Setup

To connect a Salesforce agent channel, you will need the following information from Salesforce:

• Chat endpoint hostname

• Organization ID

• Deployment ID

• Button ID

  Refer to this Salesforce documentation page for instructions on how to find these settings.

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When specifying the chat endpoint hostname, ensure that you include the https protocol and avoid adding a trailing slash (e.g., https://d.gla5.gus.salesforce.com/chat/rest).

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By default, the chat history between the bot and the user will be sent to the agent.

Advanced

To enhance the agent experience, you can add custom payloads by configuring Pre-chat Details and Pre-chat Entities. These payloads allow you to send data that pre-fills the agent's chat, similar to a pre-chat form.

• Pre-chat Details: This is a JSON payload containing an array of CustomDetail objects that provide pre-chat information.
• Pre-chat Entities: This is a JSON payload that specifies records to be created, searched for, or both, depending on the EntityFieldsMaps provided in the pre-chat details payload. It consists of an array of Entity objects .

To link pre-chat details with entities, you need to include the entityFieldMaps attribute within the CustomDetail objects. This attribute is an array of EntityFieldsMaps objects .

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Pre-chat Details provide context to the agent, while Pre-chat Entities help automate data lookup and creation in Salesforce before handover.

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For a practical example of what data a ViaSay Chatbot communicates to Salesforce during a handover, check out this request body example containing custom pre-chat details and entities. Pre-chat details and pre-chat entities are static payloads for the entire Salesforce channel. You cannot pass dynamic variables from the context in these payloads. If you need different details based on use cases, consider creating multiple Salesforce channels with distinct payloads.

Change the Connection Timeout

By default, the connection between the client and the Salesforce agent is closed by ViaSay after 7 days of inactivity. If you need to adjust this timeout (e.g., to 15 minutes), please contact the support team at [email protected] to request the change.