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View conversations in Salesforce

Last Update: Oct 2024 • Est. Read Time: 3 MIN
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Conversation View allows Salesforce users to view Kustomer conversations from a Salesforce case directly within the Salesforce platform. This feature builds on the existing Salesforce Case Create functionality, and adds more detail and context to those cases from Kustomer by displaying conversation messages directly in Salesforce Sales Cloud.

This article will walk you through the configuration process to add this feature to your Kustomer organization's integration with Salesforce.

Who can access this feature?
User typesAvailable to Salesforce plans that include API access: Enterprise Edition, Professional Edition with API access, Unlimited Edition, and Performance Edition.


In this article

Prerequisites

You must complete the install and configuration steps in the help article Integrate with Salesforce and Create cases in Salesforce before you can proceed with the configuration steps in this article.

You will need to have access to the same Salesforce Sales Cloud account that was used to configure your existing integration with Salesforce. Kustomer will connect to Salesforce Sales Cloud using OAuth 2.0. You'll need to have access to a Salesforce account that has the requisite permissions to access API.

Lastly, in order to add the component to a page, the Salesforce instance must be on a My Domain.

Note: The Salesforce app in the Kustomer App Directory does not need to be updated to add this functionality. If the Case Create feature is set up with the Salesforce managed package v1.1.2 or later, you'll be able to set up the conversation view.

How does Conversation View work?

Any case created by the Salesforce app's Case Create feature will retrieve and display a conversation view for that case directly within the Salesforce platform on the case page. Users can view Kustomer conversation messages for any message channel supported by the Kustomer platform, and view or download attachments for those messages from within Salesforce.

This conversation is entirely read-only, and cannot be edited by users from within Salesforce Sales Cloud.

Update managed package

The first step in this process will be to update the Salesforce managed package to the latest version, if you haven't already done so. If you've just finished the Salesforce Case Create setup before arriving at this article, you can skip to the next step.

  1. In Kustomer, go to Apps > Salesforce.
  2. Select the Data Sync tab.
  3. Verify if the managed package add-on needs to be updated. If the status is listed as Installed, you can skip to the next section.
  4. If the status is listed as Update Available, use the Update link to be taken to the Salesforce site where you can proceed with setup.
  5. Sign in to the Salesforce site as an administrator.
  6. Select Install for All Users.
  7. Check the box that acknowledges you are installing a non-Salesforce application.
  8. Select Install.
  9. Accept *.sentry.io as a trusted site when prompted. (Sentry is a monitoring platform we use to log any errors that occur in our custom components.)

Apply a token to named credential

Next, you'll create an API key in Kustomer to use with the Salesforce integration.

  1. In Kustomer, go to Settings > Security > API Keys to create an API key in Kustomer with the following roles:
    • org.permission.message.read
    • org.permission.customer.read
    • org.permission.conversation.read
    • org.permission.user.read
    • org.permission.attachment.read
  2. Copy the created API token to your clipboard.
  3. Log in to your Salesforce Sales Cloud site and select Setup.
  4. From the left sidebar, use the Search field to locate and open the Named Credentials settings.
  5. Find the Kustomer API named credential in the list, then select Edit.
  6. Paste the API key from Kustomer into the Password field.
  7. Select Save.

Add the Kustomer component to the case page

Now that you've connected your Kustomer account to the named credential endpoint, you'll set up how Kustomer Case Conversations appear to users who view the case on the Salesforce site.

  1. Go to the case page in Salesforce.
  2. Select the gear icon in the toolbar, then select Edit Page.
  3. Find the Custom - Managed category in the Sidebar to locate the Kustomer_Case_Conversation component, then drag it to wherever you'd like to place it on the page.
  4. To enable agents to view this page, select the Activation button in the toolbar.
  5. Follow the instructions to set the page as the Org Default, App Default, or to activate it for certain record types or profiles as you prefer.
  6. Select Save, then use the back arrow at the top-left corner of the page to exit.