Actions Overview - Salesforce

Ultimate supports performing actions on the following Salesforce objects:

• Chat Transcript

• Cases

Chat Transcript

A chat transcript is a record of a chat between a customer and an agent. Salesforce automatically creates a transcript for each chat session.

When a chat ends successfully—that is, when the chat is ended by a customer or an agent—the chat transcript is created as soon as the agent closes the chat window and any related tabs. When you’re using omnichannel routing, the chat transcript is created when the chat’s requested by a visitor.

You can associate a transcript with cases, accounts, contacts, and leads, or you can link it to other objects.

Cases

Cases are a Salesforce tool that agents use to interact with customers to help get their problems solved — think of the Salesforce Case as a support ticket. Cases are records in Salesforce that keep a log of customer issues, show agents a complete customer overview, etc. Cases can be customized to fit your business needs.

A case is a customer’s question, feedback, or issue. Support agents can review cases to see how they can deliver better service.

To view all the objects within your Salesforce instances, go to Setup > Object Manager

Actions are triggered by different events, for example, Chat Started or Ticket Received by Ultimate. You can learn more about events and actions here.

This article covers the actions we support for Salesforce:

  

Chat Actions

• Update Transcript
• Copy from Transcript
• Close Chat

Update Transcript

This action updates both standard and custom fields of the chat transcript object. To update a field, the following fields need to be provided:

Field	Description
Transcript Field	This is the field’s name as it is defined in Salesforce, not the field’s label. The title or API name should be copied exactly. You can find more information about transcript fields here
Transcript Value	The value can only be a static field. The Transcript Value field doesn’t accept dynamic parameters, only static values
Data Type	The field’s data type, select whether it is a string, number, or boolean, from the drop-down menu. More information on data types can be found here

 

Copy from Transcript

This action gets a value saved under a specific field in the chat transcript and saves it under a session parameter. The action gets values from standard fields and custom fields.

Close Chat

The action enables the virtual agent to end the chat, for example for session or chat end events.