This article addresses common questions about the integration of iAdvize with Salesforce, including automatic case creation, conversation management, connector installation, conversation end tags, use of AI tools, and transcript storage. Learn how to optimize the user experience with this integration.
- Can we connect modop loaded in Salesforce knowledge to feed the Agent copilot?
The Salesforce connector does not currently support Gen AI features. Knowledge creation must be done from the iAdvize admin or via our public API.
- Can cases be created automatically without the agent having to create a case manually?
Yes, default actions such as case creation can be configured for specific triggers (e.g., new visitor or new conversation). Clients can create and customize a Salesforce “flow” to perform the desired action.
- How is iAdvize installed on Salesforce?
The connector consists of a Salesforce App that is installed via a link provided to the client. (Note: The app is still under review by Salesforce and is not yet available in the Salesforce AppExchange store).
- Can multiple chat conversations be managed on Salesforce?
Yes, the embedded Desk retains the same functionalities as the standalone version. Therefore, the number of conversations managed per agent can be specified.
- Do conversation end tags appear in Salesforce?
Yes, the tags that an agent adds when closing a conversation do appear in Salesforce (in the Conversation object created in Salesforce).
- Is there integration with omnichannel to avoid routing a conversation to an agent already engaged on another channel?
No, the current version of the connector does not support Salesforce Omnichannel, but this could be achieved through a custom integration project.
- Are the agent bot and AI agent tools available in a separate window? Is any special integration required?
Yes, the embedded Desk retains the same functionalities as the standalone version. These tools are available without additional integration.
- If there is a phone call (thus outside iAdvize), can the agent access the AI agent tools?
AI agent tools are only available in the context of an ongoing conversation. They are not accessible without a conversation in iAdvize.
- Regarding storage load, are conversation transcripts stored locally on Salesforce?
Transcripts are not stored in Salesforce but only on the iAdvize side. An API call to iAdvize is made on demand to display this information in Salesforce.
- Can case/client record creations be displayed in front of the conversation?
When using a visual “Flow,” case and client record creation appears in an element that opens in front of the console. Without a flow, case and client record creation is done in the Salesforce console, next to the iAdvize Desk.
