Salesforce leads and Zendesk contact creation
Capture a visitor's details as a Salesforce lead or Zendesk contact while keeping INSIDE lead capture separate.
What it is
Create Lead records a visitor's details for follow-up. With Salesforce enabled, operator lead capture can also create or link a Salesforce lead. Pre-chat capture can create Salesforce leads or Zendesk users when the corresponding option is enabled.
Who uses it and why
- Operators capture details during a conversation so the customer can be followed up.
- Visitors supply details through the pre-chat form.
- Developers agree the CRM field mapping and check local and CRM outcomes separately when integrating capture.
Where to find it
Operators use Create Lead in the visitor conversation. Users with the Settings role configure automatic capture at Settings › Chat › Pre-Chat Survey.
Powerfront manages Settings › General Settings › Salesforce, including Check For Duplicate Leads.
How it works
- The visitor submits the pre-chat form, or you use Create Lead during a conversation.
- INSIDE uses the configured form to collect the details. CRM capture needs at least a name, phone number or email address. The form and CRM may require more.
- Salesforce creates a lead, or reuses a lead with the same email when Check For Duplicate Leads is on. INSIDE links that lead to the visitor.
- For Zendesk pre-chat capture, INSIDE creates or updates a user and links the user to the visitor.
An INSIDE lead and a CRM record are separate results. A saved INSIDE lead does not confirm that the CRM write succeeded. Pre-chat CRM capture can run without creating an INSIDE lead.
Configure it
Ask Powerfront to connect the chosen CRM and prepare the capture mapping. A user with the Settings role can then enable Auto Create Lead in Salesforce or Auto Create Lead in Zendesk in the pre-chat survey.
For Salesforce, ask Powerfront to enable Check For Duplicate Leads if email matches should reuse existing leads. Check the required fields with your CRM administrator before using the form.
Settings
| Setting | Where | Applies to | Default | Who can change it | What it does |
|---|---|---|---|---|---|
| Auto Create Lead in Salesforce | Settings › Chat › Pre-Chat Survey | website | Off | Settings role | Send submitted pre-chat details to Salesforce as a lead when the integration is enabled. |
| Auto Create Lead in Zendesk | Settings › Chat › Pre-Chat Survey | website | Off | Settings role | Create or update a Zendesk user from submitted pre-chat details when the integration is enabled. |
| Check For Duplicate Leads | Settings › General Settings › Salesforce | website | Off | Powerfront | Look for a Salesforce lead with the submitted email address and reuse it when found. |
Permissions
| Permission | Lets you |
|---|---|
| Settings | Configure CRM creation choices in the pre-chat survey. |
Limits and good to know
- The Zendesk option's label says lead, but it saves a Zendesk user.
- Duplicate checking described here searches Salesforce leads by email. It does not merge CRM contacts, accounts and leads together.
- Reusing a Salesforce lead is different from creating a new lead.
- A CRM error can occur after INSIDE has saved a local lead. Check both destinations before repeating capture.
- When conversation export is enabled, linking a Salesforce lead can update the exported active conversation.
Depends on and works with
View all connections as a list
This feature uses
- Conversation lead capture and follow-upEnhances
INSIDE can also retain its own lead, with a separate outcome.
- Salesforce connection and operator setupEnhances
An enabled Salesforce connection adds Salesforce lead capture as an alternative to Zendesk capture.
- Salesforce conversation records and transcriptsEnhances
Linking a Salesforce lead can refresh export for an active conversation.
- Zendesk connection and operator setupEnhances
An enabled Zendesk connection adds Zendesk user capture as an alternative to Salesforce capture.
- CRM form field configurationConfigured by
CRM form mappings determine the submitted fields.
- Customer identity and conversation visibility permissionsConfigured by
Personal-data access affects availability of the operator lead action.
- Pre-chat survey for visitorsConfigured by
Pre-chat intake controls automatic CRM capture.
Used by
- Pre-chat survey for visitorsEnhances
Enabled CRM creation options can create a lead from intake details.
- Conversation lead capture and follow-upEnhances
Configured CRM lead creation can accompany the INSIDE lead and change the creation form.
- Salesforce conversation records and transcriptsEnhances
A captured Salesforce lead can be associated with the conversation.
- CRM form field configurationEnhances
CRM capture uses the configured lead and contact fields.
- Custom CRM integrationEnhances
Lead capture can invoke website-specific custom processing.
FAQ and troubleshooting
Why is there an INSIDE lead but no Salesforce lead?
Local capture and CRM creation are separate. Check the Salesforce connection, the required fields and any error returned during capture.
Why did Salesforce reuse a lead?
Check For Duplicate Leads looks up the submitted email address. A matching lead is linked instead of creating another one.
Why is the Zendesk record a user?
That is how this integration handles pre-chat lead capture. The details become a Zendesk user profile.
Why can I not see Create Lead?
Your website can hide the action, and personal-data access also controls its availability. Ask a user with the Settings or Manager role to check your access and Powerfront to check the website configuration.