Connecting your Bot to Salesforce (Chat)

The steps are the same for both Lightning and Classic. 

• Step 1: Create a new user for the bot in Salesforce
• Step 2: Prepare routing configuration
• Step 3: Create a new queue
• Step 4: Create a new button
• Step 5: Create Chat Deployment
• Step 6: User Authentication on Ultimate
• Step 7: Configure integration parameters
• Step 8: Turn on Automation Engine

Step 1: Create a new user for the bot in Salesforce

It is important to create a new user on your Salesforce account for the bot, this account should not be shared with human agents.

Note - Ensure you add a email address that you have access to, for example your.name+bot@company.com (if your company uses gmail) or a group email like support@company.com

To create a new user in Salesforce:

1. Login to Salesforce using a system administrator account
2. Go to Administration > Users > Users > click New User
3. Under General Information, fill in the fields of required information highlighted in red
   
   • Last name: Use the bot's name. e.g. Bot EN. (This name is going to be used in Step 4 and Step 5 during setup so keep it handy.)
   • Alias: Auto-filled by Salesforce once Last Name is entered
   • Email: Email account of the bot
   • Username: use the bot email
   • Nickname: Auto-filled by Salesforce once Username is entered
   • Role: Leave it as is
   • User License: Select Salesforce
   • Profile: Create a profile for the bot
   • Enable the settings below by checking the box:
     • Service Cloud User 
     • Chat User
   • Under Locale Settings, select Time Zone, Locale, and Language according to your needs.
   • Click Save

Profile configuration

After the new user has been created, check the settings of the profile selected above:

1. Go to Users > Users > Profiles and select the profile used above in the new user and check the following settings:

• Ensure Omni-Channel is enabled within your organization
• Scroll to the bottom, under Enabled Service Presence Status Access, select the status that is configured as the online status. For example:
  
  If a Presence Status has not been created, please create at least an online status for the bot. 
• Scroll back to the top and click Edit to enable the setting below:
  • Under Standard Object Permissions > Chat Transcripts, enable everything
    
  • Under Administrative Permissions > API enabled
    
  • Under Password Policies, set User passwords expire in to Never Expire
    

• Click Save

The below information needs to be saved for later in the process

Keep the information below for Step 2:

• Last name

Keep the information below for Step 7:

• Username (Bot email)
• Password to login to the bot's salesforce account

Step 2: Prepare routing configuration

Note: if you have a routing config in your account you can use an existing one. This routing configuration will allow us to make sure all chats assigned to the bot's queue are routed to it directly

1. Create a new routing configuration by going to Administration > Omni-Channel > Routing Configurations (If you cannot find this option, Omni-Channel may not be enabled. Search for Omni-Channel settings and enable it first) > Click "New".
2. Under Basic Information, enter the fields below:
   • Routing Configuration Name: Enter the bot's name (you can use the last name used in Step 1)
   • Developer Name: Auto-filled by Salesforce once Routing Configuration Name is entered
3. Under Routing Settings
   • Routing Priority: Enter "1" 
   • Routing Model: Select Most Available
4. Under Work Item Size
   
   
   • Percentage of Capacity: Enter "0.01"

Step 3: Create a new queue

Creating a new queue in Salesforce enables the incoming chats to be routed to the bot and escalated to agents when needed.

To create a new queue:

1. Go to Users > Queues, click New
2. Under Queue Name and Email Address
   
   
   • Label: Use the bot name (you can use the last name used in Step 1)
   • Queue Name: Auto-filled by Salesforce once Label is entered
3. Under Configuration with Omni-Channel Routing (please contact your CSM if you don't use Omni-Channel)
   
   
   • Routing Configuration: Click the icon next to the field, a new window will open
     
   • In the new window, select the routing configuration (created in step 2) by clicking the bot's name under Developer Name
   • The new window would close once it's clicked and auto-fill the Routing Configuration filed with the bot's name
4. Under Supported Objects, add Chat Transcript 
   • You can of course select any other objects that you deem necessary
5. Under Queue Members, add the bot user to Selected Members
6. Click Save

The queue should include only the bot user. This is to ensure all new chats are assigned to the bot. The bot user should not be part of the queue of "humans" or "agents". 

Repeat the steps to create a queue for your human agents to take escalated chats from the bot if there isn't already one. 

Step 4: Create a new button

1. Create a new button by going to Channels > Chat > Chat Buttons & Invitations, then click New
2. Configure with the following settings:
   • Type: Chat Button
   • Name: Use the bot name (you can use the last name used in Step 1)
   • Developer Name: Auto-filled by Salesforce once Name is entered
3. Under Routing Information
   • Routing type: Omni-Channel
   • Queue: Click the icon next to the field, a new window will open
     
   • In the new window, select the queue created in Step 3
   • The new window would close once it's selected and auto-fill the Queue filed with the bot's name
4. Click Save 
5. You will see Chat Button Code at the button of the page after clicking Save. 

Make sure to add the code to the source code of your website or application. If you're not sure how to, please contact your web or app developer.
Connect the new queue to the chat button that appears on your website or application. Human agents should be assigned to different buttons. When the bot needs to hand over a conversation, it will reassign the conversation to the human button.

Step 5: Create Chat Deployment

1. Navigate to Channels > Chat > Deployments.
2. Create a new deployment:
   • Assign a name for the deployment e.g 'Ultimate Bot'
   • In the Chat Window Title write what you want the bot's name to appear for your client. This can be your company name or bot persona. 
   • The rest of the settings can be customised per your needs.
   • Save the deployment.

Step 6: User Authentication on Ultimate

In this step, you need to enter all the information you've collected previously to our Dashboard for User Authentication. 

To do so:

1. Open a new tab and login to your Ultimate dashboard
2. Select your bot and add Salesforce integration (Settings > Chat Platforms > Add Integration > Salesforce)
3. In the ‘Domain’ field enter your Salesforce org’s URL up until “.my.” 
   1. If the URL is https://ultimateai-demo.my.salesforce.com/, the domain will be “ultimateai-demo”.
   2. For a sandbox, enter the URL up until ".sandbox." (if the URL is ultimateai-demo--barbara.sandbox.my.salesforce.com, enter 'ultimateai-demo--barbara' in the domain field)
4. Click on ‘Authorize’. 
5. Login into Salesforce using the account you would like to authenticate from. If prompted with an access request, click Allow. 
6. Once the process is complete, the UI will show the user used for authentication

If you would like to add an additional user, please refer to this article. 

Step 7: Configure integration parameters

Once the authorization is completed, click on the Integration Parameters. You will notice the following drawer pop up

1. To get the Chat endpoint navigate to Salesforce, click on Setup
   1. 
   2. Search for chat settings
   3. Copy the Chat API Endpoint and paste it into the ‘chat endpoint’ 
   4. 

2. Select the deployment created in step 6
3. Select the transfer button created in step 4
4. Select the online status created in step 1
5. If you would like to have a case created for each chat interaction, select ‘Case Creation’
6. Click Save

Step 8: Turn on Automation Engine

Scroll to the top to Connection Status and switch the automation engine on by clicking the toggle.

That's it! Now it's time to test your bot.