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Configure Form Controls to Update Salesforce Objects

The Integration field property, available in several form controls in the Form Builder, allows you to map data collected on a Bright Pattern activity form directly to a specific field in an integrated third-party application, such as Salesforce.

When an agent fills out and submits a form, the data from any control with a configured Integration field is passed to the corresponding field in the specified CRM object (e.g., a Salesforce Task).

Supported Controls

The following form controls support the Integration Field property:

• Email Address
• Phone
• Date Time
• Number
• Text
• List Field
• Checkbox

Prerequisites

Before you begin, ensure the following:

• You have an existing Activity Form
• A target field for your data must exist in the CRM (e.g., a custom field on the Salesforce Task object).
• The Enable screenpop activity form setting is enabled for the relevant service.
• The activity form is connected to the service

How It Works

The integration field maps a form control to a custom field on a CRM object.

• The agent handles an interaction through the communications widget in the CRM.
• The agent will see an activity form in the widget if the form is connected to the service and the Enable screenpop activity form setting is enabled.
• Supported form controls can be configured to send data to the CRM object in addition to Bright Pattern.
• When the agent submits the form, the widget reads the value from the control and pushes it to the corresponding field in the CRM, making the data available in both systems.

Procedure

The following steps walk through a common use case: automatically saving the duration of a call to a custom field on a Salesforce Task object.

Step 1: Create a Custom Field in the Salesforce Task Object

First, you must have a destination field in Salesforce to receive the data from your form. This involves creating a new custom field on the Salesforce Task object with a data type that matches the data you intend to pass.

For detailed instructions, see the step Create custom fields for an object in the customizing an activity object tutorial, or consult the Salesforce documentation. Once the field is created, be sure to copy its API Name (e.g., response_SLA_start_time__c), as you will need it for the next step.

Step 2: Map a Form Control to the Salesforce Field

Next, configure the control on your activity form to send its value to the new Salesforce field.

1. In the Contact Center Administrator application, navigate to Case & Contact Management > Forms > Activity.
2. Open the form you wish to edit.
3. Drag one of the supported form controls onto the form canvas.
4. Click the pencil icon on the form control to edit its properties.
5. In the Integration field property, paste the API Name you copied from Salesforce (e.g., response_SLA_start_time__c).
6. Click OK to save the control's properties.

Step 3: (Optional) Automatically Populate Form Control with Data

To automatically pass data to the CRM without agent input, use the Data field property of the form control.

1. Open the desired form control for editing and locate the Data field.
2. See the How to Use Data fields section of the Using Form Controls guide for information on how to populate the field.
3. If you would like to prevent agents from modifying this value, ensure the Editable checkbox is unchecked.
4. Click OK and save the form.< Previous | Next >