Engage Digital | Installing and setting up in Salesforce

Salesforce admins can find, install, and set up the Engage Digital package via the Salesforce AppExchange. Once installed and set up, admins can then assign permissions to administrators and agents to the Engage Digital app, and perform other required configuration.
 
There are a variety of tasks required to set up Engage Digital in Salesforce, including:

Preparing the installation package

Before installing the package, you must first get the package installation URL from the packaging environment.
1. Log in to the Salesforce packaging environment as a system administrator.
2. Click the Setup gear icon in the upper right-hand corner of the screen.
3. Select Setup from the dropdown menu.
4. Enter the text ‘Package’ in the left-hand search bar.
5. Click the Package Manager link.
6. Select the package named Engage Digital.
7. Click on the most recent version number available.

Installing Engage Digital in Salesforce

Now that you know the installation URL, you must modify this URL to match your target organization. To modify the URL, you will replace the host login.salesforce.com with your Salesforce organization URL. For example, let’s take a look at this example URL: 
 
 
You would take the example URL and modify it to include your Salesforce organization URL:
 
1. Log in to your target Salesforce environment as a system administrator.
2. Open a new browser tab and paste the modified Installation URL in that tab.
3. In the new tab, navigate to the Engage Digital Salesforce installation page for your organization.
4. Select Install for Admins Only to install the Engage Digital app for Salesforce administrators.
5. Check the acknowledgment box to approve the installation.
6. Click Install.
7. When the installation is complete, click Done.

Setting up Engage Digital permissions in Salesforce

The package includes these permission sets to allow access to Engage Digital features:
  • Engage Digital – Administrator: Grants read, write, and delete access to all RingCentral Engage Digital Salesforce App features, and to the Setup tab.
  • Engage Digital – User: Grants read access to all RingCentral Engage Digital Salesforce App features, except the Setup tab.
Several permission sets can be assigned to a user, and permissions are cumulative. A permission set can only grant additional permissions to a user, and cannot be used to remove existing permissions.
1. Log in to the Salesforce packaging environment as a system administrator.
2. Click the Setup gear icon in the upper right-hand corner of the screen.
3. Select Setup from the dropdown menu.
4. Navigate to Users > Permission Sets via the left-hand panel.
5. Select Engage Digital – Administrator.
6. Click Manage Assignments.
7. Click Add assignments.
8. Check the boxes next to the users to whom you want to assign the permission set.
9. Click the Assign button.
10. Click Done.
Repeat the procedure with the Engage Digital – User permission set for users that don’t need admin rights.

Setting up page layouts for Engage Digital in Salesforce

Some pre-configured page layouts are provided as samples with the RingCentral Engage SFDC package. You can use these sample page layouts, or create your own page layouts. When you create new objects, those objects will use certain default page layouts. Here are the standard objects with a provided page layout:
  • Account: Embeds the Identity groups, Identities, and Interventions lists.
  • Contact: Embeds the Identity groups, Identities, and Interventions lists.
  • Case: Embeds the Interventions list and Thread lightning component.
  • User: Embeds the Engage Digital Agent ID and synchronization details.
To use the provided layouts:
1. Click the Setup gear icon in the upper right-hand corner of the screen.
2. Select Setup from the dropdown menu.
3. Navigate to Object Manager by selecting the tab from the top menu bar.
4. Select one of the above objects from the Label column.
5. Select Page layouts from the left configuration menu.
6. Click Page layout assignment.
7. Select Edit assignment.
8. Select the profiles you want the page layout assigned to.
9. Once selected, select the Page layout To Use.
10. Select the Save button.
If you're using Salesforce Lightning, you can assign a Lightning record page to your Lightning apps by following these steps:
1. Click the Setup gear icon in the upper right-hand corner of the screen.
2. Select Setup from the dropdown menu.
3. Navigate to Object Manager by selecting the tab from the top menu bar.
4. Select one of the above objects from the Label column.
5. Select Lightning Record Pages from the left configuration menu.
6. Click the Lightning Record Page you want to assign.
7. Select Edit.
8. Click the Activation button.
9. Select the App default tab.
10. Select the Lightning Apps to which you want to assign your Lightning record page.
11. Click Next and then Save to save your changes.
To assign your homepage to a profile in Salesforce Lightning, follow these steps:
1. Click the Setup gear icon in the upper right-hand corner of the screen.
2. Select Setup from the dropdown menu.
3. Navigate to User Interface in the left configuration menu.
4. Select Lightning App Builder.
5. Click Edit on the homepage you want to assign.
6. Click the Activation button.
7. Select Assign this Home page to specific profiles.
8. Choose the profile you want to assign to the homepage.
9. Click Next, then click Activate from the Paged Saved dialog.
10. Select Save to save your changes.

