Create New Leads in Salesforce

Pre-requisites: To create new leads in Salesforce, you would need to have ‘Write’ permissions to the ‘Integrations’ resource set.

You can create leads in Salesforce by mapping your Salesforce Lead and Contact object with Insent fields through Field Mapping in Insent. Field mapping allows you to define and map fields to the Insent Lead object and keep your Salesforce CRM updated with the latest and most contextual lead information.

This is the second article in the four-part series on getting started with Salesforce:

1. Integrate Insent with Salesforce
2. Create Leads in Salesforce
3. Account Based Targeting for Salesforce 
4. Push Insent Chat Log to Salesforce

Setup Field Mapping

Go to  Settings → Integrations and locate the Field Mapping tab. The Field Mapping tab allows you to map all your fields from Salesforce to the Insent lead object.

You can view the list of existing mapped fields in the Field Mapping tab.

Add Salesforce fields to be mapped to the Insent Lead object from the ‘Add Field’ button. 

After clicking the ‘Add field’ button, a pop-up screen will open up. You can map fields from your Salesforce as well as other MAPs and CRMs on this screen. 

In the pop-up, you can view the list of all Salesforce source fields that are available for Field Mapping.

Under the ‘Insent field name’ option, you can choose a default Insent field from the Insent field name dropdown or create a custom field from the same dropdown. 

Choose the source fields from Salesforce and list them in the order of priority. You can map multiple fields to a given Insent field.

Click 'Save' to complete mapping fields. You should see a notification that your field mapping is successful. 

Note: You can map a Salesforce source field to only one Insent field at a time.

The fields are mapped in the order of priority in the field mapping pop-up. The number listed next to each field under the ‘Source field name’ indicates the order of priority, the number  1 indicates 1st priority, 2 indicates 2nd priority, etc.

The order of priority influences which field is prioritized by Insent for targeting and personalization. More on priority rules later in this article.

Note: In case you currently use other MAPs like HubSpot, Pardot, Marketo, you can map fields from different MAPs or CRMs to the same Insent field and define priority rules that dictate which source fields are prioritized. 

What is the 'Overwrite' option next to each field?

Turning on the ‘Overwrite’ option enables you to write data collected in Insent to your Salesforce fields. Choose whether you would like to write data to Salesforce or other sources by turning on the ‘Overwrite’ option for each source field. This would allow you to enrich your MAP/CRM platforms with the latest data you capture in Insent. 

Important: 'Overwrite' option should always be turned on for the Salesforce Email field.

If 'Overwrite' is not enabled, then no other mapped Salesforce fields will be written back, and lead creation will not be successful.

Priority Rules - Field Mapping

Insent allows you to define the order of priority that governs how data is read from Salesforce and other sources. The data available in the first priority field will be considered by default for targeting and personalization through the mapped Insent field. 

If the source field in the first priority is empty, then the source field value in the second priority will be read by the Insent field object and used for targeting. Similarly, if the first and second priority fields are empty, the third priority field is read and used for targeting.

Priority rules in Insent help ensure that your highest quality data is used for visitor segmentation in the Audience tab, where you can use accurate information for targeting visitors. 

Mapping multiple fields and arranging them in the order of priority will ensure that the right data is used for personalization through Greeting messages or Condition-based rules in the Conversations builder.

Note: You can currently map a MAP or CRM source field to only one Insent field. 

You can identify an existing source field in the Field Mapping tab through the filter option. 

Insent also allows you to create Contacts in Salesforce by mapping Salesforce Contact Object to Insent Fields. Setting up Salesforce Lead or Contact object requires you to map specific fields. The setup process for both of them is the same.

Requirements for Salesforce Lead Creation 

1. Salesforce Lead creation requires you to successfully set up Field Mapping for the Salesforce Email (Lead), Salesforce Company (Lead), and Salesforce Last Name (Lead) fields with the Insent Lead object.
2. For new leads to be created when data is captured from the visitor you will need to enable the ‘Overwrite’ option for Salesforce Email (Lead), Salesforce Company (Lead), and Salesforce Last Name (Lead) fields to be able to create Leads in Salesforce.

Note: If email mapping and overwrite are not enabled, leads will not be created in Salesforce. Hence, it is mandatory to complete this setting.

Requirements for Salesforce Contact Creation

1. Salesforce Contact creation requires you to successfully set up Field Mapping for the Salesforce Email (Contact), and Salesforce Last Name (Contact) fields with the Insent Lead object.
2. For new contacts to be created when data is captured from the visitor you will need to enable the ‘Overwrite’ option for Salesforce Email (Contact)and Salesforce Last Name (Contact) fields to be able to create Contacts in Salesforce.

After Field Mapping: What happens?

Identity Resolution based on Email submitted in Insent

• When a visitor manually submits an email through Insent, their identity is resolved from the configured integrations.
• Information about the identified visitors is read from the integrated platforms, and the data is read based on priority rules set up in the field mapping. This data is available in insent lead object and can be used to configure audiences and personalize conversations

Reading data from Salesforce CRM

• Source fields are read in the order of priority that they are mapped to an Insent field.
• Source fields will be read even if 'Overwrite' is disabled for a specific source field.

Writing data to Salesforce CRM

• Mapped Source fields are updated immediately as soon as new data is captured by the bot or through a visitor profile update by an agent.
• Mapped Dynamic Insent fields are updated in the Salesforce in 60-second intervals. To know more about dynamic fields, click here.
• If there are multiple fields mapped to an Insent field with the ‘Overwrite’ option set to Active, then the data is written back to all the mapped fields in all systems.

Audience rules based on Salesforce fields

• Setup granular audience rules based on Salesforce fields. 
• They are available immediately in the Audience rules list after the integration process is complete.

Quick Recap

• Field mapping in Insent helps you to map Source fields from Salesforce to the Insent Lead object.
• Map multiple source fields to an Insent field and setup priority rules to dictate which field should be prioritized by Insent for targeting and personalization.
• You can map a Salesforce field to only one Insent field at a time. 
• Choose to write data back to Salesforce based on your visitor touchpoints with Insent by enabling the ‘Overwrite’ option.

Please feel free to reach out and connect with our Customer Success team for any further questions on success@insent.ai or Chat with us!