In addition to mapping contact attributes to Salesforce, you may want to have chat data there too! You can map a host of conversation metrics from Drift into your Salesforce instance! Here, we'll cover
- how we define each metric and metric type
- how to set up metrics mapping
This feature is available on our Essential Plan and above.
How We Define Metrics and Metric Types
Below are the definitions of the metrics and metric types you can map!
Agent average response time - How long, on average, between responses sent to a visitor by an agent
Agent max response time - The longest duration of time between a visitor's message and a public agent response
Agent message count - How many public messages the agent sent during a conversation
End time - The date time at which a conversation is first closed
Request time - The date time at which the first public end user message is sent
Response time - The time between an agent's first response and a visitor's first message
Start time - The date time when the first public agent message is sent
Time to close - The duration of time from when the conversation was first opened to when it was first closed
Visitor average response time - How long, on average, between responses sent to an agent from a visitor
Visitor max response time - The longest duration of time between an agent's message and a visitor's response
Visitor message count - How many messages a visitor sent during a conversation
Conversation ID - The Drift ID associated with that conversation
Format for Metric Types
Duration - [HH:mm:ss.SSS], ex 00:02:31.610
Integer - a whole number, ex. 4
Date time - [yyyy-MM-dd"T"HH:mm:ss], ex. 2019-04-11T15:33:49. You can parse this as April 11, 2019 at 3:33 PM.
How to Map Chat Metrics to Salesforce
Head to Settings > App Settings > Integrations > Salesforce > Sync Settings and scroll down to the bottom of the page, or click here.
Similar to the attribute mapping section, you'll see the Drift value to the left, the type in the middle, and the salesforce field on the right. Select your desired fields from the picklist on the left The Type will appear in the middle column, and you'll need to select a Salesforce field on the right that can accept that type of value. Click "+ Add Metric" to map new metrics after you set your first one and be sure to click "Save" when you are done!
Here's how chat metrics look on a Salesforce record!