Salesforce as an Operator’s Channel
Salesforce is a cloud-based CRM platform that offers CRM solutions for sales, marketing, and service.
To use Salesforce as an operator’s channel:
- Configure Live Agent.
- Create an operator’s channel.
- Connect the operator’s channel to the incoming channel.
- Transfer to the operator.
- Send additional data to Salesforce.
Configure Live Agent
Log in to your Salesforce account as the account administrator. Open the Settings tab.
To connect an operator’s channel, copy the following data:
- API Endpoint
Click Setup > Feature Settings > Service > Chat (formerly Live Agent) > Chat Settings and copy the Chat API Endpoint field value. For example:
https://d.la1-c1-cdg.salesforceliveagent.com/chat- Organization ID — the organization identifier in Salesforce.
You can find the value under Setup > Settings > Company Information or using the following link:
https://<адрес аккаунта>/lightning/setup/CompanyProfileInfo/home- Deployment ID — 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', 'Deployment ID', 'ID ')- Button ID — the identifier of the button to open 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" // need to copy 5733X000000TdOA value here>Create an operator’s channel
Go to the platform, click Channels > Customer engagement platforms > Create 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 fields:
- API Endpoint
- Organization ID — the organization identifier in Salesforce.
- Deployment ID — the chat deployment identifier required to send reports.
- Button ID — the identifier of the button to open Live Agent chat.
Click Create.
Connect the channel
Select an already created incoming channel from the list to which you want to connect the operator’s channel. Switch to the incoming channel editing window. Select the operator’s channel from the list in the Agent field > click Save.
Transfer to the operator
To transfer a conversation to the operator in a script, you need to use switch
Send additional data to Salesforce
To send additional data when transferring to the operator in a script, add the customData parameter to the switch response. customData accepts JSON where you can pass prechatDetails and prechatEntities entities in the ChasitorInit query format. For details and an example of the ChasitorInit request, click here.
How to use
$response.replies.push({
type:"switch",
closeChatPhrases: ["/closeLiveChat", "Close the dialogue"],
firstMessage: $client.history,
lastMessage: "We’ll be waiting for your return!",
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
},
],
}