---
title: "SAP V2 Intergration"
slug: "sap-v2-intergration"
updated: 2026-06-17T09:52:09Z
published: 2026-06-17T09:52:09Z
canonical: "help.commbox.io/sap-v2-intergration"
---

> ## Documentation Index
> Fetch the complete documentation index at: https://help.commbox.io/llms.txt
> Use this file to discover all available pages before exploring further.

# 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:
| Console  | Configuration |
|----------|---------------|
| CommBox  | Configure the SAP Service Cloud V2 connector, establish the connection to the SAP tenant, and enable the integration for the relevant channels. |
| SAP V2   | Configure the CommBox CTI widget provider, assign channels, and update the Content Security Policy (CSP) allow-list. |
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** 
![SAP v2 Integration - Commbox1.png](https://cdn.document360.io/cce107c7-3390-46bd-a6cf-3120b27c4105/Images/Documentation/SAP%20v2%20Integration%20-%20Commbox1(1).png){height="" width=""}

3. 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.) |

4. Click **Save** at the bottom of the screen.
5. Go back to the **Settings** page, select the **Privacy and Security** module from the Settings & Tools section, and click on **General**. 
6. Enable **Allow the agent workspace to be embedded within an iframe**.  
![Security - allow iFrame.png](https://cdn.document360.io/cce107c7-3390-46bd-a6cf-3120b27c4105/Images/Documentation/Security%20-%20allow%20iFrame.png){height="" width=""}
 
7. Click **Save** at the bottom corner of the screen.<br>

### Step 1.2 - Channel Configuration

This step must be repeated for each relevant communication channel that operates with SAP.  <br>
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. 
![SAP v2 Integration - Commbox2.png](https://cdn.document360.io/cce107c7-3390-46bd-a6cf-3120b27c4105/Images/Documentation/SAP%20v2%20Integration%20-%20Commbox2.png){height="" width=""}

3. 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 |
![SAP v2 Integration - Commbox3.png](https://cdn.document360.io/cce107c7-3390-46bd-a6cf-3120b27c4105/Images/Documentation/SAP%20v2%20Integration%20-%20Commbox3.png){height="" width=""}

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**. 
![first screen in SAP - Eddie Fox.png](https://cdn.document360.io/cce107c7-3390-46bd-a6cf-3120b27c4105/Images/Documentation/first%20screen%20in%20SAP%20-%20Eddie%20Fox.png){height="" width=""}

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

   ![SAP v2 Integration - 2.png](https://cdn.document360.io/cce107c7-3390-46bd-a6cf-3120b27c4105/Images/Documentation/SAP%20v2%20Integration%20-%202.png)

   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**
![SAP v2 Integration - 3.png](https://cdn.document360.io/cce107c7-3390-46bd-a6cf-3120b27c4105/Images/Documentation/SAP%20v2%20Integration%20-%203.png){height="" width=""}


### 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.
![SAP v2 Integration - 4.png](https://cdn.document360.io/cce107c7-3390-46bd-a6cf-3120b27c4105/Images/Documentation/SAP%20v2%20Integration%20-%204.png){height="" width=""}


## 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)
![SAP with CommBox iFrame.png](https://cdn.document360.io/cce107c7-3390-46bd-a6cf-3120b27c4105/Images/Documentation/SAP%20with%20CommBox%20iFrame.png){height="" width=""}

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