Overview
Integrate your Salesforce (SFDC) account with Medallia Concierge to send your SFDC contact/lead data to Medallia Concierge, and also sync Medallia Concierge conversations to contacts/leads in SFDC.
Medallia Concierge interacts with Salesforce using phone numbers as unique identifiers. When your customers message you in Medallia Concierge, we will use the phone number to match it to your Salesforce contact and record all Medallia Concierge conversations in Salesforce.
Send a message in Medallia Concierge, keep the history in Salesforce
Sync all Medallia Concierge conversations with your customers and add the conversation history to the contact's activity field in Salesforce
Sync contact information from Salesforce to Medallia Concierge
Increase your team's productivity and automate administrative tasks by using this Salesforce-Medallia Concierge integration
Have more questions? Read our Salesforce FAQs here.
How to set up the integration
SALESFORCE SYSTEM REQUIREMENTS:
Make sure you have a valid Salesforce CRM, Professional account or above
Make sure you have Administrator rights in Salesforce
ZINGLE AUTHENTICATION REQUIREMENTS:
As an Administrator, navigate to the Integrations section: Admin Settings > Integrations
Locate and click on the Salesforce Integration to access the setup screen
You will be asked to sign in using your Salesforce credentials
CHOOSE WHICH OBJECTS TO SYNC:
You can choose which objects to pull from Salesforce. Choosing "Custom" will give you the option to write a custom SOQL query to pull Custom objects/fields as well.
ZINGLE MAPPING REQUIREMENTS:
Once you've successfully authenticated and selected your SFDC objects, you can begin selecting which fields to map from Salesforce to Medallia Concierge. Note that these Salesforce fields will be mapped automatically with Medallia Concierge fields:
First Name
Last Name
Phone Number
Email
To map additional fields from Salesforce, click "+ Map Another Field".
From the "Salesforce field" dropdown, you will be able to see and search through all your SFDC contact fields and custom contact fields.
From the "Medallia Concierge field" dropdown, you will be able to see all existing Medallia Concierge contact fields. (Note: for a field to be selectable from this dropdown, you will need to go to Admin Settings > Contact Fields and create the Contact Field first.)
Have questions about SFDC field types and mapping? Read our Salesforce FAQs here.
You can continue to adding fields from Salesforce and mapping them to existing Medallia Concierge contact fields. Note that each field can only be mapped once.
CONFIGURE YOUR SYNC SETTINGS:
Finally, choose how often you want to sync contact data and Medallia Concierge conversations back to Salesforce.
Once you are done configuring this integration, click "Save + Activate."
That's it! Once the connection is activated by Salesforce and Medallia Concierge, it can take up to 1-3 business days to process, map, and validate the information.
Note that on initial configuration, it can take longer than the timeframe selected in the "Contact Sync Setting" to get all your SFDC contact/lead info into Medallia Concierge, especially if there is a lot of customer data to import. We batch imports in buckets of 2000 contacts, so the first load of contacts may take longer depending on your total contact count. Once the initial load is complete, we will sync contact information based on your chosen timeframe by pulling all updates from the last 24 hours.
When you are set up, you can begin importing contact data from Salesforce into Medallia Concierge, and sync your Medallia Concierge conversations to your Salesforce contact record.