Integration with Salesforce – Tidio

Tidio integration with Salesforce ensures that managing your contacts becomes effortless. Seamlessly create and update contacts in Salesforce directly from the Tidio panel, and effortlessly track and organize your Tidio conversations within the Salesforce dashboard.

In this article, you'll learn:

How to integrate Tidio with Salesforce

Open your Tidio admin panel and navigate to the Integration section located in the left sidebar, right above Settings. Then, click on the Salesforce tile.

After that, click on Install Salesforce when you are ready.

To integrate, you'll need to create a new connection. To do so, select New authentication.

Next, select the Salesforce instance type that you want to connect with Tidio. You can choose from Production and Sandbox. When you're ready, click Create.

Now Authentication window should appear.

Authenticate your connection
Select the account you want to connect with Tidio

A green bracket indicates your authentication with Salesforce is set up properly.

Press Next. You’ll move to default property mapping options.

Press Next. If you have Custom Properties in Tidio, you want to map them to your Salesforce fields.

After you set all the properties mapping, press Finish.

You are all set. From now on:

Every contact created or updated in Tidio will be created or updated in Salesforce
Every solved conversation will be saved in Salesforce as a note assigned to a contact

How adding and updating contacts in Salesforce works

Every time a new subscriber is created or updated in Tidio, we will send it to your Salesforce account. If a contact with a given email address is not found, we will create one. If a contact already exists in your Salesforce account, then we will update it with data in Tidio.

Contact will be created or updated only with these contact properties:

email address
first and last name
phone number

In case of a contact update, If we do not have a value for a property, then it will not be overwritten in Salesforce.

You can create or update contacts in Tidio in several ways:

Through Pre-chat survey
Using Flows to collect contact information
Changing it manually during a conversation

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Please keep in mind that it may take up to 1 minute to see changes in Salesforce.

How sending chat transcripts from Tidio to Salesforce works

Every time you mark a conversation with a visitor as solved we will send a chat transcript to your Salesforce account so that you can keep track of all conversations.

There are two ways to send chat transcripts to Salesforce:

Press Solve when you finish talking with a visitor

When you enable the Auto-solve feature in the Workflow section of Settings.

Screenshot

The chat transcript is assigned to a contact in Salesforce. If there’s no such contact, then it will be created. The transcript is added as a note.