Salesforce
Connect Salesforce so the agent finds contacts by email, creates support cases and checks a case's status by number, with one-click or Connected App setup.
With Salesforce connected the agent finds a contact by email, creates support cases and checks a case's status by number.
What the agent can do
| Action | What it does | Inputs collected |
|---|---|---|
| Find Salesforce contact | Finds the contact by email and confirms the returned email matches. | |
| Create Salesforce case | Creates a case (origin "Web") with a subject and the details, including the visitor's email. | Email, subject, details |
| Check Salesforce case status | Reports the status and subject of a case and confirms the number matches. | Case number |
Connect in one click
If Connect Salesforce is shown under Integrations → Salesforce, click it and sign in to your org. The first person to connect an org must be a System Administrator. The actions are created and enabled, and PepoChat keeps the connection alive weekly so it does not expire from inactivity.
Connect manually with a Connected App
Create a Connected App
Setup → App Manager → New Connected App. Enable OAuth, tick Enable Client Credentials Flow, and add the scope Manage user data via APIs (api). Any callback URL works.
Set the run-as user
Manage → Edit Policies and set the Run As integration user. It needs API access plus access to Contacts and Cases.
Fill in the form
Enter your My Domain host (
yourcompany.my.salesforce.com, nohttps://), the consumer key and the consumer secret. Add the actions, test the contact lookup, enable.
Newer Salesforce orgs disable creating Connected Apps by default; an administrator may need to allow it first.
Example
Visitor: What's the status of case 00001026?
Agent: Case 00001026, "Login loops on mobile", is In Progress. Want me to let the team know you're waiting on it?
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