Synchronizing Call log to Salesforce

This is VCC Live’s documentation on how users can set up the synchronization of call logs from VCC Live to Salesforce.

Table of Contents

• Setting up attributes and keys
• Setting up an External Client App in Salesforce
• Setting up a webhook

Setting up attributes and keys

To capture information about the calls made via VCC Live, you need to create an attribute in VCC Live in all of the projects to which Agents will log in directly from Salesforce. In the VCC Live supervisory interface, select all the relevant projects, navigate to Database -> Fields, and make sure that there exists an attribute called salesforce_contactid.

Setting up an External Client App in Salesforce

To be able to sync data from VCC Live to Salesforce, you need to create an External Client App there. Navigate in Salesforce to Setup -> External Client App and select New External Client App. Learn more about setting up an External Client App in Salesforce here.

Follow these steps:

• Check [X] Enable Oauth in API (Enable OAuth Settings)
• Add the following to Callback URL: sfdc://oauth/jwt/success
• Select the following OAuth Scopes: api, refresh_token
• Check [X] Enable JWT Bearer Flow
• Generate a new certificate if needed by running the following script:

openssl genrsa 2048 > host.key

chmod 400 host.key

openssl req -new -x509 -nodes -sha256 -days 365 -key host.key -out host.crt

• Upload the generated certificate file (.crt)

• Click [Create]

• Find your new External App and click Manage

• Click [App Policies] and select relevant profiles. Leave Start Page empty
• Click [OAuth Policies]
• Set Permitted Users to Admin approved users are pre-authorized
• Set Refresh Token Policy to Refresh token is valid until revoked
• Click [Save]

Setting up a webhook

To synchronize data from VCC Live to Salesforce, you need to create webhooks in the projects where you would like to have this feature. When selecting a project, navigate to the tab Webhook and create a new webhook, where the Event is set as ‘Event after disposition saving’. For Method select ‘POST’ and for URL populate it in the following format: https://username:[email protected]/salesforce?method=post&endpoint=services/data/v55.0/sobjects/Task/. You can learn more about fields that you can populate in Salesforce’s Task entity here.

• ‘CUSTOMER’ reflects your account name in VCC Live
  

  Note: You will need to provide further information about your External Client App’s cert and private keys to VCC Live to be able to set up the integration successfully.
  Example webhook payload (while putting variables in double brackets) :

{

"WhoId": client_data.salesforce_contactid,
"Description": agent_description,
"TaskSubtype": "Call",
"Status": "Closed",
"CallType": "Outbound",
"Subject": disposition.name

}

After setting this up, you should see the call data synchronizing to Salesforce as parameterized in the webhook payload.

You can also learn more about the call disposition webhook here.