SAP V2 Intergration

Overview

This guide explains how to integrate CommBox with SAP Service Cloud Version 2 (Agent Desktop), enabling agents to access the CommBox CTI widget directly within SAP.
The integration requires configuration in both systems:

The configuration process is divided into three parts:

1. CommBox Configuration – Configure the SAP C4C Integration module and channel settings.
2. SAP Service Cloud V2 Configuration – Configure the CTI widget (Agent Desktop Settings) and security settings.
3. Verification – Validate the integration and confirm that the CommBox widget loads successfully within SAP.

Prerequisites

• Administrator access to both CommBox and SAP Service Cloud V2.
• The SAP tenant base URL, in the form https://my<id>.<dc>.crm.cloud.sap/
• The CommBox environment URL, in the form https://[environment].commbox.io
• A Technical User who is assigned API permissions for REST calls.

Part I – CommBox Configuration

CommBox configuration is performed at both the Module level and each relevant Channel.

Step 1.1 - Module Configuration

1. At the CommBox console, navigate to Settings > SAP C4C integration
   

2. Enter the following values:

   Field	Value
   URL	https://my<id>.<dc>.crm.cloud.sap/ (SAP tenant base URL)
   SAP C4C Version (For iFrame Integration)	Select V2 (Agent Desktop)
   Username / Password	SAP integration user credentials
   Contact Synchronization Frequency (Minutes)	1440 (e.g. once per day)
   SAP LoB Application Environment	Production, or Non-Production (Dev/Test/Demo/etc.)

3. Click Save at the bottom of the screen.

4. Go back to the Settings page, select the Privacy and Security module from the Settings & Tools section, and click on General.

5. Enable Allow the agent workspace to be embedded within an iframe.
   

6. Click Save at the bottom corner of the screen.
   

Step 1.2 - Channel Configuration

This step must be repeated for each relevant communication channel that operates with SAP.
We are using the WhatsApp module as an example.

1. Navigate to Settings > WhatsApp module, select the desired channel, and expand the SAP C4C Integration section.
   

2. Set the Client-side Integration toggles (scroll down until you see it) as follows:

   Field	Toggle Behavior
   Activate Embedded integration	Enable (required for iFrame pop-up screens for inbound & outbound calls)
   Transfer the Conversation’s Attachments to the Chat Activity in SAP C4C	Disabled - not supported in V2
   Transfer the Conversation's transcript to the Chat Activity in SAP C4C	Enable
   Transfer the Conversation’s AI Summary to the Chat Activity in SAP C4C	Optional

3. Click Save at the bottom of the screen.
4. Repeat for any other relevant channel.

Part II – SAP Service Cloud V2 Configuration

Step 2.1 – CTI Configuration

1. At the SAP console, click the user initials followed by System Settings.
   

2. Select CTI Configuration, and open the CTI Configuration tab.

   

   1. Under Communication Provider, add/select CommBox and enable its toggle.

   2. In Provider Details, set the values below:

      Field	Value
      Provider Name	CommBox
      Provider ID	CCTR
      Provider URL	https://[environment].commbox.io (CommBox environment)

   3. Enable Activate Outbound Telephony for click-to-call; set Call Attached Data (CAD) to None unless mapping is needed.

   4. Under Channels, add a row per channel, set Active, and map Identify Customer By:

   Type	ID	Active	Identify Customer By
   Phone	ani	On	Phone
   SMS	sms	On	Phone
   Instagram	instagram	On	Email
   Facebook	facebook	On	Email
   WhatsApp	whatsapp	On	Phone
   Facebook Messenger	messenger	On	Email

3. Click Save
   

Step 2.2 – Content Security Policy

1. Navigate to System Settings > Content Security Policy.
2. In every section (Script Source, Style Source, Frame Source, Connect Source, Image Source, etc.), click + and add the rule: *.commbox.io
3. Ensure each *.commbox.io entry is enabled.
4. Click Save.
   Note:
   Frame Source (frame-src) is what allows the widget iFrame to load. The other sources prevent related script/style/connection failures.
   

Part III – Verify the Widget

1. Log in to CommBox and make sure you are marked as an active Agent. The session has to be in the same account (environment) you previously configured in SAP.

2. In SAP, open the CTI widget from the icon in the top toolbar (highlighted)
   

3. Confirm the embedded iFrame renders the CommBox conversation list / Live Activity with channel icons and agent controls.