Importing Engage Connect Chat Logs into CRM as Chat Messages

Business admins can configure Vault CRM to import chat messages from the Engage Connect database as chat_message__v records. These records contain chat message data and automatically associate with the appropriate account and user. The data can be utilized within CRM to help analyze productivity and monitor for compliance purposes with Approved Notes.

Who can use this feature?

  • Browser Users
  • Users require an Engage license
  • Business Admin Users, Integration Users

Configuring Importing Engage Connect Chat Logs as Chat Messages for

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 Objects.
  5. Grant the following permissions:

    Object

    Object Permission

    Object Types

    Fields

    Field Permission

    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 Integration Options.
  9. Select the Enabled check box in the Chat Import section to enable creating chat_message__v records.
  10. 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 Objects.
  4. Grant the following permissions:

    Object

    Object Permission

    Object Types

    Fields

    Field Permission

    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.

Scheduling the Engage Connect Process as

After defining the integration user, business admins must activate and schedule the Engage Connect Integration 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.

Creating Chat Message Records from the Engage Connect Process as

When the Engage Connect Integration Process imports chat messages between users and HCPs, a chat_message__v record is created with the following fields populated based on field values in Engage Connect:

Field in CRM

Description

sent_datetime__v

The time the message was sent, formatted in UTC

channel_ext_id__v

The unique external ID of the chat thread in Engage Connect. Used to group chats together.

message__v

The complete text of the chat message. This field does not populate if the message_metadata__v field is populated.

message_metadata__v

The metadata of the chat message. This field is used for predefined messages and does not populate if the message__v field is populated.

This field cannot be monitored via Approved Notes.

sender_type__v

May be one of the following values, based on the type of sender:

  • hcp__v – The sender is an HCP
  • user__v – The sender is a user

user__v

References the corresponding user in CRM

account__v

References the corresponding account in CRM if the HCP's Engage profile is associated with an account

country_code__v

The country code of the corresponding user in CRM

first_name__v

The first name of the sender in Engage Connect

last_name__v

The last name of the sender in Engage Connect

external_id__v

The message’s unique external ID in Engage Connect

Viewing the History of the Engage Connect Process as

Business admins can view the history of the Engage Connect Integration 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.

Considerations

Any supported fields on the chat_message__v object can be monitored via Approved Notes.

Related Topics

Importing Engage Connect Chat Logs into CRM as Call Records

Approved Notes Overview

Using Engage Chat in CRM