Daniel_Ondiviela | 2020-04-28 16:10:11 UTC | #1
Hi,
one of our customers is asking if it's possible to load chat conversation in the task that is created when using Purecloud for Salesforce integration (and attending the chat from there)
I see no architect built-in variable for chats (https://help.mypurecloud.com/articles/architect-default-variables/) that may contain that conversation, so there's no way I map that variable to a custom field in salesforce (https://help.mypurecloud.com/articles/map-interaction-attributes-to-salesforce-activity-fields/)
I know that we can (and in fact we already do) map the purecloud interaction URL in a Salesforce field, so they have only to click and they will see there the chat content. But this is not valid because there are many users that have Salesforce license but no Purecloud license.
Is there any workaround for this? Thanks
Junji_Sawada | 2020-04-28 18:04:51 UTC | #2
You can save chat transcripts in Salesforce by mapping Chat.Transcript interaction attribute to a Salesforce activity custom field using Lookup(PureCloud Chat Transcript) field type. A chat transcript will be written to Salesforce when a chat interaction ends.
This resource explains how to map interaction attributes to Salesforce activity fields: https://help.mypurecloud.com/articles/map-interaction-attributes-to-salesforce-activity-fields
And this resource shows a list of interaction attributes available in Salesforce: https://help.mypurecloud.com/articles/synchronize-interaction-attributes-with-salesforce-activity-records/
I hope that helps.
Daniel_Ondiviela | 2020-04-29 07:04:49 UTC | #3
I had that article but missed that chat.Transcript attribute. Thanks a lot!
system | 2020-05-30 07:04:50 UTC | #4
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