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Hipmob - Salesforce Integration


Overview

Hipmob provides hosted live chat for mobile applications. You sign up with us, we give you a code, you download our library, you integrate it into your app, and you can then talk to your users, figure out what they want and what problems they are having, and make them happy. No servers, no extra steps or code to write, wherever the users are, you get to focus on what you do well. This document covers integrating Hipmob with your Salesforce account.

Integration Screen

Visit the Integrations tab in your Hipmob account.

Figure 1: the Integration tab

Once there, click the Configure button to open the Salesforce integration screen. If you've not configured it yet, the button will be gray.

Figure 2: the Salesforce configure button

The configuration screen will show: from here you can securely connect to your Salesforce account. Just click the Connect button to start the process.

Figure 3: the Salesforce configuration screen and connect button

Grant Salesforce Access

You will be redirected to your Salesforce account to grant access: if you aren't logged in, you'll need to log in first to complete the process.

Figure 4: Salesforce login screen

Once you're logged in, you can click the Allow button to securely connect to Hipmob. You will be automatically redirected back to your Hipmob account.

Figure 5: Salesforce permission screen

Completing the Configuration

If you clicked Allow, when you return to Hipmob the connection information will be automatically saved. You can choose to automatically submit all chats to Salesforce by checking the box and then clicking Save. You're all set!

Figure 6: Completed configuration

The Salesforce button will turn green if the connection was successfully set up and you enabled automatic Salesforce submission. If the connection was successfully set up but you didn't enable automatic submission then it will turn blue.

Figure 7: integrations page with Salesforce integration active but not automatic

Creating Salesforce Leads

Once you're in a chat you can type the command #salesforce at any time to create a Salesforce lead. This will create a new lead in Salesforce with the collected information from the chat, and then attach the transcript as an activity record. A link will be automatically returned that will let you open the newly created Salesforce lead and add any additional information. If a lead already exists with a matching email address then the transcript will be attached as an activity record to the existing lead: this prevents duplication and ensures that all conversations with a specific user (as identified by email address) are attached to the same lead.

Figure 8: creating a Salesforce lead

And you're done. If you enabled automatic submission then at the end of every conversation a Salesforce lead will be automatically created (if you did not manually create one with the #salesforce command).

Figure 9: reviewing the Salesforce lead

Figure 10: reviewing the Salesforce activity record

Setting Custom Fields

Salesforce supports adding custom fields to a lead: with Hipmob you can also set these custom fields using proactive rules. This can be useful to track source information or for any other purpose. To do this, you'll need to dive into the Salesforce field settings page. First, visit the Lead Fields page: you can get there by selecting Setup from the main dropdown at the top of your Salesforce home page (you must be logged in to see this), expanding the Customize left hand menu item (under App Setup), expanding the Leads submenu and then selecting Fields. The page URL will look like https://na9.salesforce.com/p/setup/layout/LayoutFieldList?type=Lead&setupid=LeadFields&retURL=%2Fui%2Fsetup%2FSetup%3Fsetupid%3DLead, and the page will look like Figure 11 below.

Figure 11: Salesforce Lead fields

At the bottom of the page will be a list of custom fields. For the specific custom field you want to update, copy the API Name for that field. Looking at Figure 11 above, for the Lead Source - Most Recent custom field the API Name is Lead_Source_Most_Recent__c. Visit the Hipmob proactive rules interface at https://manage.hipmob.com/proactive and create a new rule as shown in Figure 12 below. This rule will set a label that can update the Salesforce custom field. For example, if the API Name is Lead_Source_Most_Recent__c then the label will be Salesforce:Lead_Source_Most_Recent__c. Whatever value passed will be sent to Salesforce: it is important to make sure that the label value is a valid Salesforce field value otherwise an error will occur and the lead will not be created or updated.

Figure 12: Proactive rule to set Salesforce field

And that's it: once the rule is activated any new Salesforce leads will be created with the specified custom field set to the specified value. Updated leads will have the custom field value updated as well: to only set a field once you can make the rule only apply if this is the customer's first visit, or you can choose any one of the supported conditions to control which fields get updated and when.

Figure 13: Custom field set on Salesforce lead