Salesforce Integration with x-bees – Admin Guide

Introduction

Salesforce integration enables automatic logging of calls, conferences and conversations that take place on the Wildix system between users and Salesforce leads. From x-bees, users can create new Salesforce leads, find existing leads, view all the previous interactions with them, create tasks, log activities and start a new conversation or schedule a call with them. 
Also, Salesforce integration with x-bees allows to manage Salesforce Opportunities, track stages, view and edit summary, view and edit notes and tasks. 

Requirements

• x-bees-Standard subscription or higher

• Admin access to Salesforce Classic or Lightning account

• Salesforce subscription with API access. API access is included in the following Salesforce editions:

  • Enterprise Edition

  • Unlimited Edition

  • Developer Edition

  • Performance Edition

API access is not included in the following versions:

• Professional Edition: API access can be purchased from Salesforce

• Essential Edition

Information: https://help.salesforce.com/s/articleView?id=000326486&type=1.

Installation

Installation consists of 3 steps:

1. Install Salesforce Auto Logging integration: it ensures automatic logging of calls and conferences that take place in x-bees between users and Salesforce leads; also, the integration ensures contact lookup for calls

2. Install Salesforce integration: this allows to view Salesforce lead data on the Info frame in x-bees, see Salesforce contacts in Live Search and Dialpad search, create tasks and new Salesforce leads, and manage Salesforce Opportunities via x-bees

3. Update Salesforce Settings: for correct work of Salesforce integration with x-bees

Step 1. Install Salesforce Auto Logging integration

1. Go to WMS Settings -> PBX -> Integrations -> Cloud integrations

2. Navigate to the Connectors section and click Salesforce Auto Logging:

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2. Select an environment (live/ sandbox) and click Install:
   
   

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3. Log in to your account. Salesforce Auto Logging integration gets activated and you can configure its settings:

Activity

With the View Traces feature, you can closely monitor Salesforce activity, including errors, tool usage, message flow, and detailed pipeline execution.

To access View Traces, follow the steps below:

1. Go to WMS -> PBX -> Integrations -> Cloud integrations

2. Select Salesforce Auto Logging

3. In the Activity section, click the View Traces button.

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4. The Salesforce Traces page will open, displaying a list of all activity. Each trace entry includes the following columns: Activity ID, Activity Type, Status, Duration, and Date.

5. You can also filter traces by status: All, Complete, Complete with errors, Error.

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To view detailed information about a specific trace follow these steps:

1. Click on any trace entry in the list

2. In the opened Details panel, you will see full technical details, including:

   • Status

   • Duration

   • Activity ID

   • Trace ID

Call Logging

There are three available Logging Modes. To activate one, go to WMS -> PBX -> Integrations -> Salesforce Auto Logging and select one of the following modes in Call Logging section:

• Smart logging: updates a related task, created by the user during a conversation, or creates a new one if no existing conversation is found

• Request manual matching: users will be requested to manually select related entities within 10 minutes, or create a new one

• Require manual matching: users will be requested to manually select related entities within 10 minutes. If they do not select and confirm the creation task, any logging will be performed

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In the Call Logging section, you can choose if you wish to save call as Task or Insight Boost, or both: 

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In the call logging configurations, you can select which calls have to be logged:

• Salesforce User - Salesforce Customer: logs calls between a Salesforce user and a Contact/ Lead/ Account

• Salesforce User - Unknown Person: logs calls between a Salesforce user and a contact not found in Salesforce 

• Salesforce User - Salesforce User: logs calls between two Salesforce users

When choosing Salesforce User - Salesforce User option, you have possibility to exclude Salesforce users that do not have Customer records:

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• Salesforce Customer - Salesforce Customer: logs calls between two Salesforce customers (Contacts, Leads, Accounts)

• Salesforce Customer - Unknown Person: logs calls between a Salesforce customer and a contact not found in Salesforce

• Unknown Person - Unknown Person: logs calls between two people not found in Salesforce 

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You can select multiple options. 

