Ada Glass for Salesforce - Configuration

This article has been designed to walk you through the steps required to configure Ada Glass for Salesforce with your Salesforce environment. Please note that establishing the integration between Ada and your Salesforce instance will require you to navigate back and forth between your Ada dashboard and Salesforce.

Article Quick Links:

• Preparing Ada
• Creating a Chat Deployment in Salesforce
• Locating your Salesforce Instance URL
• Creating a New Connected App in Salesforce
• Establishing Salesforce Configurations
• Creating a Chat Button ID in Salesforce
• Linking Ada and Salesforce
• Using the Salesforce Block

Preparing Ada

1. Within Ada, access the Salesforce Live Chat Settings by opening the following path: Settings > Integrations > Configure within Salesforce Live Agent
   
   
   
   
2. You will need to paste a number of fields from Salesforce into this window in Ada, so keep it open until the integration is complete. 
   
   

Creating a Chat Deployment in Salesforce

1. In Salesforce, click on the gear icon in the upper right-hand corner and select Service Setup from the provided menu.
   
   
   
   
2. In the Quick Find search field at the top of the left-hand menu, search for deploy. Under the heading Chat or Live Agent, select Deployments. Click the New button to create a new chat deployment. 
   
   
   
   
3. Complete the following fields:
   
   

   Field	Input Notes
   Chat Deployment Name	if your organization does not have standard naming conventions, we recommend something like Ada Integration
   Developer Name	auto-populated based on the chat deployment name, but can be changed as per your organizations naming conventions
   Chat Window Title	sets the name of the chat window as it appears to customers (ex. Company Name Chat)
   Idle Connection Warning Duration Idle Connection Timeout Duration	The default idle connection warning duration is 40 seconds, and the idle connection timeout duration is 110 seconds, but if you would like to customize these values, check to enable custom timeouts and modify accordingly

4. Click Save to create your new chat deployment and provide you with the deployment code, portions of which you will need to copy into Ada's platform settings.
   
   
5. The information that is most relevant for your configuration of this integration is contained within the brackets following where it says liveagent.init. There are three components that you will be required to transfer to your Salesforce Live Chat Settings within Ada.
   
   ex. liveagent.init('https://d.la3-c2cs-iad.salesforceliveagent.com/chat', '5720v00000001BQ', '00D0v0000007949');
   
   
6. Copy the URL address provided in the brackets (ex. https://d.la3-c2cs-iad.salesforceliveagent.com/chat in the example above). Return to your browser tab for Ada, paste this into the Salesforce Host URL field, and delete the "/chat" portion of the URL address.
   
   
7. Copy the string of numbers and letters that comes after the URL address (ex. 5720v00000001BQ in the example above), return to your browser tab for Ada, and paste this into the Deployment ID field.
   
   
8. Copy the final string of numbers and letters that completes the content within the brackets (ex. 00D0v0000007949 in the example above), return to your browser tab for Ada, and paste this into the Organization ID field.

Upon completion of this section the following fields in your Salesforce Live Chat Settings within Ada should be complete.

Locating your Salesforce Instance URL

1. In Salesforce, click on the gear icon in the upper right-hand corner and select Setup from the provided menu.
   
   
   
   
2. In the Quick Find search field at the top of the left-hand menu, search for my and select My Domain under the heading Company Settings. 
   
   
3. Copy the URL address next to Your domain name is, return to your browser tab for Ada, and paste this into the Instance URL field within the Salesforce Live Chat settings window. If the URL provided to you by Salesforce does not start with https:// be sure to add this to the beginning or the instance URL prior to moving on. 
    
   
   

Creating a New Connected App in Salesforce

1. In Salesforce, click on the gear icon in the upper right hand corner and select Setup from the provided menu.
   
   
   
   
2. In the Quick Find search field at the top of the left-hand menu, search for app manager and select App Manager under the heading Apps.
   
