This guide is tailored for Salesforce CRM, but the steps described are mostly similar whenever using any of our other existing CRM integrations. (Full list can be found on the Integration Page).
​The integration applies for Salesforce Enterprise & Unlimited packages, as well as Professional, in case of adding API package.

Salesforce has become one of the popular CRM to manage your prospects, customers and contacts. Exceed.ai knows how to automate the conversations with your leads, prospects and customers. Exceed.ai also collects information from contacts such as phone number, title, etc. which get updated as well in Salesforce. With the Exceed.ai Salesforce integration, your contacts stay in sync with your sales team’s Salesforce database.  

The integration between Exceed.ai and Salesforce is a bridge between your automated conversation with your contact and your sales database, allowing activity and information to move seamlessly between the two. With the Exceed.ai Salesforce integration, your sales team will consistently have the most up-to-date contact information and communication.

After you authenticate your Salesforce account, Exceed.ai will pull any new contact in Salesforce and will create a contact in the Exceed.ai database which we start working on based on your predefined sequences in Exceed. 

Prior to setting up the integration, we recommend creating a dedicated Salesforce account, rather than using an employee's account. This is done to guarantee continuous access in cases of personnel changes and to ensure Exceed.ai API user has only the needed permission.

Exceed.ai provides out-of-the-box contact status and field mapping between Exceed.ai and Salesforce. As we mentioned above, this mapping is quite flexible and you can adjust status / field mapping based on your specific workflow process and data management in your Salesforce. 

Exceed.ai updates contact Salesforce records on every status change, contact update, and new communication between Exceed.ai and the contact by creating tasks under the object owner.

Every customer sets up their Salesforce in a different way. Therefore we provide our customers full flexibility to map Exceed.ai contact statuses to the corresponding statuses in Salesforce. The same goes for field mapping as well. 

Here is the list of fields that Exceed.ai syncs with Salesforce. You can find a corresponding field at Salesforce for each field in the Exceed.ai platform. Exceed.ai can add more mapping as needed to enrich contact data in Salesforce. Here is an example:

Please note: In order to sync the company name from Salesforce to Exceed.ai, you'll might need to create a custom field. This is because the Company field passes only the ID of the company, rather than its name. If you've tested it and that's the case for you, you'll need to create a custom field that is based on the Company field using a text formula. More details can be found in this article:
​Adding a Company Name Field on SalesForce

Here is the list of possible statuses a contact can be in Exceed.ai platform:

You can read more about Lead Status here:
​http://help.exceed.ai/faqs/what-is-lead-status

Exceed.ai updates Salesforce with any communication (email or chat) sent to the contact and any communication received from the contact as a completed task.

You can activate the option for Exceed.ai to assign the contact a rep based on their owner in Salesforce.
Please note, in order for that to work, the email attributed to the rep on Salesforce (and not the Salesforce user), should be the user email to log in to Exceed.ai
​

Updating Owner on Salesforce

Should you want Exceed.ai to update the owner back to Salesforce, use this option and select the Owner ID field.

Exceed.ai can automatically pull leads and contacts from Salesforce to Exceed. There are two ways:

Once you've chosen this option for your integration, visit each sequence (under its Integrations tab) and choose a specific report to pull leads and contacts for that sequence. 

You can define criteria to pull leads and contacts under the sequence integration settings.
For example, in case you want to pull leads that are "New", from companies with more than 1000 employees, this is how you will set it up:

Another option: In the following example, Exceed.ai will pull only leads whose status is ‘Send to Exceed’ 

For the two options, you'll need to turn on the integrations toggles both on the Integrations page and on the sequence level to pull in contacts. Emails would start sending only once the sequence is activated.

Additional relevant articles:

If you need any help in the process, don't hesitate to reach out to us via the Customer Care Communications Portal