Salesforce MIAW Live Chat

Salesforce MIAW enhances pre-chat support by identifying customer needs and accessing records before agents connect in the Service Console. It also enables real-time communication with clients directly within the Service Console.

Integrating DRUID Chatbots with Salesforce MIAW Live Chat

Step 1. Prepare a Salesforce Org

1. Create a Salesforce org and set up Omni-Channel and Omni-Flow.
2. Add your messaging channel and connect to the Service Console.
3. Configure routing to ensure the right agent responds to customers.

For detailed instructions, refer to Salesforce's documentation.

Step 2. (Optional) Add User Verification

To enable secure messaging across multiple devices, set up User Verification. For detailed instructions, refer to Salesforce documentation.

Step 3. Enable Digital Experiences

Enable Digital Experiences in your Salesforce org. For guidance, see Salesforce documentation.

Step 4. Publish and Configure a Messaging Deployment

Connect your messaging channel to a website by creating a new embedded deployment. For step-by-step instructions, refer to Salesforce documentation.

For mobile deployment, follow Salesforce's mobile instructions.

Step 5. Get the Deployment Snippet Code

1. From the Deployment Settings, select Install Code Snippet.
2. Click Copy to Clipboard and paste the code into a text editor.
3. Extract the following details for DRUID Live Chat configuration:
• OrganizationId and Url - for DRUID configuration.
• DeveloperName - for sending contact center parameters.

Step 6. Configure Salesforce Live Chat for your bot

In the DRUID Portal, go to the bot details, click the Live Chat section header and from the LiveChatProvider field, select Salesforce MIAW.

Configure the Salesforce MIAW Live Chat as follows:

In order for Live Chat events to be raised, you need to set up on the bot the timeout parameters provided in the table below.

From the Live chat client disconnected flow field you can select the flow you designed specifically to capture client's feedback.

After you finish setting up Salesforce Live Chat in DRUID, you need to create a specific flow as described below.

Step 7. Create flow

Create a flow with a step that has as Pre Action the internal action ConnectToHelpdeskAgent.

You can also set [[ChatUser]].Name and [[ChatUser]].HelpdeskSubject as variables that can be sent to Salesforce MIAW.

Step 8. Run the flow

Set your status to "Available for Chat" in Salesforce and stay in the Service Console to receive incoming chats.

Open the chat and run the flow you created at Step 7 (entering the flow utterance in the chat).

Sending the conversation transcript to Salesforce Live Chat Agents

Most contact centers want their helpdesk agents to get the transcript of the conversation the client had with the bot prior to being engaged in a live chat session.

In order to save the conversation transcript and make it available for Salesforce Live Chat agents, on the flow that connects the client with the agent, make the following settings:

1. On the step where you call the internal action ConnectToHelpdeskAgent(Post Actions section), in the Pre Actions section, call the internal action GetConversationTranscript.
Important!   When calling the GetConversationTranscript internal action on the same step where you call ConnectToHelpdeskAgent, make sure to call it in the PreActions section. Calling it in the PostActions section will not send the conversation transcript to agents.
Hint:   You can call the GetConversationTranscript internal action on a previous step.
2. On the ConnectToHelpdeskAgent internal action add the following:
Copy

{
    ”SendConversationTranscript” : true
}

 

Hint:  You can send additional client information (like Custom Fields) to Salesforce Live Chat Agents together with the conversation transcript.
3. Save the step.

Sending Contact Center Parameters

You can send contact center parameters as long as they are created as pre-chat form data and mapped in the Omni-channel flow in Salesforce. For more details, refer to the Salesforce documentation: Customize Pre-Chat for Messaging for In-App and Web and Map Pre-Chat Values in Omni-Channel Flow.

In the ConnectToHelpdeskAgent internal action, provide the desired parameters inside the routingAddress object in string format:

{
    "conversationId": "<Insert the conversation ID here>",
    "routingAttributes": "{ <Stringified JSON object containing the contact center data you want to send> }",
    "esDeveloperName": "<Enter the Developer Name value you copied from the deployment code snippet in Salesforce>"
}

Example of a routingAttributes JSON:

{
    "firstName": “[[Customer]].FirstName ",
    "lastName": "[[Customer]].LastName ",
     "email": [[Customer]].Email
    "queueId":"[[Entity]].QueueId",
}

To send this JSON, convert it to a string using an online tool like jsontostring.com:

"{\"firstName\":\"[[Customer]].FirstName\",\"lastName\":\"[[Customer]].LastName\",\"email\":\"[[Customer]].Email\",\"queueId\":\"[[Entity]].QueueId\"}"

{
    "conversationId": "00D2Q223000I0A5",
    "routingAttributes": "{\"firstName\":\"[[Customer]].FirstName\",\"lastName\":\"[[Customer]].LastName\",\"email\":\"[[Customer]].Email\",\"queueId\":\"[[Entity]].QueueId\"}",
    "esDeveloperName": "MIAW_Deployment"
}