   
3. Click on the New Connected App button.
   
   
4. Complete the following fields:
   
   

   Field	Input Notes
   Connected App Name	This name will be displayed in the App Manager and on its App Launcher tile.
   API Name	Enter the API name used when referring to your app from a program. It defaults to a version of the name without spaces. Only letters, numbers, and underscores are allowed, so if the original app name contains any other characters, edit the default name.
   Contact Email	Enter the contact email for Salesforce to use when contacting you or your support team in the event of an error.

5. Click the box next to Enable OAuth Settings to open the API (Enable OAuth Settings) options.
   
   
6. Return to the browser tab that contains the Ada Salesforce Live Chat Settings that you left open previously, copy what is in the Redirect URL field, and paste it into the Callback URL field in Salesforce.
   
   
   

7. From the Selected OAuth Scopes pick list, select the following scopes:
   -- Access and manage your data (api)
   -- Perform requests on your behalf at any time (refresh_token, offline_access)

8.  Click on the checkmark next to Require Secret for Web Server Flow to disable this (there should no longer be a checkmark next to this setting). 

9. Click the Save button. You will be alerted that it will take 2-10 minutes for your changes to take effect.

10. Click the Continue button to gain access to a few additional fields that you will need to copy and paste into the Salesforce Live Chat Settings in Ada. 

11. Locate the Consumer Key (approx. 85 characters long) and copy it.

12. Return to your browser tab for Ada, and paste it into the corresponding field in the Salesforce Live Chat Settings in Ada.

13. Return to Salesforce and locate the Consumer Secret. Click where it says Click to Reveal and copy the string of characters. 

14. Return to your browser tab for Ada, and paste it into the corresponding field in the Salesforce Live Chat Settings in Ada.

Establishing Salesforce Configurations

Configuring OAuth Policies

1. Remaining in the Setup section in Salesforce, in the Quick Find search field at the top of the left hand menu, search for manage connected and select Manage Connected Apps under the headings Apps > Connected Apps.
   
   
2. Search for the connected app that you just created and click where it says Edit next to the name of your connected app. 
   
   
3. Under the heading OAuth policies, configure your settings to reflect the following:
   Permitted Users: All users may self-authorize
   -- IP relaxation: Relax IP restrictions
   -- Refresh token policy: Refresh token is valid until revoked
   
4. Click the Save button. 

Configuring Routing

1. In the Quick Find search field at the top of the left-hand menu, search for routing and select Routing Configurations under the headings Feature Settings > Service > Omni-Channel. 
   
   
2. Click the New button or click where it says Edit next to an existing routing configuration to modify it.
   
   
3. Complete the following fields:
   
   

   Field	Input Notes
   Routing Configuration   Name	If your organization does not have standard naming conventions, we recommend something like Ada Integration.
   Developer Name	Auto-populated based on the chat deployment name, but can be changed as per your organizations naming conventions.
   Overflow Assignee	Set the user of queue that Omni-Channel routes items to when your org reaches Omni-Channel limits.
   Routing Priority	Determines the order in which work items across your Omni-Channel queues get pushed to your agents. Lower-priority items are pushed first.
   Routing Model	Determines how to evenly distribute work items to your agents. It acts as a tiebreaker if two or more agents qualify to take on the same work item. Least Active routes to the agent with the fewest number of open work items. Most Available routes to the agent with the most open capacity in proportion to their set capacity.
   Units of Capacity OR   Percentage of Capacity	Specify the size of the work items in the queues associated with this configuration. You can size items by number of units or percentage of the agent's capacity, but not both.

   
   
4. Click the Save button. 

Configuring Queues

1. In the Quick Find search field at the top of the left-hand menu, search for queues and select Queues under the heading Users.
   
