Custom Salesforce Einstein Bot for Megaport Sales Chat

Peeklogic helped Megaport rebuild its sales chat experience in Salesforce Einstein Bot, improving chatbot usability, adding third-party integrations, enabling meeting booking, and implementing full audit logging for reporting.

Megaport is a global technology company that provides on-demand network, compute, and storage connectivity. The company needed a more flexible Salesforce-based chatbot experience that could support regional meeting booking, improve user interaction, and give internal teams better visibility into chat activity.

Challenge

Megaport needed to improve its sales chat experience and move from the existing ZoomInfo Chat setup to a more customized Salesforce-based solution.

The goal was not only to recreate the current chatbot logic, but also to improve the user experience, support better routing, and make the chat flow more useful for sales and reporting teams.

The client needed a chatbot that could:

• Recreate existing ZoomInfo chat flows and branching logic.
• Improve the chatbot interface and user experience.
• Integrate with third-party services.
• Capture user location data.
• Show available meeting slots based on the user’s region.
• Let users book meetings directly from the chat.
• Notify agents when they are offline.
• Route users to a fallback queue when no agents are available.
• Store full audit logs for reporting and analysis.

The previous setup created limitations around customization, visibility, and reporting. Megaport needed a Salesforce-native chatbot experience that could better support its sales process and give teams more control over user interactions.

Solution

Peeklogic rebuilt the chatbot logic using Salesforce Einstein Bot and customized the experience around Megaport’s sales workflow.

The team recreated the existing ZoomInfo chat flows and branching logic, then extended the chatbot with custom Salesforce components, third-party integrations, booking logic, and reporting support.

To improve the interface, Peeklogic developed custom components for the chat header, footer, and body. The styling was aligned with Megaport’s design requirements, creating a more polished and consistent user experience.

Peeklogic also integrated GeoIP to capture user location data and store it in audit logs. This allowed the chatbot to understand the user’s region and display relevant meeting availability through Google Calendar.

Users could book meetings directly inside the chat, while agents received notifications when they were offline. If no agents were available in the primary queue, the system moved users to a fallback queue to avoid dead ends in the conversation.

Key Features

1. Salesforce Einstein Bot Setup

Peeklogic recreated Megaport’s existing ZoomInfo chat flows and branching logic inside Salesforce Einstein Bot.

This allowed the client to move toward a more Salesforce-native chatbot setup while preserving the logic users were already familiar with.

2. Custom Chat UI Components

The team developed custom components for the chatbot header, footer, and body.

These components included full custom styling aligned with Megaport’s design requirements, helping the chatbot feel more consistent with the company’s brand and website experience.

3. GeoIP Integration

Peeklogic integrated GeoIP to capture user location data during chat interactions.

This data was stored in audit logs and used to support location-based logic, including regional meeting availability.

4. Google Calendar Integration

The chatbot was connected with Google Calendar to display available meeting slots based on the user’s region.

This made it easier for prospects to find relevant availability without leaving the chat flow.

5. Direct Meeting Booking

Peeklogic enabled direct meeting booking from within the chat.

Users could move from conversation to scheduled meeting in one flow, reducing friction and supporting faster sales follow-up.

6. Offline Agent Notifications

The solution included custom logic to notify agents when they were offline.

This helped improve internal awareness and made it easier to manage chat availability.

7. Fallback Queue Logic

If no agents were available in the primary queue, the chatbot could route users to a fallback queue.

This prevented users from reaching a dead end and helped Megaport keep conversations moving even when the primary team was unavailable.

8. Audit Logging for Reporting

Peeklogic implemented comprehensive audit logging across the full chat interaction.

The logs captured user behavior, location data, chatbot flow activity, and key interaction details, giving Megaport better reporting visibility.

The Implementation Process

Peeklogic supported Megaport through the chatbot migration and customization process.

The process included:

1. Reviewing the existing ZoomInfo Chat setup.
2. Recreating chat flows and branching logic in Salesforce Einstein Bot.
3. Building custom LWC components for the chat interface.
4. Styling the chat header, footer, and body based on Megaport’s design requirements.
5. Integrating GeoIP for location-based data capture.
6. Connecting Google Calendar to display regional meeting slots.
7. Enabling direct meeting booking from the chat.
8. Adding offline agent notification logic.
9. Creating fallback queue behavior for unavailable agents.
10. Implementing audit logging for reporting purposes.
11. Testing the chatbot flow, integrations, and user experience.

This approach helped Megaport move from a standard chat setup to a more customized Salesforce-based chatbot experience.

Results & Benefits

The project gave Megaport a more flexible and integrated Salesforce chatbot experience.

Key results included:

• Recreated ZoomInfo chat flows inside Salesforce Einstein Bot.
• Improved chatbot UI/UX.
• Custom chat components aligned with Megaport’s design requirements.
• GeoIP-based user location capture.
• Google Calendar meeting slot display by region.
• Direct meeting booking inside the chat.
• Offline agent notifications.
• Fallback queue logic for unavailable agents.
• Full audit logging for reporting and analysis.

The new chatbot helped reduce friction in the sales process by allowing users to interact, qualify, and book meetings in one connected flow.

Business Value

For Megaport, the chatbot became more than a website support tool. It became part of the sales workflow.

By rebuilding the experience in Salesforce Einstein Bot, Peeklogic helped Megaport create a more controlled, customizable, and reportable chat system.

The solution improved how prospects move from initial interest to booked meetings, while giving internal teams more visibility into chat performance and user behavior.

The added integrations also made the chatbot more useful for regional sales operations, especially where meeting availability and location-based routing matter.

Conclusion

Peeklogic helped Megaport modernize its chatbot experience by recreating ZoomInfo chat flows in Salesforce Einstein Bot and extending them with custom UI components, GeoIP logic, Google Calendar booking, fallback queues, and audit logging.

The result was a more flexible Salesforce-native chat solution that improved user experience, supported sales operations, and gave Megaport better visibility into chatbot interactions.