Importing Engage Connect Chat Logs into CRM as Chat Messages

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Admins can configure CRM to import chat messages from Engage Connect as new records of a dedicated Chat_Message_vod object. 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 Chat_Message_vod record is created in CRM during the next run of the Engage Connect process for each exchanged chat message, each of which contains 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

    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. Create and grant admins access to a tab for the Chat_Message_vod object. This step is optional.
  8. Assign the Engage Connect Layout Call2_vod page layout to the Engage_Connect_vod record type for the appropriate profiles.
  9. Navigate to the Engage Connect Process Administration tab.
  10. Navigate to Integration Options.

  11. Select the Enabled check box in the Chat Import section to enable creating Chat_Message_vod records.

    When this check box is selected, all chat messages import into CRM as Chat_Message_vod records, regardless of their type.

  12. Select Save.

  13. Select New in the Veeva CRM Connection Management section.
  14. Enter the credentials of the appropriate integration user.
  15. 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 Chat Message Record from the Engage Connect Process

When the Engage Connect Process imports chat messages between users and accounts, a Chat_Message_vod record is created with the following fields populated based on field values in Engage Connect:

Field in CRM

Description

Sent_Datetime_vod

The time the message was sent, formatted in UTC.

Channel_Ext_Id_vod

The unique external ID of the chat thread in Engage Connect. Used to group chats together.

Message_vod

The complete text of the chat message. This field does not populate if the Message_Metadata_vod field is populated.

Message_Metadata_vod

The metadata of the chat message. This field is used for predefined messages, for example, Approved Content, and does not populate if the Message_vod field is populated.

This field cannot be monitored via Approved Notes.

Sender_Type_vod

May be one of the following values, based on the type of sender:

  • HCP_vod – The sender is an account
  • User_vod – The sender is a user

User_vod

References the corresponding user in CRM.

Account_vod

References the corresponding account in CRM.

Country_Code_vod

The country code of the corresponding user in CRM.

First_Name_vod

The first name of the sender in Engage Connect.

Last_Name_vod

The last name of the sender in Engage Connect.

External_Id_vod

The message’s unique external ID in Engage Connect.

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