The following installation guide will provide you with everything you need to know and do in order to implement LivePerson’s Salesforce Connector. It is recommended that you read through this document, paying particular attention to the prerequisites, before you begin.
Most of the configuration is self-service and can be done without LivePerson involvement (unless you need help, of course!). This document will identify any steps that must be done by a LivePerson team member.
📢 Salesforce Connector utilizes 3 (three) systems: LivePerson, Tenfold, and Salesforce.
- LivePerson is the messaging architecture and is where you will configure/maintain conversation configurations, including bots, routing, agents, agent management, and reporting. Please note that not all features available in LivePerson's primary Agent Workspace are available in Salesforce Connector. We do our best to highlight the differences but please reach out to us with any questions.
- Tenfold powers the integration between LivePerson and Salesforce. Tenfold was acquired by LivePerson in 2021. Tenfold has many Voice based features as well but this guide will only focus on the Messaging related areas.
- Salesforce is the CRM you are implementing LivePerson’s Salesforce Connector.
The LivePerson Salesforce Connector integration utilizes Salesforce’s Aura Lightning Components which are modular building blocks that combine markup, JavaScript, and CSS to create dynamic, responsive interfaces within the Salesforce environment. By leveraging Aura components, LivePerson delivers a seamless and customizable agent experience that integrates directly into the Salesforce workspace, allowing for richer functionality and UI flexibility.
Installation Steps Sneak Peek
Here is a quick look at the various installation steps. The specific details for each step are provided on the subsequent pages.
- Make sure ALL prerequisites are in place
- Set up Salesforce
- Install the Salesforce Connector UI package in Salesforce
- Install the LivePerson Conversation Object package in Salesforce
- Add LivePerson Salesforce Connector Utility Item in Salesforce
- Verify Content Security Policy (CSP) Trusted Site Settings in Salesforce
- Verify/enable Apex permissions in Salesforce
- Set up Tenfold
- Link Salesforce and Tenfold accounts in Tenfold
- Enable LivePerson Messaging inside Tenfold
- Set up Agent User inside Tenfold
- Set up basic/core Tenfold configurations
- Set up SSO (optional - can do later)
- Test your integration
You may also decide at the time of initial implementation to set up the more advanced features. See Advanced Configuration articles for SSO, Notes, Modern Dispositions, Advanced Matching, Advanced Workflows, and more.
👍A successful installation means you are able to login to Salesforce as an agent, accept a message, converse with your consumer user, and interact with basic Salesforce objects.