Adding Kayako Conversation Overviews to Your Salesforce Page Layouts

Overview 

Once you have connected Kayako to Salesforce, you can choose to display Kayako conversation details on any of four Salesforce screens: Account, Contact, Lead, and Opportunity. For each screen, you'll need to create a new section in the page layout, and specify which Kayako for Salesforce components to display. You'll follow the same steps, regardless of which screen you're editing.

 

Diagnosis

You can configure Salesforce to display recent Kayako support conversations directly on your contact screens. For example, say a customer has a high-priority conversation in Kayako that's waiting on a resolution. With the Kayako for Salesforce app, that information will appear right on the customer screens, equipping your account managers with the insights they need to approach your customers most effectively.

 

 

Prerequisites

• To configure the Kayako for Salesforce app, you'll need a Salesforce user account with the 'Customize Application' permission.
• You must complete the connection set up between Kayako and Salesforce before following the steps below.

 

Solution

To add Kayako conversation details to a Salesforce page layout:

1. Click the Setup menu link.
   
   
2. From the sidebar, under the 'Build' heading, open Customize, open Accounts and click on Page Layouts.
   
   

   

3. Find the layout you want to modify — Account, Contact, Lead, or Opportunity — and click the Edit link to the left.

4. Up, on the top pane, in the left-hand menu, scroll down and select Visualforce Pages.
   
   

5. From here, you can drag a new section down onto the page layout. You can place the section anywhere, but here's an example, that will add a new Kayako section right below the basic account details:
   
   

   

6. Your steps for this process start with scrolling down to where you want to add the section.

7. Click and drag the Section object from the top panel.

8. In the 'Section Properties' window that appears, type 'Kayako' in the Section Name field.

9. Leave the Detail Page and Edit Page boxes checked.

10. Select the 1 Column option.

11. Click the OK button.

12. Great! Section created. Next step is to add the component that will tell Salesforce what Kayako information to display.

13. Back on the top pane, in the Quick Find box type 'Kayako'.

14. Find the component with 'caselist' at the end of its name. The full name of the object will vary depending on the page layout your editing:

    • For 'Account' layouts, the component is kayakoaccount_caselist

    • For 'Lead' layouts, the component is  kayakolead_caselist

    • For 'Opportunity' layouts, the component is kayakoopportunity_caselist

    • For 'Contact' layouts, the component is kayakocontact_caselist

15. Click and drag the caselist component down onto the new 'Kayako' section you just created.

16. Your last step is to resize the section so that it's large enough to display a few conversations at a time. Hover over the 'caselist' component, and click on the wrench icon in the upper right.

    

17. In the 'Visualforce Page Properties' window, enter '500' in the Height (in pixels) field.

18. Click the OK button.

19. Back up on the top pane, click the Save button to save your changes to the page layout!

 

Confirmation

Once you've got the app fully configured and set up on your page layouts, Salesforce will display an overview of the latest five conversations for that contact — including the conversation subject, status, priority, time since the last update, and a snippet of the most recent last message.

All of this will appear in its own section, under a 'Kayako' heading:

 

Clicking on any of the conversations in the list will take you directly to Kayako, where you can see the full conversation history.