Amity’s Salesforce integration synchronizes data in Salesforce accounts, cases, contacts with Amity accounts, tickets, and people.
Given that Salesforce is a very flexible platform, Amity's integration can support custom fields. As part of our onboarding process, your Amity customer success manager will work with you to identify any custom fields need to be synchronized.
Amity supports both unidirectional and bidirectional Salesforce synchronization.
Once enabled, the synchronization occurs every hour.
Your organization must have a Salesforce subscription that includes API access. This feature is enabled by default in the following editions:
- Enterprise Edition
- Unlimited Edition
- Developer Edition
- Performance Edition
For other editions, the API feature may be available for an additional cost. Please contact your Salesforce account representative for more details.
Before Amity can enable Salesforce integration, you must provide the following user credentials:
- Security Token
This user must be granted the “API Enabled” permission. Follow the instructions in User Permissions.
If you need to reset your security token, follow the instructions to Reset Your Security Token.
By default, Amity will synchronize ONLY Salesforce accounts that have the custom checkbox field "Amity Sync" checked (more detail steps on how to create the Amity Sync account custom field are described in the attached "Create Amity Sync account custom field" documentation). All other accounts will be ignored. It is possible to use extensions to define custom configurations.
Deleted Salesforce accounts will not be synchronized.
If a Salesforce account is deleted after it has been synchronized with Amity, the Amity account will not be deleted.
If you are previously using the Account Type value of "Customer" as the synchronization indicator, you can migrate to custom checkbox field "Amity Sync" using a custom formula field. The details steps are described in the attached "Create Amity Sync account formula field" documentation.
If you would like to massively update the Amity Sync account custom field you have created for the existing accounts based on specified condition (e.g. accounts that have a Closed Won opportunity), there are various methods to automate the process. You can perform the update via a created workflow (the details steps are described in the attached "Create a workflow rule to set Amity Sync" documentation) or via CSV file import (the detail steps are described in the attached "Update Amity Sync field in multiple accounts" documentation).
By default, Amity will synchronize all Salesforce contacts that are associated with synchronized Salesforce accounts.
Deleted Salesforce contacts will not be synchronized.
If a Salesforce contact is deleted after it has been synchronized with Amity, the participant in Amity will not be deleted.
If a Salesforce contact has been synchronized and then the associated account is removed, Amity will continue to synchronize the Salesforce contact.
Amity will not synchronize an email address that is malformed.
By default, Amity will synchronize all Salesforce cases that are associated with synchronized Salesforce contacts.
Deleted Salesforce cases will not be synchronized.
If a Salesforce case is deleted after it has been synchronized with Amity, the Amity ticket will not be deleted.
If a Salesforce case has been synchronized and then the associated contact is removed, Amity will continue to synchronize the Salesforce case.
Custom extensions provide a mechanism allow Amity’s Salesforce integration to be customized for a client’s particular needs.
Object and Field Mapping
|Amity Account||Salesforce Account|
BillingCity, BillingCountry, BillingPostalCode, BillingState, BillingStreet
ShippingCity, ShippingCountry, ShippingPostalCode, ShippingState, ShippingStreet
|email_domains||Domain extracted from Website field|
|Amity Participant||Salesforce Contact|
|telephones||Fax, HomePhone, MobilePhone, OtherPhone, Phone|
MailingStreet, MailingCity, MailingState, MailingPostalCode, MailingCountry
OtherStreet, OtherCity, OtherState, OtherPostalCode, OtherCountry
|Amity Ticket||Salesforce Case|
|resolution_calendar_time||Time difference between created_at and resolved_at|