Salesforce conversation records and transcripts
Save conversation context and transcripts in Salesforce using the record types selected for your integration.
What it is
INSIDE can save a conversation and its transcript in Salesforce, together with the linked customer, case and operator context. Your integration can use an INSIDE conversation record, a messaging session, or the Live Chat Transcript option. The selected destinations determine what you see in Salesforce.
Who uses it and why
- Operators keep customer interactions alongside Salesforce records.
- Supervisors review conversation history in Salesforce.
- Administrators agree the destinations, bot policy and field mapping with Powerfront.
Where to find it
Powerfront manages the options at Settings › General Settings › Salesforce. Review the resulting records in Salesforce.
How it works
Conversation lifecycle and CRM actions trigger export updates. INSIDE builds the transcript and includes available customer, lead, case and owner associations.
For an ordinary new INSIDE conversation record, Create Salesforce Conversation must be on. A linked case, an Omni-Channel offer or an existing INSIDE conversation record also permits an update.
Exclude Bot Chats from Salesforce skips new conversations handled only by AI or a virtual assistant. It preserves the exceptions for linked cases, Omni-Channel offers and existing conversation records. Human-handled conversations are not excluded by this rule.
Create Salesforce MIAW Transcript has its own creation choice. It does not depend on Create Salesforce Conversation, although the bot exclusion policy still applies. Its transcript text goes to MIAW Transcript Column when configured.
Configure it
Ask Powerfront to select the required export destinations and check that Salesforce permits the connection to create and update them. Ask Powerfront to enable either Create Salesforce MIAW Transcript or Create Salesforce Live Chat Transcript. The settings screen prevents selecting both together.
For MIAW, provide the messaging channel and agree whether transcript text needs a destination field. Ask Powerfront whether social and video conversations should use separate conversation record types.
Settings
| Setting | Where | Applies to | Default | Who can change it | What it does |
|---|---|---|---|---|---|
| Create Salesforce Conversation | Settings › General Settings › Salesforce | website | Off | Powerfront | Allow ordinary conversations to create an INSIDE conversation record in Salesforce. |
| Exclude Bot Chats from Salesforce | Settings › General Settings › Salesforce | website | Off | Powerfront | Skip new bot-only conversation and MIAW records unless a case, Omni-Channel offer or existing conversation record requires an update. |
| Create Salesforce Live Chat Transcript | Settings › General Settings › Salesforce | website | Off | Powerfront | Export to Salesforce Live Chat Transcript records instead of the MIAW transcript option. |
| Create Salesforce MIAW Transcript | Settings › General Settings › Salesforce | website | Off | Powerfront | Export a Salesforce messaging session independently of the ordinary conversation creation switch. |
| MIAW Messaging Channel ID | Settings › General Settings › Salesforce | website | Not set | Powerfront | Choose the Salesforce messaging channel for exported messaging sessions. No channel is selected until configured. |
| MIAW Transcript Column | Settings › General Settings › Salesforce | website | Not set | Powerfront | Choose the Salesforce destination for transcript text. It can be left unset when that text is not required in the messaging session. |
| Use INSIDE Social Conversation Object | Settings › General Settings › Salesforce | website | Off | Powerfront | Use a separate Salesforce conversation record type for social conversations. |
| Use INSIDE Video Conversation Object | Settings › General Settings › Salesforce | website | Off | Powerfront | Use a separate Salesforce conversation record type for video and audio conversations. |
Limits and good to know
- Export runs in response to conversation and CRM activity. It is not a complete copy of all Salesforce data.
- Turning off ordinary conversation creation does not prevent updates required by linked cases, Omni-Channel offers or existing conversation records.
- A messaging session can exist without transcript text if no transcript destination is configured.
- INSIDE handles some deleted-record and record-access errors with a retry. This does not guarantee that every Salesforce error will recover automatically.
- A conversation ending in INSIDE does not, by itself, confirm that Salesforce accepted the export.
Depends on and works with
View all connections as a list
This feature uses
- Starting, ending and expiring chatsRequires
Conversation lifecycle events trigger export updates.
- Messaging conversationsEnhances
Social channel conversations can use a separate Salesforce conversation record type.
- Salesforce connection and operator setupRequires
Export needs an enabled Salesforce connection and accessible destination records.
- Salesforce contactsEnhances
Linked Salesforce contacts or accounts can be associated with the exported conversation.
- Salesforce cases and conversation linksEnhances
A linked case is associated with export and permits conversation record updates.
- Salesforce leads and Zendesk contact creationEnhances
A captured Salesforce lead can be associated with the conversation.
- INSIDE in Salesforce and Dynamics 365Enhances
Salesforce Omni-Channel offers affect whether conversation records are exported.
- Browser video and audio callsEnhances
Video and browser-audio conversations can use a separate Salesforce conversation record type.
Used by
- Salesforce connection and operator setupEnhances
The connection supports configured conversation and transcript export.
- Salesforce leads and Zendesk contact creationEnhances
Linking a Salesforce lead can refresh export for an active conversation.
- INSIDE in Salesforce and Dynamics 365Enhances
Salesforce conversation records provide context alongside the embedded operator session.
FAQ and troubleshooting
Why is a bot conversation still in Salesforce?
It may have a linked case, an Omni-Channel offer or an existing conversation record. These are exceptions to the bot-only exclusion.
Why is there a messaging session while ordinary conversation creation is off?
Create Salesforce MIAW Transcript is a separate option.
Why is the messaging session missing transcript text?
Ask Powerfront to check MIAW Transcript Column and the Salesforce connection's permission to write to it.
Why is the conversation missing in Salesforce?
Ask Powerfront to check the selected destination, creation and bot settings, installed Salesforce components and access to linked records. Supply the INSIDE conversation identifier and time.