{"id":54033,"date":"2023-02-10T10:41:31","date_gmt":"2023-02-10T10:41:31","guid":{"rendered":"https:\/\/developer.kore.ai\/v10-1\/?p=54033"},"modified":"2025-05-19T11:51:01","modified_gmt":"2025-05-19T10:51:01","slug":"configuring-the-salesforce-agent","status":"publish","type":"post","link":"https:\/\/developer.kore.ai\/v10-1\/integrations\/configuring-the-salesforce-agent\/","title":{"rendered":"Configuring the Salesforce Agent"},"content":{"rendered":"
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Salesforce is used for various needs of different teams in an organization, such as marketing, sales, commerce, service, and IT work as one from anywhere using the chat module. Kore.ai XO Platform\u2019s Salesforce Agent integration allows you to seamlessly hand off the virtual assistant conversations to your live agents on Salesforce.<\/p>\n

Use the configuration steps below as general guidelines to enable the Salesforce Agent integration. You may notice minor differences based on the version of Salesforce you are using.<\/p>\n

Overview<\/span><\/h2>\n

Kore.ai\u2019s Virtual Assistant (VA) serves as the central point of interaction for the users. The VA facilitates communication and interaction between the user and the Salesforce agent using the chat module. In addition to its regular capabilities, the VA acts as an intermediary between the users and the Salesforce agents to hand over conversations seamlessly. The VA also allows you to integrate with the Salesforce platform.<\/p>\n

Configuration<\/span><\/h2>\n

To configure the Salesforce agent, follow the instructions in the sections below.<\/p>\n

Step1: Set Up a Salesforce Live Agent<\/span><\/h3>\n

Set up a Salesforce Live Agent to receive messages.<\/p>\n

    \n
  1. Log in to your Salesforce account.<\/li>\n
  2. From the main menu on the top, navigate to Setup > Customize > Chat Agent > Settings<\/strong>.
    Note<\/strong>: Make sure you switch to the Classic view; the Live Agent settings do not come up under the Lightning Experience view. For detailed instructions on setting up Live Agent, visit:https:\/\/help.salesforce.com\/s\/articleView?language=en_US&id=live_agent_intro.htm<\/a><\/li>\n
  3. Find the Live Agent section under Build > Customize > Chat > Chat Agent Configurations<\/strong>.\"\"<\/a><\/li>\n
  4. To add a new Live Agent configuration, click the New<\/strong> button.<\/li>\n
  5. In the New Live Agent Configuration form, you can enter the details for the new configuration, such as the name and description.<\/li>\n
  6. Once you have entered the required details, click the Save button to save the new Live Agent configuration.\"\"<\/a><\/li>\n<\/ol>\n

    Step 2: Retrieve the Live Agent URL\/API Endpoint<\/span><\/h3>\n

    To retrieve the live agent URL\/API endpoint, follow the steps:<\/p>\n

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    1. From the main menu on the top, navigate to Setup > Customize > Chats > Chat Sessions > Deployments<\/strong>.
      \n      \"\"<\/a><\/li>\n
    2. In the Chat Deployments page, you will see a list of all the configured Live Agent deployments.<\/li>\n
    3. To get the Live Agent URL\/API endpoint, click the name of the Live Agent deployment that you want to use.<\/li>\n
    4. In the Deployment Code region, you will find the Live Agent URL\/API endpoint in the Code<\/strong> field as shown below:
      \"\"<\/a><\/li>\n<\/ol>\n

      Step 3: Retrieve the Organization ID<\/span><\/h3>\n

      To retrieve the Organization ID, follow these steps:<\/p>\n

        \n
      1. From the main menu on the top, navigate to Administer > Company Settings > Company Information<\/strong>.
        \"\"<\/a><\/li>\n
      2. In the Company Information page, you will see a list of details about your organization.<\/li>\n
      3. To retrieve the Organization ID, search for the Salesforce.com Organization ID<\/strong> field.
        \"\"<\/a>
        Note<\/strong>: The Organization ID is a unique identifier for your Salesforce organization.<\/li>\n
      4. Copy and keep it for future use.<\/li>\n<\/ol>\n

        Step 4: Retrieve the Deployment ID<\/span><\/h3>\n

        To retrieve the Deployment ID, follow these steps:<\/p>\n

          \n
        1. From the main menu on the top, navigate to Setup > Customize > Chats > Chat Sessions > Deployments<\/strong>.
          \"\"<\/a><\/li>\n
        2. In the Chat Deployments page, you will see a list of all the configured Live Agent deployments.<\/li>\n
        3. In the Deployment Code region, you will find the Deployment ID<\/strong> in the Code<\/strong> field as shown below:
          \"\"<\/a><\/li>\n
        4. Copy and keep it for future use.<\/li>\n<\/ol>\n

          Step 5: Retrieve the Button ID<\/span><\/h3>\n

          To retrieve the Button ID, follow these steps:<\/p>\n

            \n
          1. Go to Customize > Chats Chat Sessions > Chat Buttons & Invitations<\/strong> page, and click the button that you want to use for this integration.<\/li>\n
          2. In the Chat Deployments page, you will see a list of all the configured Live Agent deployments.<\/li>\n
          3. In the Deployment Code region, you will find the Deployment ID<\/strong> in the Code<\/strong> field as shown below:
            \"\"<\/a>
            \nThe Button ID is the string of characters after the last slash \/ in the URL. For example: https:\/\/meya-dev-ed.my.salesforce.com\/5731I000000PL9G\n<\/li>\n
          4. Copy and save it for future use.<\/li>\n<\/ol>\n

            Step 6: Enable the Salesforce Agent<\/span><\/h3>\n
              \n
            1. Log in to the Kore.ai XO Platform https:\/\/bots.kore.ai\/botbuilder<\/a>.<\/li>\n
            2. Select a Virtual Assistant for which you want to configure the Drift agent.<\/li>\n
            3. Navigate to Build > Integrations > Agent Transfer<\/strong> and click the Salesforce<\/strong>button.
              \"\"<\/a>\n<\/li>\n
            4. Click the Configurations tab and enter the following credentials for the Drift Agent:\n