Integrate Salesforce into Bold360

Integrate Salesforce into Bold360

Salesforce integration delivers highly customizable Customer Relationship Management (CRM) experience to Bold360 agents while they chat with customers.

Note: This feature is only available for Bold360 Plus subscribers and Bold360 AI platform accounts.

The integration increases agent efficiency as it makes Salesforce customer data directly available from Bold360. An agent does not have to switch between Salesforce and the Bold360 Agent Workspace since the integration makes Salesforce customer data directly available from Bold360.

The properly configured integration provides a link on the custom integration toolbar next to the customer's name that agents can use to access their Salesforce account during chat sessions.


Figure 1. Agent's view when the Salesforce panel is active

To set up Salesforce in Bold360, you must do the following:

  • Install the Bold360 Conversation Integration app in Salesforce.
  • Set up the integration in Bold360 Admin Center.
  • Configure the relevant Salesforce objects and then map the Bold360 chat fields to Salesforce customer data fields.
  • Optionally, set up Salesforce to display chat transcripts when you open Salesforce objects.

What are the advantages of integrating Salesforce into Bold360?

  • You can use standard and custom objects, such as Accounts, Cases, and Contacts
  • Record lookup finds messaging transcripts
  • Real-time object updates
  • Knowledge share: customer gets the same information regardless of channels
  • Adds a single pane in Bold360 Agent Workspace
  • Create Salesforce cases in Bold360 with knowledge available