CloudCX's integration with Salesforce allows you to easily access customer information in the CloudCX Agent Console and synchronize data conveniently from CloudCX to Salesforce. The integration delivers a consistent customer information management experience and improves agent efficiency.
CloudCX supports two ways for Tenant administrators to connect to Salesforce:
Connect to Salesforce with system configuration via Connector Hub Setting > Salesforce in the system administrator portal. You can find more details about integrate with Salesforce Integrate with Salesforce .
Connect to Salesforce with custom configuration via App & Integrations > Settings > custom configuration.
Connect CloudCX to Salesforce CRM
Go to your CloudCX system
CloudCX installation domain, and log in with the admin account.From the left navigation menu, go to App & Integrations.
Select the Salesforce card, and click on “Settings”.
Connect to Salesforce with system configuration
Prerequisites
To connect with Salesforce, your CloudCX system administrator needs to complete the integration in the CloudCX admin system > Connector Hub Settings > Salesforce. You can find more details about Integrate with Salesforce Integrate with Salesforce .
Step by Step Instructions
Click on “Connect with Salesforce” and then login with your Salesforce account.
Note: You need to have particular sets of permissions in your Salesforce account for the integration to work. It is recommended that you use an Admin SF account.
Click on “Allow” to approve the permission requests from your CloudCX system, the Salesforce connect page will be closed automatically.
The connected Salesforce account will be showed on the App & Integrations > Settings. Now, CloudCX will be able to save or update visitor’s information to the connected Salesforce account.
Connect to Salesforce with custom configuration
Create A Salesforce App
To integrate with Salesforce, you have to create a Salesforce app in your Salesforce.
Prerequisites
A valid Salesforce Account.
An account that has the Administrator role.
Create A Salesforce App
Go to your Salesforce portal and click on “Setup”.
Go to PLATFORM TOOLS > Apps > App Manager, click on “ New Connected App”.
In the Basic Information, enter basic details like the Connected App Name, API Name and Contact Email.
In the API(Enable OAuth Settings), select Enable OAuth Settings and add the Authorized Redirect URL
https://your_cx_domain/api/v2.0/integration/app/callback/api/salesforceto the Callback URL.
Select and add OAuth Scopes to the Selected OAuth Scopes.
Select the required permissions mentioned below for your Salesforce App, then click on “Save” to create the App.
Require Secret for Web Server Flow Require Secret for Refresh Token Flow Enable Client Credentials Flow Enable Authorization Code and Credentials Flow Require user credentials in the POST body for Authorization Code and Credentials Flow |
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Note: Please do not select the ”Require proof key for Code Exchange (PKCE) Extension for Supported Authorization Flows” permission, otherwise your CloudCX will not be able to connect Salesforce properly.
Re-enter App Manager, find the newly created connected app in the list on the left, click on “View” to go to Manage Connected Apps.
In the Manage Connected Apps, click on “Manage Consumer Details”
In the Consumer Details, you will have to obtain the Consumer Key and Consumer Secret. These values will be required while setting up in the Salesforce custom configure.
Configure Salesforce Integration in CloudCX
Click on “custom configuration” enter the custom configuration page.
Enter the below requested values, then click on “Next”. The Salesforce custom configuration page will be closed automatically.
Paste the Consumer Key & Consumer Secret to Client ID & Client Secret, the Client ID & Client Secret obtain from Consumer Details https://cloudfon.atlassian.net/wiki/spaces/CX/pages/edit-v2/49283204#Create-A-Salesforce-App.1 .
Copy the Authorized Redirect URL and paste to Callback URL https://cloudfon.atlassian.net/wiki/spaces/CX/pages/edit-v2/49283204#Create-A-Salesforce-App.1 .
Enter the Salesforce login URL "https://login.salesforce.com/” into Account Server Address & CRM address.
Click on “Connect with Salesforce” and then login with your Salesforce account.
Note: You need to have particular sets of permissions in your Salesforce account for the integration to work. It is recommended that you use an Admin SF account.
Click on “Allow” to approve the permission requests from your CloudCX system, the Salesforce connect page will be closed automatically.
The connected Salesforce account will be showed on the App & Integrations > Settings. Now, CloudCX will be able to save or update visitor’s information to the connected Salesforce account.
Configure Salesforce in CloudCX
After connecting CloudCX with your Salesforce, you need to choose whether you want CloudCX to record Web Chat / Inbox data as Lead details, Contact details, or create a Case in your Salesforce account.