In the Voicebot task assignment section you can choose which Salesforce user Voice bot calls should be assigned to. You can leave the default option – in this case, calls will be logged and assigned to user who enabled the integration. The manual option allows to indicate the Salesforce user ID, for whom the tasks should be assigned.

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The Task subject format section allows to select how the task title should be displayed. By default the task subject caller and callee. You can leave the default option or choose to set title manually:

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Available variables for manual option in case of call logging are: ${caller}, ${callee}. At least one of the available variables should be included in the task title.

Conference Logging

For conference logging, you can choose:

• how to log a conference: as Task or Insight Boost

• the format of task subject: default (the name of the conference) or manual option 

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Available variable for custom task title in case of conference logging is: ${subject}

Chat Logging

For chat logging, you can choose:

• Save chat as: Task or Insight Boost

• Chatbot task assignment: default or manual. In case you choose the option Manual, you can add Salesforce user ID for Chatbot assignments to track chatbot interactions in Salesforce.

• ChatBot session task creation: choose if you wish to log internal users sessions, customer sessions and/ or unknown sessions with bots

• Task subject format: default (title of the conversation) or manual option. Available variable for custom task title in case of chat logging is: ${subject} 

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Once you configure the settings, click Save settings to apply them: 

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Disable Logging

To disable call, conference, or chat logging, just turn off the toggle in front of the necessary section:

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Step 2. Install Salesforce integration

1. Go to WMS Settings -> PBX -> Integrations -> Cloud integrations

2. In the Apps section, click Salesforce:

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3. Click Create integration:

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Note: If required, you can edit the Salesforce integration (e.g. make available only to some users, block access to certain users, etc.). For more information about the settings and how to manage them, check out the guide How to set up Client integrations.

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4. The integration gets installed:

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Step 3. Update Salesforce settings

In Salesforce, you need to proceed with the following steps:

1. Configure CORS settings

2. Configure Profile permissions 

3. Authorize the Salesforce Admin to activate integration in x-bees and perform Author changes

4. Install x-bees app in Salesforce settings

CORS settings

• Go to Salesforce Setup (the Gear icon in the upper right-hand part of the screen)

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• From Setup left panel, under SETTINGS, go to Security -> CORS

• Click New, then add the following domain:

  • https://integrations.x-bees.com

• In case you've requested development of some custom items that are available on demand, you also need to add the following domains one by one:

  • https://stage.integrations.x-bees.com

  • https://local.integrations.x-bees.com

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For more details and instructions, check Salesforce documentation.

• It is also required to enable CORS for the supported OAuth endpoints in CORS -> Cross-Origin Resource Sharing (CORS) Policy Settings. For more details, check this link

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Configure Profile permissions

Also, you need to make the following changes in Salesforce settings for the integration to work:

• From Setup left panel, under ADMINISTRATION, go to Users -> User Management Settings

• Enable Enhanced Profile User Interface

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• Proceed to Users -> Profiles

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• Select the profile you need and click on it

• Proceed to Object Settings

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• In Object Settings list, find the following objects:

  1. Leads

  2. Contacts

  3. Accounts

• Click on the above mentioned objects one by one -> on the Object page and provide the following permissions 

  1. Leads: Name, Email, Phone, OwnerId, MobilePhone, Company

  2. Contacts: Name, Email, Phone, OwnerId, MobilePhone

  3. Account: Name, Phone, OwnerId

To provide the necessary permissions, click Edit and in the Field Permissions list make sure the relevant checkboxes (both Read Access and Edit Access) are ticked off:

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• Save the settings

Authorize the SF Admin to activate integration and perform Author changes

Below you can find the instruction on how to authorize the SF admin to activate Salesforce integration with x-bees and perform Author changes. Follow this instruction to make sure that logging activities can be performed and leads are created with the correct Author in SF.

