> For clean Markdown of any page, append .md to the page URL. > For a complete documentation index, see https://docs.ada.cx/llms.txt. > For AI client integration (Claude Code, Cursor, etc.), connect to the MCP server at https://docs.ada.cx/_mcp/server. # Ada Glass configuration ## Overview\[#overview] Configure Ada Glass for Salesforce with your Salesforce environment. Note that establishing the integration between Ada and your Salesforce instance requires you to navigate back and forth between your Ada dashboard and Salesforce. ## Quick start Complete these steps to configure Ada Glass for Salesforce. See [Implementation & usage](#implementation--usage) for detailed instructions. #### Prepare Ada Open the Salesforce Chat configuration in your Ada dashboard. #### Create a chat deployment Set up a chat deployment in Salesforce to obtain the host URL, deployment ID, and organization ID. #### Locate your instance URL Find your Salesforce instance URL in your domain settings. #### Create a connected app Configure a connected app in Salesforce for OAuth authentication. #### Establish Salesforce configurations Configure OAuth policies, routing, and queues. #### Create a chat button ID Create a chat button to obtain the button ID for Ada. #### Link Ada and Salesforce Complete the integration by linking your accounts. ## Implementation & usage Configure Ada Glass for Salesforce by completing the following steps. ### Prepare Ada\[#prepare-ada] Start the configuration process in Ada before moving to Salesforce. **To prepare Ada for the Salesforce integration:** 1. On the Ada dashboard, go to **Config > AI AGENT > Handoffs**. Then, on the **Integrations** tab, find the **Salesforce Chat** integration, and click **Configure**. The Salesforce Live Chat Settings window opens. 2. Click **Start** to start configuring Salesforce Chat. You need to paste a number of fields from Salesforce into this window in Ada, so keep it open until the integration is complete. ![](/_fern-img/b076c4f349926a3de04cc2df9187a70728fc8cae8dde648dc3b9d1a88118a48d.webp) ### Create a chat deployment in Salesforce\[#create-a-chat-deployment-in-salesforce] Create a chat deployment in Salesforce to obtain the host URL, deployment ID, and organization ID required for Ada. **To create a chat deployment:** 1. In Salesforce, click the **gear icon** in the upper right-hand corner and select **Service Setup**. 2. In the Quick Find search field, search for **deploy**. Under the heading Chat or Live Agent, select **Deployments**. Click **New** to create a new chat deployment. ![](/_fern-img/4f820dd0fc1ebdc36abff261b31713999079ae04be440ecb9dcc24d257c53565.webp) 3. Complete the following fields: | Field | Notes | | ------------------------------------ | ------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | | **Chat Deployment Name** | Names the deployment. If your organization does not have standard naming conventions, consider using something like Ada Integration. | | **Developer Name** | Auto-populates based on the chat deployment name, but can be changed as per your organization's naming conventions. It sets the API name for this deployment. | | **Chat Window Title** | Sets the name of the chat window as it appears to customers (e.g., Company Name chat). | | **Idle Connection Warning Duration** | Indicates the additional duration, in seconds, that the customer can remain unavailable or disconnected before a warning is sent to the agent. The default value is 40 seconds. Select the check box to enable custom timeouts. | | **Idle Connection Timeout Duration** | Indicates the additional duration, in seconds, that the customer can remain unavailable or disconnected before the chat ends. The default value is 110 seconds. Select the check box to enable custom timeouts. | 4. Click **Save** to create your new chat deployment and obtain 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 `liveagent.init`. There are three components that you need to transfer to your Salesforce Live Chat Settings within Ada. **Example:** `liveagent.init('https://d.la3-c2cs-iad.salesforceliveagent.com/chat', '5720v00000001BQ', '00D0v0000007949');` 6. Copy the URL address provided in the brackets (e.g., `https://d.la3-c2cs-iad.salesforceliveagent.com/chat` in the example above). Return to your browser tab for Ada and 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 (e.g., `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 (e.g., `00D0v0000007949` in the example above), return to your browser tab for Ada, and paste this into the **Organization ID** field. ### Locate your Salesforce instance URL\[#locate-your-salesforce-instance-url] The Salesforce URL in your browser might be different from the domain URL you need to use for your Ada integration. To be sure you're using the correct URL, look it up in your Salesforce settings. **To locate your Salesforce instance URL:** 1. In Salesforce, click the **gear icon** and select **Setup**. 2. In the **Quick Find** search field, search for `my`. Under **Company Settings**, select **My Domain**. 3. Copy the URL beside **Current My Domain URL**. 4. In your Ada browser tab, in the Salesforce Live Chat settings window, paste your Salesforce instance URL into the **Instance URL** field. > **Note** > > If the URL provided by Salesforce does not start with `https://`, add > it to the beginning of the Instance URL before moving on. ### Create a new connected app in Salesforce\[#create-a-new-connected-app-in-salesforce] Salesforce allows external applications, like Ada, to connect to their platform using a special framework they call a *connected app*. To learn more about connected apps, see [Connected Apps](https://developer.salesforce.com/docs/atlas.en-us.securityImplGuide.meta/securityImplGuide/connected_apps.htm) in Salesforce's documentation. **To create a connected app:** 1. In Salesforce, click the **gear icon** and select **Setup**. 