> ## Documentation Index
> Fetch the complete documentation index at: https://docs.withchanneled.com/llms.txt
> Use this file to discover all available pages before exploring further.
# Syncing Salesforce
> Sync channel activity and data with Salesforce
## 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 |
| - | ----------------------------------------------------------------------------------------------------------- |
| 1 | Go to [Integrations](https://app.withchanneled.com/channels/settings/integrations) in **Channel Settings**. |
| 2 | Select `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 |
| - | ---------------------------------------------------------------------------------------------------------------------------------------- |
| 1 | Go to [Integrations](https://app.withchanneled.com/channels/settings/integrations) in **Channel Settings**. |
| 2 | If you haven't already done so, select `Salesforce` and login through the Salesforce authentication flow. |
| 3 | Under `Connected CRM`, select **Sync accounts;** then click **Sync channels** to sync `Website` and Slack domains for customer channels. |
| 4 | Channeled will display any new mapped channels, in addition to any missing channels where mappings were not found. |
| 5 | Update 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 |
| - | ----------------------------------------------------------------------------------------------------------------------- |
| 1 | Go to [Channels](https://app.withchanneled.com/channels) and select the customer channels to sync historical data into. |
| 2 | Select the `Options` button and choose `Sync Salesforce`. |
| 3 | Select a timeframe to sync historical Slack activity into Salesforce. |
| 4 | Confirm the account mappings in Salesforce that each channel's Slack activity will be synced back into. |
| 5 | Select **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
| Metric | Instructions |
| ---------------------- | ------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- |
| First response time | For 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 time | For 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 volume | Volume 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 date | Captures 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 sentiment | Captures 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 sentiment | Captures 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 |
| - | ------------------------------------------------------------------------------------------------------------------------------------ |
| 1 | Go to [Integrations](https://app.withchanneled.com/channels/settings/integrations) in **Channel Settings**. |
| 2 | Toggle `Sync Slack metrics to Salesforce Account fields` |
| 3 | Map 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 |
| - | ---------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- |
| 1 | Go to [Salesforce App](https://app.withchanneled.com/channels/settings/advanced/salesforce-app) in **Advanced Channel Settings**. |
| 2 | Select `Install Channeled for Salesforce` |
| 3 | Select `Install for all users`. |
| 4 | Add the `Connect Slack Channel` button to a Salesforce Account layout page. |
| 5 | You can additionally set defaults for channel owners and onboarding messages when configuring in [Salesforce App](https://app.withchanneled.com/channels/settings/advanced/salesforce-app) settings. |
#### Updating page layouts in Lightning
| # | Instructions |
| - | ---------------------------------------------------------------------- |
| 1 | On a Salesforce `Account` page, select **Edit Page** under `Setup`. |
| 2 | Select the page `Highlight Panel`. |
| 3 | Select **Add Action** |
| 4 | Under `Actions`, select **Create Slack Channel.** |
| 5 | Save your page layout by selecting **Save** |
| 6 | Repeat these steps if you have multiple Account Layouts in Salesforce. |
#### Updating page layouts in Classic
| # | Instructions |
| - | -------------------------------------------------------------------------------------------------- |
| 1 | In Salesforce Admin Setup, select **Account Page Layouts** under the Account Object Configuration. |
| 2 | Click **Edit** next to the layouts you want to edit. |
| 3 | Under `Mobile and Lightning Actions`, select **Create Slack Channel** |
| 4 | Click **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 |
| - | --------------------------------------------------------------------------------------------------------------------------------------------------- |
| 1 | Go to [Salesforce App](https://app.withchanneled.com/channels/settings/advanced/salesforce-app) in **Advanced Channel Settings**. |
| 2 | Select a default `channel owner`. This user will automatically be added to the channel. |
| 3 | Select a default `notification channel`. This channel will be notified whenever a new customer channel is created through the application flow. |
| 4 | Update 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). |
| 5 | Select **Save Settings.** |