Detailed Action Breakdown for VanillaSoft to Salesforce

When you created your VanillaSoft to Salesforce integration, you defined which Result Code(s) would trigger the data transfer from VanillaSoft to Salesforce.

 

Example:

  • For the integration, you chose the Result Code "YES".
  • You chose the action "Update, and create CONTACT if no match found".
  • In VanillaSoft, on the caller side, one of your agents results a call using the result code "YES".
  • Our system will search Salesforce for a Lead or Contact that matches the field mappings you have defined.
  • If our system finds a match the data in Salesforce will be updated using the field mappings you defined in the integration.
  • If no match was found, then a new Contact is created. In addition, Account mappings are updated as defined and an Opportunity may be created or updated.

This process occurs for each integration and the data transfer is real-time.

 

Tips:

  • Each integration within the project can have one or more result codes associated with the integration. For example, you could create an integration with both a "YES" and "CB" result code defined. When a call is resulted using either result code, the integration will fire.
  • You can create multiple integrations within a single project, each triggering on one or more result codes. Different Salesforce-side actions can be defined for each integration.
  • Within a project, a result code can only be used as a trigger for a Salesforce integration once.

 

Potential Errors:

When our system tries to trigger an integration after a resulted call, errors may occur and are usually associated with the Action you chose in configuration and what data the system found when trying to perform the action.

  • If Action = "Update only (Lead or Contact)"
    • This will check for a match on SalesforceID, followed by any defined secondary keys.
    • If multiple matches or no matches are found, the update will fail, and an error email will be sent to the "Email on Error" recipient(s).
  • If Action = "Update, and create LEAD if no match found"
    • This will search for a Lead or Contact match and will update it.
    • If multiple matches are found, the update will fail, and an error email will be sent to the "Email on Error" recipient(s).
    • If no matching Lead or Contact is found, then a new Lead is created.
      • Any Account or Opportunity data is discarded as a Lead cannot have associations with these objects.
      • If Salesforce-mandatory fields for a Lead are not mapped, an error email will be sent to the "Email on Error" recipient(s).
  • If Action = "Update, and create CONTACT if no match found"
    • This will search for a Lead or Contact match and will update it.
    • If multiple matches are found, the update will fail, and an error email will be sent to the "Email on Error" recipient(s).
    • If no matching Lead or Contact is found, then a new Contact is created.
      • Account mappings are updated as defined and an Opportunity may be created or updated.
      • If Salesforce-mandatory fields for a Contact are not mapped, an error email will be sent to the "Email on Error" recipient(s).
  • If Action = "Update and CONVERT LEAD if LEAD match found, and create create CONTACT if no match found"
    • This will search for a Lead or Contact match and will update it. Account mappings are updated as defined and an Opportunity may be created or updated. Updates will occur according to the following match criteria:
      • If the Lead is found and updated, the Lead will be converted to a Contact. The Contact data will then be updated according to the defined Contact mapping.
      • If the Contact is found, the Contact is updated according to the defined Contact mapping.
      • If no matching Lead or Contact is found, then a new Contact will be created.
    • This will search for a Lead or Contact match and will update it.
    • If multiple matches are found, the update will fail, and an error email will be sent to the "Email on Error" recipient(s).
    • If this action will create a Contact and Salesforce-mandatory fields for a Contact are not mapped, an error email will be sent to the "Email on Error" recipient(s).

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