Setup Integration

When you initially click on Salesforce to set up the integration you will be required to authorize Foqal to access your Zendesk account and allow the systems to interact with each other. Click Authorize and you will be taken to salesforce.com to authorize access to Foqal.

If you do not currently have Omni-channel or live-chat, the following guide can help you set that up:

https://www.paulbfischer.com/how-to-setup-omni-channel-in-salesforce-lightning/

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Authorize Integration

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To configure Salesforce chat integration with Agent, select the following options:

Button - Displays the chat button configuration from Salesforce.

Deployment - Displays the deployment configuration from Salesforce.

Root URL - Enter your Salesforce chat URL.

Should create case - When a conversation is started, a case can be automatically created in Salesforce. Select Yes to create the Salesforce case..

Welcome message - When a new ticket is created, it is also created in Salesforce. The welcome message is displayed in the Agent and can be personalized using a few different variables from Salesforce.

Example Welcome Message:

Mr. {{LAST_NAME}}, we have created a ticket for you. Click here to view it: {{TICKET_URL}}