Set up Chat Journal to Salesforce CRM

After the integration, you can set up chat journal to automatically synchronize the complete chat history between users and CRM contacts to Salesforce CRM for follow-up and analysis.

Important: Chat histories are synced only when the recipient's number of the chat session exactly matches the contact number stored in the CRM (e.g., +1123456789 on both sides).

Requirements

The firmware version of Yeastar P-Series PBX System is 37.23.0.83 or later.

Prerequisites

PBX Server
Linkus UC Client
The CRM user (associated with a PBX extension) has created an external chat session with a CRM contact via the messaging channel on the Linkus client.

Procedure

  1. Log in to PBX web portal, go to Integrations > CRM.
  2. On the CRM integration page, turn on Chat Journal.
  3. In the Subject field, configure the subject for the synchronized record according to your needs.

    Note: The contents can be composed of variables. For the supported variables, see XML Descriptions for Integration Template - Chat Journal Scenario Variables.
  4. Click Save.

Result

When an external chat session with a CRM contact is closed (by either the user or the system), the PBX automatically creates a Task for that CRM contact in Salesforce CRM with the pre-defined subject, and synchronizes the entire chat history to the Task's Comment field.

Note: The chat messages will be synced in chronological order, including message channel type, time, sender, and content.