Ada Glass configuration
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
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On the Ada dashboard, go to AI Agent profile > Handoffs. Then, on the Integrations tab, find the Salesforce Chat integration, and click Configure. The Salesforce Live Chat Settings window opens.
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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.
Create a chat deployment in Salesforce
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In Salesforce, click the gear icon in the upper right-hand corner and select Service Setup.
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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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Complete the following fields:
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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.
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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');
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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. -
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. -
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
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.
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In Salesforce, click the gear icon and select Setup.
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In the Quick Find search field, search for
my
. Under Company Settings, select My Domain. -
Copy the URL beside Current My Domain URL.
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In your Ada browser tab, in the Salesforce Live Chat settings window, paste your Salesforce instance URL into the Instance URL field.
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
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.
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In Salesforce, click the gear icon and select Setup.
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In the Quick Find search field, search for app manager and select App Manager under the heading Apps.
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Click New Connected App.
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Complete the following fields:
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Click the box next to Enable OAuth Settings to open the API (Enable OAuth Settings) options.
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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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From the Selected OAuth Scopes pick list, select the following scopes:
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Manage user data via APIs (api)
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Perform requests at any time (refresh_token, offline_access)
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Clear the checkbox next to Require Proof Key for Code Exchange (PKCE) Extension for Supported Authorization Flows.
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Clear the checkbox next to Require Secret for Web Server Flow.
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Click Save. You will be alerted that it will take 2-10 minutes for your changes to take effect.
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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.
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Locate the Consumer Key (approx. 85 characters long) and copy it.
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Return to your browser tab for Ada, and paste it into the corresponding field in the Salesforce Live Chat Settings in Ada.
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Return to Salesforce and locate the Consumer Secret. Click Click to Reveal and copy the string of characters.
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Return to your browser tab for Ada, and paste it into the corresponding field in the Salesforce Live Chat Settings in Ada.
Do not click Link to Salesforce Account yet. This will be completed in a future section.
Establish Salesforce configurations
Configure OAuth policies
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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.
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Search for the connected app that you just created and click Edit next to the name of your connected app.
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Under the heading OAuth policies, configure your settings to reflect the following:
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Permitted Users: All users may self-authorize
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IP relaxation: Relax IP restrictions
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Refresh token policy: Refresh token is valid until revoked
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Click Save.
Configure routing
For more detailed information on configuration settings, see Routing Configuration Settings in Salesforce’s documentation.
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In the Quick Find search field, search for routing and select Routing Configurations under the headings Feature Settings > Service > Omni-Channel.
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Click New or click Edit next to an existing routing configuration to modify it.
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Complete the following fields:
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Click Save.
Configure queues
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In the Quick Find search field at the top of the left-hand menu, search for queues and select Queues under the heading Users.
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Click New.
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Complete the following fields:
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Label
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Queue Name
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Queue Email
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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.
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In the Supported Objects section, from the Available Objects pick list, select the following objects:
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Case
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Chat Transcript
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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.
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Click Save.
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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.
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Click New to create a new skill, or click Edit next to an existing skill to modify it.
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
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In Salesforce, click the gear icon and select Service Setup.
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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.
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Click where it says New to create a new chat button.
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Complete the Basic Information and Routing Information sections. Use the Salesforce Chat Button Settings guide for help with each of the fields.
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Click Save to create your new chat button and provide you with the chat button code.
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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.
Link Ada and Salesforce
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Return to the tab that contains Ada and your fully populated Salesforce Live Chat Settings.
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Click Link Salesforce Account and in the presented authentication window, click Allow.
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Once complete, the window will close automatically, and all that remains is to click Finish.