Synchronizing Call log to Salesforce
This is VCC Live’s documentation on how users are able to set up the synchronization of call logs from VCC Live to Salesforce.
Table of Contents
Setting up attributes and keys
To be able 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 and navigate to Database -> Fields, and make sure that there exists an attribute called salesforce_contactid.
Setting up a Connected app in Salesforce
To be able to sync data from VCC Live to Salesforce, you need to create a Connected App there. Navigate in Salesforce to Setup -> App Manager and select New Connected App. Learn more about setting up a Connected app in Salesforce here.
Follow these steps:
- Check [X] Enable Oauth settings
- Add the following to Callback URL: sfdc://oauth/jwt/success
- Check [X] Use digital signatures
- 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)
- Select the following OAuth Scopes: api, refresh_token
Find your new Connected app and click Manage
- Click [Edit Policies]
- Set Permitted Users to Admin approved users are pre-authorized
- Click [Save]
- Click [Manage Profiles]
- Check that your user’s profile is selected and 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/
- ‘CUSTOMER’ reflects your account name in VCC Live
Note: You will need to provide further information about your Connected App’s cert and private keys to VCC Live to be able to successfully set up the integration.
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 be able to see the call data synchronizing to Salesforce as parameterized in the webhook payload.
You can also learn more about the call disposition webhook here.
There's always more to learn. Discover similar features by visiting related articles:
Can’t find what you need? Use the comment section below to connect with others, get answers from our experts, or share your ideas with us.
There are no comments yet.