Salesforce Integration Guide

Overview

The Knock-Salesforce integration helps your team work more efficiently by connecting Knock’s lead engagement data with Salesforce. With this integration, you can easily keep your workflows aligned and ensure all your Knock leads are automatically synced with Salesforce.

Here’s what the integration allows you to do:

🔹 Sync Lead Information Automatically: Send lead details and conversations from Knock to Salesforce without any manual effort.

🔹 View Conversation History: Access all your lead’s Knock conversations directly in Salesforce for easy tracking.

🔹 Track Intent Signals: See first-party intent signals for each contact to understand their level of interest.

🔹 Keep Profiles Updated: Ensure Salesforce contact profiles are always current with real-time updates from Knock.

🔹 Use Knock Data in Workflows: Trigger Salesforce workflows using data from Knock.

🔹 Focus on High-Priority Leads: Use intent scores to prioritize the leads most likely to convert.

🔹 Collaborate in Slack: Quickly view your lead’s Salesforce profile in Slack for instant insights.

90 seconds video tutorial

🌱 Automatically create contacts / accounts in Salesforce

By default, Knock does not create accounts or contacts in Salesforce automatically.

You can adjust this setting in the Knock app within Slack.

If you choose to allow Knock to automatically create contacts in Salesforce, here's how the workflow operates:

• Knock will create new contacts when a sales representative decides to respond to a lead's message sent via Knock (when the conversation status changes to "In Discovery").
• Contacts rejected by the sales team will not be created in Salesforce.

‣

Add / Update Contact Details

Add New Contact:

When a new contact is created, the following fields will be automatically updated:

First Name, Last Name, Company , Email

Contact Fields Mapping

Additionally, you can enable Knock Contact Enrichment to update and enhance existing contact fields in your Salesforce system. By default, Knock will not modify any of your existing data. ** Knock will never override existing data, it will only update a field if the field is currently empty.

Contact Custom Fields Added by Knock

Knock automatically adds the following custom fields to each contact in Salesforce.

This information helps you build efficient workflows, streamline processes, and prioritize your leads by focusing on those with high intent or strong engagement.

Custom Field	Field Type	Description
Knock: First Seen	Date	The first time the contact opened a slack channel through Knock
Knock: Last Seen	Date	The last time Knock detected the contact engaging with your brand.
Knock: Rep Owner	String text	The email of the rep who assigned as the owner of this contact chat
Knock: Responding Rep	String text	The email of the rep who first responds to the contact
Knock Created	Dropdown select	Indicates if this contact was newly created by Knock (True if it didn’t exist in your CRM before).
Knock Connected	Dropdown select	Indicates whether this contact has sent a message via Slack
Knock: Status	Dropdown select	The lead progress in knock engagement funnel
Knock Total Messages Sent	Number	Total messages sent by the contact
Booked Meeting Time	Date	The date and time of the meeting scheduled through Knock.
Meeting Owner	String text	The email of the rep who owns the meeting
Knock: Emails	Multi-line text	All email detected for this lead (private and business)
Knock: Intent Score	String text	Measures the contact's likelihood of purchasing your solution (High, Medium, Low)
Knock: Rep Response Time	Number	Time (minutes) from the lead's message to the rep's response, excluding cases where the bot replies on behalf of the rep (out-of-office or rejection messages).
Knock: Segments	Dropdown select	Knock segments for outreach synced to Salesforce

Contact Duplication Check

By default, Knock performs the following check: If a contact’s email already exists, Knock will update the existing contact and avoid creating duplicates.

‣

Add / Update Company Details

Add New Company:

By default, Knock will not create new companies in your Salesforce account. However, you can update the configuration to enable Knock to add new companies automatically.

When a new company is created, the following fields will be automatically updated:

Company Name, Company Owner, Company Website

Contact Fields Mapping

Additionally, you can enable Knock Company Enrichment to update and enhance existing company fields in your Salesforce system. By default, Knock will not modify any of your existing data. ** Knock will never override existing data, it will only update a field if the field is currently empty.

Company Custom Fields Added by Knock

Knock automatically adds the following custom fields to each company in Salesforce.

This information helps you build efficient workflows, streamline processes, and prioritize your leads by focusing on those with high intent or strong engagement.

