This article will provide the necessary information on integrating Salesforce into Botmaker. At the same time, you will get details about the Salesforce and Botmaker features that you can use together by installing a plugin to enhance the interaction with users and optimize the management of sales and case queries.

Estimated reading time: 08 minutes

What´s the feature about?

Botmaker for Salesforce is a product composed of two main parts.

• It provides integration between Chatbots and Bot Designer with Salesforce, allowing bots to create and manage cases, opportunities, and leads within a conversation. This integration facilitates the use of chatbots to automate tasks and improve process management in Salesforce.

• It includes an optional Botmaker plugin specifically designed for Salesforce. This plugin extends the standard Salesforce screens by including the full-featured Botmaker chat component such as co-pilot, video calling, and template submission. Agents can attend conversations directly from Salesforce and chat in real time with customers.

The integration of chatbots in Salesforce through Botmaker offers several advantages. Thus, you can configure new action blocks in your chatbots through Bot Designer to automatically perform actions on cases, opportunities, and leads, such as create, update, delete, and comment. This will allow you to receive cases in Salesforce through multiple conversation channels supported by Botmaker.

How to perform the integration on the Botmaker platform?

To get started with the channel connection, go to Integrations>CRMs (https://go.botmaker.com/#/integrations/connections). Select Salesforce and click Connect to access the integration tutorial.

Note: to perform this integration, you must have a Salesforce account .

When you see a screen summarizing the features of the feature, click Next to proceed to the first step.

Step 1: Start the integration with your Salesforce credentials

Step 2: Integrate Botmaker

After entering the credentials, you must grant permission to the Botmaker platform to conclude the connection.

Step 3: Finish the integration

Once permission is granted , the integration will be performed and you will see the following screen:

Botmaker Plugin Installation

As a final optional step, you will have the possibility to install the Botmaker Plugin in your Salesforce account. If you wish to install it, you will need to click Install Plugin. You will be redirected to a Salesforce installer that will guide you through the installation steps.

To begin, select the type of installation you want and click Install.

Next, you must approve the Botmaker platform access.

Once you have granted access to Botmaker, you will see the following screen indicating that the installation of the plugin has been successful.

Click Done to access all the management and automation tools offered by this integration.

Set up Salesforce messages once the plugin is installed.

Once you have installed the plugin to use Botmaker integrated with Salesforce, within the Botmaker platform you can configure Salesforce messages for case management in Bot Designer and in the Conversations>Chats section.

In the Select your CRM object field, you can select different objects, such as case, lead, contact, order, account, etc.

Salesforce configuration within a chatbot

In Bot Designer, you can enable Salesforce features from six new actions, which will allow the chatbot to search for information in Salesforce (in real time) to respond to a user’s request. In this way, the following parameters can be configured:

• Create an object in Salesforce (we support all Salesforce objects, including cases): the chatbot will be able to create an object in Salesforce and specify the values of its fields based on the current conversation
• Update an object (add comments and modify fields): the chatbot has the ability to alter an existing object as well as add comments
• Search for an object in Salesforce : the chatbot can search Salesforce using the configured criteria. The search result returns one or more selected object IDs (e.g. cases).
• Associate current conversation to a Case : links the current conversation to a Salesforce Case. From now on, all messages in the conversation will be marked with the Salesforce Case Number/Id.

Setting up the Botmaker plugin in Salesforce, Lightning Web Components, and customizing the Cases screen.

Note : It is important to remember that installing the plugin alters your Salesforce account as it adds Botmaker platform components. In this regard, you can choose to install the plugin on a test account to check its performance, settings, etc.

Once the plugin is installed, the Salesforce account will have three new Lightning Web Components :

• Messaging : This component includes a Chats screen that can be embedded in Cases, Opportunities, or Leads.The chat that will appear on this screen is only the one corresponding to the Salesforce case. If there is no chat for this case, the agent is offered the possibility to start a chat by sending a template.
• Utility Bar Messaging : This component consists of a global Chats screen that can be placed inside the Salesforce Utility Bar. The entire universe of ongoing conversations will be displayed here and agents can reply to any of them.
• Configuration: This component includes shortcuts for Agents, Permissions, Bot Designer, and Notifications Engine configuration. It also incorporates the possibility of connecting channels. We recommend creating an App Page that includes this component with restricted access that only administrators can access.

It is important to remember that a user with a Salesforce administrator/configurator role will be able to edit/customize the page you want to extend and include any of the Botmaker components. This can be done through Lightning App builder , where you will find the Lightning Web Components , within the Custom Components section. For more information, please visit https://trailhead.salesforce.com/es/content/learn/modules/lightning-experience-for-salesforce-classic-users/get-your-bearings

Also, remember that from App Launcher , in the Salesforce Service Console section, you can access the Botmaker features by selecting the Botmaker Settings option.

Boost your business with Botmaker for Salesforce with an end-to-end solution that provides complete and efficient integration between chatbots and Bot Designer with Salesforce, offering increased task automation and advanced process management. In addition, the plugin specifically designed for Salesforce, extends the capabilities of the platform with additional features. Take your workflows to the next level with Botmaker for Salesforce!

Remember to visit our Help Center for more information.

Written by: Botmaker Team

Updated: 8/03/2023