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After a qualifying agent session, Navattic writes data to visitor properties and syncs them to Salesforce through your field mappings. This page covers which Salesforce fields to create, which types are supported, and how to configure the mapping in Navattic.

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Before you start

You need:
  • A connected Salesforce integration (go to Settings > Integrations > Salesforce to connect)
  • Edit permission on Integrations in Navattic
  • A Salesforce admin to create fields and manage field-level security

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Built-in agent session fields

Navattic automatically creates 8 visitor properties and writes them after every qualifying agent session. Create a matching field on both Lead and Contact in Salesforce for each one.
Transcript must use Long Text Area with at least 65,000 characters. Navattic truncates transcripts at 65,000 bytes, so a shorter field will silently drop content.

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Qualification fields

Any question topic in the conversation builder can bind a custom property. The agent writes the visitor’s answer to that property after the session. Recommended field type: Text (255) or Long Text Area. Avoid these Salesforce field types for qualification answers:
  • Picklist: The agent writes what the visitor said, and any value that does not exactly match a picklist option is rejected by Salesforce.
  • Lookup/Reference: Navattic passes the raw answer as a string with no coercion. Salesforce expects a record ID for lookup fields, so writes fail.

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Supported Salesforce field types

Navattic’s field picker in Settings > Integrations > Salesforce only shows these field types: Fields of unsupported types do not appear in the picker. If a field you created is missing, check its type.

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Field-level security

Field-level security (FLS) is the most common reason agent data does not land in Salesforce. Each new field needs Read and Edit granted to the profile or permission set of the Salesforce user who authorized the Navattic connection. Object-level Edit permission is not enough on its own. Without FLS, writes fail silently. To grant FLS:
  1. In Salesforce, go to Setup > Permission Sets (or Profiles).
  2. Select the permission set or profile assigned to your Navattic integration user.
  3. Click Object Settings, then select Lead or Contact.
  4. Enable Read Access and Edit Access for each Navattic Agent field.
  5. Repeat for each object (Lead, Contact).

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Map fields in Navattic

1

Check your permission

You need Edit permission on Integrations. Without it, the Add Mapping button is disabled. A workspace admin can grant this under Settings > Members.
2

Complete the managed package wizard

If the setup banner is still showing in your Salesforce integration settings:
  1. Assign the NavatticPermissionSet permission set to the integration user.
  2. Add Navattic’s static IP under Setup > Network Access if your org enforces Trusted IP Ranges.
  3. Run the write test from the integration settings page.
3

Open field mappings

Go to Settings > Integrations > Salesforce. Open the Field Mapping tab.
4

Add mappings for agent fields

Map each Navattic Agent property (on the left) to the matching Salesforce field you created (on the right). You can map to Lead, Contact, Account, or Opportunity.Set the direction to push (right arrow) for all agent fields. Pull and bidirectional are not appropriate for transcripts and summaries.The Leads and Contacts tabs are always available. Accounts and Opportunities require the Enrichment feature.

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FAQs

Agent session fields only write once the visitor is identified and has had a real back-and-forth conversation: at least 2 visitor turns, or a CTA click. A single-turn test session writes nothing. Run a full conversation to test the integration.
The field picker only shows supported Salesforce field types. Check that the field you created uses a supported type. If the field type is correct, check that the Navattic integration user has Read access to the field.
This is almost always a field-level security issue. Check that the integration user’s profile or permission set has Read and Edit access on every field that is not receiving data.