   
2. Click the New button.
   
   
3. Complete the following fields:
   -- Label 
   -- Queue Name 
   -- Queue Email 
   
   
4. In the Supported Objects section, from the Available Objects pick list, select the following objects:
   -- Case
   -- Chat Transcript
   
   
5. In the Queue Members section, add members to this queue, by selecting a type of member, then choose the group, role, or user from the "Available Members" and move them to the "Selected Members." If the sharing model for all objects in the Queue is Public Read/Write/Transfer, you do not need to assign users to the queue, as all users already have access to the records for those objects.
   
   
6. Click the Save button. 
   
   
7. In the Quick Find search field at the top of the left-hand menu, search for skills and select Skills under the heading Chat or Live Agent.
   
   
8. Click the New button to create a new skill, or click where it says Edit next to an existing skill to modify it.

Chat Configurations

Avoid using Salesforce's ban/block feature to block chatters by IP address. This will interrupt Ada as well.

Creating a Chat Button ID in Salesforce

1. In Salesforce, click on the gear icon in the upper right hand corner and select Service Setup from the provided menu.
   
   
   
   
2. In the Quick Find search field at the top of the left hand menu, search for chat button and select Chat Buttons & Invitations under the heading Chat or Live Agent.
   
   
3. Click where it says New to create a new chat button. 
   
   
4. Complete the following fields in the Basic Information section:
   
   

   Field	Input Notes
   Type	Chat Button
   Name	if your organization does not have standard naming conventions, we recommend something like Ada
   Developer Name	auto-populated based on the chat deployment name, but can be changed as per your organizations naming conventions
   Enable Customer Time-Out	click to activate this if you wish

5. In the Routing Information section, complete the following fields:

   Field	Input Notes
   Routing Type	Omni-Channel Queues. (Important note: this is the only type of queue we support at this time.)
   Queue	select the name of the queue you created previously
   Enable Queue	check this box to let incoming chat requests queue up until an agent with the required skills is available
   Overall Queue Size	the maximum number of chats allowed to queue

   
   
6. Click Save to create your new chat button and provide you with the chat button code.
   
   
7. Within the code you will see the same button ID listed a number of times, locate one and copy it to paste into Ada shortly.  
   

Linking Ada and Salesforce

1. Return to the tab that contains Ada and your fully populated Salesforce Live Chat Settings. 
   
   
   
   
2. Click the blue Link Salesforce Account button and in the presented authentication window, click the Allow button.
   
   
3. Once complete the window will close automatically, and all that remains is to click the Finish button. 

Using the Salesforce Block

1. Now that the initial configuration is complete, navigate to the Answers view of your Ada dashboard to incorporate the Salesforce live chat handoff into your flows.
   
   
2. Create a new answer, drag the Salesforce block into the answer.
   
   
3. In the Chat Button ID field, paste the chat button ID you copied earlier.
   
   
4. In the Off Hours Answer field, select the answer you would like the bot to provide if there are no live agents available to chat (ie. there are no agents online or the queue is at its maximum capacity). This will likely be an answer that creates an email support ticket on behalf of the chatter. 
   
   
5. If you wish, you can click to expand the Advanced Settings and make some additional configurations to the block's settings to meet your Salesforce management needs. Further, you can add Live Chat Transcript Fields which will map Ada variables to any of the default custom fields of the standard live chat transcript object.
   
   To find the field name in Salesforce:
   
   a. In Salesforce, click on the gear icon in the upper right hand corner and select Setup from the          menu.
   
   b. In the Quick Find search field at the top left hand menu, search for object manager.
   
   c. In Object Manager, select Fields & Relationships.
   
   d. Search for the field you want to map the variable to.
   
   e. Copy the Field Name value and paste it into the Field Name field in the Salesforce Live Chat        block.
   
   
   
   
   
   Upon completion of the above steps, chatters who are provided with the answer containing the Salesforce block will be transferred to the Omni-Channel queue to continue the conversation with a live agent.  

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For any additional questions or to confirm whether this feature is included in your pricing plan, please contact your ACX Consultant, Account Manager, or email us at [e-mail].