How have you gone about it? We are currently using Salesforce Service Cloud as our primary Support ticketing solution and have tried Intercom's out of the box integration. However, its hard to get chat transcripts to sync properly to the CASE opposed to being a task with a CONTACT. Eventually, we would like to use Intercom as an interface for customers to easily create cases on their own, as an alternative to Custom/Resolution bots and Chat based triage - which right now is very manual (as Cases are created from the Inbox by an Employee). Also, we are looking into building out some webhooks to sync Account based details more easily, as the User centric model doesn't work well for our B2B product. Anyone in the same boat, that may have similar use cases, that have built out a solution? Curious to hear from others.

I have had a look at the likes of Tray, Zapier etc and found I can get conversation transcripts on other objects but it requires a 3rd party integration, additional cost and support / tech debt so we have not gone beyond R&D on it.My main need for Intercom / Service Cloud is similar to yours which is to bind conversations and cases;Conversation transcripts to map automatically to chat transcripts and be linked to the case and contact recordsConversation attributes to link to case fieldsAbility to generate cases from bot flowsAbility to search for case details and pull back information either via agents or preferably bot flowsChange in case status to update any related casesAgents to be able to link conversations to cases via lookup / search (like the Intercom JIRA App that does exactly that)As the integrations I have played with have not offered all of these, I have parked it with hope Intercom we build more case related enhancements in future Salesforce app iterations.

Hi there! We use Salesforce and have a decent integration that sends the chat transcript to the SF Case at close. We are looking to improve this integration soon so that it can establish the SF case at chat creation and sync periodically until and then at close. Happy to chat with you more. :)

Has anyone attempted a more advanced Salesforce integration?

Has anyone attempted a more advanced Salesforce integration? | Community

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