Importing Engage Connect Chat Logs into CRM

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Admins can configure CRM to import chat messages from Engage Connect as new Call2_vod records or as 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, records on the following objects are created in CRM during the next run of the Engage Connect process:

  • A Call2_vod record with Dr. Ackerman selected as the account
  • Chat_Message_vod records for each exchanged chat message

Both of these records contain information about the chat exchanged between Sarah Jones and Dr. Ackerman.

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, as well as supported fields on the Chat_Message_vod object can be monitored via Approved Notes

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
    • 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. Grant the integration user access to the Set Audit Fields upon Record Creation profile setting.
  5. Create and grant admins access to a tab for the Chat_Message_vod object. This step is optional.
  6. Assign the Engage Connect Layout Call2_vod page layout to the Engage_Connect_vod record type for the appropriate profiles.

Defining Types of Chat Messages to Import

Admins can control which types of chat messages are imported into CRM, as well as if these messages should be imported as Call2_vod records, Chat_Message_vod records, or both:

  1. Navigate to the Engage Connect Process Administration tab.
  2. Navigate to Integration Options.
  3. 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
  4. 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.

  5. Select Save.

  6. Select New in the Veeva CRM Connection Management section.
  7. Enter the credentials of the appropriate integration user.
  8. 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, the following records are created:

  • A Call2_vod record 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.

  • A Chat_Message_vod record 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 user who sent the message.

    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 for both Call2_vod and Chat_Message_vod records.

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.