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Salesforce Service Cloud Integration

Description

Cognigy has integrated "Salesforce" as an additional handover provider that can be used by our customers to connect their users with real agents (in third-party sources). You can read more about Agent Handover here.

Setup

To start using Salesforce as a handover provider with Cognigy.AI, you first have to sign in to Salesforce, e.g. here: https://login.salesforce.com/.

Endpoint Configuration

In the "Handover Settings" section of your Endpoint, you need to select "Salesforce" as your "Handover Platform". This will require you to fill out the following related fields. To get started, visit your Salesforce web UI and navigate to the "Setup" area (using the cogwheel icon at the top right).

Live Agent Base URL

  • Navigate to Chat Settings
  • You will see a box titled API Information with a field called Chat API Endpoint
  • Copy the "Base URL" from the field (https://x.xxx-xx-xxx.salesforceliveagent.com without /chat/rest) into the "Live Agent Base URL" field in Cognigy.AI
Retreiving the Live Agent Base URL

API Version

  • Use 52 as a value

Organization ID, Deployment ID, Button ID

  • Navigate to Embedded Service Deployments
  • Open the dropdown for the deployment you want to use, then select View
  • In the Embedded Service Code Snippets section, click the Get Code button
  • A dialog with a code snippet will open. Search the snippet for the following part and copy the commented values from the snippet to the Endpoint Settings. Leave out the '' markers.
    embedded_svc.init(
        'https://...'
        'https://...',
        gslbBaseURL
        'xxxxxxxxxxxxxxx', // <--- use this as the "Organization ID"
        '...',
        {
            baseLiveAgentContentURL: '...',
            deploymentId: 'yyyyyyyyyyyyyyyy', // <--- use this as the "Deployment ID"
            buttonId: 'zzzzzzzzzzzzzz', // <--- use this as the "Button ID"
        }
    );
    
Retreiving Organisation ID, Deployment ID and Button ID

Pre-Chat Entities and Pre-Chat Details

Default Behavior

Cognigy.AI sends a stringified version of the Conversation History. The Conversation History will be displayed when the Agent received the first message from the User, as well as in the "Transcripts" tab of Salesforce Service Console under the Transcript > Details > Trascript > Body section.

Sending Pre-Chat Details and Pre-Chat Entities to Salesforce

Version badge

Salesforce section in "Handover to Agent" node

Cognigy.AI allows users to send Pre-Chat Details and Pre-Chat Entities arrays as a custom JSON structure.

Pre-Chat Details

Cognigy.AI provides an opportunity to send conversation information to the Salesforce Live Agent via Pre-Chat Details. Via the entitiyMaps field the information can be linked to Pre-Chat Entity specific fields. Cognigy Script is available to get values from Cognigy input, profile and context objects before sending.

[
       {
         "label":"LastName",
         "value":"Mustermann",
         "entityMaps":[
            {
               "entityName":"contact",
               "fieldName":"LastName"
            }
         ],
         "transcriptFields":[
            "LastName__c"
         ],
         "displayToAgent":true
      },
      {
         "label":"FirstName",
         "value":"Max",
         "entityMaps":[
            {
               "entityName":"contact",
               "fieldName":"FirstName"
            }
         ],
         "transcriptFields":[
            "FirstName__c"
         ],
         "displayToAgent":true
      },
      {
         "label":"Email",
         "value":"max.mustermann@mail.de",
         "entityMaps":[
            {
               "entityName":"contact",
               "fieldName":"Email"
            }
         ],
         "transcriptFields":[
            "Email__c"
         ],
         "displayToAgent":true
      }
   ]

Pre-Chat Entities

To create fields and link the User details received via Pre-Chat Details to a Salesforce Entity (e.g. Contact, Case), send the Pre-Chat Entities array to the live chat session on Salesforce.

Sample JSON to attach the conversation to a Case and use Pre-Chat Details :

[
   {
         "entityName":"Contact",         
         "saveToTranscript": "Contact",
         "linkToEntityName":"Case",
         "linkToEntityField":"ContactId",
         "showOnCreate":true,          
         "entityFieldsMaps":[
             {
               "fieldName":"LastName",
               "label":"LastName",
               "doFind":true,
               "isExactMatch":true,
               "doCreate":true
            },
            {
               "fieldName":"FirstName",
               "label":"FirstName",
               "doFind":true,
               "isExactMatch":true,
               "doCreate":true
            },
            {
               "fieldName":"Email",
               "label":"Email",
               "doFind":true,
               "isExactMatch":true,
               "doCreate":true
            }          
         ]
      }   
   ]

Please se the Salesforce API documentation for more information Pre-Chat Entities and Pre-Chat Details fields and their usage.
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