Compliance Archiving for Salesforce Chat – Nuclei, Inc.

Overview

Nuclei provides Salesforce customers with the ability to automatically export and archive all chat communications occurring within Salesforce, including:

Live Agent Chat Transcript Messages

As a first step, you must create a service account on your Salesforce instance that has access to Legacy Chat Transcripts. Afterwards, Nuclei will automatically retrieve and archive exported chat transcripts into your existing compliance archive.

Prerequisites

Salesforce REST API
Salesforce Service Account user credentials

Scope

Live Chat Transcripts

Live Agent Chat Transcript messages are supported for archiving. The following types of metadata are supported for each message:

Abandoned
Account ID
Average Response Time
Body
Case ID
Chat Duration
Chat Key
Contact ID
Ended By
End Time
Is Chatbot Session
Late Referenced Date
Lead ID
Live Chat Visitor ID
Location
Name
Owner ID
Referrer URI
Skill ID
Start Time
Supervisor Transcript Body
Wait Time

Supported Archives

The following archiving destinations are supported for Salesforce Chat archiving:

Dell EMC SourceOne
Global Relay Archive
Microsoft Purview
Mimecast Cloud Archive
Proofpoint Enterprise Archive
Smarsh Digital Safe
Smarsh Enterprise Archive
Smarsh Professional Archive
Veritas Enterprise Vault
ZL Unified Archive

Getting Setup

Installation

The following configuration is required to initiate archiving:

Create a new Salesforce user
Assign the correct permissions to the Salesforce user
Provide Nuclei with required information for connectivity
- Instance URL
- Username
- Password
- Security Token

Uninstallation

Create new deprovisioning request with Nuclei

Additional Resources

Salesforce - Reference - Standard Objects - LiveChatTranscript

More Information

For more information on Compliance Archiving for Salesforce Chat and for a demonstration of related capabilities, please contact Nuclei's sales team at hello@nuclei.ai.