Salesforce Integration FAQ

Below are some questions that we are commonly asked regarding the Salesforce integration.

 

What are your limits/usage on our Salesforce account?

Our integration does not require any bulk operations or initial import/export so usage is minimal. Your usage will only be impacted when you:

  • Tie a prospect / customer to a Receptive feature in Salesforce
  • Tie a prospect / customer to a Receptive feature in Receptive

How are Salesforce account types handled?

Salesforce Account types are automatically updated in Receptive:

Salesforce Account Type 

Receptive Account Type
Customer - Direct Paying Customer
Customer - Channel Paying Customer
Prospect Prospect
Other Defaults to "Not Paying" Customer

What happens when a new user is created by clicking on their Salesforce contact in Receptive?

A new user is created within Receptive if you:

  1. Select a Salesforce contact when adding a user to a request.
  2. Create or link a feature from a Salesforce contact from within Salesforce, and that user is not previously known to Receptive (Ie. External IDs do not match any existing records in Receptive).

When you add a user from Salesforce, only the required details and account details are added to Receptive.

These are:

  • Name
  • Email
  • External ID
  • Paying Status
  • Monthly Value

 

I’ve noticed the Salesforce logo besides people in Receptive who are not yet Receptive users. Does this mean they are in our database somewhere?

The Salesforce logo is added to any contacts or accounts which have been created via Salesforce. This is also a link which will take you to their contact or account page in Salesforce.

If users are created from Salesforce, then they become Receptive users at that point. This means that there is a chance of duplicate users being added.

You can avoid duplicates by using the same External ID across both the Javascript widget and the Salesforce integration.

 

Where is the information from Salesforce imported to? Does it overwrite the tags from the Javascript widget, or is it additive?

When the Salesforce integration does a find or create, the basic data (name, email, external ID) is only updated if the integration initially created the user or account.

As only the basic data is used, tags are not created or updated as part of this process. Therefore any existing tags will be unchanged.

 

Is there anywhere I can see the External ID of users aside from querying the API?

You can view the external ID of a user by navigating to their profile. You can do this by going to “Customers”, clicking on the relevant account, and then selecting the relevant user. Their ID will be shown in the box on the left.

Please note that the external ID for an account can also be seen by viewing the relevant account.

 

When we add a user to a request within Receptive, and pick from Salesforce, it creates an account in Receptive with that contact...

  • Does this user receive an email notification that they’ve been added to the request?

  • If we haven’t enabled SSO for their account, how do they access Receptive?

  • When we click the contact, it says “unconfirmed”. What does that mean?

 

  1. Currently, the user will not receive an email.
  2. The user will only see the request has been added to their account if they log in via the Javascript widget or SSO. The user can’t access Receptive until you’ve integrated them with Receptive.
  3. “Unconfirmed” means that the user hasn’t yet validated their email.

 

If I request on behalf of a customer AND choose to “hide this from customers”, how does this look from an end user point of view?

If you add a request on behalf of a user and then also choose to hide it from them, they will be unable to see the request or any comments associated with the request. They won’t receive notifications for the request either.

 

How does multi-product work with Salesforce?

By default, products are assigned to users based on what the Receptive javascript snippet assigns to each user.

So if the user has been created in Receptive via the snippet, and then a new request is tied to that user on the Salesforce side, then the products assigned from the javascript integration still apply.

If the user doesn’t exist in Receptive, and a new or existing request is assigned to them on the Salesforce side, then only the first / default product in your account will be assigned to that user.

You can assign a Salesforce user to multiple products using Receptive. Simply navigate to the required user, click on “Edit”, and then you can enter in the products that they need access to.

 

Are users created in Salesforce linked to a Receptive account if they log in through the Receptive snippet SSO?

When a user who is originally created in Salesforce logs in to Receptive via SSO, those accounts are tied together, providing the external IDs are identical.

Anything that was added to their account from Salesforce shows up in their priority list.

 

Any more questions? Send them over to support@receptive.io.

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