Configure Ada Glass for Salesforce
Overview
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.
Preparing Ada
In Ada, access the Salesforce Live Chat Settings by opening the following path: Settings > Integrations > Configure within Salesforce Live Agent.
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
In Salesforce, click the gear icon in the upper right-hand corner and select Service Setup from the provided menu.
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.
Complete the following fields:
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
The default idle connection warning duration is 40 seconds. Select the checkbox to enable custom timeouts.
Idle Connection Timeout Duration
The default idle connection timeout duration is 110 seconds. Select the checkbox to enable custom timeouts.
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.
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.
Example: liveagent.init('https://d.la3-c2cs-iad.salesforceliveagent.com/chat', '5720v00000001BQ', '00D0v0000007949');
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.
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.
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.
Locating your Salesforce Instance URL
In Salesforce, click on the gear icon in the upper right-hand corner and select Setup from the provided menu.
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.
Copy the URL address next to Current My Domain URL, 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
In Salesforce, click the gear icon in the upper right hand corner and select Setup from the provided menu.
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.
Click on the New Connected App button.
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.
Click the box next to Enable OAuth Settings to open the API (Enable OAuth Settings) options.
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.
From the Selected OAuth Scopes pick list, select the following scopes:
Manage user data via APIs (api)
Perform requests at any time (refresh_token, offline_access)
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).
Click the Save button. You will be alerted that it will take 2-10 minutes for your changes to take effect.
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.
Locate the Consumer Key (approx. 85 characters long) and copy it.
Return to your browser tab for Ada, and paste it into the corresponding field in the Salesforce Live Chat Settings in Ada.
Return to Salesforce and locate the Consumer Secret. Click Click to Reveal and copy the string of characters.
Return to your browser tab for Ada, and paste it into the corresponding field in the Salesforce Live Chat Settings in Ada.
Important
Do not click Link to Salesforce Account yet. This will be completed in a future section.
Establishing Salesforce Configurations
Configuring OAuth Policies
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.
Search for the connected app that you just created and click where it says Edit next to the name of your connected app.
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
Click Save.
Configuring Routing
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.
Click the New button or click where it says Edit next to an existing routing configuration to modify it.
Complete the following fields:
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.
Click Save.
Configuring Queues
In the Quick Find search field at the top of the left-hand menu, search for queues and select Queues under the heading Users.
Click the New button.
Complete the following fields:
Label
Queue Name
Queue Email
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.
In the Supported Objects section, from the Available Objects pick list, select the following objects:
Case
Chat Transcript
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.
Click the Save button.
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.
Click the New button to create a new skill, or click where it says Edit next to an existing skill to modify it.
Important
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.
Creating a Chat Button ID in Salesforce
In Salesforce, click on the gear icon in the upper right hand corner and select Service Setup from the provided menu.
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.
Click where it says New to create a new chat button.
Complete the Basic Information and Routing Information sections. Use the Salesforce Chat Button Settings guide for help with each of the fields.
Click Save to create your new chat button and provide you with the chat button code.
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
Return to the tab that contains Ada and your fully populated Salesforce Live Chat Settings.
Click Link Salesforce Account and in the presented authentication window, click Allow.
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 help@ada.support.