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Overview

This section covers the following topics:

• How to create the Queues required to transfer the conversations to your Salesforce organization if you are using team-based routing in Alcméon.
• How to configure the connector if you plan to work with Case objects.
• (Optionally) How to integrate with Salesforce Omni-Channel to route conversations to Customer Support Agents.
• How to configure the Contact (or Person Account if enabled) layout to display the related conversations.
• (Optionally) How to setup Engagement.

To ease your navigation, we mentioned for each step the compatible Customer Support Agents workflow(s) (as defined in the Working with your Salesforce organization page) with the 💬 icon.

⚠️ Required Refresh Token Policy Setting

When configuring the Connected App in Salesforce for the Alcméon integration, make sure the “Refresh Token Policy” is set to:

Refresh token is valid until revoked

This is the only supported setting compatible with our authentication and token renewal system. Other settings are not supported and may cause the integration to stop working due to token renewal failures.

👤 Compatible role

Salesforce administrator

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Estimated reading time: 15 minutes

Queues

Compatible workflows 💬

All workflows using team-based routing in Alcméon to transfer conversations to your Salesforce organization.

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Usage

Queues can be mapped to Alcméon teams to transfer social media conversations between your Alcméon environment and your Salesforce organization.

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Assumption

In the following, we will assume that Customer Support Agents are working on Case objects in Salesforce. Therefore, we will use Case as the object to transfer. If you are working directly with alcmeon__Conversation__c objects, you can replace Case by alcmeon__Conversation__c.

Add a routing configuration

• In the Quick Find menu, search for Routing Configurations and open the page.
• Click on New.
• Fill the form with the following values:
  • Routing Configuration Name: Alcmeon routing
  • Developer Name: Alcmeon_routing
  • Routing Priority: 1
  • Routing Model: Least Active
  • Units of Capacity: 1
• Click on Save.

Create Queues

You need to create the queue to transfer conversations from Alcméon to Salesforce:

• In the "Quick Find" field, search for Queues and open the page.
• Click on New.
• Fill the form with the following values:
  • Label: Alcmeon queue
  • Queue Name: Alcmeon_queue
  • Routing Configuration: click on the search icon and select Alcmeon_routing
  • In the Supported Objects section, transfer Case from Available Objects to Selected Objects
  • In the Queue Members section, transfer the all the available members to Selected Members
• Click on Save.

If you need to transfer conversations from Salesforce to Alcméon (that may be the case if you are implementing a Customer Support Agent workflow of type agents-reply-from-alcmeon-and-salesforce), you'll need to create another Queue:

• Click on New again.
• Fill the form with the following values:
  • Label: Transfer to Alcmeon
  • Queue Name: Transfer_to_Alcmeon
  • In the Supported Objects section, transfer Case from Available Objects to Selected Objects
• Click on Save.

Working with Cases

Compatible workflows 💬

All workflows if you are usingCase objects on top of alcmeon__Conversation__c custom objects.

Create Apex triggers

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Usage

Working with Case objects implies to create a Case for each alcmeon__Conversation__c transferred to your Salesforce organization. Apex triggers will be used to keep the alcmeon__Conversation__c and Case objects synchronized throughout the conversation life cycle.

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Disclaimer

Demo Apex triggers are available in our Salesforce demo public repository. There are provided as examples and we will not provide technical support on it. You are responsible to implement it according to your business requirements.

First, let’s implement a trigger in charge of creating a Case when an alcmeon__Conversation__c object is created. It should also link them together by setting the alcmeon__Case__c field of the alcmeon__Conversation__c to the Id of the new Case. This is particularly important if you are using our Alcméon Conversation widget. When the Contact (or Person Account) associated to the conversation or its owner changes, the Caseshould also be updated for instance.

• Click the Settings icon on top right corner, and then click on Developer Console.
• Click on File > New > Apex Trigger.
• Set SyncCaseWithAlcmeonConversation for the name and alcmeon__Conversation__c for sObject.
• Replace the code with content of the SyncCaseWithAlcmeonConversation demo trigger.
• Save the file.

Now, let’s implement another trigger in charge of updating the alcmeon__Conversation__c object whenever the user manually update a Case to change its Contact (or Person Account) or assign it to the Queue mapped to the transfer to Alcméon team.

• Still in the Developer Console, click on File > New > Apex Trigger.
• Set SyncAlcmeonConversationWithCase for the name and Case for sObject.
• Replace the code with content of the SyncAlcmeonConversationWithCase demo trigger.
• Modify the trigger logic to fit your business requirements.
• Save the file.

Enable the Closed status

You may want to enable the Closed status of Case objects in order to simulate a realistic Customer Support Agent scenario:

• In the Quick Find section, search for Support Settings and open the page.
• Click on Edit.
• Select the default user for the first two fields.
• Enable Show Closed Statuses in Case Status Field checkbox.
• Click on Save.

Notify agents of new messages

Our demo package contains an example of Aura component to notify Customer Support Agents when a new message is received for a conversation of a Case other than the opened one:

If you want to give it a try, please check the instructions.

Integrate with Omni-Channel routing

Compatible workflows 💬

all-agents-reply-from-salesforce , agents-reply-from-alcmeon-and-salesforce using team-based routing in Alcméon to transfer conversations to your Salesforce organization.

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Usage

The Alcméon for Salesforce connector is compatible with Salesforce Omni-Channel routing. You can therefore configure it to route the conversations to your Customer Support Agents when available.

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Disclaimer

The Alcméon for Salesforce package creates only alcmeon__Conversation__c custom objects, which are compatible with the default queue based routing of the Salesforce Omni-Channel, as well as with any external routing model. It is the responsibility of the external routing engine to detect the creation of alcmeon__Conversation__c objects and decide what policy to apply to them.

