To configure this feature:

1. Ensure the Process Scheduler is configured.

2. Navigate to Admin > Users & Groups > Permission Sets.

3. Select the permission set for the appropriate user profile.

4. Select the Objects tab.

5. Grant the following permissions:

   Object	Object Permission	Object Types	Fields	Field Permission
   call2__v	CRE	engage_connect__v	account__v call_channel__v If the call_channel__v field is auto-populated by a formula, business admins must update the formula to populate this field with message__v for the engage_connect__v record type. call_date__v call_datetime__v chat_summary__v createdby_platform__v lastmodifiedby_platform__v object_type__v ownerid__v status__v	Edit
   chat_message__v	CRE	chat_message__v	All fields	Edit

6. Grant access to the Engage Connect Administration (engage_connect_admin_page__v) page.

7. Navigate to CRM Setup > Engage Setup > Engage Connect Process Administration.

   

8. Navigate to the Integration Options section.
9. Select the appropriate types of chat messages to import as call2__v records in the Call Report section:
10. Sample Requests – Indicates the account requested a sample
11. Web link for Content – Indicates the message contained a shared CLM content link. See Sharing CLM Content via Web Link for more information.
12. Select Save.

To configure this feature:

1. Navigate to Admin > Users & Groups > Permission Sets.
2. Select the permission set for the appropriate user profile.
3. Select the Objects tab.
4. Grant the following permissions:

   Object	Object Permission	Object Types	Fields	Field Permission
   call2__v	CRE	engage_connect__v	account__v call2_status__v call_channel__v If the call_channel__v field is auto-populated by a formula, business admins must update the formula to populate this field with message__v for the engage_connect__v record type. call_date__v call_datetime__v call_type__v chat_summary__v createdby_platform__v lastmodifiedby_platform__v mobile_id__v name__v object_type__v ownerid__v user__v	Edit
   chat_message__v	CRE	chat_message__v	All fields	Edit

5. Navigate to CRM Setup > Engage Setup > Engage Connect Process Administration.

   

6. Select Edit in the Integration User Credential Management section.
7. Enter the credentials of the appropriate integration user.
8. Select Save to validate the credentials.

After defining the integration user and types of messages to import, business admins must activate and schedule the Engage Connect Process:

1. Navigate to the Process Scheduler.
2. Navigate to the Engage Connect Integration Process.
3. Select Edit.
4. Select the appropriate time for the process to run.

   The only available interval is Daily.

5. Select the Schedule will be active check box.
6. Select Save.

When the Engage Connect Process imports chat messages between users and HCPs, a call2__v record is created with a record type of engage_connect__v. All chat messages between an HCP and a user in the last 24 hours are grouped into one call2__v record. Records are only created if there is a corresponding account__v record for the HCP. For example, if there is a sample request and shared content between a user and an HCP in the last 24 hours, these two messages are imported into one call2__v record.

The following fields populate based on values in Engage Connect:

Business admins can view the history of the Engage Connect Process from the Engage Connect Integration Process History section of the Engage Connect Process Administration tab. This section lists the results of the last 10 runs of the process.

Business admins can select the Successes and Failures columns to download a CSV file of all successfully created or failed records. Failures can be retried by selecting the Retry on Next Run check box, then selecting Save.