• From Setup left panel, under ADMINISTRATION, go to Users -> Users

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• Navigate to Permission Sets:

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• Click New to create a new permission set:

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• Enter permission set name, e.g. Wildix Permissions and click Save:

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• The newly created Permisson Set opens. Scroll down to System section and click on System Permissions:

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• Click Edit

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• Scroll down to the following options and enable the permissions

1. Approve Uninstalled Connected Apps (Approve access to connected apps that aren’t installed in this org.)

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2. Set Audit Fields upon Record Creation (Set audit fields, such as Created By and Last Modified By, when you create a record (API only))

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• Scroll up and click Save. Permission Changes Configuration window opens. Click Save again

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• Click Manage Assignements to assign the user who will activate the integration:

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• Click Add Assignement:

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• Select user who will get access to activating the app and click Next. This user will have to activate Salesforce integration in x-bees (see the document Salesforce Integration with x-bees - User GuidePreview). After this, the x-bees app appears in Connected Apps in Salesforce and needs to be installed (see Step 4 of this guide):

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• Click Assign:

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Step 4. Install x-bees app in Salesforce settings

1. Go to Setup (the Gear icon in the upper right-hand part of the screen)

2. From Setup left panel, under PLATFORM TOOLS, go to Apps -> Connected Apps → Connected Apps OAuth Usage

3. In the list of apps, find Xbees Frontend Integration and click Install

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4. Confirm the action by clicking Install

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5. The app get installed

6. After the installation, go to Apps -> Connected Apps → Manage Connected Apps

7. Click Edit next to Xbees Frontend Integration

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8. Under OAuth Policies, click Permitted Users dropdown menu and select one of the following options:

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• All users may self-authorize (default, recommended): No restrictions, allows all users to authorize x-bees after successfully signing in. Users must approve the app the first time they access it

• Admin approved users are pre-authorized: Restricted access, allows only users with the associated profile or permission set to access x-bees without first authorizing it. After selecting this option, manage profiles for x-bees by editing each profile's Connected App Access list. Or manage permission sets for x-bees by editing each permission set's Assigned Connected App list

You can check more details in https://help.salesforce.com/s/articleView?id=005132365&type=1.

Once the integrations are installed, from x-bees, it is possible to create new SF leads and manually log activities to SF:

• The user who performs an action on a Salesforce record from x-bees is assigned as the author of this activity in Salesforce

• If the user who performs an action is not present in Salesforce, then the activity is automatically assigned to the account's Admin

Enable Opportunity tab (optional)

For an Opportunity tab to appear in Salesforce integration within x-bees Info frame, follow the steps below:

1. Go to Salesforce Settings -> Object Manager

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2. Navigate to Opportunity: 

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3. Navigate to Fields & Relationships:

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4. Click New to add new custom field:

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5. Choose the option Text and click Next at the bottom of the page:

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6. Enter the new field details:

   • Field Label: conversationId

   • Length: 255

   • Field Name: conversationId

   • Enable the checkbox “Do not allow duplicate values”

   • In front of External ID field enable the checkbox “Set this field as unique record identifier from an external system”

   • Click Next

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7. Choose which profiles the field should be visible to:

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8. On the next screen, remove the Add field checkbox for all items and click Save:

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Enable Cases tab (optional)

For Cases tab to appear in Salesforce integration within x-bees Info frame, follow the steps below:

1. Go to Salesforce Settings -> Object Manager

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2. Navigate to Case: 

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3. Navigate to Fields & Relationships:

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4. Click New to add new custom field:

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5. Choose the option Text and click Next at the bottom of the page:

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6. Enter the new field details:

   • Field Label: conversationId

   • Length: 255

   • Field Name: conversationId

   • Enable the checkbox “Do not allow duplicate values”

   • In front of External ID field enable the checkbox “Set this field as unique record identifier from an external system”

   • Click Next

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7. Choose which profiles the field should be visible to:

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8. On the next screen, remove the Add field checkbox for all items and click Save:

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