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!

Billing Plan:
This feature is available on the Premium, Advanced, and Enterprise plans.
 

In this Article, we'll cover:

• how we define each metric and metric type
• how to set up metrics mapping

How We Define Metrics and Metric Types

Below are the definitions of the metrics and metric types you can map!

Metrics

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!