Use this guide to setup Salesforce service cloud to enable agent handover with Salesforce.

(if the salesforce connection is not enabled/connected in your environment, please contact us or press the request button)

1. Setting up the chat with customers

1. Go to the Service Console -> Service Setup

2. Click on View All inside Recommended Setup

3. Search for Chat with Customers and set it up (the Website URL and the Offline Support are not needed)

4. You should choose Link chats with cases and contacts when asked for a chat type

5. In the end, you will get a Chat Code Snippet. We will extract the following values from it:

2. Setting up authentication

1. Generate a X509 Certificate (you will need the certificate and the private key)

2. Go to Setup -> Apps -> App Manager -> New Connected App

3. Fill in the required fields. Configure the OAuth Setting like this:
   

   

4. After creation, save the Consumer Key

5. Now go to Manage -> Edit Policies

6. Under OAuthPolicies change All users may self-authorize to Admin approved users are pre-authorized and save.

7. At the bottom, go to Permission Sets -> Manage Permission Sets

8. Select a permission set that is assigned to your user (or if you only see 1 permission set, just select it) and save.

3. Connect to your bot

1. Configure the bot’s Handover settings

2. Go to settings, setup and select the settings for Salesforce

3. fill in the fields: 

   • Consumer Key – obtained from the newly created connected app

   • Private Key – the private key for the certificate that you used to create the connected app

   • Instance URL – https://XXXX.salesforce.com where XXXX is the first four letters from the URL when you are logged in Salesforce

   • Username – your Salesforce username

   • Live Agent Api Endpoint, Organization Id, Deployment Id, Button Id – obtained from the Salesforce Chat Code Snippet