Engage Digital | Connecting to Salesforce

To allow Engage Digital to connect to Salesforce and to provide access to the data from Engage Digital channels, you must create a special type of administrator within Engage Digital known as a technical agent. This administrator has permissions on all Engage Digital channels. 

Allowing iframe integration

To allow the embedded version of the Engage Digital interface to be used in the Salesforce app, you need to enable iframe integration in the former.
1. Connect to Engage Digital with an admin account.
2. Select Admin from the main menu.
3. Navigate to Settings > Security from the left-hand navigation bar.
4. Uncheck the Deny iframe integration box.
5. Click Save.

Creating an Engage Digital technical agent

You must create an agent that has permissions on all Engage Digital channels so that the agent’s API token and webhooks dispatch work properly when connecting to Engage Digital through the app.
1. Connect to Engage Digital with an admin account.
2. Select Admin from the main menu.
3. Navigate to Users > Agents from the left nav bar.
4. Click New agent in the upper right corner.
5. Enter the agent’s first and last name.
6. Enter a valid email address you can access.
7. Set the Role to Administrator.
8. Click Save.
An invitation will be sent to the email address you entered. Click the link sent in the invitation to activate the agent account and set a password.

Granting permissions to the Engage Digital technical agent

To complete the agent configuration, you’ll need to grant the technical agent permissions on all channels.
1. Select Admin from the main menu.
2. Navigate to Users > Agents from the left nav bar.
3. Hover over an agent and click the Edit permissions padlock icon that appears at far right.
4. For each channel, grant all permissions except under the Approval required column. You can check all permissions for all channels by clicking on the column name.
5. Click Save.
To learn about permissions in Engage Digital, read Managing agent permissions.

Creating an API access token for the Engage Digital technical agent

An API access token allows the Salesforce app to communicate with the Engage Digital API.
1. Select Admin from the main menu.
2. Navigate to Dev tools > API access tokens from the left nav bar.
3. Click the Add button at top right.
4. Enter a description such as ‘Salesforce connector API access token.’
5. Select the Engage Digital technical agent you created.
6. Click Save.
7. In the API access tokens page, copy the string next to the token’s name.
Creating an API access token
You will supply this copied string when configuring access to the Engage Digital REST API. See Installing and setting up in Salesforce.

Configuring multi-region support in your Salesforce connector

A Salesforce connector application must be developed using the App SDK available with Engage Digital. If required by the needs of your contact center, your SFDC App SDK application can support multiple regions. These regions are specified by configuring one or more callback URLs for OAuth authentication. Your RingCentral Engage contact can help you configure multi-region support within your Engage Digital account.
1. Select Admin from the main menu.
2. Navigate to Dev Tools > Developed applications (SDK) from the left nav bar.
3. Click Edit to view the configuration for the SFDC connector app.
4. View or edit the Callback URLs for your regions.
5. Add new Callback URLs as needed.

Installing the Salesforce connector

To see Salesforce case information for a customer in the customer’s profile, you will need to install a Salesforce connector application that was created using the App SDK. Your RingCentral Engage contact can make this application available for you to install within your Engage Digital account.
1. Select Admin from the main menu.
2. Navigate to Applications > Installed apps from the left nav bar.
3. Click Install at top right.
4. Locate the Salesforce connector application and click Install.
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