All CCAI contacts will be matched by phone numbers with Salesforce contacts. When someone uses our SFDC package, they will utilize property mapping to match a phone number from a contact, lead, or opportunity into a customer record on CCAI. For each match, it will sync all messages from CCAI, segmented by day, as well as all selected data about the contact in Salesforce.
When a match happens, CCAI receives a Salesforce ID for the record it was mapped from. Then, when a conversation takes place and someone closes the respective thread in CCAI, it will create an SFDC log of all the back-and-forth messages from the beginning to the end of the conversation.
Each data sync is done at the 20-minute mark of every hour (9:20, 10:20, 11:20, etc.). The integration will do a bulk upload of all conversations and new properties that took place during that hour.
Updated about 1 month ago