Automatically Create Lead/Contact/Case/Task in Web Chat/Inbox
Select “Automatically”, then specify in each section what data the CloudCX will automatically create into the Salesforce.
Sections | Actions | |
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Web Chat |
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Inbox |
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Sections | Actions |
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When a Matching Contact is Found |
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Configure the object fields mapping and display in Web Chat/Inbox
Click on “Customize Now” to enter the customize identification rules.
Configure customize rules to identify the Salesforce Account, Contact and Lead, then click on “Save”.
Click on “Save“ to save the Salesforce configuration.
For Sales: Record Visitors as Leads and Chats/Conversations as Tasks
A lead will be automatically created for each visitor who cannot be found from the existing leads in the Salesforce account, and a task is automatically created for each chat/conversation of the visitor.
Create a Lead
If a visitor is not found by the identification rule from the existing leads in your Salesforce account, a new lead will be automatically created for the visitor when a chat is starts, or an offline message is received, or a conversation is starts.
Create a Task
When creating a new lead, the chat/conversation of the lead is attached as a task under the lead. For an existing leads, each chat/conversation from the lead will be automatically added as a task.
For Support: Record Visitors as Contacts and Chats/Conversations as Cases
Contact will be automatically created for each visitor who cannot be found from the existing contacts in your Salesforce account, and a case is automatically created for each chat/conversation of the visitor.
Create a Contact
If a visitor cannot be found by the identification rule from the existing contacts in your Salesforce account, a new contact will be automatically created for the visitor when a chat is starts, or an offline message is received, or a conversation is starts.
Create a Case
When creating a new contact, the chat/conversation of the contact is attached as a case under the contact. For an existing contact, each chat/conversation from the contact is attached as a case.
Update Contact Information
If a visitor can be found from the existing contacts in your Salesforce account, options are available to decide whether the contact information will be overwritten:
Do not update the contact information.
Update the contact with information from WebChat/Inbox
Only add new information (Do not overwrite existing information)
Manually Create Lead/Contact/Case/Task in Web Chat/Inbox
If you don’t want to create Lead/Contact/Case/Task automatically, you can create them manually in your CloudCX Agent Console. Manually click on the action you want to perform, and the corresponding data will be recorded in your Salesforce account.
Select “Manually Create Lead/Contact/Case/Task in Agent Console”.
Configure the object fields mapping and display in Web Chat/Inbox
Click on “Customize Now” to enter the customize identification rules.
Configure customize rules to identify the Salesforce Account, Contact and Lead, then click on “Save”.
Click on “Save“ to save the Salesforce configuration.
Web Chat/Inbox Data You Can Get in Salesforce
Contact/Lead Details
CloudCX Fields in Web Chat | CloudCX Fields in Inbox | Salesforce Contact Fields | Salesforce Lead Fields |
Agent who chatted with the contact/lead | Agent who conversated with the contact/lead | Contact Owner | Lead Owner |
Name | Last Name | Last Name | Last Name |
Phone | Cell Phone | Business Phone | Phone |
Company | Company Name | Company in Case Details | Company |
Case/Task Details
CloudCX Fields in Web Chat | CloudCX Fields in Inbox | Salesforce Case Fields | Salesforce Task Fields |
Agent who chatted with the contact/lead | Agent who conversated with the contact/lead | Case Owner | Task Owner |
Name | Last Name | Name | Subject |
Email Address | Subject | ||
Phone | Cell Phone | Phone | Business Phone in Contact Fields |
Company | Company Name | Company | / |
Tenant ID | Tenant ID | Subject | Subject |
Chat Channel | Chat Channel | Subject | Subject |
Chat Content | Conversation Content | Description | Comments |
Chat ID | Conversation ID | Description | Comments |
Note | Note | Description | Comments |
Agent Wrap-up | / | Description | Comments |
Start Time | Start Time | Description | Comments |
End Time | End Time | Description | Comments |
Custom Fields and Custom Variables | / | Description | Comments |
Attachments | Attachments | Attachment section in Case Details | Attachment section in Comments Details |
Note: While creating a new contact, CloudCX will set your existing Salesforce user who has the same email address as the chatting agent as the Contact Owner. If no such user is found, the user whose account connects CloudCX with Salesforce will be set as the owner. The same rule is applied to the Lead Owner, Case Owner, and Task Owner.
Disconnect CloudCX to Salesforce CRM
Click on the “disconnect” icon to open a confirmation window for disonnect the Salesforce account. Click on “Disconnect” button to disonnect the Salesforce account, or click on “Cancel” to cancel the disconnection.
