Salesforce Integration GuideĀ 

Setup

Thank you for participating in the Salsify Chat Program! This guide will walk you through the necessary steps for Salsify to integrate with your Salesforce LiveAgent console. 

Please provide the following information to a Salsify Chat representative to complete the setup process:

  1. Organization ID
  2.  Deployment domain
  3.  Deployment ID
  4.  Button ID

In order to obtain your Deployment domain, Deployment ID and Button ID, you may need to complete some additional steps:

  • Create a deployment
  • Create a chat button
  • Create and assign skills

Organization ID

  1. Login to your Salesforce Admin console. 
  2. Select your account name in the top right-hand corner of the page and navigate to the “Setup” section. 
  3. In the left sidebar menu under the “Administration Setup” section, select “Company Profile” then “Company Information.”
  4. Your Organization ID will be listed in the right column of the page.

Deployment domain and Deployment ID

If this is your first time configuring Salesforce LiveAgent for Salsify Chat, you may choose to create a unique deployment for Salsify Chat or select an existing deployment. Instructions for creating a unique deployment follow in the Optional Setup section of this guide.

  1. In the left sidebar menu under the “App Setup” section, select “Customize,” “Live Agent” then “Deployments.”
  2. Select the deployment associated with Salsify Chat.
  3. In the Deployment Code section of the page, look for your Deployment domain which is located right after ‘liveagent.init’ and starts with “https://” Your Deployment ID is the first set of numbers and letters that follow your Deployment domain.


Button ID

If this is your first time configuring Salesforce LiveAgent for Salsify Chat, you may choose to create a unique chat button for Salsify Chat or select an existing chat button. Instructions for creating a unique chat button follow in the Optional Setup section of this guide. 

  1. In the left sidebar menu under the “App Setup” section, select “Customize,” “Live Agent” then “Chat Buttons.”
  2. Select the chat button associated with Salsify Chat.
  3. Look for your Button ID in the url of the page.


Optional Setup

The following instructions will guide you through some optional items in the setup process. To begin, login to your Salesforce LiveAgent Admin console.


Create a deployment

A deployment must exist in order to obtain your Deployment domain and Deployment ID.

  1. Locate the “App Setup” section in the left sidebar menu, select “Customize,” “Live Agent” then “Deployments.”
  2. Click “New.”
  3. Enter a Live Chat Deployment Name. We suggest using “Salsify.”
  4. Enter a Developer Name to be associated with this deployment. We suggest using “Salsify.”
  5. Enter a Chat Window Title. This step is required by Salesforce though this information will not actually be displayed in the Salsify Chat interface.
  6. Click “Save” and Salesforce will generate the deployment code.




For additional information about creating a deployment please refer to Salesforce with the provided link here.

Create a chat button

A chat button must be created in order to obtain your Button ID. You will need to create skills before creating chat buttons. Each chat button is associated with a particular skill or set of skills so that chats initiated from the button are routed to the correct agents. Instructions on how to create and assign skills follow this section.

  1. Locate the “App Setup” section in the left sidebar menu, select “Customize,” “Live Agent” then “Chat Buttons.”
  2. Click “New.”
  3. Enter a name for the button.
  4. Select one or more skills to associate with this button by moving them from the Available Skills list to the Selected Skills list.
  5. Select a routing type for chats initiated through this button.
  6. Optionally, if you select the Least Active or Most Available routing type, you will need to specify how long agents have to answer incoming chat requests before the chats are re-routed.
  7. Optionally, enable queueing for incoming chat requests, and specify the maximum number of requests that can be in the queue.
  8. Click “Save.”




Create and assign skills

Create skills and assign them to agents in order to route chats to the most suitable agent. Chat buttons must be associated with skills.

  1. Locate the “App Setup” section in the left sidebar menu, select “Customize,” “Live Agent” then “Skills.”
  2. Click “New.”
  3. Enter a name for the skill.
  4. Enter a Developer Name.
  5. To assign this skill to your agents, select one or more agents from the Available Users list and move them to the Selected Users list.
  6. Optionally, you may choose to assign this skill to specific profiles.
  7. Click “Save.”

For additional information about creating and assigning skills please refer to Salesforce with the provided link here.