Salesforce Integration with x-bees - User Guide

Activation

To activate the integration inside x-bees, you need to go to x-bees Settings -> Integrations -> find Salesforce, click Activate and log in. 

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Features

From x-bees, it is possible to:

• Create new SF leads and manually log activities to SF:

  • The user who performs an action on a Salesforce record from x-bees is assigned as the author of this activity in Salesforce

  • If the user who performs an action is not present in Salesforce, then the activity is automatically assigned to the account's Admin

• Manage Salesforce Opportunities directly via x-bees Info frame, track Opportunity stages, view and edit summary, access connected Contacts, manage notes and tasks

Salesforce leads management 

Find Salesforce leads and look up activities

Use the search field in the upper left part of the screen to find Salesforce leads and contacts. All the results matching your criteria from your Salesforce instance appear in the drop-down list:

• Under Salesforce contact name you can also see the Company name of the contact:

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• In front of Conversations with Salesforce contacts and leads there is a blue Salesforce logo:

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To look up the activities, click on the match and proceed to the Tasks and Activity tabs in Salesforce section on the Info panel. Summary tab includes such information as Company, lead name, email, phone number, Record Owner.

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When you click on Tasks or Activity tab, the relevant information is displayed below: 

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If you are already in a conversation with a Salesforce lead or contact, Salesforce section on the Info tab displays information about an external member of the conversation, found in Salesforce contacts: 

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Or you can proceed to the Members section, click three dots icon (1) next to the necessary member and click View profile (2): 

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Manage Contacts

Logging activities

To manually log activities, open a Salesforce lead on x-bees. You have two options: 

• Create Task

When creating a Task, you need to enter Subject, Task Subtype, Status, Due Date, and Priority. If needed, you can also set Reminder. Reminders are displayed in Salesforce. 

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• Add Activity

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Users who created a task or logged a call via x-bees, can edit the tasks in Salesforce.  

Note, that inbound and outbound calls via PBX are automatically logged for all users that have a match in Salesforce (leads, contacts, accounts) and are displayed in Salesforce as completed tasks. Conferences are also automatically logged as tasks in Salesforce. For more information about automatic logging, check out the documentation Automatic Logging of Calls and Conferences in Salesforce.

Multiple matches found in Salesforce

In some cases, when looking for a Salesforce lead on x-bees, multiple matches are found. In this case, you need first confirm the match, and then log the activity.

Click on the Wrong Match field:

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Choose the relevant match (1) and click Confirm (2):

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Create a Salesforce lead

You can create a Salesforce lead in x-bees from a conversation or from a contact card.

• From a conversation

In case you are in a conversation with an external person who is not present in Salesforce, you can add this contact

• From a contact card

In case you opened a Salesforce lead and you consider it a wrong match, you have an option to create a new Salesforce lead:

One match found in Salesforce:

1. Click Wrong match?

2. Click Create Lead

3. Fill out lead details and click Create

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Multiple matches found in Salesforce:

• Click Matches in Salesforce (1) ->Create Salesforce Lead (2):

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• At the next step, fill out the fields and click Save:

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Manage Salesforce Opportunity

The Salesforce Opportunity integration in x-bees simplifies the management of Salesforce Opportunities by allowing you to handle them directly within x-bees Info frame. It is available for all conversations with at least 1 external contact. 

With this integration, you can conveniently track Opportunity stages, view and edit its summary and access connected Contacts, all within x-bees Info frame. If you and your colleagues are in the same conversation with an external contact, all of you have access to the linked Opportunity. This saves time and reduces the need to switch to Salesforce, fostering collaboration and alignment across the team.

Access Opportunity

To access Salesforce Opportunity section, follow these steps:

• Open x-bees and proceed to a dedicated conversation with a Salesforce Contact

• On the Info frame, navigate to the Salesforce -> Opportunity tab:

• In case conversation is not started yet, you can see the following notification on the Opportunity tab:

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• Currently, it is possible to connect only one Opportunity to one conversation. In case Opportunity was already connected to another chat, you may see the following notification: 

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• If you click Confirm, the Opportunity is connected to the current conversation, the previous connection to another conversation is removed

Manage Opportunities

Within Salesforce Opportunity in x-bees Info frame, you can:

1. Track Opportunity stages

   • You can track the various stages of the Opportunity (Working, Qualifying etc) as well as change them in the Summary section (see the description below)

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2. View more details or change the Opportunity stage directly in Salesforce, click Salesforce button to open it

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3. View and edit Summary

• To view or edit the Summary including Stage, Key Info, Value Prompter and other details, navigate to the Summary section

• To enter editing mode, click on the Pencil icon next to the Summary 

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• Make the necessary changes in the provided fields

• Once editing is complete, click Save button to save your changes

4. View and edit Notes and Tasks and create new ones

• To view Notes/ Tasks associated with the Opportunity, navigate to the Notes/ Tasks section

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• To create a new note/ task, click on the + Note/ + Task button

• To edit a note/ task, click on the Pencil icon next to the relevant item

• Additionally, you can open tasks directly in Salesforce by clicking on the dedicated icon next to a specific task as well as mark them as complete

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5. View Contacts connected to Opportunity

• To view the Contacts associated with the Opportunity, navigate to the Contacts section
  
  

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• To view more details about the Contact, click on the dedicated icon next to the Contact roles to directly open them

Manage Salesforce Cases

The Salesforce Case integration in x-bees streamlines customer support by allowing you to view and manage Salesforce Cases directly within the x-bees Info frame. With this integration, you can easily track Case status, view and update key details, and access related Contacts and Activities – all without leaving x-bees.

Access Case

To access Salesforce Case section, follow these steps:

• Open x-bees and proceed to a dedicated conversation with a Salesforce Contact

• On the Info frame, navigate to the Salesforce -> Case tab:

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Manage Cases

Within Salesforce Cases in x-bees Info frame, you can:

1. View Case number and subject, as well as switch between different cases of the same customer:

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2. Open the case in Salesforce:

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3. View case status, type, priority and case reason:

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3. View summary, which includes case owner, case number, origin, subject, and description:

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• To edit Summary, click on the Pencil icon:

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• In the editing mode, you can modify the following details:

  • Case status, priority and case reason (1)

  • Case origin, subject and description (2)

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• Make the necessary changes and click Save button to save your changes

Logging external conversations

Group conversations with external members are automatically added to Salesforce as tasks, after the conversation disappears from Live dashboard after 60 minute timeout. Check out the document Automatic Logging of Calls and Conferences in Salesforce for more information. 

Calendar Events Sync

When using Einstein Activity Capture in Salesforce, any x-bees meeting you schedule with a Salesforce contact or lead in Google or Microsoft 365 calendars is automatically recorded as an activity in Salesforce, so you don’t need to log it manually. The meetings are added to Salesforce calendar. For meetings with multiple participants, you can find link to the relevant x-bees conversation in the event description:

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Custom Objects

Wildix also provides support for custom objects (e.g. Person Account, Cases and other Salesforce objects or client custom objects) for Salesforce integration with x-bees, which are available on demand. Using custom objects allows to tailor the system to your unique business processes and store and manage data that standard objects don’t cover, create relationships between different data sets, and streamline workflows.