Salesforce Connector
Table of Contents
The Salesforce Alcmeon connector synchronizes social conversations between Alcmeon and Salesforce, giving your teams a unified view of customer interactions and allowing them to handle these conversations in the environment best suited to their organization. Depending on your organization, advisors can work from Alcmeon, Salesforce, or in a hybrid model.
Salesforce Technical Documentation
What is the purpose of the connector?
Your social media accounts are connected to Alcmeon, and messages received on these accounts are automatically routed to your Alcmeon inbox and then forwarded to your teams based on your triage rules, scenarios, or manual actions. When a Salesforce organization is connected, certain conversations can then be synchronized to Salesforce according to predefined parameters.
What Alcmeon provides
Synchronized data in Salesforce
The Salesforce Alcmeon package creates and updates alcmeon__Conversation__c objects in Salesforce for eligible conversations.
Functional view of the connector
Definition - The Alcmeon Conversation
An Alcmeon conversation refers to all messages sent by the customer on the same social media account, within 96 hours of each other, whether public or private, as well as any replies from the brand. A conversation can therefore exist even if no response has been sent.
The Alcmeon widget in Salesforce
It also provides an Alcmeon conversation widget, which allows advisors to view all exchanges and process customer messages from Salesforce.
Integrating the SF Widget into your Salesforce instance
Possible operating modes
The connector supports 3 main operating modes:
- All advisors are responding from Alcmeon
- All advisors respond via Salesforce
- Some teams respond from Alcmeon and others from Salesforce
When is a conversation synchronized?
Depending on your organization, synchronization can be triggered in two main ways.
Case 1 - Advisor response + associated Salesforce contact
In this mode of operation, synchronization to Salesforce is triggered when an advisor responds to a conversation from Alcmeon and the user profile is already associated with a Salesforce contact .
This functionality is particularly well-suited when teams process messages in Alcmeon while simultaneously wanting to enrich the customer view in Salesforce. It ensures that only conversations that have already been processed by a human and are linked to an identified contact in the CRM are displayed.
In practice, the advisor replies to the message in Alcmeon, and then the conversation is synchronized in Salesforce once the customer is assigned to the correct contact. This method is often used when you want to avoid pushing unqualified conversations or conversations not attributed to a known customer into Salesforce.
Note : If the user profile is not yet linked to a Salesforce contact, the conversation will not be synchronized until this linking has been made.
In Alcmeon, from the inbox or from the message processing page, you have the option to see if the author is linked to a Salesforce contact, to access their contact record in Salesforce if so, or to perform a Salesforce contact search to link them to an Alcmeon contact.
View contacts linked to Salesforce or not from the inbox
 Processing page Alcmeon contact not linked to a Salesforce contact
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 Processing page
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Case 2 - Routing to an Alcmeon team linked to a Salesforce queue
In this mode of operation, synchronization to Salesforce is triggered as soon as a message is routed to an Alcmeon team associated with a Salesforce queue.
This model is particularly well-suited when Salesforce is the primary processing tool, or when the organization relies on a queue-based distribution model. It allows conversations to be pushed into Salesforce as soon as they reach the correct processing workflow, even before an advisor's response has been sent.
In practice, as soon as a conversation is assigned to the Alcmeon team configured for this routing, it is synchronized to Salesforce and can then be handled according to the rules defined in your Salesforce environment, for example via a queue or an Omni-Channel device.
Note : This mode is generally the most relevant if you want to centralize operational processing in Salesforce or also bring up conversations processed only by bot or by automatic routing.
Defining routing rules to Salesforce
This relates to your Salesforce integration
The connector does not replace your Salesforce business logic. If you want to automatically create or open Cases, trigger specific automations, or position the Alcmeon widget in a specific location within the interface, this falls under your Salesforce implementation, and most often, your integrator's responsibility.
Example of a standard implementation
Good to know - Omni-Channel
If your teams process conversations from Salesforce, the connector can integrate with Omni-Channel to distribute items to available agents. The distribution logic remains managed on the Salesforce side.