Authentication

Channeled supports integration with Salesforce and Hubspot. Currently, you may only have one CRM connected at a time.

Connecting Salesforce

Installing Salesforce requires Salesforce Admin permissions.
#Instructions
1Go to Integrations in Channel Settings.
2Select Salesforce and login through the Salesforce authentication flow.

Mapping

Mapping Salesforce Accounts with Slack channels

When you connect Salesforce, Channeled matches Slack channel organizations with Salesforce Account records automatically using the Website of the Salesforce Account. You can review and update these to make sure connections are set up correctly.

#Instructions
1Go to Integrations in Channel Settings.
2If you haven’t already done so, select Salesforce and login through the Salesforce authentication flow.
3Under Connected CRM, select Sync accounts; then click Sync channels to sync Website and Slack domains for customer channels.
4Channeled will display any new mapped channels, in addition to any missing channels where mappings were not found.
5Update mappings for channels as needed and select Finish and close.

Pushing historical data into Salesforce Activity Feed

Channeled will automatically log new Slack conversations into Salesforce after you’ve connected Salesforce with an Automated activity sync enabled. If you want to push historical Slack threads into Salesforce retroactively, you can do so with a manual sync.

#Instructions
1Go to Channels and select the customer channels to sync historical data into.
2Select the Options button and choose Sync Salesforce.
3Select a timeframe to sync historical Slack activity into Salesforce.
4Confirm the account mappings in Salesforce that each channel’s Slack activity will be synced back into.
5Select Sync Slack activity.

Syncing metrics

Metrics sync over from Channeled to Salesforce every day at 6 AM PST. To update the sync time or cadence, please contact the Channeled team.

Definitions

MetricInstructions
First response timeFor threads created in the last 30 days that have a first response, calculates the first response time in minutes. We recommend syncing this to a number type field in Salesforce. String fields are also accepted.
Resolution timeFor threads marked Completed in the last 30 days, calculates the resolution time in minutes. We recommend syncing this to a number type field in Salesforce. String fields are also accepted.
Message volumeVolume of new threads created in the last 30 days. We recommend syncing this to a number type field in Salesforce. String fields are also accepted.
Last message dateCaptures the timestamp of the last message from a given customer. We recommend syncing this to a date type field in Salesforce. String fields are also accepted.
Escalated to support %Captures the % of threads converted to helpdesk (Zendesk, Intercom, or Freshdesk) tickets. We recommend syncing this to a percentage type field in Salesforce. String and number fields are also accepted.
Positive sentimentCaptures the % of threads calculated as positive sentiment. We recommend syncing this to a percentage type field in Salesforce. String and number fields are also accepted.
Negative sentimentCaptures the % of threads calculated as negative sentiment. We recommend syncing this to a percentage type field in Salesforce. String and number fields are also accepted.

Configuration

Syncing over all metrics is not required; you may sync over selected metrics if needed.

#Instructions
1Go to Integrations in Channel Settings.
2Toggle Sync Slack metrics to Salesforce Account fields
3Map individual fields from the Salesforce Account to each field. Fields may be string, number, percentage, or date fields.

Automating Slack channel creation from Salesforce

If your sales or pre-sales team regularly sets up Slack channels for new customers, you can also standardize the creation and onboarding of new channels through Channeled’s native Salesforce application.

Overview

This functionality will:

  1. Place a button on the Salesforce Account page
  2. When clicked, open a modal in Salesforce for users to optionally assign internal team members, invite contacts, and post onboarding messages.
  3. Users can set additional automations or templates in Channeled to pre-populate the default values for channel owners and onboarding messages.

Installation

Make sure you have Salesforce admin rights when installing Salesforce, or invite a Salesforce admin to Channeled to complete the installation steps.

#Instructions
1Go to Salesforce App in Advanced Channel Settings.
2Select Install Channeled for Salesforce
3Select Install for all users.
4Add the Connect Slack Channel button to a Salesforce Account layout page.
5You can additionally set defaults for channel owners and onboarding messages when configuring in Salesforce App settings.

Updating page layouts in Lightning

#Instructions
1On a Salesforce Account page, select Edit Page under Setup.
2Select the page Highlight Panel.
3Select Add Action
4Under Actions, select Create Slack Channel.
5Save your page layout by selecting Save
6Repeat these steps if you have multiple Account Layouts in Salesforce.

Updating page layouts in Classic

#Instructions
1In Salesforce Admin Setup, select Account Page Layouts under the Account Object Configuration.
2Click Edit next to the layouts you want to edit.
3Under Mobile and Lightning Actions, select Create Slack Channel
4Click Save or Quick Save to save your page layout.

Set onboarding defaults

Once you’ve installed Channeled for Salesforce, you can set default owners, followers, notifications, and onboarding templates for new channels created through the process.

Setting defaults is optional; set only the defaults you need.
#Instructions
1Go to Salesforce App in Advanced Channel Settings.
2Select a default channel owner. This user will automatically be added to the channel.
3Select a default notification channel. This channel will be notified whenever a new customer channel is created through the application flow.
4Update or set a default onboarding message. This message will be posted from the same user who triggered the Salesforce flow (e.g, your AE or CSM).
5Select Save Settings.