Enable the Omni-Channel feature

• Click on the Setup icon on top right corner, and then click on Setup.
• In the Quick Find menu, search for Omni-Channel Setting and open the page.
• Click on the Enable Omni-Channel and save.

Create a service channel for Case routing

• In the Quick Find section, search for Service Channels and open the page.
• Click on New.
• Fill the form with the following values:
  • Service Channel Name: Alcmeon Case channel
  • Developer Name: Alcmeon_Case_channel
  • Salesforce Object: Case
• Click on Save.

Create a presence status for the Omni-channel window

• In the Quick Find section, search for Presence Statuses and open the page.
• Click on New.
• Fill the form with the following values:
  • Status Name: Available - Case
  • Developer Name: Available_Case
  • Status Options: Online
  • In Service Channels section, transfer Alcmeon Case channel from Available Channels to Selected Channels.
• Click on Save.

Make this new presence status available to your target user profile::

• In the Quick Find section, search for Profiles and open the page.
• Click on your target user profile.
• Click on Service Presence Statuses Access.
• Click on Edit.
• Transfer Available - Case from Available to the Enabled Service Presence Statuses section.
• Click on Save.

Configure your user

Make sure your target user is a Service Cloud User so that he can use Omni-channel in the Service Console:

• In the Quick Find section, search for Users and open the page.
• Click on the target user.
• Click on Edit.
• Enable Service Cloud User checkbox.
• Click on Save.

Display the related conversations of a Contact

Compatible workflows 💬

all-agents-reply-from-salesforce, agents-reply-from-alcmeon-and-salesforce

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Usage

If you plan to work without Case objects, you may want to display the list of related conversations (i.e. the alcmeon__Conversation__c objects) attached to a Contact (or Person Account if enabled) to ease the navigation for your agents. NB: if the Person Account mode is enabled in your organization, you have to modify the Person Account layout instead of the Contact one.

From a Contact (or Person Account) page, click on the parameters icon on the top right:

Then click on Edit Object and go to the Page Layouts section:

Choose the layout you want to change, then go to the the Related lists section. You just have to drag-and-drop the Alcmeon Conversations element to the Related Lists:

NB: if the Person Account mode is enabled in your organization, you will see two Alcmeon Conversations elements in the list. In this case, you will have to select the second one.

Click on properties icon to choose which fields of the custom object you want to be displayed as column in this layout. For instance:

Click on OK then Save.

Configure Alcmeon Conversation widget

Compatible workflows 💬

all-agents-reply-from-salesforce , agents-reply-from-alcmeon-and-salesforce

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Usage

The Alcméon for Salesforce package provides a Lightning component that can be used to display and answer conversations stored as alcmeon__Conversation__c. It can be used directly from the packaged Lightning Alcméon Conversation Record Page or next to a Case or even in the console utility toolbar for instance, provided that a conversation is opened in the main window.

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Prerequisites

The Remote site settings of your Salesforce configuration has been configured.

Widget access

We first need to configure who can access the widget:

• In the Quick Find section, search for “App Manager” and open the page.
• At the end of the Alcméon app line, click on the arrow and click on Manage.
• Click on Edit Policies.
• In the Permitted Users field, select Admin approved users are pre-authorized. Click OK on the pop-up message that appears.
• Click Save.

Then we define who can see the canvas app. This can be done using profiles and permission sets:

• Back to the Alcméon Connected App Detail page, in the Profiles related list, click on the Manage Profiles button.
• Select the profiles that you want to give permissions to and click Save.

Add the widget to the Case Record Page

To add the Alcméon Conversation widget to the Case Record Page:

• Click on the Object Manager tab on top of the Setup page:

• Click on Case.
• Click on Lightning Record Pages.
• Click on New.
• On the pop-up window, click on the Record Page menu.
• Set Label to Case Record Page.
• Set Object to Case.
• Click on Next.
• Click on the Clone Salesforce Default Page tab.
• Click on Case Record View For Lightning Console.
• Click on Finish.
• Let’s remove the Related section on the right panel: hover with your mouse over the right card and click on the bin delete button.
• Drag the AlcWidgetOnCase from the left Custom - Managed components list:

• And drop it to the empty panel on the right with Add Component(s) Here.
• Click on Save.
• On the pop-up window, click on Activate.
• Click on the App Default tab.
• Click on the Assign as App Default button.
• Check Service Console.
• Click on Next.
• Select Desktop for the form factor.
• Click on Next.
• Click on Save.
• Click on the back arrow on the top left corner.

Setup Engagement

Compatible workflows 💬

all-agents-reply-from-salesforce , agents-reply-from-alcmeon-and-salesforce

Create Engagement objects

To allow an agent to send an engagement message to the customer from Salesforce, you must create an alcmeon__Engagement__c object linked to a Case with a Conversation widget. You can create it manually in Salesforce, or via a specific integration process to be implemented.

When creating an alcmeon__Engagement__c record, ensure you:

• Specify the sender and recipient IDs (who is sending the message and to whom), as per specification: alcmeon__Sender_Id__c and alcmeon__Recipient_Id__c.
• Link the newly created engagement object to the Case by filling its alcmeon__Case__cfield with the Case ID.

Enable Widget Automatic Mode Switching

To ensure the widget seamlessly switches from Engagement mode to Conversation mode when an engagement message is answered, extend your alcmeon__Conversation__c trigger to update the alcmeon__Conversation__c field of the related alcmeon__Engagement__c object with the ID of the newly received Conversation.

Note: The association between the received alcmeon__Conversation__c and the Caselinked to the alcmeon__Engagement__c object must still be handled as outlined in the Apex triggers section.