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Salesforce as a customer engagement platform

Salesforce is a cloud-based platform that offers CRM solutions for sales, marketing, and customer service.

To use Salesforce as a customer engagement platform:

  1. Configure the Live Agent.
  2. Create a channel.
  3. Connect the customer engagement platform to the inbound channel.
  4. Set up the transfer to the agent in the script.

Configure the Live Agent​

Log in to your Salesforce account as the account administrator. Open the Settings tab. You will need the following data to create a channel.

API Endpoint​

Click Setup > Feature Settings > Service > Chat > Chat Settings and copy the Chat API Endpoint field value. For example:

https://d.la1-c1-cdg.salesforceliveagent.com/chat

Organization ID​

Organization ID is the organization identifier in Salesforce.

You can find the value under Settings > Company settings > Company Information or using the following link:

https://<account address>/lightning/setup/CompanyProfileInfo/home

Deployment ID​

Deployment ID is the chat deployment identifier required to send reports.

Click Setup > Settings > Deployment ID. You can find the value under Service Setup > Channels > Chat > Deployments > Edit. Copy the value on the edit page in the Deployment Code box. For example:

liveagent.init(
  'https://d.la1-c1-cdg.salesforceliveagent.com/chat',
  '573B00000005KXz',  // Copy this Deployment ID
  '00DB00000003Rxz'  // Do not copy this value: this is the Organization ID
);

Button ID​

Button ID is the identifier of the button to open the Live Agent chat.

Click Service Setup > Channels > Chat > Chat Buttons \& Invitations > Edit. Copy the value on the edit page in the Chat Button Code box. For example:

<a id="liveagent_button_online_5733X000000TdOA">
  <!-- From here, copy 5733X000000TdOA -->
</a>
tip
Learn more about Live Agent configuration

Create a channel​

Go to the platform, click Channels > Customer engagement platforms > Connect channel in the control panel. Select Salesforce.

Fill in the fields:

  • Name — specify a name for the channel or keep the default one.
  • Enter the previously copied values for API Endpoint, Organization ID, Deployment ID, and Button ID.

Click Create.

Connect the channel​

Select an already created inbound channel to which you want to connect the customer engagement platform. Switch to the inbound channel editing window. Select the platform from the list in the Agent field and click Save.

Transfer to the agent​

tip
You will need to add switch replies via $response.replies.push in order to transfer to the agent in the script.

Specifying the agent group​

By default, clients are transferred to the agent group whose Button ID was specified when the channel was created.

If you need to redefine the agent group where the request will be transferred, add the destination key in the switch reply. Set its value to the Button ID of the required agent group.

Send additional data to Salesforce​

To send additional data when transferring to the agent in the script, add the customData parameter to the switch response.

customData is a JSON where you can pass prechatDetails and prechatEntities entities in the ChasitorInit query format.

tip
Click here for details and an example ChasitorInit request

How to use​

$response.replies.push({
    type: "switch",
    closeChatPhrases: ["/closeLiveChat", "Close the chat"],
    firstMessage: $client.history,
    lastMessage: "We’ll be waiting for your return!",
    destination: "5733X000000TdOA",
    customData: {
      "prechatDetails": [
        {
          "label": "Email",
          "value": $client.email,
          "transcriptFields": [
            "Email__c"
          ],
          "displayToAgent": true
        },
        {
          "label": "ResponseTypeList",
          "value": $client.channel,
          "entityMaps": [
            {
              "entityName": "Case",
              "fieldName": "ResponseTypeList__c"
            }
          ],
          "transcriptFields": [
            "ResponseTypeList__c"
          ],
          "displayToAgent": true
        }
      ],
      "prechatEntities": [
        {
          "entityName": "Case",
          "showOnCreate": true,
          "saveToTranscript": "Case",
          "entityFieldsMaps": [
            {
              "fieldName": "Status",
              "label": "Status",
              "doFind": false,
              "isExactMatch": false,
              "doCreate": true
            },
            {
              "fieldName": "Origin",
              "label": "Origin",
              "doFind": false,
              "isExactMatch": false,
              "doCreate": true
            },
            {
              "fieldName": "ResponseTypeList__c",
              "label": "ResponseTypeList",
              "doFind": false,
              "isExactMatch": false,
              "doCreate": true
            }
          ]
        }
      ]
    }
});