Custom Field	Field Type	Description
Knock: First Seen	Date	The first time an associated lead opened a slack channel through Knock
Knock: Last Seen	Date	The last time Knock detected an employee from this company engaging with your brand.
Knock Created	Dropdown select	Indicates if this company was newly created by Knock (True if it didn’t exist in your CRM before).
Knock Connected	Dropdown select	True if at least one of the contacts associated to the company sent a message
Knock: Status	Dropdown select	The lead progress in knock conversations
Knock Total Messages Sent	Number	Total messages sent by the lead
Knock: Time to connection	Date	The first message sent from one of the associated leads
Knock: Intent Score	String text	Measures the company's likelihood of purchasing your solution (High, Medium, Low)

Company Duplication Check

By default, Knock performs the following check: If a company’s domain already exists in Salesforce, Knock will update the existing company rather than create a new one.

💡 View Knock Insights in your Contact page

Add Knock unique actionable insights to your contact and account page, including first-party intent signals and Slack chat transcripts.

Step 1: Install the Knock Insights Package

 View Knock insights, like intent signals and Slack chat transcripts, directly on the Contact page.

• Access Salesforce Package installer: Link
• Select: Install for All Users
• Select checkbox: grant access to this 3rd party web sites

Step 2: Add Knock Insights to Lighting Page

1. Navigate to Object Manager in Salesforce.
2. Select Contacts from the list of objects.
3. Click on Lightning Record Pages in the sidebar.
4. Click New to create a new Lightning record page.
5. Choose the Record Page option and click Done.
6. Assign a label to your new record page (e.g., "Contact Insights Page").
7. Select the object Contact to associate it with this page.
8. Drag the ContactIntentSignals component to the desired location on the Contact page layout.
9. Drag the KnockConversations component to the appropriate location on the same page layout.

Knock Outreach

Automatically generate high-intent prospect lists for your SDR team—based on real-time buyer signals.

Knock identifies leads showing strong purchase intent and builds segmented lists that match your ICP. You can sync these lists directly to Salesforce and build automated workflows on top—so your SDRs engage the right prospects at the right time.

Steps:

1. Go to the Knock Dashboard → “Accounts” Tab

Access a full list of leads who’ve engaged with you—both on and off your website.

2. Reveal & Filter Leads

Knock surfaces all accounts and contacts showing engagement. Use filters to narrow your list based on key Knock data points.

3. Build Your Segment

Create custom segments based on contact & company info, engagement levels, or intent signals captured by Knock.

4. Sync Your Segment to Salesforce

With one click, push your Knock segment into Salesforce. Knock will automatically reveal and enrich the contacts that match the segment and update them in Salesforce.

Create a Salesforce View for Your Knock Segment

Once the segment is synced:

1. In Salesforce, click "Add View."
2. Filter by the field Knock:Segment and select the desired segment name from the dropdown.
3. You’ll now see a live, up-to-date list of leads in that segment—directly in Salesforce.
4. Use Salesforce workflows to engage with these leads while their intent is highest:
• Notify your sales team
• Send email / LinkedIn connection

☘️ Trigger Workflows Using Knock Data

Leverage Knock data to automate workflows and enhance lead segmentation in Salesforce. Use Knock lead statuses to streamline actions and manage communication more effectively.

Suggested Workflows:

• Identify Contact Source:

When the Knock Created field is marked "Yes", the contact originated from Knock. Set up a workflow to automatically update your LeadSource / Original_Source_Drill_Down field to Knock.

• Track Contacts who Connected Through Knock:

When Knock facilitates the connection between the lead and a sales rep (active conversation), the Knock Connected field will be "Yes." Use this to track leads where the conversation started via Knock.

• Handle Unqualified Leads:

If Knock Status for a lead is set to "Rejected," create a workflow to update the lead status in Salesforce as "Rejected" \ “Unqualified”.

• Manage Engaged Leads:

When a lead has an ongoing conversation with a sales rep via Knock, and the Knock Status is "In Discovery" update the lead status to "Engaged" or "Connected."

• Follow-Up on Unresponsive Leads:

If a lead stops responding to a Knock conversation for more than 24 hours, Knock will change the Knock Status to "Follow Up." Trigger a workflow to ensure timely follow-up actions.

• Assign Relevant Sales Rep:

Knock automatically updates the Knock Rep Owner field based on the sales rep who owns the chat. Additionally, the Knock Responding Rep field will be updated to reflect the rep who actually engaged in the chat. Use this information to create a workflow that assigns the appropriate sales owner to the lead.

• Rep Response time

Knock update the Knock: Rep Response Time field based on the number of minutes it takes for a representative to respond to a lead's message. Use this field to monitor your team performance.

🌿 Display Salesforce Data in Knock Notifications and Dashboard

Knock seamlessly extracts relevant data from Salesforce to enhance lead qualification and routing, ensuring leads are assigned to the right representative. This integration also provides valuable insights into Knock’s business impact, displayed directly in the Knock dashboard.