About Bold360 and Salesforce field mapping

About Bold360 and Salesforce field mapping

You can map the following Bold360 fields to Salesforce fields:

Bold360 field Type Description
Area Code Numeric The are code of the customer's phone number, captured within the VisitPhone parameter or through Phone Number in pre-chat survey.
Category Text The User Category that the Agent selects in the post-chat form.
Chat ID Numeric Bold360-assigned unique identifier for each chat session.
Chat Name Text The name of the customer, captured within the VisitName parameter or through Name in pre-chat survey.
Chat URL URL Specific web address from where the chat was started.
City Text The city of the customer based on the geographical location of the specific IP.
Closed Text Date and time in UTC format when the customer closed the chat window.
Comments Text Comments that the customer provided in the post-chat survey.
Country Text The country of the customer based on the geographical location of the specific IP.
Created Text Date and time in UTC format when the chat was created by clicking the button or invite.
Custom URL Text The custom URL of the chat that's not the same as the URL of the website hosting the chat. This can be useful for identifying a URL or page that would normally be blocked due to internal IT rules.
Department Text The name of the Bold360 Department that the chat was most recently assigned to.
Due Date Text This field is no longer actively used
Ended Text Date and time in UTC format when either the customer or agent ended the chat.
Ended By Text The party who ended the chat session.
Ended Reason Text Reason for why the chat was ended, which is either disconnected or closed.
First Answered Text Date and time in UTC format when the chat was first answered.
Flagged Binary Displays whether the chat was flagged within Bold360.
Folder Text Name of Bold360 folder in which the chat was created.
Initial Question Text Initial question of the customer as entered on the pre-chat form.
IP Numeric The IP address of the customer's device connecting to Bold360.
Knowledge Numeric Displays the level of knowledge of the agent on a 1 to 5 scale as evaluated by the customer. Only available when post-chat survey is enabled.
Last Visitor Message Sent Text Date and time in UTC format when the customer's most recent message was received.
Net Promoter Score Numeric Displays the Net Promoter Score (NPS) of the agent on a 1 to 10 scale as evaluated by the customer. Only available when post-chat survey is enabled.
Operator Text The name of the most recently assigned agent.
Operator Message Count Numeric The number of messages that agents sent.
Overall Numeric Displays the level of overall satisfaction of the customer with the agent on a 1 to 5 scale. Only available when post-chat survey is enabled.
Page Type Text The last page of a chat window presented to a customer:
  • 0 - The "final" page type (where the chat window is closed)
  • 1 - The main chat page
  • 5 - The post-chat survey form
  • 6 - The pre-chat survey form
  • 7 - The unavailable email form
  • 9 - The "browser unsupported" page
  • 10 - The post-chat survey submitted notice page
  • 11 - The unavailable email submitted notice page
  • 12 - The "no operators" page shown when there's no available email form.
  • 14 - The "chat not validated" page shown when validation fails.
Professionalism Numeric Displays the level of professionalism of the agent on a 1 to 5 scale as evaluated by the customer. Only available when post-chat survey is enabled.
Region Text The state/province of the customer based on the geographical location of the specific IP.
Responsiveness Numeric Displays the level of responsiveness of the agent on a 1 to 5 scale as evaluated by the customer. Only available when post-chat survey is enabled.
Reverse IP Numeric The IP address of a customer's IP. Used for reverse DNS lookup.
Started Text Date and time in UT format when a chat was started from the chat queue.
Status Text Status of the customer as selected by Agent in the post-chat form.
Unresponded Message Count Numeric Number of customer-sent messages received since the last agent message.
Visit Email Text The email address of the customer, captured within the VisitEmail parameter or through Email in the pre-chat survey
Visit ID Numeric Bold360-assigned unique identifier for each site visit.
Visit Info Text Free-form parameter for passing in additional details of a customer into Bold360 visitor monitoring code.
Visit Phone Numeric The phone number of the customer, captured within the VisitPhone parameter or through Phone in the pre-chat survey.
Visit Ref Text Free-form parameter for passing in uniquely identifying details of a customer into Bold360 visitor monitoring code.
Visitor ID Numeric Bold360-assigned unique identifier for visitor.
Visitor Message Count Numeric The number of messages that the customer sent.