Announcing A Major Update to our SalesForce Integration

We are very happy to announce a major update to our SalesForce integration today! We have been compiling notebooks and sketchpads full of great feedback from our SalesForce users on how we could make things better. In the dark of night, in a secret laboratory, located on an island, with a volcano, guarded by sharks with lazerbeams on their heads…. our developers have been hard at work crafting some pretty impressive feature, let’s take a look.

What’s New

  • Security tokens are no longer required, you will link SnapEngage and SalesForce once and be done
  • Your custom fields will populate automatically, no more manually creating hieroglyphic like field names
  • On the fly commands are completely configurable now, you have total control
  • Comments for cases can be public or private
  • One click to enable your Sandbox

Getting Started

The very 1st thing you will want to do is migrate to the newest version of the integration by logging into your SnapEngage account and clicking over to the Integration Tab.

You will be greeted by a pop up asking you to connect with your SalesForce account (make sure you are an administrator).


Login with your Salesforce credentials and Allow access, if you are already logged into SalesForce even better.

After that you will see that you are connected! That is it, now we will stay connected to SalesForce until you revoke access. You can control these access rights directly inside your SaleForce account if needed.


Custom data mapping

Any current custom data/field mapping you have done will remain but the great thing is going forward, any custom fields you create in SalesForce will be present in the drop down menu! No more having to find the name and copy and paste it into SnapEngage!

Commands and Operator Variables

In the past we had some hard coded commands that agents could use to record information during a chat to automagically fill in the relevant field in SalesForce. This is a great time saver for the agents as they don’t have to go back later to fill in the fields. A great example would be:

\name=Sponge Bob

\company=The Krusty Krab

Well now we have done away with a standardized system and instead you can create commands that work best for your team.

In the case of name you could create an Operator Variable and call it, “FN” translation “First Name” and map the field you would like the command to interact with the “FirstName” field in SalesForce. We can do the same thing with “LN” for “Last Name” So during a chat you learn that you are chatting with Sponge Bob, you want to make sure you capture that and send it to SalesForce so you type:




When using SalesForce in support mode you now have the option to have case comments be public or private. Include the contents of the chat transcript in replies or leave them out, your choice.


Enabling your SnapEngage sandbox couldn’t be easier now, just check the box and you can login directly to your SalesForce sandbox. There you can build a sand castle and construct temporary structures to your heart’s content, just don’t throw sand.

Next Steps

You can login to your SnapEngage account right away, activate the new integration and start creating some operator variables!

For a more detailed walk through of the integration hop on over to our Help Portal.