Salesforce Live Chat

--- title : Salesforce Live Chat sidebar_label : Salesforce Live Chat --- Yellow.ai’s integration with [Salesforce](https://www.salesforce.com/in/) lets you connect with the live chat agents of **Salesforce** to resolve your queries. ## 1. Connect Salesforce with Yellow.ai To connect your yellow.ai account with **Salesforce**, follow these steps. ### 1.1 Enable the integration in Yellow.ai's **Integration** module 1. Login to [cloud.yellow.ai](https://cloud.yellow.ai/auth/login) and click the **Integrations** module on the top left corner of your screen. <img src="https://i.imgur.com/3QjKjML.png" alt="drawing" width="100%"/> 2. Search for **Salesforce Live Chat** or choose the category named **Live chat** from the left navigation bar and then click on **Salesforce Live Chat**. <img src="https://i.imgur.com/V66U2fu.png" alt="drawing" width="100%"/> 3. Fill in the required fields. * **Organization Id** - The unique identifier of the salesforce account that represents a particular organization (To be provided by salesforce spoc of the client). * **Deployment Id** - The ID of the deployment from where the chat has been initiated (To be provided by salesforce spoc of the client). * **Button Id** - The Id of the button(group) from where the chat has been initiated (To be provided by salesforce spoc of the client). * **Base Url** - The chat API endpoint of a particular salesforce organization (To be provided by salesforce spoc of the client). * **Agent Device** - The browser’s userAgent value. (To be provided by salesforce spoc of the client). * **Language** - Language preferred by the user to chat with the live agent. * **Agent Screen Resolution** - The screen resolution of the device used by the agent. * **Idle Time Warning Message** - This message will be displayed to the end user whenever the customer inactivity event is triggered by salesforce during the live chat session. * **Idle Time Timeout Message** - This message will be displayed when the live chat ends due to inactivity on the user's side for a particular duration of time. * **Connection Failure Message** - This message will be displayed to the user when there is a failure in connecting with the live agent. * **Agent Timeout** - The value of this field determines the time till which the chat will remain active in case of inactivity at the agent’s side. * **Agent Disconnect Message** - This message will be displayed to the user when their agent disconnects the chat. (This message will be displayed only if there are other active agents with the capacity to take new chats, otherwise, the message configured for the field **Connection Failure** will be displayed). * **Agent Timeout Message** - This message will be displayed to the user when the **Agent Timeout** value has surpassed. 4. Once you're done, click **Connect**. ## 2. Use-case This integration lets you connect with live agents on the **Salesforce** platform from your yellow.ai account. ### 2.1 Chat with Salesforce Live Agent 1. In the Studio flow builder, select the **Raise Ticket** node. <img src="https://i.imgur.com/k3kIkVd.png" alt="drawing" width="100%"/> 2. Select **Salesforce Live Chat** from the **Live chat agent** drop-down list. <img src="https://i.imgur.com/JHYS5Tz.png" alt="drawing" width="70%"/> <img src="https://i.imgur.com/bfVBodc.png" alt="drawing" width="70%"/> The following table contains the details of each field in the **Raise ticket** node. | Field name | Sample value | Data type |Description | -------- | -------- | -------- |-----| |Message after ticket assignment|Requesting live agent connection.|String| The message that will be displayed to the end user after a ticket is successfully assigned to an agent| |Name| Rajesh|String|Name of the user| |Mobile| 9876543210| String|Mobile number of the user| Email|test@gmail.com|String|Email address of the user Query|I have a concern regarding my flight ticket|String| The subject/topic/reason why the ticket was created| Salesforce Live Chat Custom Fields|<pre lang="json">[ { "label": "Mobile", "value": "9999444443", "entityMaps": [ { "entityName": "contact", "fieldName": "Mobile_Number__c" } ], "transcriptFields": [ "Mobile_Number__c" ], "displayToAgent": true }, { "label": "Chat", "value": "sessionURL", "entityMaps": [ { "entityName": "case", "fieldName": "chat_transcript__c" } ], "transcriptFields": [ "chat_transcript__c" ], "displayToAgent": true } ]</pre>|Array| The list of details provided by the user before initiating the chat with the live agent| |Salesforce Live Chat Custom Entities|<pre lang="json">[ { "entityName":"Contact", "saveToTranscript":"contact", "linkToEntityName":"Case", "linkToEntityField":"ContactId", "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 } ] } ] </pre>|Array|The records created/ searched depending on what [EntityFieldsMaps](https://developer.salesforce.com/docs/atlas.en-us.live_agent_rest.meta/live_agent_rest/live_agent_rest_data_types.htm#EntityFieldMaps) has enabled. **Sample success response** ``` { "assignedTo": true, "success": true, "status": "ASSIGNED", "ticketInfo": "{{apiresponse}}" } ``` :::note apiresponse represents the raw response from the Salesforce create ticket API ::: **Sample failure response** ``` { "success": false, "assignedTo": false, "agentNotAvailable": true, "message": "TicketId is not created and transferring the control back to the bot", "ticketInfo": "{{apiresponse}}" } ``` :::note apiresponse represents the raw response from the Salesforce create ticket API ::: ### Reference https://developer.salesforce.com/docs/atlas.en-us.live_agent_rest.meta/live_agent_rest/live_agent_rest_API_requests.htm