Salesforce

What are Zowie capabilities to integrate with Salesforce?

Please get familiar with the different use cases Zowie can offer you with our Salesforce integrations:

How to integrate Zowie with Salesforce REST API?

Zowie uses Salesforce OAuth via Connected Apps to ensure we offer a secure connection between the systems. To connect our Survey or REST Automation we would need the following parameters:

• domain - your Salesforce subdomain
• email - an email of a user you created for Zowie integration
• password - a password of a user you created for Zowie integration
• security token - a value for Security Token that is provided by Salesforce for a created user
• client id - the client ID of OAuth Connected App you created for Zowie
• client secret - the client Secret of OAuth Connected App you created for Zowie

Please follow the steps to create a new Connected App to collect the above parameters:

1. Create a connected app at Salesforce for Zowie.
   1. Provide https://app.getzowie.com/oauth/salesforce for a callback url field.
   2. Please select Enable OAuth Settings.
   3. Please select Enable Client Credentials Flow.
   4. Click Manage Consumer Details on the success page to get your client id and client secret
2. Create a user and specify a role at Salesforce for Zowie, you will get an email and a password
3. Reset a security token for a created user, you will receive it via email. Please use a concatenation of password and security token (without any space) for Zowie configuration.
4. Use the collected parameters to configure Survey module or REST Automation module.

How to integrate Zowie with Salesforce Chat API?

To support live chat handover Zowie is integrated with Salesforce Chat API. This API is a public API so it doesn't require any authentication. To connect our Handover we would need the following parameters:

• chat domain - the domain of Salesforce chat deployment
• organizationId - the ID of your Salesforce organization
• deploymentId - the ID of your Salesforce chat deployment
• buttonId - the ID of your Salesforce chat button to route Zowie to right queue

Please follow the steps to create a new Chat Deployment to collect the above parameters:

1. Create a deployment at Salesforce for Zowie
2. You will receive the following JS code:

<script type='text/javascript' src='https://c.la5-c2-ia4.salesforceliveagent.com/content/g/js/60.0/deployment.js'></script>
<script type='text/javascript'>
   liveagent.init('https://d.la5-c2-ia4.salesforceliveagent.com/chat', '5728c000000QOlL', '00D8c000005uScR');
</script>

3. Please extract the following information from this code:
   1. d.la5-c2-ia4.salesforceliveagent.com (1st parameter in liveagent.init function) would be your chat domain
   2. 5728c000000QOlL (2nd parameter in .init function) would be your deploymentId
   3. 00D8c000005uScR (3rd parameter in .init function) would be your organizationId
4. Create a chat button at Salesforce for Zowie.
5. You will receive the following JS code:

<a id="liveagent_button_online_5738c000000QQPR" href="javascript://Chat" style="display: none;" onclick="liveagent.startChat('5738c000000QQPR')">
   <!-- Online Chat Content -->
</a>
<div id="liveagent_button_offline_5738c000000QQPR" style="display: none;">
   <!-- Offline Chat Content -->
</div>
<script type="text/javascript">
   if (!window._laq) { window._laq = []; }
   window._laq.push(function(){liveagent.showWhenOnline('5738c000000QQPR', document.getElementById('liveagent_button_online_5738c000000QQPR'));
   liveagent.showWhenOffline('5738c000000QQPR', document.getElementById('liveagent_button_offline_5738c000000QQPR'));
   });
</script>

6. Please extract the following information from the received code:
   1. 5738c000000QQPR would be your buttonId
7. Use the collected information to configure live chat handover from Zowie to Salesforce Service Cloud.

How to integrate Zowie with Salesforce B2C Commerce?

1. Please use the following tutorial from Salesforce to configure access for Zowie.
2. Please configure the following scope access:
   1. sfcc.orders
   2. sfcc.promotions
   3. sfcc.catalogs
   4. sfcc.products
   5. sfcc_inventory_availability
   6. sfcc.shopper-categories
   7. sfcc.shopper-productlists
   8. sfcc.shopper-products
   9. sfcc.shopper-baskets-orders
   10. sfcc.shopper-stores
3. Please share with us following information from above configuration:
   1. API Client ID- you can find in the table of API clients that appears after saving
   2. Password - you will provide it at step 5.
4. We will also need Short Code, Tenant ID, Organization ID. Please use the tutorial from Salesforce how to access above parameters.

How to integrate Zowie with Salesforce Knowledge Base?

This integration allows import of Salesforce Knowledge Base.

Use cases

• Zowie can expose articles in X2 Knowledge

Prerequisites

Customers must meet the following requirements in order to set up this integration:

• Salesforce is used

Configuration

1. Please prepare API configuration using steps described at How to integrate Zowie with Salesforce REST API.
2. Provide required configuration in Workspace -> Integrations -> Salesforce:

3. You may need to provide security token depending on your Salesforce configuration.
4. Once you enable Knowledge Base from Articles, Zowie will pull articles from your Salesforce Knowledbase.
5. Zowie supports SOQL that allows you to add query, that will be automatically added to API call after WHERE clause. You can learn more about this in the Salesforce documentation. The example value for query: can be: PublishStatus IN ('online').

How to integrate Zowie with Salesforce Messaging?

This integration allows to pass chats from Zowie Chat to Salesforce Messaging using Messaging for In-App and Web API.

Prerequires

1. Make sure Messaging is enabled in Salesforce Service Cloud. Use Quick Find to search for Messaging Settings, and confirm that the checkbox is turned on.

2. Make sure you have at least one queue available with Messaging Sessions configured for the supported objects.

Creating a channel

1. In Messaging Settings, click New Channel.
2. Select the Messaging for In-App and Web option.
3. Provide the following configuration details:
   1. Channel Name: Zowie Chat
   2. Developer Name: Zowie_Chat
   3. Deployment Type: Mobile
4. For Channel Routing, we recommend selecting Omni-Queue for the routing type. If you’d like to use flows, you can preconfigure a flow and select it instead.
5. Accept the terms and conditions, then create your channel.

Creating Embedded Service Deployment

1. Use Quick Find to search for Embedded Service Deployment Settings.
2. A service deployment is automatically created for the new channel. Do not use this one, as it has the wrong type and will only work for the mobile SDK.
3. Click New Deployment, then select Messaging for In-App and Web.
4. Select Custom Client and provide the following configuration:
   1. Embedded Service Deployment Name: Zowie Chat Custom
   2. API Name: Zowie_Chat_Custom
   3. Messaging Channel: Select the channel you created (e.g., Zowie Chat)
5. Click Save to create the new deployment.
6. From the list, select the newly created service named Zowie Chat Custom.
7. In the Code Snippet section, click Install Code Snippet.
8. Copy the snippet to your clipboard and share it with your Zowie Technical Account Manager to finalize the setup on Zowie’s side.

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For more advanced configuration with Omni-Flows and mapping attributes passed from Zowie to Salesforce Messaging please refer to this tutorial.