Importing ticket data from Salesforce into AI agents - Advanced

Email ticket data auto import is not supported at the moment. To import email tickets from Salesforce, please export the tickets from Salesforce first before importing them to the AI agents - Advanced Dashboard.

Another use case is when your customers tend to use pre-chat form as the first point of contact before they proceed to chat, and you have imported chat data but need the first message to get the whole picture.

To export data from Salesforce:

After logging in to Salesforce,

Click on the 9 dots icon in the top left corner, a search bar will appear

Search for "reports", then click "Reports"

Click New Report in the top right corner

Search for "cases" and select Cases

Click Continue to create a report

You should see a draft where you can enter pieces of information needed for your report on the left by adding it as a column. Make sure to add these:

Case Owner

Case Number

Subject

Description

Any other filed you deem relevant to import and understand the topic (we usually use "subject+description" where the description is the initial user request)

Click Save & Run

Enter the name and select the folder it should be saved to as prompted

In the top right corner, click the triangle next to edit to open the dropdown menu

Select Export > Formatted Report, it'll be saved as an .xlsx file.

Now that you have an exported file, follow the steps in Importing historical data manually to finish the process.