Set up Chat Journal to Salesforce CRM

With Salesforce connected to Cloud Voice, you can turn on chat journaling so that the entire messaging conversation between a user and a CRM (Customer Relationship Management) contact is copied into Salesforce for later review and reporting. This page walks through enabling the feature and choosing how each synced record is labeled.

Caution

A conversation is only journaled when the contact’s number in the chat session is an exact match for the number saved on the CRM contact record. Both values must be identical, including the country code (for example, +1123456789 on each side).

Requirements

Your Cloud Voice system must be running firmware version 84.23.0.83 or later.

Before you start

Confirm the following are in place:

• The Salesforce CRM integration is already set up.
• At least one messaging channel is configured on your system.
• A CRM user (whose extension is linked to the integration) has already started an external chat with a CRM contact through the messaging channel in the Cloud Voice App.

Turn on chat journaling

1. Sign in to the Cloud Voice management portal and open Integrations > CRM.

2. On the CRM integration page, enable Chat Journal.

3. In the Subject field, enter the title you want each synced record to carry.

   

   Note

   The subject can include variables, so you can build the title dynamically from conversation details instead of using fixed text. See the chat journal scenario variables in the integration template reference for the placeholders you can use.

4. Click Save.

What happens next

When an external chat with a CRM contact ends, whether the user closes it or the system does, Cloud Voice creates a Task on that contact in Salesforce using the subject you defined, and writes the whole conversation into the Task’s Comment field.

Note

Messages are recorded in the order they were sent, and each entry includes the channel type, timestamp, sender, and message content.