Text-to-Case: Avochato’s Service Cloud Integration

For teams using Service Cloud Cases to manage their workload, Avochato can fit seamlessly into those work flows. Inbound inquiries via text message or live chat can automatically create Cases in Salesforce, where Salesforce agents can continue the conversation over text or chat. Using our embeddable website widget, you can also easily collect additional information from your customers.

Incoming text messages to your phone number will create new conversations in Avochato.
Conversations in Avochato will automatically sync to an associated Case in Salesforce.

Inbound messages to your dedicated Avochato phone number will create a conversation in Avochato. Every new conversation in Avochato will then create an associated Case in Salesforce.

By default, Avochato will set certain fields at the time the Case is created. Additionally, when the conversation is closed in Avochato, the associated Case will be closed in Salesforce, and a transcript of the conversation will be attached to the Case.

To turn this on for your team, this setting can be easily enabled from your Avochato account. See more specific instructions below.

Step 0: Turning on Case Syncing

Turning on Case Syncing is a straightforward process in Avochato. First, go to the Integrations page in your Avochato account by clicking “Integrations” on the lefthand menu.

Once you have successfully connected to Salesforce, click on “Settings” in your Salesforce section.

Turn on the option to “Create a Salesforce Case for New Conversations” so that it is enabled, then click “Save” in the upper righthand corner. Once this is live, all new conversations in Avochato will start to automatically create Cases in Salesforce.

Step 1: Starting the Conversation

An example of a customized embedded website widget.

Every single conversation in Avochato will automatically create a Case in Salesforce. Those conversations will be created in one of three ways: either through a new inbound message, from a submission using our website widget, or from an outbound message initiated by a member of your team.

When the Salesforce Case is created, Avochato syncs any information about the Contact into the Salesforce Case by auto-populating the Case Fields: Web Phone, Web Email, and Web Name. That information might have been collected via widget (as in the example to the right) or it may have already been in your Avochato Contact database.

Default fields in a Salesforce Case on creation.

Additionally, if there is a user who is assigned to the Avochato conversation at the time that the conversation is created, that user will automatically become the Case Owner in Salesforce. It is important to note that other Salesforce automation might override that behavior, so always check additional processes or activities after Case creation. This might be the desired behavior, especially if you’re using Salesforce’s Omni-Channel product. For a detailed guide to setting that up, watch our video here.

Lastly, you can sync the dropdown information collected in the widget to a field of your choosing on the Case object. See this guide specifically for information about how to achieve that.

Step 2: Continuing the Conversation

Once the Conversation and the Case have been assigned, your team can continue the conversation directly from the Salesforce interface using the Avochato embedded component. Send text messages or attach photos and other files while navigating through Salesforce. For more information about ways to embed the Avochato component, see our section here.

If you’re viewing a conversation in Avochato, you can always use the icon in the header to navigate directly to the associated Case in Salesforce.

Step 3: Finishing the Conversation

When the time comes to finish the conversation, your team members should close the conversation from Avochato directly. They can do this in the embedded component, or from the Avochato interface. When the conversation is closed in Avochato, the associated Case will also update to a Status of Closed as well. Additionally, the Avochato user assigned to the conversation will update the Case Owner in Salesforce by default.

If your team has certain required fields for Case disposition, you might want to explore the Post-Chat Conversation Survey functionality, which allows your agents to fill out a survey in Avochato before closing the conversation, and syncs that data to the associated Salesforce Case.

Finally, the transcript of the conversation will sync to the Case as a Task. The Subject of the Task will be “Conversation Transcript” and the entirety of the conversation will be included in the Comments field of the task.


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