Appendix: Field Mappings & Custom Properties

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

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.

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

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.

This will be a reference to the DateTime field you created at the beginning of the installation and configuration process. Again, this is a DateTime at which an interaction becomes eligible for a Agent Connect request. Every 5 minutes, a background job will find objects that have a DateTime between the previous job and “now” and send Agent Connect requests for each of those objects.

This is not a required field. If there are business rules for your team that require an Agent Connect request to NOT be sent, this is a great way to provide that detail. It can be valuable to still fill the DateTime so that the Agent Connect system can have an accurate representation of interactions that have happened but also keeps an actual survey from reaching the customer. This is typically set via formulas or Flows but can also be a field that is made available to the agent to manually set.

This is not a required field. 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, but can be from any related object. These can be provided as a string, picklist, or picklist (multi). Additional information on how Tags are leveraged in Agent Connect can be found here.

This is not a required field and is only applicable if you service multiple brands. Brand will identify which brand you are sending a request on behalf of, which will affect the logo and color scheme shown in the request as well as reporting. This can be identified in whichever way is easiest for you. A mapping will be set up in Agent Connect to identify the brand based on the value in this field to process each brand separately.

This is not a required field and is only applicable if you provide service in multiple languages. Language will identify which language the interaction has happened in so that the Connect request can also be in that language. You can find details on supported languages and the required format here. If the format doesn't match as required, you can use a formula field to map them appropriately and then update the Field Mapping for Language to use that field.

This is not a required field and is only applicable if you provide service in multiple languages. Country can help provide richer reporting within Agent Connect, especially if you are supporting in multiple languages. You can find details on the correct format here. If the format doesn't match as required, you can use a formula field to map them appropriately and then configure the Agent Connect app to use that field.

This is not a required field and is only applicable if you are using Agent Connect to perform QA Reviews. Providing a mapped field for Transcript Text allows for the Agent Connect platform 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.

This is not a required field and is most applicable if you are using Agent Connect to perform QA Reviews. Providing a mapped field for Audio URL will allow for Agent Connect to display the URL as a clickable link when performing a QA Review. This will allow for the Reviewer to select the link in order to listen to an interaction to complete 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.
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Agent Connect supports the ability for you to send Custom Properties (essentially, custom ticket fields) with each Survey Request. Passing Custom Properties to us enables your team to utilize custom ticket fields 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 here.