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Link your iAdvize and Salesforce users

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🆕 Changes from package 2.30 - SAML SSO authentication

Since package 2.30, a new authentication method is available: SAML SSO. This more secure protocol will replace the old mechanism based on SSO Token + Operator ID, which is now deprecated.

The two methods will coexist during the transition period: if your users are already configured with the old system, they will continue to function normally. No action is required on their part.

👉 See Option 3 - Authentication via SAML SSO below.

⚠️ Setting up SSO SAML requires dedicated support and incurs a specific cost. Contact your CSM (Customer Success Manager) to discuss this before you start.

There are three possibilities:

  • Your users have profiles in both iAdvize and Salesforce: you can manually link their profiles together → Option 1
  • Your Salesforce users do not have iAdvize profiles: you can automatically create an iAdvize agent based on your Salesforce users → Option 2 (synchronization)
  • You are using package 2.30+ and want to use the SSO SAML protocol for authentication → Option 3 - SSO SAML

Option 1: Manually link your existing iAdvize users to your Salesforce ones

⚠️ SSO Token and Operator ID deprecated as of package 2.30

The method of linking via SSO Token and Operator ID has been deprecated since package 2.30. It remains functional during the transition period for users who are already configured. For new installations, we recommend using Option 3 - SSO SAML.

1. Prerequisites

The user page layout must be customized to display the iAdvize fields that enable synchronization between iAdvize and Salesforce users.

Read this article to learn more about this step.

2. Find the iAdvize Operator ID and SSO Token

  • Log-in to the iAdvize Administration platform
  • Click on People > Management
  • Find the agent you want to link to salesforce

2.1. Find the Operator ID of your iAdvize agent

With your mouse, hover the đź–‹(pencil icon) at the right of the agent line. His Operator ID number will display at the bottom of your browser - see screenshot below:

 

2.2. Find the SSO Token

  • Please get in touch with your Technical Project Manager.

3. Update the Salesforce user profile with the iAdvize information

  • Enter the Setup menu
  • Go to Users > Users
  • Click on the Edit button of the user you want to update
 
  • Fill the SSO Token and Operator ID fields then click on Save
 

Option 2: Automatically create iAdvize agent based on your existing Salesforce users

The iAdvize agent will be created with the following mapping:

iAdvize
Salesforce
First Name
First Name
Last Name
Last Name
Email address
Email
User Name
Alias
 

⚠️ Note that to complete your user profiles you have to go to the iAdvize administration platform. For instance you may want to change or add the number of chats handle simultaneously, the skills, the language, the user profile to supervisor or administrator, etc.

On Salesforce, enter the Setup menu

  • Go to Users > Users
  • Click on Edit on the user you want to create an iAdvize agent profile with
 
  • Tick the sync checkbox. It indicates to Salesforce that this user profile must be created on iAdvize
  • Click on Save to trigger the process

⚠️If the email of the Salesforce user you are trying to synchronise already exists in iAdvize, the iAdvize agent will not be created.

Option 3: Authentication via SAML SSO (package 2.30+)

Since package 2.30, the Salesforce connector is compatible with the SAML SSO protocol. This authentication method is gradually replacing SSO Token and does not require any information to be entered in the Operator ID or SSO Token fields in Salesforce user profiles.

  1. Prerequisites


⚠️ Setting up SSO SAML requires specific support and incurs a cost. Contact your CSM before you start.

2. Actions required depending on your users' profiles

Once the feature is enabled, here is what applies to your users depending on their situation:
 

  • iAdvize users connected via SSO, already linked to Salesforce (via Operator ID + SSO Token)

âś… No action required.
As the SSO Token is deprecated, it will no longer be used. The Operator ID does not need to be entered. Your users will continue to access the iAdvize console via SAML: by clicking on “Log in,” they will be redirected to the Identity Provider (IdP) screen and then authenticated.
 

  • iAdvize users connected via login/password, already linked to Salesforce (via Operator ID + SSO Token)

âś… No action required.
The deprecation of the SSO Token does not affect their authentication method. They will continue to log in via login/password as they do today. The Operator ID does not need to be entered.
 

  • iAdvize users connected via SSO, not yet linked to Salesforce

âś… No specific action required for the transition to SAML.
They will automatically use the SSO SAML flow to access the console once the feature is activated. The Operator ID does not need to be entered.
 

  • iAdvize users connected via login/password, not yet linked to Salesforce

âś… No specific action required.
The deprecation of the SSO Token does not affect them. They will continue to log in via login/password. The Operator ID does not need to be entered.
 

  • New users created after SAML SSO activation

⚠️ Manual account creation required.

Auto-provisioning is not supported. iAdvize accounts must be created manually, as is currently the case. Once created:

  • SAML users will authenticate via their IdP.
  • Other users will authenticate via login/password.

In all cases, the Operator ID does not need to be entered.

 

 

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