Salesforce Integration
- XCALLY Knowledge (Unlicensed)
What it's about
The Integration between WitiOp and Salesforce enables the two software to talk to each other.
More specifically, it allows the mechanism by which a Case is opened in Salesforce the moment a conversation is closed in WitiOp. The Case reports the conversation occurred between the Agent and the Customer.
It works as a trigger: when the condition occurs, an action is performed.
| CONDITION | ACTION |
|---|---|
When the Agent closes (and eventually profiles) a Witiop conversation with a Customer:
| Then, a Case is automatically created in the Salesforce in a new browser tab:
|
How it works
As the Integration executes, the WitiOp data are communicated to Salesforce.
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SALESFORCE
The conversation with the Customer, imported from WitiOp, appears to the Agent as follows:
WITIOP
The conversation with the customer appears to the Agent as follows:
The Salesforce Case Owner is the WitiOp Agent who manages the conversation.
In the example, the Agent is agent.demo.
The Case Number is a progressive number generated by Salesforce.
The Salesforce Contact Name is the WitiOp Customer who has contacted us.
When creating the Case, WitiOp searches the Customer contact on Salesforce by number.
1.If the customer number is saved in the Salesforce database, the Case is associated to the current contact and Contact Name field will show the contact name.
2.If the customer name is not saved on the Salesforce database, a new contact will be created and Contact Name field will show:
- The name of the Customer saved on WitiOp, if present in WitiOP database.
- The number of the Customer, if absent in WitiOP database.
In the example, the Customer with the number +3933.. is registered in WitiOp as Maria C.
The Title Case is composed by:
- Customer Number
- [WitiOp conversation Id]
In the example, the conversation Id is 1793.
A comment for each WhatsApp message in the conversation is created in the Case.
- The comments from the Customer and the Agent are posted using different Salesforce users.
- The comment creation time is set to the WhatsApp message sent time.
- Attachment are added to the comment as file (uploaded to Salesforce) or as link to WitiOp (depending on the configuration, see next paragraph).
In the example, the WhatsApp messages for which comments have been added in the Case are those shown above.
On the left, there's the message sent by the Customer; on the right the Agent's message.
How to set up
To make the Integration work, the following configurations must be set:
- An API user must be created on Salesforce, to whom will be associated fundamental parameters.
From the section Apps→ Manage Connected Apps, it is possible to check:
- Consumer Key (in yellow in the picture)
- Consumer Secret (in light blue in the picture)
- Security token (in green in the picture)
- The Agent must be configured on WitiOp and on Salesforce with the same email: in this way the Case will be opened in the Salesforce account of the Agent who has managed the conversation; and the comments will be posted using its username.
- A specific user must be created on Salesforce for posting Customer comments, so that they will be distinguished by the agent comments in the Case (i.e. WitiOpCustomer).
- ‘Create Audit Fields’ must be enabled in Salesforce:
- Go to Setup.
- Search User Interface in Quick Find box and select User Interface
- Ctrl+F/Command +F with keyword ‘Audit’ to Select the checkbox for Enable “Set Audit Fields upon Record Creation” and “Update Records with Inactive Owners” User Permissions
- Click Save.
- Create a Permission set to allow define in audit field:
- Go to Setup
- Search Permission Sets in Quick Find box and select Permission Sets
- Click on New Button to create a new permission set and define label and API name or selected the Current permission set
- In page permission in step 3, go to Section Permission and select System Permissions
- Click Edit button in SETUP Permission sets page.
- Ctrl+F/Command +F with keyword ‘Audit’ to Select the checkbox for Enable “Set Audit Fields upon Record Creation” User Permissions
- Assign user by click button Manage Assignments and add user you allow updated that field.
How to activate the Integration
Please contact the Sales Team in order to enable the Integration dedicated section on your WitiOp!
From the section Admin→ Integration, you can activate the Integration between Salesforce and WitiOp.
From the 
button, it is possible to enable/disable the Integration and Configure it.
To Configure the Integration, you must fill the following fields:
- Consumer Key of the Salesforce API user
- Consumer Secret of the Salesforce API user
- Username of the Salesforce API user
- Password of of the Salesforce API user
- Security token of the Salesforce API user
- API version
- SetAudtFields: if enabled, the comments from the customer and the agent are posted using different Salesforce users. The comment creation time is set to the WhatsApp message sent time.
- AddAttachments: if enabled, attachments are uploaded to Salesforce; if disabled, files are posted as links to WitiOp.
- Username of the Salesforce user dedicated to Customer comments
