Source: https://vaultcrmhelp.veeva.com/doc/Content/CRM_topics/Multichannel/Engage/Connect/ImportingChatLogsCall.htm

## Importing Engage Connect Chat Logs into CRM as Call Records

Business admins can define which types of Engage chat messages to import into CRM as call2\_\_v records to track specific interactions between end users and HCPs. These records contain chat message data and automatically associate with the appropriate accounts and users. For example, if a customer wants all sample requests from HCPs to be tracked as calls in CRM, the business admin can import only sample request chat messages as call2\_\_v records.

**Who can use this feature?**

* Business Admin Users - Browser
* [Schedule the Engage Connect process](#Scheduling)
* [View the history of the Engage Connect process](#Viewing)
* Integration Users - Browser
* [Create records from the Engage Connect process](#Creating)
* Users require an Engage license

### Configuring Importing Engage Connect Chat Logs as Call Records for

[![Closed](../../../../../Skins/Default/Stylesheets/Images/transparent.gif)Business Admin Users](#)

To configure this feature:

1. Ensure the [Process Scheduler](../../../Integration/Process_Scheduler.htm) 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**.

   ![](../../../../Resources/Images/Multichannel/Engage/Connect/ChatIntegrations/IntegrationOptions.png)
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](../Share/ShareCLMLink.htm) for more information.
12. Select **Save**.

[![Closed](../../../../../Skins/Default/Stylesheets/Images/transparent.gif)Integration Users](#)

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**.

   ![](../../../../Resources/Images/Multichannel/Engage/Connect/ChatIntegrations/IntegrationOptions.png)
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

[![Closed](../../../../../Skins/Default/Stylesheets/Images/transparent.gif)Business Admin Users](#)

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** checkbox.
6. Select **Save**.

### Creating Records from the Engage Connect Process as

[![Closed](../../../../../Skins/Default/Stylesheets/Images/transparent.gif)Integration Users](#)

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:

| Field in CRM | Description |
| --- | --- |
| account\_\_v | The CRM account in the chat conversation from Engage Connect. References the corresponding account\_\_v record in CRM. |
| ownerid\_\_v | The CRM user in the chat conversation |
| call2\_status\_\_v | Always populates with submitted\_\_v |
| call\_date\_\_v | The date of the message. If multiple messages are documented by the call2\_\_v record, this field represents the date of the earliest message. |
| call\_datetime\_\_v | The date of the message. If multiple messages are documented by the call2\_\_v record, this field represents the datetime of the earliest message. |
| call\_channel\_\_v | Always populates with message\_\_v |
| call\_type\_\_v | Always populates with Call Only |
| chat\_summary\_\_v | Indicates the category, product, and details of the chat messages  Possible categories are:   * Sample – Indicates the account requested a sample * SHARED\_LINK ​​– Indicates the message contained a shared CLM content link   Messages are summarized using the following format:   * Sample - {HCP Display Name}: {category}: {name of brand in Engage Connect} | {name of sample record in Engage Connect} * SHARED\_LINK - {HCP Display Name}: {category}: {mobile ID of the sent message}   For example:  Ian Kehl: Sample: Cholecap | Cholecap 20mg Sample |
| createdby\_platform\_\_v | Always populates with engage\_connect\_\_v |
| lastmodifiedby\_platform\_\_v | Always populates with engage\_connect\_\_v |
| user\_\_v | The CRM user in the chat conversation |

### Viewing the History of the Engage Connect Process as

[![Closed](../../../../../Skins/Default/Stylesheets/Images/transparent.gif)Business Admin Users](#)

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 checkbox, then selecting Save.

### Related Topics

[Importing Engage Connect Chat Logs into CRM as Chat Messages](ImportingChatLogsMessage.htm)

[Approved Notes Overview](../../../ApprovedNotes/Overview.htm)

[Using Engage Chat in CRM](EngageTab.htm)