Customizing a page layout

If the default page layouts do not meet your needs, you may want to customize a page layout.
1. Click the Setup gear icon in the upper right-hand corner of the screen.
2. Select Setup from the dropdown menu.
3. Navigate to Object Manager via the top menu bar.
4. Select one of the objects from the Label column.
5. Select Page layouts from the left configuration menu.
6. Click on an existing page layout to edit, or click New.
7. Follow the instructions in the Salesforce documentation to customize the page layout.

Connect Salesforce to the Engage Digital instance

To allow Salesforce to communicate with your Engage Digital instance, you will specify the region where the application is hosted and authorize the application’s connector to communicate with Salesforce. Salesforce requires authorization to allow Engage Digital to access your basic information, access and manage your data, and perform requests on your behalf. 
 
To configure the region:
1. Access the Engage Digital app from the Salesforce App Launcher.
2. Select Setup from the top dropdown menu bar in the app.
3. Click Edit in the Engage Digital region section.
4. Select the Region where the Engage Digital instance is located.
5. Click Save.
To authorize the connector to communicate with Salesforce:
1. Access the Engage Digital app from the Salesforce App Launcher.
2. Select Setup from the top dropdown menu bar in the app.
3. In the Salesforce OAuth2 section, click Authorize.
4. When a new tab opens, click on Allow.
5. Select the Region where the Engage Digital instance is located.
6. Click Save.
The tab will close automatically, displaying a success message indicating that the connector is now configured.

Connect Salesforce to the Engage Digital REST API

The integration requires that you authorize your connector to communicate with the Engage Digital API. To do so, you will need to provide a domain ID which you can find at the beginning of your Engage Digital URL. For example, in the URL https://example.engage.ringcentral.com, example is the Domain ID. 
 
You’ll also provide an API Secret, which is the string associated with the API token that you created for your Engage Digital technical agent in Creating an API access token for the Engage Digital technical agent.
1. Access the Engage Digital app from the Salesforce App Launcher.
2. Select Setup from the top dropdown menu bar in the app.
3. Click Edit in the Engage Digital REST API section.
4. Provide the Domain ID from your Engage Digital URL.
5. Provide the API Secret from your API token.
6. Click Save.
Once saved, the connector can now communicate with the Engage Digital API.

Configuring an Engage Digital custom field

You may want to also create a new custom field named salesforce_id in Engage Digital, which allows the identity groups that you may create to be linked with Salesforce’s records. When you create this custom field in Salesforce, it is automatically created in Engage Digital.
1. Access the Engage Digital app from the Salesforce App Launcher.
2. Select Setup from the top dropdown menu bar in the app.
3. Click Create in the Engage Digital Custom fields section.
The status shows a green check mark when the custom field is successfully added.

Configuring Engage Digital webhooks

You can also register the connector to receive events from Engage Digital, which allows you to import the data from Engage Digital to your Salesforce organization. 
1. Access the Engage Digital app from the Salesforce App Launcher.
2. Select Setup from the top dropdown menu bar in the app.
3. Click Subscribe in the Engage Digital Webhooks section.
The status shows a green check mark when the subscription is successful.

Subscribed events

  • intervention.opened: Sent when a conversation is opened.
  • intervention.closed: Sent when a conversation is closed.
  • intervention.reopened: Sent when a conversation is reopened.
  • intervention.canceled: Sent when a conversation is canceled by an agent.
  • intervention.assigned: Sent when a conversation is assigned to an agent.
  • intervention.deferred: Sent when a conversation is deferred by an agent.
  • intervention.custom_fields_updated: Sent when a custom field in a conversation is updated.
  • intervention.user_updated: Sent when a customer record in a conversation is updated.
  • intervention.recategorized: Sent when a conversation is given a new category.
  • survey_response.imported: Sent when a conversation closure survey response is received.

Setting a default configuration for record searches in Salesforce

To integrate better with Salesforce, you can configure a default query request which will be used to search for records in Salesforce. This request will translate to real data once in the Salesforce tab in the Engage Digital customer record.
 
When configuring the query, you can use any of the fields available in the customer record.
1. Click the Setup gear icon in the upper right-hand corner of the screen.
2. Select Setup from the dropdown menu.
3. In the Connector pages: Configuration section, edit the default query.
In the Engage Digital customer record, click the cloud icon to access Salesforce results.
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