Salesforce Adapter

SUVA offers several response types in the default setup, including connecting it with Live Agent and creating case via chatbot. This article is for you if your support team relies on Salesforce to assist customers. Using Salesforce Adapter, you can configure the virtual agent so that whenever the customer wants, they can connect with one of your reps through the virtual agent chat window.

Connect SUVA with Salesforce Live Agent

The configuration is straightforward.

  1. Edit an Virtual Agent. Switch to the Adapters tab and select Salesforce.

  2. A new screen will pop up where you are asked to add the following information: Live Agent Chat URL, Salesforce Site URL, Button ID, Deployment ID, and Org ID. The process of obtaining all the details except Salesforce Site URL is explained on Get Chat Settings from Your Org.

    The Salesforce Site URL is the web address of your Salesforce Community.

  3. Click Save.

Verifying the Configuration

To confirm whether the adapter is successfully configured, open an agent for editing and navigate to Story Board. Select an Intent that will trigger the connection. If you can see Salesforce Adapter from Responses, the configuration has been successful. The details are on Get to Know SUVA Response Types: Adapters.

Verifying its Usage

An end user can connect with a support rep on Salesforce when the Intent selected in Configure is triggered. The chat with the rep takes place in the same window as the chat with the Virtual Agent.

Last updatedWednesday, April 10, 2024

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