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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. 

CONDITIONACTION

When the Agent closes (and eventually profiles) a Witiop conversation with a Customer:

Then, a Case is automatically created in the Salesforce tab:




How it works


As the Integration executes, the WitiOp data are communicated to Salesforce.

 


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.

If the customer name is saved on the Salesforce database, this field will show the contact name.

If the customer name is not saved on the Salesforce database, this field will show the number of the customer. 


In the example, the Customer with the number +3933.. is registered in WitiOp as Maria C. 

Note that WitiOp Customer database is detached from the Salesforce database. In fact, in the example, even if Maria C is saved into WitiOp, Salesforce shows only the contact number (because the number is not saved into its database). 


The Title Case is composed by:

  • Salesforce Contact Name 

If the customer name is saved on the Salesforce database, this field will show the contact name.

If the customer name is not saved on the Salesforce database, this field will show the number of the customer. 

  • [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 configure


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: 

    1. Consumer Key (in yellow in the picture)
    2. Consumer Secret (in light blue in the picture)
    3. 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:
    1. Go to Setup.
    2. Search User Interface in Quick Find box and select User Interface
    3. 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
    4. Click Save.

  • Create a Permission set to allow define in audit field:
    1. Go to Setup
    2. Search Permission Sets in Quick Find box and select Permission Sets
    3. Click on New Button to create a new permission set and define label and API name or selected the Current permission set
    4. In page permission in step 3, go to Section Permission and select System Permissions
    5. Click Edit button in SETUP Permission sets page.
    6. Ctrl+F/Command +F with keyword ‘Audit’ to Select the checkbox for Enable “Set Audit Fields upon Record Creation” User Permissions
    7. Assign user by click button Manage Assignments and add user you allow updated that field.


How to Activate the Integration

To activate the Integration between Salesforce and WitiOp, you must open a ticket on the Support Portal, providing the  following information: 

    1. Consumer Key of the Salesforce API user
    2. Consumer Secret of the Salesforce API user
    3. Username of the Salesforce API user
    4. Password of of the Salesforce API user
    5. Security token of the Salesforce API user
    6. Username of the Salesforce user dedicated to Customer comments


Our team will fill the JSON file on the WitiOP Platform:


Please note: 

  • SetAudtFields: if set to true, 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 set to true, attachments are uploaded to Salesforce, else are inserted as links
    to WitiOp.




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