Adapters in SUVA
When you switch to the Adapters section, there are two sub-sections: 1) Adapter and 2) Salesforce Auth.
Under the Adapter sub-section, you can see three different adapters that you can configure based on the platform you use. The configuration process for each adapter is explained in the respective docs.
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You can use Salesforce Adapter to facilitate a warm transfer to live agent. Setting this up helps your end-users with both case creation and connecting to one of your support reps through the SUVA chat window.
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You can use Zendesk Adapter to configure a connection with Zendesk Chat. This ensures a smooth handoff to an agent working in Zendesk Chat when the chatbot falters in the face of a complex query for your end users.
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You can also connect the SearchUnify adapter for the LLM-powered chatbot to use it as a content layer to scan through and get the context and the content to generate responses.
When you switch to the Salesforce Auth sub-section, you can see two elements:
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Salesforce
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Case Management
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Salesforce. You can connect your Salesforce sandbox and production orgs with SUVA. This helps us obtain the required details for case management like case details (case number, comments, etc.), and agent details (Name, email address, etc.).
Connecting with your Salesforce org is easy. Select either Production or Sandbox and click Connect.
Now, you will be prompted to log into the Salesforce instance using your credentials. If you are already logged into Salesforce, you will see a Connection Successful message.
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Case Management. If you wish to use case management, you can toggle on and off based on your requirements.
This is used to enable/disable the case management feature on the SUVA chat window. Toggle it on so that your end users can use this capability. Otherwise, you can keep it off.
How the case management screen looks in the chat window and how it works are covered in this Doc - How Case Management Works in SUVA Chatbot.