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Configure Ada Glass for Salesforce

Overview

This article walks through the steps required to 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.

Prepare Ada

  1. In Ada, access the Salesforce Live Chat Settings by opening the following path: Settings > Integrations > Configure within Salesforce Live Agent.

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  2. You need to paste a number of fields from Salesforce into this window in Ada, so keep it open until the integration is complete.

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Create a chat deployment in Salesforce

  1. In Salesforce, click the gear icon in the upper right-hand corner and select Service Setup.

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  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.

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  3. Complete the following fields:

    Field

    Notes

    Chat Deployment Name

    Names the deployment. If your organization does not have standard naming conventions, we recommend 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 checkbox 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 checkbox 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

  1. In Salesforce, click the gear icon and select Setup.

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  2. In the Quick Find search field, search for my and select My Domain under the heading Company Settings.

  3. 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 of the instance URL before moving on.

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 in Salesforce's documentation.

  1. In Salesforce, click the gear icon and select Setup.

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  2. In the Quick Find search field, search for app manager and select App Manager under the heading Apps.

  3. Click New Connected App.

  4. 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. 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.

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  7. 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)

  8. Clear the checkbox next to Require Proof Key for Code Exchange (PKCE) Extension for Supported Authorization Flows.

  9. Clear the checkbox 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 and locate the Consumer Secret. Click Click to Reveal 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.

Important

Do not click Link to Salesforce Account yet. This will be completed in a future section.

Establish Salesforce configurations

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

For more detailed information on configuration settings, see Routing Configuration Settings in Salesforce's documentation.

  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, 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. 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

  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.

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.

Create a chat button ID in Salesforce

  1. In Salesforce, click the gear icon and select Service Setup.

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  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 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.

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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 help@ada.support.

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