Default Behavior

The default behavior of the two-way syncing between Avochato and Salesforce is to track Conversations and Contact information created or edited in Avochato and sync data (including PII) to Lead and Contact records in Salesforce. Additionally, any activities (including inbound and outbound calls, texts, and notes) will be appended as Closed Tasks to the Lead or Contact.

Note: All Salesforce Settings in Avochato are Avochato-account specific. This means Salesforce Settings customization made in one Avochato account must be duplicated across other Avochato accounts that are also integrated with your Salesforce instance in order to all behave the same way.

This flexibility allows different Avochato accounts to be used to interact in different ways with the same Salesforce instance (for example, an Avochato account configured for a Marketing use-case versus another Avochato account configured for a Customer Support use-case), but keep in mind that creating new Avochato accounts will always begin with the default Salesforce Settings (settings can be managed by logging into a given Avochato account and navigating to Integrations > Salesforce> Salesforce Settings.)

Record Detection & Syncing

Leads or Contact records in Salesforce are identified using the MobilePhone or Phone field on the record that matches the Avochato Contact's Phone field.

An identified custom Avochato Contact will always have a link to the record including the Object type in Salesforce when viewing the Contact record in Avochato. Once a specific record in Salesforce is identified by Avochato, Avochato will continue to sync Contact and Activity data to that specific identified record indefinitely.

Custom Object Syncing

The default identification behavior can be augmented so that Contact Info and Activities will attempt to sync to instead of Leads or Contacts, any Object (or CustomObject) which meets all of following criteria:

1. The Object has to have a Phone-type field, custom or otherwise. We use this to match Avochato Contacts with Salesforce records and prevent creating duplicates, as well as thread conversations together.

2. It has to be set to Searchable so our API can access it

(Setup > Object Manager > Edit, under Search Status click Allow Search)

3. It has to "Allow Activity Tracking"

(Setup > Object Manager > Edit, under Optional Features click "Allow Activity")

4. It has to "Enable Feed Tracking"

(Platform tools > Feature Settings > Feed Tracking > Find the object, click "Enable Feed Tracking" at the bottom of the record, Save)