Configuring session data mapping in Salesforce
A Contact Center AI Platform session object is created and attached to a CRM record by default. However, session data mapping depends on your configuration. You can configure session data mapping in the CCAI Platform portal at Settings > Operation Management > CRM Record Creation Details.
Options for attaching session objects
The CCAI Platform Session Objects attached to CRM Record if a matching CRM Record is found checkbox appears when you configure CRM Record Creation Details as follows:
The Skip CRM account creation checkbox is cleared.
The Skip CRM record creation checkbox is selected.
The Append call or chat session to latest open record in the same leaf queue is selected.
Otherwise, the CCAI Platform Session Objects attached to the Accounts/Contacts/Leads checkbox appears.
Session data mapping in a custom CRM solution
When the skip record creation option is ON, you will see a warning icon and message if you try to add an endpoint to the Create a record endpoint field because this endpoint is not in use.
Session data mapping in ServiceNow
If you are configuring skip CRM record creation options for ServiceNow, an additional option, Push session data to CRM account, becomes available. This option adds the session data to the CRM account without the creation of a new record. If this option is not selected, the session data won't appear in the account or in a record.
Session data mapping in Zendesk
If the skip account creation option is ON and the skip record creation option is ON, there are no comments or file attachments in the CRM record because Zendesk does not allow these. If the append call or chat session to the latest open record in the same leaf queue option is enabled, the session data is appended to the latest open record instead.
Monitoring sessions with account or record creation disabled
Even when the options to create an account or record are disabled, there is an entry in the Completed Call/Chat page to show that a call or chat occurred. A call or chat ID is created but the normally embedded link that lets you open the ticket in the CRM won't be available.
Session data in external storage
Session data is sent to external storage if external storage is configured. For more information, see Set up external storage for CRMs.