Request field mapping

The following fields can be found in both the Case and Messaging Session sub-tabs. Fields marked with an asterisk (*) are required.

*Customer name

This will be the name associated with the customer with whom the interaction took place. Related objects will also be available here; for example: Contact - Full Name

*Customer email

This will be the email address of the customer with whom the interaction took place. The survey will be sent to this email address. Related objects will also be available here; for example: Contact - Email.

*Channel

Channel will identify which medium the interaction happened through. Common values include phone, email, or chat. If this is not stored in Salesforce in one of these formats, a formula field can be created to provide it in this format and that field can be mapped here.

*Employee email or Employee ID

The employee that had this interaction will need to be identified in the same way they are identified in the Agent Connect system, which will either be an email address or a custom employee ID. The mapping will typically be something like: Owner - Email or Owner - Employee Number. You can select which type of identifier to use in the Identify by field.

Do Not Send

If there are business rules for your team that require an Agent Connect request to NOT be sent, you can specify a field to indicate whether or not to send the survey. This is typically set via formulas or Flows but can also be a field that is made available to the agent to manually set.

Language

This field specifies the language of the survey, and is only applicable if you provide service in multiple languages. You can find details on supported languages and the required format in Supported languages: Configuration. If the format doesn't meet the requirements, you can use a formula field to map them appropriately and then update the field mapping for Language to use that field.

Tags

Tags are a great way to provide more insight around what a specific interaction was about. "Case reason" or "Case type" are two examples of valuable data points to provide here. These can be provided as a string, picklist, or picklist (multi). Additional information on how tags are leveraged in Agent Connect can be found in What are interaction tags?.

Transcript Text

This field is only applicable if you perform QA reviews in Agent Connect. Providing a mapped field for transcript text allows Agent Connect to display the contents of the mapped field as the interaction transcript when performing a QA review. If the format in which you store transcripts doesn't match the available fields, you can use a formula field to map the transcript to a supported field and then update the field mapping for Transcript Text to use that field.

Important: The transcript text must be stored on the record that contains interaction details. If the text is stored elsewhere by default, you will need to store a copy of it in the designated record so that the integration has access to it.

Country

This field can help to provide richer reporting in Agent Connect if you support multiple languages. You can find details on the correct format in Supported languages: Configuration. If the format doesn't meet the requirements, you can use a formula field to map them appropriately and then use that field, instead.

Brand

For clients with multiple brands, this field will identify which brand is associated with the request. The value of this field will affect the logo and color scheme shown in the request, as well as reporting. The brand can be identified in any way you would like. A mapping will be set up in Agent Connect to identify the brand based on the value in this field.

Audio Data

This field is most applicable if you use Agent Connect to perform QA Reviews. Providing a mapped field for the audio URL will allow Agent Connect to display the URL as a clickable link when performing a QA review. This will allow the reviewer to listen to an interaction during a QA review. If the format in which you store an audio URL doesn't match the available fields, you can use a formula field to map the transcript to a supported field and then update the field mapping for Audio Data to use that field.​

Custom Properties

Agent Connect can send custom properties (essentially custom ticket fields) with each survey request. This allows you to filter Interactions for QA, both on the Interactions page and when building a QA assignment. Additional information on how custom properties can be leveraged within Agent Connect can be found in Custom Property mapping.

Service recovery mapping

Fields marked with an asterisk (*) are required.

*Employee identifier

The employee that had this interaction will need to be identified in the same way they are identified in the Agent Connect system, which will either be an email address or a custom employee ID. The mapping will typically be something like: Owner - Email or Owner - Employee Number. You can select which type of identifier to use in the Identify by field.

Do Not Send

If there are business rules for your team that require an Agent Connect request to NOT be sent, you can specify a field to indicate whether or not to send the survey. This is typically set via formulas or Flows but can also be a field that is made available to the agent to manually set.

*Initial Feedback

Identify the field on your base object that references the original request. This should be a new field added to your base object which can be populated when a new service recovery item is created.

Tags

Tags are a great way to provide more insight around what a specific interaction was about. "Case reason" or "Case type" are two examples of valuable data points to provide here. These can be provided as a string, picklist, or picklist (multi). Additional information on how tags are leveraged in Agent Connect can be found in What are interaction tags?.

Data return field mapping

The Data Return Field Mapping tab works differently than the others. In this tab, four items are linked together for each mapping:

• Name — The name of a field on the Response record that will hold the value returned from Agent Connect for this item

• Data Return Path — The path to the value in the expected payload from Agent Connect, using dot notation (for example, object.field_name)

• Field — The name of a field in Salesforce to be used to store the value received.

  This field is accessible to Salesforce for reporting or analyzing survey responses.

• List Item Value — (Optional) If the field in the Data Return Path contains a list item, the name of the field within each list item where the relevant value is stored will be listed here.

  For example, looking at "Areas for Improvement" in the default mappings, the Data Return Path is answers.areas_of_improvement.selected_options. The selected_options field is an array containing list items, and each list item includes a field named option_text that we are interested in. Thus, we use option_text for the List Item Value.

The Data Return Field Mapping tab is fully configured by default, and you can add additional mapping as needed. You will see default entries for many types of survey questions (NPS, FCR, etc.), as well as critical items such as the UUID and Employee identifiers.