To connect the Salesforce app to Freshchat, you need to create a Connected app

  1. Login to Salesforce: Log in to your Salesforce account.
  2. Access Setup: Click on the gear icon (⚙️) in the top right corner and select "Setup."
  3. App Manager: In the left sidebar, under the "Platform Tools" section, click on "Apps" and then select "App Manager."
  4. New Connected App: Click on the "New Connected App" button in the top right corner.
  5. Fill in the Details:
    • Basic Information: Provide the necessary details like the Connected App Name, API Name, and Contact Email.
    • API (Enable OAuth Settings): Check the "Enable OAuth Settings" checkbox.
      • Callback URL: Enter the callback URL (also known as the redirect URI). This is where Salesforce will redirect after successful authentication. For development purposes, you can use http://localhost:3000/ or a similar local address.
      • Selected OAuth Scopes: Add the required OAuth scopes based on the permissions your application needs. For most integrations, "Full access (full)" and "Perform requests on your behalf at any time (refresh_token, offline_access)" are commonly used. However, always adhere to the principle of least privilege and only request the scopes you need.
  6. Save: Once you've filled out the necessary details, click the "Save" button.
  7. Consumer Key and Consumer Secret: After saving, you'll be redirected to the Connected App's detail page. Here, you'll find the Consumer Key (Client ID) and Consumer Secret (Client Secret). Make sure to securely store these values, especially the Consumer Secret, as it won't be shown again for security reasons.

Installing the Salesforce App in Freshchat

Enhance your Freshchat experience by integrating it with Salesforce. By doing so, you can seamlessly view and manage Salesforce records right from your Freshchat inbox. Here's a step-by-step guide to get you started:

Installation Steps:

  1. Salesforce URL: Enter your Salesforce URL in the following format:
  2. Consumer Credentials: Input your Salesforce Consumer ID and Consumer Secret.
  3. Field Selection: Choose the specific Salesforce fields you wish to display in Freshchat.
  4. Duplicate Record Creation: Decide if agents should have the capability to create duplicate records of existing Salesforce entries.
  5. Install: Once all details are filled in, click on the "Install" button to integrate Salesforce with Freshchat.

Features of the Salesforce App in Freshchat:

1. View Salesforce Information:

  • Lead and Contact Details: Access comprehensive information about leads and contacts.
  • Account Information: Get insights into account details.
  • Other Records: View associated Tasks, Cases, and Opportunity information.

2. Create Salesforce Records:

  • Directly from the Freshchat inbox, agents can create:
    • Lead & Contact records.
    • Tasks, Cases, and Opportunities.

3. Seamless Navigation:

  • For a more detailed view or to perform specific actions, you can directly navigate to Salesforce for all the entities.

By integrating Salesforce with Freshchat, you ensure that your support and sales teams have all the necessary information at their fingertips, leading to faster resolution times and enhanced customer satisfaction.