Overview

The Salesforce Connector App integrates with Freshchat/CSS, providing agents and admins with data from your CRM. The app includes two components:

• An inbox view that displays customer details from Salesforce using their email ID.

• A data sync feature powered by the Connector App addon.

Installation

Creating the Salesforce Connected App

To install the Salesforce Connector App, create a Connected app on Salesforce. 

1. Log in to your Salesforce account.

2. Click on the gear icon (⚙️) in the top right corner and select ‘Setup.’

3. In the left sidebar, under the ‘Platform Tools’ section, click on ‘Apps’ and then select ‘App Manager.’

4. Click the ‘New Connected App’ button in the top right corner.

5. Provide details like the Connected App Name, API Name, and Contact Email.

6. Check the 'Enable OAuth Settings' checkbox, and enter the callback URL as https://oauth.freshdev.io/auth/callback 

7. Add the OAuth scopes required for accessing Salesforce details through API. If you are unsure, give access to all scopes. The app uses only the necessary scopes.

8. Enable the following checkboxes:

   1. Require Secret for Refresh Token Flow

   2. Enable client credentials flow

   3. Enable authorization code and credentials flow

   4. Enable Token Exchange Flow

   5. Require Secret for Token Exchange Flow

   6. Enable Refresh Token Rotation

9. Ensure you disable the 'Require proof key for code exchange' checkbox

Installing the Salesforce App in Freshchat

1. Go to Admin -> Marketplace Apps and search ‘Salesforce Connector App.’

2. Once you click Install, you will be prompted to enter your Salesforce app credentials.

3. Enter your Salesforce URL in the following format: acme.my.salesforce.com.

4. Enter your Salesforce Consumer ID and Consumer Secret that you got in the previous step from your Salesforce connector app.

Connect your Freshchat Account

1. Enter your Freshchat & CRM domain and API keys from Admin -> API settings

2. After completing the above configuration, select the agents who will have access to the Salesforce configuration.

3. Click 'install'. Once the app installation is complete, go to the full-page app installed in the left navigation bar. 

Configuring the Salesforce widget

1. Choose the specific Salesforce fields you wish to display in the conversation inbox.

2. Decide if agents should have the capability to create duplicate records of existing Salesforce entries.

3. Hit ‘Save Settings,’ and the Salesforce details of a contact based on the email ID will appear in the widget. 

Features of the Salesforce widget app

1. View Salesforce Information:

• Access comprehensive information about leads and contacts.

• Get insights into account details.

• View associated Tasks, Cases, and Opportunity information.

2. Create Salesforce Records:

Directly from the conversation inbox page, agents can create:

• Lead & Contact records.

• Tasks, Cases, and Opportunities.

Configuring data sync

Before you configure sync, ensure you do not have any other version of the Salesforce app installed in your account. To synchronize data between Salesforce and Freshchat/CSS, go to the 'Data sync' tab in the full-page app. This feature is powered by the 'Connector apps add-on.' 

• Authenticate the Salesforce account you want to synchronize data with. You have the option to connect either your sandbox or active account.

• You will find a tab for recipes. Recipes are workflows that dictate the flow and direction of data.

• Choose the direction of data flow based on your requirements:

  • One way - From Salesforce to Freshchat

  • One way - From Freshchat to Salesforce (Coming soon)

  • Two-way (Coming soon)

• After choosing the direction, relevant recipes will appear. You can currently sync Contact and Account information between Salesforce and Freshchat

• Determine which fields you want to sync. For Salesforce to Freshchat - Contacts:

Step 1: Choose from when the recipe should pick up events. By default, this is set to 1 hour. You can choose a date further back; the further you go back to get updates, the more tasks you will consume.

Step 2: Navigate to Step 5 of the recipe. Map the Account fields in Salesforce from Step 1 of the recipe to the Company field in Freshchat. This ensures that contacts that have companies not present in Freshchat are created. The lookup field for Accounts will be the Account name.

Step 3: In Steps 6 & 8 of the recipe, map the Freshdesk fields to Salesforce fields. You can configure the field that will act as the primary key. This means the recipe will search whether a contact on Salesforce exists with that value. If it is present, it will get updated; if not, a new contact will be created. By default, the primary key will be set as email ID.  

Do not map Account fields on Freshchat on Step 8

Pricing

The Connector app is a paid add-on, priced at $80 per 5000 tasks. These tasks will align with your billing cycle. For example, tasks expire monthly if you're on the monthly billing cycle or at the end of the year if you're on the annual plan.

How are tasks calculated?

Every action block in the recipe constitutes a task. The table below shows the task consumption based on the entity and direction of sync.