Sync contacts with your CRM

You can sync contacts and bookings from ChatOnce and FormOnce to Salesforce. 

Note

Our integration from ChatOnce and FormOnce to Salesforce is a separate connection than our integration from ScheduleOnce to Salesforce. If you'd like to sync both, you can connect both integrations. 

If you use a different CRM than Salesforce, you may be able to sync contacts to your CRM with our Zapier integration instead.  

Keep on top of the sales cycle

If your website engages with leads through ChatOnce or FormOnce, you can track those visitors by creating and updating records in your CRM.  Whether they book an appointment with you or simply engage with a chat bot, you'll keep significant interactions visible on your end, with nothing slipping through the cracks. With all relevant contacts synced to your CRM, you'll be able to gather and accelerate more leads for your organization. 

You can choose to sync all leads or only qualified leads, based their level of engagement or specific answers they provide during the interaction. When the contact syncs, your CRM fields will update with relevant data gathered during their ChatOnce interactions. 

Sync from ChatOnce or FormOnce to Salesforce

Our integration connects to Lead objects, Contact objects, and Events in Salesforce. 

Contacts sync based on the email they provide during an interaction (bot conversation, previous booking through ScheduleOnce). Once you've collected their email, this will either create a new record or, if your Salesforce account recognizes the contact's email, update the current lead or contact record.

  1. Click on the gear menu in the top right corner and select Other settings
  2. On the CRM page -> ChatOnce and FormOnce CRM integrations, find Salesforce and click Start.
  3. Follow the directions to connect your Salesforce account to OnceHub. 
  4. Map the Salesforce fields you wish to sync according to your organization's needs. Each drop-down menu included on this step displays all the relevant OnceHub fields you can map to the relevant Salesforce field. See details below
  5. Add a Sync Contact interaction to your bot conversation at Setup -> FormOnce setup -> Forms -> relevant form -> Add interaction -> Actions -> Sync Contact (Figure 1). See details below 

Mapping fields

Note

Once you map your fields, your CRM configuration will be set. If you'd like to update the mapping again, you should uninstall the integration and reconnect.

The mapping step includes five types of updates: 

  • Update existing events
    • When an event exists based on the relevant booking, map to these fields.
    • For Cancel/reschedule reason, select Cancel Reschedule Information Reason.
    • For Event status, select Status.
  • Create new events
    • When an event does not exist because this is a new booking, map to these fields.
    • For Cancel/reschedule reason, select Cancel Reschedule Information Reason.
    • For Event status, select Status.
  • Create new leads
    • When a lead does not exist based on the provided email, map to these fields.
  • Update existing leads
    • When a lead exists based on the provided email, map to these fields.
  • Update existing contacts
    • When a contact exists based on the provided email, map to these fields.
    • Only displays if you have custom contact fields in Salesforce.

You can map OnceHub fields to corresponding field types in Salesforce. Mandatory fields include:

  • First name
  • Last name
  • Company

Sometimes you can choose among multiple viable field types for the one that fits your organization's fields best. 

OnceHub contact field typeSalesforce field type
Text (long or short)Text, Text Area
NumberNumber, Text
DateDate, Text
TimeTime, Text
DateTimeDate/Time, Text
Phone numberPhone, Text
Picklist (single)Picklist (single) (the value must exist in the field's value set), Text
Picklist (multi)Picklist (multi) (the values must exist in the field's value set), Text
EmailEmail

Contact ownership in Salesforce

New contacts or leads are assigned ownership automatically, based on the user email of the contact owner in OnceHub. Note that the email must be the same as your Salesforce account email (cannot be an alias email). 

For any existing contacts and leads, our integration keeps the current owner in Salesforce as-is, with no changes to ownership. 

If your OnceHub user email is different than your Salesforce account (cannot be an alias email), your Salesforce admin can assign ownership manually.

Add syncing to your bots and forms

Any of your bot conversations can receive contact information and sync that data to your CRM. If you'd like to sync all contacts where they've provided an email, add the Sync Contact interaction immediately after that specific interaction. 

Figure 1: Add Sync Contact interaction

If you don't want to sync all contact interactions to your CRM, you can add the Sync Contact interaction after the specific interaction that qualifies them. For instance, you may want to route to the Sync Contacts interaction only when visitors meet a certain threshold, qualifying them as a high-value prospect. 

Figure 2: Add routing from qualifying interaction to Sync Contact interactionYou can then return to the Sync Contact interaction and route to the next relevant interaction for that type of prospect.

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