Salesforce
Connecting Slack to Salesforce
Authentication
Channeled supports integration with Salesforce and Hubspot. Currently, you may only have one CRM connected at a time.
Connecting Salesforce
| # | Instructions |
|---|---|
| 1 | Go to Integrations. |
| 2 | Select Salesforce and login through the Salesforce authentication flow. |
Historical mapping
Mapping Salesforce Accounts with existing Slack channels
When you connect Salesforce, Channeled matches Slack channel organizations with Salesforce Account records automatically using the Website of the Salesforce record. You can review and update these to make sure connections are set up correctly in Channels.
Syncing Channeled to Salesforce
Syncing activity
Activity from Slack can be automatically streamed to the Salesforce Account Activity Feed for any Salesforce Account mapped to a Slack channel.
To turn on syncing from Channeled to the Activity Feed, go to Salesforce Integration Settings, toggle Sync customer threads, and select Save.
Historical thread syncing
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 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
Metric aggregates from Slack can be mapped to selected properties in Salesforce for any Salesforce Account mapped to a Slack channel.
To turn on metric syncing from Channeled to the Activity Feed, go to Salesforce Integration Settings, toggle Sync Slack Metrics, and choose the individual Salesforce fields to map for each metric. When you are finished, select Save.
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.
| 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 property 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 property 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 property 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 property 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 property 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 property 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 property in Salesforce. String and number fields are also accepted. |
Automating Slack channel creation from Salesforce
If your sales or pre-sales team regularly sets up Slack channels for new customers, you can standardize the creation and onboarding of new channels through Channeled’s native Salesforce application.
This functionality will:
- Automatically connect channels with Salesforce CRM accounts and the Channeled app, all in one flow.
- Enable a pre-configured button in Salesforce that can be included in your Account Object layouts.
- When clicked, the custom button will open a modal in Salesforce for users to create Slack channels, optionally assign internal owners, trigger notifications, invite contacts, and post onboarding messages.
- Your team can set additional automations or templates in Channeled to pre-populate the default values for channel owners and onboarding messages.
| # | Instructions |
|---|---|
| 1 | Go to the Salesforce Native App subtab under Salesforce in your Integrations. |
| 2 | Select Install Channeled for Salesforce. You will be re-directed to a Salesforce AppExchange Installation flow. Select install for all users and roles. |
| 3 | Update your page layouts in Lightning to include the Create Slack Channel button. |
| 4 | Under your Salesforce Native AppSet your default owners, notification channels, and onboarding template. Each of these are optional. |
| 5 | Select Save 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. |
Additional workflows from Salesforce
Looking to build additional workflows from Salesforce? You can drive internal notifications, tasks, or customer-facing messages across your customer lifecycle using Channeled.