2. In the Quick Find search field, search for `External Client Apps` and under **Apps > External Client Apps** select **Settings**. 3. On the **External Client App Settings** page, under **Connected Apps**, click **New Connected App**. 4. On the **New Connected App** page, under **Basic Information**, complete the following fields: | Field | 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 app 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. Under **API (Enable OAuth Settings)**, select the check box 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. ![](/_fern-img/2f04e6468c83f922f723769762b6d17517cdf1cac48d5e1182996280c500c365.webp) 7. From the **Selected OAuth Scopes** pick list, select and add the following scopes: * **Manage user data via APIs (api)** * **Perform requests at any time (refresh\_token, offline\_access)** 8. Clear the check box next to **Require Proof Key for Code Exchange (PKCE) Extension for Supported Authorization Flows**. 9. Clear the check box next to **Require Secret for Web Server Flow**. 10. Click **Save**. You will be alerted that it will take 2-10 minutes for your changes to take effect. 11. Click **Continue** to gain access to a few additional fields that you will need to copy and paste into the **Salesforce Live Chat Settings** in Ada. 12. Locate the **Consumer Key** (approx. 85 characters long) and copy it. 13. Return to your browser tab for Ada, and paste it into the corresponding field in the **Salesforce Live Chat Settings** in Ada. 14. Return to Salesforce, locate the **Consumer Secret**, and copy the string of characters. 15. Return to your browser tab for Ada, and paste it into the corresponding field in the **Salesforce Live Chat Settings** in Ada. > **Note** > > Do not click **Link to Salesforce Account** yet. This will be completed > in a future section. ### Establish Salesforce configurations Configure OAuth policies, routing, and queues in Salesforce to enable the Ada integration. #### Configure OAuth policies\[#configure-oauth-policies] Set up OAuth policies to control how users authenticate with the connected app. **To configure OAuth policies:** 1. Remaining in the Setup section in Salesforce, in the Quick Find search field, 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 **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 **Save**. #### Configure routing\[#configure-routing] For more detailed information on configuration settings, see [Routing Configuration Settings](https://help.salesforce.com/s/articleView?id=sf.service_presence_routing_configuration_settings.htm\&type=5) in Salesforce's documentation. **To configure routing:** 1. In the Quick Find search field, search for **routing** and select **Routing Configurations** under the headings Feature Settings > Service > Omni-Channel. 2. Click **New** or click **Edit** next to an existing routing configuration to modify it. 3. Complete the following fields:
Field Notes
**Routing Configuration Name** If your organization does not have standard naming conventions, consider using 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. Objects in queues with a lower number are routed to agents 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 **Save**. #### Configure queues\[#configure-queues] Create a queue to manage how chat requests are routed to agents. **To configure 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 **New**. 3. Complete the following fields: * Label * Queue Name * Queue Email 4. In the **Configuration with Omni-Channel Routing** section, click the magnifying glass icon. Search for and select the routing configuration you created during the Configuring Routing steps above. 5. In the **Supported Objects** section, from the **Available Objects** pick list, select the following objects: * Case * Chat Transcript 6. 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. 7. Click **Save**. 8. 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. 9. Click **New** to create a new skill, or click **Edit** next to an existing skill to modify it. > **Info** > > Do not activate the Chat Agent Configuration setting Visitor Blocking > Enabled, which allows agents to block chat requests from specific IP > addresses. Blocking IP addresses disrupts the Ada-Salesforce > integration. ### Create a chat button ID in Salesforce\[#create-a-chat-button-id-in-salesforce] Create a chat button in Salesforce to obtain the button ID required for Ada. **To create a chat button:** 1. In Salesforce, click the **gear icon** and select **Service Setup**. 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 **Basic Information** and **Routing Information** sections. Use the [Salesforce Chat Button Settings](https://help.salesforce.com/s/articleView?id=sf.live_agent_button_settings.htm\&type=5) guide for help with each of the fields. 5. Click **Save** to create your new chat button and provide you with the chat button code. 6. 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. ![](/_fern-img/2e1e464377399603cc400e9b48b05a0b7448aa828077d9c004cc7ab7588aa8b5.webp) ### Link Ada and Salesforce Complete the integration by linking your Ada and Salesforce accounts. **To link Ada and Salesforce:** 1. Return to the tab that contains Ada and your fully populated Salesforce Live Chat Settings. 2. Click **Link Salesforce Account** and in the presented authentication window, click **Allow**. 3. Once complete, the window will close automatically, and all that remains is to click **Finish**. --- Have any questions? Contact your Ada team, or email us at [](mailto:help@ada.cx?subject=Help%20Docs%20inquiry).