How it works:

One of the steps to configure the connector is to go to the connector's Setup page and click on an Authorize button. This is to authorize the installed application with Salesforce.

 

Prerequisite:

• The package must be installed on the SF side
• The authorizations to the users must be applied

Checks:

It is possible that the Notification Streaming Channel has been accidentally deleted, so check that it is still present.

• Open the developer console:
  
  • Click on the cogwheel at the top right of the interface
  • In the drop-down menu that appears, click on Developer Console:
• In the developer console :
  
  • Enter the following query:
    

    SELECT Name FROM StreamingChannel 

  • Check that the result has a record containing:
    

    /u/iAdvize/Notifications

• If the Notification Streaming Channel has been deleted, it must be recreated:
  
  • Open the developer console by following the same steps as before
  • Open Execute Anonymous Window panel:

• Enter the following query and click on Execute :

String streamingChannelName = '/u/iAdvize/Notifications';
StreamingChannel ch = new StreamingChannel();
ch.Name = streamingChannelName;
ch.Description = 'Streaming Channel';
insert ch;

How it works:

Salesforce's integrated console allows me to chat directly with my site visitors.

Prerequisites:

• The connector must be installed on the iAdvize side
• The package must be installed and configured on the SF side

Checks:

Verify that it is possible to chat from the iAdvize console outside of Salesforce. Does it work?

If NO, then:

• Perform usage checks on iAdvize:
  
  • Is the iAdvize tag properly implemented / right SID / right environment (HA/SD)
  • Is the engagement campaign configured and activated?
  • Are the targeting and routing rules ok?
  • Is the agent connected? Check the agent's setting: language / skill / group / project
  • Does the agent have room to take a conversation?
  • If the agent has only one available seat, did he close the last conversation?

If YES, then:

• Is the website / project configured in SF the right one?
  
  • Click on App Launcher > Search iAdvize (only) and click on it > Click on the Setup tab
  • In the Website configuration section, check that the website ID matches the one you are trying to chat on.

• Does the logged in user in the console correspond to an agent of the configured website / project?
  
  • Click on Setup (the cogwheel at the top right) > Navigate to the user management: Administration > Users > Users > click on Edit next to the user / agent connected in the console
  • In the Single Sign On Information category, check that the Operator ID and SSO Token fields

How it works:

The connector allows you to chat directly in Salesforce via the iAdvize console. The user is connected and automatically recognized by iAdvize via the SSO Token property filled in the user's profile.

Prerequisite:

• The connector must be installed on the iAdvize side
• The package must be installed and configured on the SF side

Checks:

• Make sure that the Salesforce user trying to access the integrated console is attached (Operator ID and SSO Token) to an iAdvize user who has the "agent" role

How it works:

When starting a conversation, a custom iAdvize Visitor object is created and a custom iAdvize Conversation object is created.

Prerequisites:

• The CHAT-01 item must work: it must be possible to chat with a visitor from the iAdvize console integrated in Salesforce

Checks:

• Check the configuration on the iAdvize side:
  
  • Is the Salesforce App in the iAdvize Marketplace installed on the right project/site on the iAdvize side?
• Check the configuration on the Salesforce side:
  
  • Is the API configuration correct?
    Click on App Launcher > Search iAdvize (only) and click on it > Click on the Setup tab
    
    • In the API Configuration category, check that the keys and environment are correctly filled in.

As a reminder:

• iAdvize API Key corresponds to the REST API Key
• iAdvize File Api Key corresponds to the GraphQL API Key

→ The REST API Key must be linked to the website / project that is configured in Salesforce
→ The GraphQL key must be that of a user attached to the same customer account as the website / project.

How it works:

The iAdvize <> Salesforce connector allows you to create custom Visitor and Conversation objects. These custom objects contain the information that iAdvize knows about.

These custom objects are "isolated", but it is possible during the configuration in Salesforce to define a mapping to one of the Salesforce objects (Contact, Lead, Account or any custom object).

Prerequisites:

• It must be possible to chat via the iAdvize console in Salesforce
• The Salesforce objects (Contact, Lead, Account or any custom object) must already exist in Salesforce or be created dynamically via a Flow (triggered when the Visitor object is created).

Checks:

• Check the mapping configuration between iAdvize Visitor custom objects and Salesforce objects
  
  • Click on App Launcher > Search iAdvize (only) and click on it > Click on the Setup tab
  • In the Website configuration section, click on the cogwheel of the website / project for which you want to check the configuration and then on Edit.
  • In the window that opens, check in the first drop-down list (Select Salesforce object), make sure that the right Salesforce object is selected (in relation to the operation you want to set up)
  • Below, you will find two lines containing two drop-down lists:
  • These two lines allow you to define the mapping to be performed to search for the Salesforce object to link to the custom Visitor object.
  • Value lists:
    
    • Meaning:
      • left: values on the iAdvize object side
      • right: values on the Salesforce object side
    • Why two lines?
      • The two lines are cumulative, we are looking for objects that correspond to the mapping specified on the two lines, it is a logical "AND".

How it works:

When the connector configuration is correctly done, it is possible to display in a side panel next to the console the visitor information. This information is the information of one of the Salesforce objects (Contact, Account, Lead or any other custom object) related to the visitor.

Prerequisites:

• The iAdvize Visitor custom object creation must be working
• You must have configured the mapping between the iAdvize Visitor custom object and one of the Salesforce Account, Contact, Lead or any custom objects

Checks:

• Check that OBJ-02 is operational.

How it works:

The Salesforce connector allows you to create iAdvize agents from your Salesforce users by enabling the sync option in your Salesforce users' profile page.

The connector will create an agent in iAdvize based on the user's email address when saving the user's profile.

 

Technically, a workflow observes user creation and changes and triggers the emission of a message that allows you to contact an API endpoint that will trigger the creation or not of an agent in iAdvize (depending on whether the email address already exists or not).

• The sync box is checked
• The SSO Token field is not filled in
• The Sync status dropdown list is not filled in or has the value new

Prerequisites :

• Have the Salesforce <> iAdvize connector installed

Checks:

• Verify that the correct workflow that monitors user creation and changes is, enabled:
  
  • Click on ⚙️(cogwheel icon, top right) then Setup
  • In the search bar of the left menu, in the PLATFORM TOOLS category click on Process Automation > Workflow Actions > Outbound Messages
  • In the page that opens, click on the name iAdvize synchro User (NOT on the edit link)

• In the new page that opens, in the Workflow Rules Using This Outbound Message table you should have an iAdvize Send User Update rule
• Click on Activate to activate this rule