You can create leads or cases in your Salesforce CRM simply by using the !salesforce lead or !salesforce case command while chatting with a visitor via Olark, or have all chats sent automatically. Typing !salesforce by itself will create either a lead or a case based on your settings for default behavior.

Olark will associate a lead or case with existing information, as long as the email address for the visitor in Olark matches their email address in Salesforce. You can use our Pre-Chat Survey to collect visitor information before they start chatting, our !email command, or you can push known data about your visitor to Olark automatically via our API.

Important: In order to use the Salesforce integration, you need to be using either their Enterprise, Unlimited or Developer edition.

Just follow these easy steps to connect Olark to Salesforce:

  1. Log into Olark and go to your Salesforce integration page. Click Connect to be taken to your secure Salesforce log in page. Enter your Salesforce Admin account credentials and log in. As soon as you connect, we send you a test case.

    step 1

  2. Once connected, you will see your options for configuring your Salesforce integration through Olark. You can choose to send all interactions to Salesforce as the type you choose on this page, or you can choose to manually select which cases to send while chatting, via the !salesforce lead or !salesforce case commands.

    You can also send a test as either a lead or a case by selecting the one you want, saving, and then by clicking on the Send test button:

    step 2

  3. You can view the data you send from Olark in the Salesforce Dashboard, under the Leads and/or Cases sections.

    step 3

This is how a chat transcript might look within Salesforce: salesforce_transcript.png

Salesforce Fields

Here is a list of the fields we send to Salesforce

For leads:

  • visitor_name
  • visitor_phone_number
  • transcript (the content of the chat transcript or offline message)
  • visitor_email
  • operator_id (we attempt to attach the ticket to the email address of the agent currently taking the chat. If that’s not possible, we send it as an unassigned ticket)
  • description (the first 8 lines of the chat transcript or the subject line of the offline message, which is attached as a task)
  • subject (the name of the lead)
  • state
  • country
  • leadsource=live chat

For cases:

  • visitor_name
  • visitor_phone_number
  • transcript (the content of the chat transcript or offline message)
  • visitor_email
  • operator_id (we attempt to attach the ticket to the email address of the agent currently taking the chat. If that’s not possible, we send it as an unassigned ticket)
  • description (the first 8 lines of the chat transcript or the subject line of the offline message)
  • subject ("Olark chat with"...)
  • origin=Email (for offine messages) or Web (for chats)

Common Problems

“No such column 'Description' on subject of type Lead”

We send a “Description” field. If this not set up on your lead records you will see the error above. Try adding "Description" as a field under your Lead record type template. To do that:

Go to Setup

Setup menu item

Then in the left sidebar under App Setup go to Customize. Choose Leads then Fields

Fields link

Scroll down to the second table, called Lead Custom Fields & Relationships and click New

New button

Choose Text Area (Long).

Text area radio button

Change the field label to Description, and choose the number of lines you want to show visible.

Field label

Set the access and layout levels appropriate for your version of Salesforce (your default ones will be already picked). Save. Now your lead has a description column and the issue should be resolved.

Leads in Salesforce doesn't match the number of chats in Olark

New Leads are created with a Task containing the chat attached. However, each new chat for an existing Lead is simply attached as a new Task for that existing Lead. To find all the chats sent by Olark as Leads, you'll want to follow these steps:

Go to the Reports tab:

Reports tab

Then on the left sidebar, click Activity Reports. And then Task and Appointments:

Activity reports

Finally, you can modify the Reports Options to your needs and then click Run Report:

Run report button

All the results from 'Live Chat' will be from Olark.