Here is the lists of fields that are generated with the iAdvize Visitor and Conversation objects:
Visitor object
Field
|
Description
|
Visitor number
|
Salesforce unique visitor ID
|
Email
|
visitor email*
|
Phone number
|
visitor phone number*
|
First name
|
visitor first name*
|
Last name
|
visitor last name*
|
Address
|
visitor address*
|
Postal code
|
visitor postal code*
|
City
|
visitor city*
|
Country
|
visitor country*
|
Visitor ID
|
iAdvize visitor ID
|
External ID
|
iAdvize visitor external ID if available / provided
|
Unique ID
|
iAdvize VUID (randomly generated and stored in the browser local storage)
|
* if available on iAdvize
Conversation object
Field
|
Description
|
Conversation Number
|
Salesforce conversation unique ID
|
Transcript
|
transcript of the conversation
|
Type of conversation
|
iAdvize conversation type ID (the conversation type is selected by the agent at the end of the conversation)
|
Channel
|
channel of the conversation
|
Date and hours of the conversation
|
conversation start date and time (first message from visitor)
|
End of the conversation
|
conversation end date and time (closing by either a bot or an agent)
|
Duration of the conversation
|
conversation duration (time lapse between conversation start and end)
|
Visitor
|
link to the iAdvize Visitor object
|
Conversation ID
|
iAdvize conversation ID
|
Website ID
|
iAdvize website / project ID
|
Rule ID
|
iAdvize rule ID that triggered the conversation
|
Custom Field 1…4
|
custom fields that can be added in the agent closing form*
|
Create Case at Conversation’s end
|
a checkbox that can be added in the agent closing form*
|
Operator
|
Reference to a Salesforce user (if operator’s ID matches)
|
Operator’s ID
|
iAdvize operator ID
|
Operator’s notes
|
operator’s notes completed in the agent closing form
|
* see the article: Personalize your iAdvize settings to fit your business needs
1. Add the iAdvize Visitor and Conversation objects into the Contact, Account, Lead or any Custom objects
By following the steps below you can add the iAdvize Visitor and Conversation objects into the Contact, Account, Lead or any Custom objects.
When you installed the iAdvize package, an iAdvize layout is available into those three Salesforce objects. You can either use the iAdvize layout (option 1) or choose to update your own (option 2).
- Enter the Setup menu
- Go to Object and Fields > Object Manager
- Find and click on the object you want to customize (Contact, Account or Lead)
Option 1: Define the iAdvize user layout as default
- Click on "Contact/Account/Lead" Page Layout Assignment
- Click on Edit Assignment
- Select the profiles you want amend, then in the dropdown menu select iAdvize Contact/Account/Lead Layout and Save
Option 2: Customize your existing layout
- On the layout to customize, click on the arrow at the end of the line then Edit
- Click on the Related Lists item in the main block
- Drag and drop: iAdvize Visitor and/or Conversations
- Then click on Save
2. Add the iAdvize Conversation object into your Case object
This step adds a field in the Case object that may contains the related Conversation object.
- Enter the Setup menu
- Go to Object and Fields > Object Manager
- Find and click on the Case object
- Click on the Case Page Layout item on the left menu
- Then Edit the Case Layout ligne
- Drag and drop the Conversation field where you want
- Then click on Save