Configuring the Salesforce Agent

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’s Salesforce Agent integration allows you to seamlessly hand off the virtual assistant conversations to your live agents on Salesforce.

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.

Overview

Kore.ai’s 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.

Configuration

To configure the Salesforce agent, follow the instructions in the sections below.

Step1: Set Up a Salesforce Live Agent

Set up a Salesforce Live Agent to receive messages.

1. Log in to your Salesforce account.
2. From the main menu on the top, navigate to Setup > Customize > Chat Agent > Settings.
   Note: 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
3. Find the Live Agent section under Build > Customize > Chat > Chat Agent Configurations.
4. To add a new Live Agent configuration, click the New button.
5. In the New Live Agent Configuration form, you can enter the details for the new configuration, such as the name and description.
6. Once you have entered the required details, click the Save button to save the new Live Agent configuration.

Step 2: Retrieve the Live Agent URL/API Endpoint

To retrieve the live agent URL/API endpoint, follow the steps:

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

Step 3: Retrieve the Organization ID

To retrieve the Organization ID, follow these steps:

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

Step 4: Retrieve the Deployment ID

To retrieve the Deployment ID, follow these steps:

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

Step 5: Retrieve the Button ID

To retrieve the Button ID, follow these steps:

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

Step 6: Enable the Salesforce Agent

1. Log in to the Kore.ai XO Platform https://bots.kore.ai/botbuilder.
2. Select a Virtual Assistant for which you want to configure the Drift agent.
3. Navigate to Build > Integrations > Agent Transfer and click the Salesforcebutton.
   
4. Click the Configurations tab and enter the following credentials for the Drift Agent:
   • Live Agent URL: The live agent URL endpoint for the Salesforce, which was copied in step 2.
   • Organization ID: The Organization ID for the Salesforce, which was copied in step 3.
   • Deployment ID: The Deployment ID for the Salesforce, which was copied in step 4.
   • Button ID: The Button ID for the Salesforce, which was copied in step 5.

   

5. If you want to make Salesforce the default agent, enable the Default Agent System for all bot channels option.
   Note: This option is available only when multiple agents are configured for your VA.
6. You can customize the channel mapping by clicking the Manage link, as shown below:
   
7. Click Manage to map the channels you want to use Drift agent for handing over the conversations. To learn more about channel enablement, see Adding channels to your bot.
   
8. After mapping channels, click Done.
9. Click Save to enable the Drift agent.
10. Publish the VA. For more information, see Publishing Bot.

Execution

This section helps you verify how the conversations from the Kore.ai XO Platform are being handed over to the Salesforce agent after enabling it.

To verify the data exchange between Kore.ai’s VA and Salesforce agent, follow these steps:

1. Go to the Salesforce Chat Console and launch the Live Agent that you created in Step 1.
   Note: The Salesforce Chat Console URL is unique for your region and company. Contact your Salesforce System Administrator to find your Chat Console URL.
2. In the Salesforce Classic Chat view, click the Apps icon and select the App Launcher option.
   
3. In the App Launcher page, click the Live Agent to open the chat console as shown below:
4. Open a virtual assistant for which you have enabled the Salesforce agent.
5. Create a new Agent Transfer Node task. For example, create a Talk to Live Agent task with the LiveChats node and configure it to use the Drift agent. For more information, see Agent Transfer Node.
   
6. Click the Talk to Bot icon to launch the VA and enter Help.
7. Once you invoke the agent transfer dialog, the Salesforce Chat Console receives a notification alert.
8. When a user initiates the chat from the VA, it transfers the conversation to the Salesforce agent and sends a message to the user. Agent receives a notification about this on Salesforce.
9. Now, the connection between the Salesforce agent and the user has been established, and the conversation continues.