Synchronize interaction attributes with Salesforce activity records


Note: This article applies to PureCloud for Salesforce.

The PureCloud for Salesforce integration gives you the option to synchronize interaction attributes with Salesforce activity records on inbound and outbound interactions. Synchronizing interaction attributes allows you to store any interaction attributes on Salesforce activity records. If interaction attributes change, even after disconnection, the data remains in sync between the interaction and the Salesforce activity record.

Lightning Experience does not allow PureCloud for Salesforce to save interaction attributes to fields that the Salesforce user does not have access to. For example, you configure PureCloud for Salesforce to save the queue name to a custom field but do not make the custom field visible to agents. As a result, Salesforce does not save the queue name to the custom field in reports.

To configure the synchronization of attributes with Salesforce activity records, follow these steps:

  1. For each interaction attribute that you would like to map, create a custom field in Salesforce on the Activity object. See Create Custom Fields in the Salesforce documentation.
  2. Map the custom field to the interaction attribute. See Map interaction attributes to Salesforce activity fields.

The integration can map any interaction attribute that you set before the interaction leaves the agent’s queue for Salesforce. The integration maps certain Task fields by default.

Interaction attributes

You can use the following attributes.

Interaction attribute Interaction type Description
Call.Ani Call, callback Phone number of the caller.
Call.CalledNumber Call, callback Phone number dialed (DNIS or SIP addresses for queues).
Call.ConversationId All* Interaction ID.
Call.QueueName All* Name of the queue that the interaction routes to or from.
Call.RemoteName All* Remote name for the active interaction. Note: For SMS messages, this attribute returns the display address for the active interaction.
Chat.Transcript Chat Transcript object of a chat interaction. Genesys recommends using a lookup relationship custom field. See Create Object Relationships in the Salesforce documentation. Warning: Transcripts greater than 131,072 characters fail to save.
Message.Type Message Type of message interaction. Values: SMS, Facebook, LINE, Twitter.
Message.Username Message User name associated with SMS and Twitter messages. Nothing returns for Facebook or LINE messages.
Message.Userid Message User ID associated with LINE and Twitter messages. Nothing returned for SMS or Facebook messages.
OutboundDialing.ContactId Outbound dialing PureCloud ID for a contact in a contact list associated with an outbound dialing campaign.
OutboundDialing.ContactListId Outbound dialing PureCloud ID for a contact list associated with an outbound dialing campaign.
OutboundDialing.CampaignId Outbound dialing PureCloud ID for an outbound dialing campaign.
Participant.{CustomFieldName} Call, callback, email, message, ACD voicemail Custom field name that is assigned by using Set Participant Data in an Architect flow. See Set Participant Data action.
Chat Custom field name that is used in the chat widget.
Salesforce.AfterCallTime All* Total time in seconds spent on wrap-up work, from the disconnection of the interaction to the completion of wrap-up work.
Salesforce.CallDuration All* Total duration in seconds that an agent spends on an interaction, including wrap-up work.
Salesforce.DisplayAddress Call, callback, outbound dialing, chat, email, SMS message Remote address of the active interaction (phone number for call, callback, outbound dialing, message, and ACD voicemail interactions; email address for chat and email interactions).
Salesforce.ParticipantId All* Unique ID for each agent associated with a particular interaction. For example, an interaction that is transferred from one agent to another agent produces two participant IDs. One ID is for the original agent. A second ID is for the agent that received the transfer.
Salesforce.WrapUpCode All* Wrap-up code for an interaction made from or to a queue.

* All refers to call, callback, outbound dialing, chat, email, message, and ACD voicemail interaction types.

Default fields in Salesforce

This table includes a list of data automatically captured for every interaction that an agent handles.

Field label Description
Call Duration Total duration of the interaction in seconds, from the time of connection to disconnection or transfer.
Call Object Identifier Interaction ID key assigned to the interaction.
Call Result Wrap-up code assigned after the interaction disconnects. See Wrap up an interaction.
Call Type Indicates the interaction direction (Inbound, Outbound, or Internal). All interactions that are placed to or received from an extension on the same server as the agent are considered internal. 
Comments Empty field for any notes taken during the interaction. 
Name

Displays the name from the Salesforce record that pops when the interaction connects or the name from which a click-to-dial call was made, such as a contact or lead. If multiple records match, this field is a list in the client; the agent must select a record from the list.

If the agent navigates to a different contact, lead, or person account record while the interaction is live, that record is dynamically added to the list.

Related To

Displays an associated record from the Salesforce record that pops when the interaction connects or the name from which a click-to-dial call was made, such as an account or opportunity.

If the agent navigates to a different account, opportunity, campaign, case, or custom object record while the interaction is live, that record is dynamically added to the list; the agent must select a record from the list.

Note: To ensure that interaction logs can be saved for custom objects, select Allow Activities when creating the custom object in Salesforce.

Subject

Displays the interaction type plus a date and time stamp. The date/time is formatted based on the browser’s locale settings.

Example: Call 8/10/2015, 8:55:17 AM

Type

Indicates the interaction type: Values: Call, Chat, Email, Voicemail, and Message.

Tip: If the Type field is visible to agents, Genesys recommends adding these values to the Type picklist in Salesforce.

For more information about the integration, see About PureCloud for Salesforce.