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Salesforce Support Chat

Unwrap integrates with Salesforce Support Chat to import and analyze your customer support conversations, giving you actionable insights from every interaction.

Permissions​

Before you can configure the Salesforce Support Chat Integration on Unwrap you must first create a user in your Salesforce Org that has the permissions to add "Connected Applications". Follow the directions here

Step 1: Create New Salesforce Integration​

  • Go to the Integrations page in Unwrap.
  • Locate the "Salesforce Support Chat" integration and click Select.

Step 2: Enter Salesforce Information​

You’ll be prompted to provide the following details:

  • Integration Name: Enter a unique name for this integration that accurately reflects the feedback source or purpose (e.g., "Salesforce Support Chat - North America"). Name the integration as accurately as possible to ensure clarity for your team.
  • Salesforce Domain Name: Enter your organization’s Salesforce domain name in the format:
    https://{YourDomainName}.my.salesforce.com
  • Salesforce Objects to Join: Provide a custom JSON string to join additional Salesforce objects. You can leave this blank when first configuring the integration.
  • Owner Names to Exclude: Enter a comma-separated list of owner names you want to exclude from import.
  • Submitter Alias Field: Enter the custom field name to be used as the submitter alias.
  • Filter Keywords: Enter a comma-separated list of keywords. Any conversation parts containing these keywords will be excluded from import.

Step 3: Authenticate, Validate, and Submit​

  • Click Authenticate to connect your Salesforce account.
  • Once authenticated, click Validate to confirm your domain and configuration details.
  • After validation is successful, click Submit.
  • Data ingestion and analysis will begin. Please allow 2–3 hours for your Salesforce Support Chat data to appear in Unwrap.