Salesforce CRM

How do I enable sending Requests from Slack to Salesforce?

🚧
You need to have admin access to your Salesforce Developer Account

You can enable this via Thena Web https://app.thena.ai/settings?tab=integrations

Head to the Integrations tab under Global Settings or click on the link above
Search for Salesforce (NOT Salesforce Cases)
Click Add Integration
Click Connect
You will be redirected to the oAuth for your Salesforce instance
Click Approve
Done! You have now integrated Thena with Salesforce
Head to your Salesforce Instance's Setup (via the gear icon on the top right)

Select Object Manager and Search for Request

Head to Field Layout and Select Account

Select View Field Accessibility

Select Account and make sure that the Field Access for the System Administrator is Editable. If Not, click on it and make it visible.
Repeat the same process for Requestor Field
Done!

Create the page layout for Thena Requests

Head to your Salesforce Instance's Setup (via the gear icon on the top right)

Select Object Manager and Search for Request

Select Request Layout under the Page Layouts section

Add all the fields that you want in the order you like and hit save.

Add Thena Requests to your Accounts View

Head to your Salesforce Instance's Setup (via the gear icon on the top right)

Select Account
Select Account Layout under the Page Layout Section
Add Requests in the Related Lists section

Done!

Supported Fields

When you integrate Thena with Salesforce, we create a custom object by the name of Requests and API Name of Request__c with the following fields:

Label	Name	Description	Data Type
Account	Account__c	Salesforce Account associated with the request.	Lookup (Account)
AiTags	AiTags__c	AI Tags detected by Thena	Long Text
Assigned To	Assigned_To__c	User name to whom the request is assigned to	Text
CSAT	Csat__c	Feedback shared by the customers once the request is closed	Rich Text
Permalink	Permalink__c	Link to the message which was detected as the request	Text
requestClosedAt	requestClosedAt__c	Date and time at which the request was closed. This is in UTC time.	Text
requestClosedBy	requestClosedBy__c	User name who closed the request	Text
requestCreatedAt	requestCreatedAt__c	Date and time at which the request was created. This is in UTC time.	Text
requestInternalNotificationLink	requestInternalNotificationLink__c	Link to the internal Slack conversation	URL
Requestor	Requestor__c	The user/ customer who had sent the message in Slack which was detected as a request	Lookup (Contact)
requestUpdatedAt	requestUpdatedAt__c	Date and time at which the request was last updated at	Text
requestWebLink	requestWebLink__c	URL for the Thena Web App for this request	URL
Sentiment	Sentiment__c	AI generated Sentiment of the request	Text
Status	Status__c	Current status of the request	Picklist
Summary	Summary__c	AI generated Summary of the request	Rich Text
Thena RequestId	RequestId__c	Request ID generated by Thena	Text (External ID)
Title	Title__c	AI generated Title of the request	Text
Message Text	Message_Text__c	Message text which was marked as a request	Rich Text
Customer Thread	Customer_Thread__c	Thread of messages with the customer	Rich Text
Internal Thread	Internal_Thread__c	Thread of messages on the request alert sent in the triage channel	Rich Text
Urgency	Urgency__c	AI generated urgency of the request	Text
Custom Tags and Categories	Product__c	Custom Tags and categories set by you in Thena. These are created as separate fields. Eg: If you have a custom category of Product with the values of Request Management and Marketing Automation, we will create the field of name Product.	Text