---
title: "SAP V2 Integration"
slug: "sap-v2-intergration"
updated: 2026-08-23T07:42:57Z
published: 2026-08-23T07:40:37Z
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 Integration

## 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** ![Aug 26 - new module settings.png](https://cdn.document360.io/cce107c7-3390-46bd-a6cf-3120b27c4105/Images/Documentation/Aug%2026%20-%20new%20module%20settings(6).png)
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**. ![Security - allow iFrame.png](https://cdn.document360.io/cce107c7-3390-46bd-a6cf-3120b27c4105/Images/Documentation/Security%20-%20allow%20iFrame.png)
6. Click **Save** at the bottom corner of the screen.

### Step 1.2 - Channel Configuration

### Step 1.2 - Channel Configuration

Repeat this step 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. ![SAP v2 Integration - Commbox2.png](https://cdn.document360.io/cce107c7-3390-46bd-a6cf-3120b27c4105/Images/Documentation/SAP%20v2%20Integration%20-%20Commbox2.png)
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 |

![SAP v2 Integration - Commbox3.png](https://cdn.document360.io/cce107c7-3390-46bd-a6cf-3120b27c4105/Images/Documentation/SAP%20v2%20Integration%20-%20Commbox3.png)

1. Click **Save** at the bottom of the screen.
2. 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)
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)

| 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 |
  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:
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)

### 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)

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