Salesforce integration setup guide

Integrate Agent Assist UI modules with Salesforce to provide real-time suggestions for your human agents during customer service chat and voice conversations. The Salesforce UI module configuration creates trusted URLs so that Agent Assist can communicate with Salesforce. The configuration also creates an external client application to authenticate and authorize requests from Salesforce to the UI connector. This configuration is required for both Salesforce chat and voice integrations. Follow these steps to integrate Agent Assist UI modules with Salesforce.

Step 1: Enable resource sharing

Follow these steps in Salesforce to enable cross-origin resource sharing for authorization.

1. Navigate to the menu bar and click Setup> CORS.
2. Enable CORS for OAuth endpoints.
3. Click Save.

Step 2: Add domain to remote site settings

Follow these steps in Salesforce to add your domain to the remote site settings:

1. On the menu bar, click Setup> Remote Site Settings> New Remote Site.
2. Enter your Salesforce domain.
3. Click Save.

Step 3: Create trusted URLs

Follow these steps in Salesforce to create a trusted URL:

1. Enter a search for Agent Assist Settingsin the Salesforce app launcher.
2. Click the link to go to the configuration dashboard.
3. Navigate to the Get Startedtab, and enter your trusted URLs.
4. Click Save.

Step 4: Create an external client application

Follow these steps in Salesforce to create an external client application:

1. Click Create External Client App.
2. After the process is completed, click Opento navigate to the external client app's page.
3. Click Settings> Edit.
4. Expand the OAuth Settingssection.
5. Select Enable OAuth.
6. Navigate to App Settings, and enter the following callback URL:
   • https://login.salesforce.com/services/oauth2/callback
7. Add the following to OAuth scopes:
   • Access the identity URL service
8. Navigate to Flow Enablement, and select Enable Client Credentials Flow.
9. Click Save> Policies.
10. Expand the OAuth Policiessection, and select Enable Client Credentials Flow.
11. Enter your username for Run As.
12. Click Save> Settings, and navigate to OAuth Settings.
13. Click Consumer Key and Consumer Secret. You should receive an email with a code to unlock these values.
14. Copy the key and secret for later use.

Step 5: Configure Agent Assist settings in Salesforce

With Agent Assist settings in Salesforce you can set up open authorization (OAuth) credentials, create a skillset, and manage user permissions.

Follow these steps to access Agent Assist Settingsin Salesforce:

1. Click apps App Launcher.
2. In the search field, enter Agent Assist Settings, and click the result.

From the Agent Assist Settings page, you can track and update each step of your configuration. All the following instructions begin on the Agent Assist Settings page in Salesforce.

OAuth credentials

UI modules require OAuth credentials to authenticate Salesforce to communicate with the Agent Assist UI connector.

Follow these steps to create your OAuth credentials:

1. Click Setup> Quick findand enter external client app.
2. Click External Client App Manager> Agent Assist Settings OAuth App> Settings> OAuth Settings> Consumer Key and Secret, and copy those details.
3. Navigate to GCP OAuth Settingsand click OAuth Credentials> New.
4. Enter your OAuth credential's name, key, and secret.
5. Click Save.

You should see your new credential in the list. Click arrow_drop_down_circle to edit or delete your credential.

Skillsets

Skillsets serve as the configuration hub for your Agent Assist conversation profile, UI connector endpoint, and UI module settings. When a customer service conversation begins, the UI module on the record page utilizes a skillset to provide the correct tools for your agent. A skillset also connects agents to a specific conversation profile. By creating diverse skills, you can tailor conversations to agents that match specific roles, such as sales, general technical support, or specialized product tiers.

Create a skillset

Follow these steps to create a skillset:

1. Click Skillsets> New.
2. Enter a Skillset Nameand a UI connector endpoint.
3. Select your features and click arrow_right .
4. Enter the Conversation Profile pathand Conversation ID prefix.
5. Select an OAuth Credentialand enter the Container Height. The default container height is 710 px.
6. Click Save.

You should see your new skillset with a custom permission in the list.

Default skillsets

When you set a skillset as default, it's used in all instances of the UI module for every agent, unless you assign the skillset to a permission set. You can only have one default skillset at a time.

Follow these steps to set your skillset as the default:

1. Click Skillsets.
2. Navigate to your skillset's name in the list.
3. Click Set as Default.

This activates your skill for all agents. If you've assigned your skillset's custom permission to a permission set, custom permissions take precedence over default skillsets. This means the default skillset is a fallback for agents who are not assigned to a permission set.

Skillset-based routing

To complement skill-based routing, Agent Assist for Salesforce offers a permission-driven approach to ensure the correct skillset is ready when your agent accepts a conversation.

When you create a skillset, Salesforce automatically generates a corresponding custom permission. You can assign the custom permission to a permission set. You can assign a permission set to an agent. When an agent visits a record page containing the UI module, Salesforce uses the skillset that corresponds to that agent's permission set.

The skillset table displays a skillset's custom permission.

For example, suppose you have sales and support agent conversation profiles in Agent Assist. Follow these steps to ensure the UI module accesses the relevant conversation skills:

1. In Agent Assist for Salesforce, create two skillsets, one for each conversation profile.
2. Assign the skillsets to permission sets associated with two corresponding agents.

When the UI module loads during a conversation, it checks which skillset is associated with the agent and loads the corresponding skill.

Priority

When an agent is assigned multiple skillsets, you can choose the priority for each one. Priority dictates which skillset should take precedence over another, and whether an agent should be assigned multiple custom permissions associated with different skillsets.

A lower priority number gives a skillset higher precedence. For example, a skillset with a priority of 1 takes precedence over a skillset with a priority of 2.

Follow these steps to set your skillset's priority:

1. Click Skillsets.
2. Navigate to a skillset in the list and click > Settings.
3. Enter a number for the Priority.
4. Click Save.

Repeat these steps for each skillset assigned to the agent.

User management

With user management, you can assign read and write permissions for Agent Assist custom Salesforce objects to administrators and read permissions to agents.

Follow these steps to assign a permission to someone with limited permissions:

1. Click User Management.
2. Choose either the Adminsor the Agentstab.
3. Select the person's name and click arrow_right .
4. Click Save.

Record pages

In Salesforce, a record page is the specific layout you see when you open an individual record, such as a specific contact, account, or voice call. Customer service conversations use either a voice call record page or a messaging session record page. For example, when an agent accepts a chat message or a voice call, Salesforce automatically opens a record page and provides details about the conversation.

Step 1: Create a record page

Choose one of the following options to create a record page:

• New voice call record page
• New messaging session record page

• Update an existing record page

Step 2: Add an Agent Assist UI module

Add the Google Agent Assist UI module component to a record page to display a console for call transcripts, agent actions, and suggestions. Set your record page's template to Header and Two Equal Regions. This allows the Agent Assist UI module to adequately display transcripts and suggestions.

Follow these steps to add an Agent Assist UI module to your record page:

1. In the Salesforce Lightning app builder, navigate to Components (Managed).
2. Move Google Agent Assist UI Module onto the page.
3. Click Save.

Change record page templates

Default templates use three columns. The Agent Assist UI module requires additional width to display on a standard monitor. Follow these steps to update your record page's template:

1. Follow the Salesforce instructions to open the template in the Lightning App Builder.
2. Click Change> Header and Two Equal Regions> Save.