Brief Overview

This feature allows users to utilize pre-configured Salesforce connections directly within the console. This integration enhances the ActionBot's capabilities by automating Salesforce processes and dynamically retrieving data. As a result, it streamlines workflows and significantly improves the user experience.

How It Works

To use the salesforce connection users must:

1. Connect a Salesforce API connection

2. Create a salesforce choice question

1. Connect a Salesforce API connection

1. Go to the connections page in the console
2. Click + Add a connection
3. Select which Salesforce environment to connect:
   1. Salesforce sandbox
   2. Salesforce production
4. The Salesforce authorization page will open
5. Sign in with the admin user's email and password
6. Return to the connections page
   1. The new connection should now be added to the list
7. Optional: Test the connection

2. Create a Salesforce question

The bot retrieves values (records/data) from Salesforce and offers them as suggestions for users to select as answers, allowing you to create conversations around them. Users can quickly find the correct record by typing to filter the options.

1. Go to the conversations page in the console
2. Click + Create a conversation
3. Click the + Create button in the center of the conversation
4. Click the Question conversation step

ActionBot Conversation Steps

Settings

1. Enter a name for your question
2. Click the question type dropdown
3. Select Connection Salesforce
4. Type your question that will appear to users
5. Optional: Type the error message that will be shown to users if the bot is unable to retrieve an answer
6. Optional: Adjust the amount of time that your conversation will be paused before playing the question

Salesforce connection

1. Click the Connection type dropdown and choose one of the following options to select the source for the values:
   1. Click a preconfigured connection
   2. Click + Add New Sandbox Connection
   3. Click + Add New Production Connection
2. Click the Account dropdown to choose the account from which to draw values
3. Click the Value source dropdown to choose which Salesforce object contains the answers to your question
   Value source example

   • The bot will pull these values and present them as suggestions to your users. When editing an account, users must first select the account they want to edit. In this case, the object to select is Account, which will use the API to provide a list of available accounts for the user to choose from.

   

4. Click the Data source dropdown to choose if the suggestions will be taken from:
   1. Records: The actual records of the object
   2. Field metadata: The possible values of a field
5. Click the Display value by dropdown to choose which object field will be shown as suggestions to users
   Tip

   • Choose the field that best presents the answers to your question
   • Typically, select the object's name

   

6. Click the Matching field dropdown to choose the field that will be used for suggestions and the one that will be selected as the value
   Matching field example

   • If you select the Account object, set the Display as field to Name and the Matching Field to ID
   • Users will see the names as suggestions, but the ID will be used as the selected value
   • The ID can then be used in later steps, such as a URL redirect, to direct the user to the chosen Account

   

7. Optional: Click Test to check your results

Additional suggestions

These suggestions will be shown to your users in addition to the suggestions coming from the Salesforce object.

1. Optional: Enter additional suggestions to be shown to your users using the following options:
2. Click Bulk add
3. Enter suggestions individually in the text field
4. Optional: Click Reorder to reorder how the suggestions are displayed
5. Click the Additional suggestions position dropdown to select how the additional suggestions will be added to the suggestions:
   1. On top
   2. On the bottom
   3. Merged list
6. Optional: Add a visual separator between the additional suggestions and the suggestions coming from the Salesforce object

Filter & sort values

Filter the records pulled from Salesforce to exclude unnecessary records and sort the ones that are returned. Use this option to filter out unnecessary records (values) by conditioning the records pulled form Salesforce.

How to add a filter:

1. Click + Add new filter
2. Enter the fields
   Filter example

   • To pull accounts where the industry is set to Banks:

     • Select Industry as the filter variable

     • Choose the = operator as the comparison type

     • Enter Banks as the value

   

3. Click the Sort records by dropdown to organize them in a specific manner
   Sort records by example

   • To sort the account names presented to users in ascending order (A → Z):

     • Select Name as the sort records by field

     • Choose the ASC (A → Z) option

   

Answer validations

Answer validations check user input against predefined criteria. If the input doesn't match the expected format, an error message is displayed.

1. Click + Add new validation
2. Enter the validation name
3. Select the Comparison type
4. Enter the value
5. Click Save validation