Importing Engage Connect Chat Logs into CRM as Call Records

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Admins can configure CRM to import chat messages from Engage Connect as new Call2_vod records. These records contain chat message data and automatically associate with the appropriate account and user. The data can be utilized within CRM to help analyze productivity and monitor for compliance purposes.

For example, Sarah Jones is connected to Dr. Ackerman in Engage Connect. Dr. Ackerman sends a chat to Sarah to request a sample of Cholecap. To record this interaction, a Call2_vod record is created in CRM during the next run of the Engage Connect process containing information about the chat exchanged between Sarah Jones and Dr. Ackerman.

Configuration

To configure this feature:

  1. Grant admins and integration users the following permissions:

    Object

    OLS

    Record Types

    Fields

    FLS

    Call2_vod

    CRU

    Engage_Connect_vod
    • RecordType
    • Account_vod
    • OwnerId
    • Status_vod
    • Call_Date_vod
    • Call_Datetime_vod
    • Call_Channel_vod

      If the Call_Channel_vod field is auto-populated by a formula, admins must update the formula to populate this field with Message_vod for the Engage_Connect_vod record type.

    • Chat_Summary_vod
    • CreatedBy_Platform_vod
    • LastModifiedBy_Platform_vod

    Edit

    Chat_Message_vod

    CRU

    Chat_Message_vod

    All fields

    Edit
  2. Grant admins and integration users access to the Engage_Connect_Process_Admin_vod Visualforce page.
  3. Grant admins and integration users access to the Engage Connect Process Administration tab.
  4. Navigate to User Interface > User Interface.
  5. Ensure the Enable "Set Audit Fields upon Record Creation" and "Update Records with Inactive Owners" User Permissions check box is selected.
  6. Grant the integration user access to the Set Audit Fields upon Record Creation profile setting.
  7. Assign the Engage Connect Layout Call2_vod page layout to the Engage_Connect_vod record type for the appropriate profiles.
  8. Navigate to the Engage Connect Process Administration tab.
  9. Navigate to Integration Options.

  10. Select the appropriate types of chat messages to import as Call2_vod records in the Call Report section:

    • Sample Requests – Indicates the account requested a sample
    • Approved Content – Approved Content shared with the account
    • Web Link for Content – Indicates the message contained a link to Website Content

  11. Select Save.

  12. Select New in the Veeva CRM Connection Management section.
  13. Enter the credentials of the appropriate integration user.
  14. Select Save to validate the credentials.

Scheduling the Engage Connect Process

After defining the integration user and types of messages to import, admins must activate and schedule the Engage Connect Process:

  1. Navigate to the Veeva Process Scheduler.
  2. Navigate to the Engage Connect Integration Process.
  3. Select Edit.

  4. Select the appropriate time for the process to run.

    The only available interval is Daily.

  5. Select the Schedule will be active check box.
  6. Select Save.

Created Records from the Engage Connect Process

When the Engage Connect Process imports chat messages between users and accounts, a Call2_vod record is created with a record type of Engage_Connect_vod. The following fields populate based on values in Engage Connect:

Field in CRM

Description

Account_vod

The CRM Account in the chat conversation from Engage Connect. References the corresponding Account record in CRM.

OwnerId

The CRM User of the chat conversation.

Status_vod

Always populates with Submitted_vod.

Call_Date_vod

The date of the message. If multiple messages are documented by the Call2_vod record, this field represents the date of the earliest message.

Call_Datetime_vod

The date of the message. If multiple messages are documented by the Call2_vod record, this field represents the datetime of the earliest message.

Call_Channel_vod

Always populates with Message_vod.

Call_Type_vod

Always populates with Call Only.

Chat_Summary_vod

Indicates the category, product, and details of the chat messages.

Possible categories are:

  • Content – Approved Content shared with the account
  • Sample – Indicates the account requested a sample
  • CRM Link ​​– A Website Link sent to the account from the user in CRM

Messages are summarized using the following format:

{category}: {name field on the brand object} | {name field on the contents object}

For example:

Content: Cholecap | Fact Sheet

CreatedBy_Platform_vod

Always populates with Engage_Connect_vod.

LastModifiedBy_Platform_vod

Always populates with Engage_Connect_vod.

Viewing the History of the Engage Connect Process

Admins can view the history of the Engage Connect Process from the Engage Connect Integration Process History section of the Engage Connect Process Administration tab. This section lists the results of the last 10 runs of the process.

Admins can select the Successes and Failures columns to download a CSV file of all successfully created or failed records. Failures can be retried by selecting the Retry on Next Run check box, then selecting Save.

Considerations

  • Call2_vod records created by this feature group all chat messages between an account and a user in the last 24 hours into one record. Records are only created if there is a corresponding Account record for the HCP.
  • The Chat_Summary_vod field on the Call2_vod object can be monitored via Approved Notes
  • This feature can be used together with Importing Engage Connect Chat Logs into CRM as Chat Messages