Map interaction attributes to Salesforce activity fields

This task is optional. After you set up a call center for the first time or upgrade the managed package, map any newly supported interaction attributes or keywords to Salesforce activity fields.

Note: These activity fields must be string fields. However, if you use Salesforce features to copy the value of a string field to a field of a different data type, you can use data or number fields. For more information, see the Salesforce documentation on Workflow and Lightning Process Builder.

1. Click the PureConnect Call Center Settings tab you created.

2. Select the version of the call center definition from the drop-down.

3. Under Activity Field Mapping, click Add to create a new mapping.

4. Type the interaction attribute or assigned keyword. For more information and a list of supported attributes, see the following Synchronize interaction attributes with the call log section.

5. Select a field from the Salesforce Fields list.

6. Click Save.

Note: Although you can map interaction attributes after assigning users to a call center, follow the sequence described here of mapping interactions first and then assigning users. This sequence ensures that users do not receive interactions that are not mapped.