Overview

The Salesforce-CommBox integration enables users to seamlessly use Salesforce’s powerful CRM to manage day-to-day sales and service interactions while managing the communication channels through CommBox. With this integration, Commbox becomes a call center in an iFrame on the Salesforce platform. Input received from the bot or agent automatically merges into the Salesforce CRM, and users communicate with customers after viewing the call history and case data.

Steps for this integration:

1. Install the CommBox package.
2. Connect Salesforce to your Commbox business account.
3. Set Access Permissions to CommBox.
4. Set up the call center.
5. Add call center to CommBox.
6. Activate Salesforce in the CommBox Platform.
7. Verify the integration is working properly.
8. Configure Salesforce in the CommBox platform.

Note: The integration process requires admin privileges for both Salesforce and CommBox.

Install The Package

1. At the Salesforce console, navigate to Setup.

2. In the Quick Find, enter AppExchange (the results will populate without hitting enter)

3. Select AppExchange Marketplace from the links provided.

4. In the AppExchange window, enter CommBox into the Search AppExchange field and click Enter.

5. In the Search Results, select CommBox Connector.

6. On the Commbox Connector detail page, select Get It Now.

7. If you are presented with the login to AppExchange screen, select Open Login Screen, and then select Allow at the Allow Access screen.
   

8. At the Install in This Org section, select Install Here.

9. On the Confirm installation details screen, fill out the Tell us about yourself form, and check the box I have read and agree to the terms and conditions. You may select the box to allow the provider to contact you. Continue by clicking Confirm and Install.

10. Select Install for Admins Only, then click Install.
    Note: THIS SELECTION IS VERY IMPORTANT- Selecting the wrong option will lead to agents gaining unauthorized access.
    While the CommBox Connector installs (it may take a few minutes), you will be presented with the This app is taking a long time to install message.

11. After the installation is complete, click Done.
12. Return to the browser after receiving confirmation that the installation has been completed via email.
13. Close the CommBox Connector detail page (if it is still open).
14. In Quick Find, enter Installed, and then select Installed Packages.

15. Once the Installed Packages page opens, validate that the CommBox Connector is installed.

Connect Salesforce to your Commbox corporate account.

Note: The terms Brand and Corporate Name refer to the same business entity which is used to identify the business in APIs and platforms installations.

Create a connected app

1. At the Salesforce console, navigate to GOTO > Setup > Apps > App Manager and click New Connected App.
2. Enter the following Basic Information in the appropriate fields:
   a. Connected App Name: Commbox {{CORPRATE_NAME}}
   b. API Name: commbox_{{CORPRATE_NAME}}
   c. Contact Email
   d. Logo Image URL
3. At the API (Enable OAuth Settings) section, enter the following:
   a. Check Enable OAuth Settings
   b. Callback URL: https://{{CORPRATE_NAME}}.commbox.io/oauth/salesforce/callback
   c. Add the following to the Selected OAuth Scopes:

4. At the Canvas App Settings section:
   a. Canvas: checked
   b. Canvas App URL: https://{{CORPRATE_NAME}}.commbox.io/salesforce/signedrequest
   c. Access Method: Signed Request (POST)
   d. Locations: Visualforce Page, Open CTI

   Your screen should look similar to this:

5. Click Save.

6. After clicking Save, the Manage Connected Apps page opens. Click the API (Enable OAuth Settings) section, followed by clicking Manage Consumer Details.
   

7. Get the Consumer Key and Secret:
   a. Follow email verification instructions:
   After receiving a “Verify your identity in Salesforce” email from Salesforce, enter the Verification Code and click Verify.
   b. Copy the Consumer Secret to your device.
   c. Click on the link Back to Manage Connected Apps.

Set Access Permissions to CommBox

1. Navigate to GOTO > Setup > Apps > Connected Apps > Managed Connected Apps, and click Edit next to your app “commbox_{{CORPRATE_NAME}}”
   

2. In the Permitted Users section, select Admin approved users are pre-authorized
   

3. Click Save.

4. Navigate again to GOTO > Setup > Apps > Connected Apps > Managed Connected Apps, and click on your app “commbox_{{CORPRATE_NAME}}”

5. Set relevant Profiles and relevant Permission Sets for your organization.

Setup Call center

Set the connected app name:

1. At the Salesforce console, navigate to GOTO > Setup > Call Center > Call Centers, and click the Edit button next to “CommBox.”

2. Update the field CTI Adapter URL: https://{{SALESFORCE_DOMAIN_NAME}}.my.salesforce.com/apex/CommboxSF?app=commbox_{{CORPRATE_NAME}}

3. Click Save.

4. At the Call Center Users section, click the Manage Call Center Users button to set up agents in the call center.
   

5. Add relevant users to the call center (Permission to use), following instructions from this link: https://help.salesforce.com/s/articleView?id=sf.cti_admin_manageagents.htm&type=5

6. Setup the inbound call actions (what will happen when a call enters Salesforce), following instructions at this link: https://help.salesforce.com/s/articleView?id=sf.cti_admin_phonelayouts.htm&type=5

Add call center to Apps

1. At the Salesforce console, navigate to GOTO > Setup > Apps > App Manager, and select the desired app or type “Lightning”.
2. Click the Edit button next to the app.
3. Under the Utility items section, click Add Utility Item, and select Open CTI Softphone.
4. Under Utility Item Properties, change the Label to Commbox {{CORPRATE_NAME}}, check the box Start automatically, and click Save.
   

Activate Salesforce at the Commbox Console

1. At the CommBox console, navigate to Settings > Modules, click the Salesforce CRM icon from the Integrations sections, and then click Install.
   

2. Navigate again to the Salesforce module and click New Salesforce Account in the Salesforce Account section. You will be redirected to select your username.

3. Enter your Salesforce username and credentials (as an Admin).

4. Back at the Commbox console, paste the consumer secret obtained from Salesforce at the top section.

5. Click Save.

Verify that the Integration is Working

1. In the App Launcher, go to the app you added to the softphone.
2. Look for the CommBox {{CORPRATE_NAME}} tab in the footer.
3. Click it to see if you get a login page.

Congratulations!

You have completed the Salesforce-CommBox integration and setup

Configuring Salesforce on the CommBox platform

The Salesforce configuration is done at the module level as well as in each specific communication channel. For demo purposes, we’ll use the Chat Channel.

Note: Every CommBox account has only one Salesforce admin account.

1. At the CommBox console, navigate to Settings > Modules, and click the Chat icon.

2. Select a specific Chat Channel.

3. Scroll toward the bottom of the screen and select Salesforce CRM Connector.

4. Click on the two toggle buttons to activate the integration with this channel (to populate and create cases in Salesforce) and enable CommBox as an iFrame within the Salesforce CRM platform.
   

5. For web Chat channels (Chat, Voice Chat, Video Chat) only:
   a. Open the Login section to set the Mandatory fields for the channel: First Name, Last Name, Phone, and Email.
   Note: When using the Chat channel, all fields must be populated for the channel to work.
   b. Select the fields from the drop-down menu.
   c. Drag the field tags from the Optional box to the Mandatory fields box.
   

6. Click Save at the bottom of the page.