Once you have completed your prerequisites, you will set up your Salesforce environment using the following instructions.
[STEP 1] Install LivePerson Connector for Salesforce UI
The Salesforce Connector UI Package provides the user interface components needed to embed LivePerson messaging inside Salesforce. It delivers the Agent Widget (aka Agent Panel or Embedded UI), enabling agents to message with customers directly from Salesforce.
Key Functions:
- Embeds LP Messaging in Salesforce: Adds a LivePerson-powered chat panel into Salesforce Lightning pages using a Lightning Aura Component.
- Connects Agents to LP Conversations: Allows agents to send/receive messages, view transcripts, and handle multiple conversations without leaving Salesforce.
- Bridges CRM & Messaging: Displays customer info, case details, and other relevant Salesforce data alongside the LivePerson conversation.
- Supports Presence & Availability: Allows agents to set presence status and take messaging assignments while logged into Salesforce.
- Decouples from Open CTI Limitations: Because it’s built with Aura, it doesn’t rely on Open CTI, avoiding call center assignment limitations.
How to:
- Click the appropriate UI package from the LivePerson Connector For Salesforce download page.
- Production
- Sandbox
- Login to Salesforce on redirect
- You must have the proper privileges within your Salesforce instance to proceed.
- Select Install for All Users
🚨 Selecting Install for All Users does not make the UI immediately available to all of your Salesforce users. This option makes it possible to enable LivePerson for users without encountering permissions issues. You still have 100% control of who can use LivePerson via Call Center configuration in Salesforce Setup.
[STEP 2] Install LivePerson Conversation Object
The LivePerson Conversation Object is required. Its purpose is to store and sync metadata about LivePerson conversations within Salesforce. Without this, you will not be able to synchronize your messaging transcripts inside Salesforce.
Key Functions:
- Stores conversation data: It captures metadata such as Conversation ID, status, start/end times, agent info, and visitor info.
- Enables reporting and dashboards: Because the data is stored in Salesforce, you can build native reports and dashboards around LP conversations.
- Links to other Salesforce records: It can be related to leads, contacts, or cases, enabling full context of conversations within CRM workflows.
How to:
- Click the appropriate Conversation Object package from the LivePerson Connector For Salesforce download page.
- Login to Salesforce on redirect
- You must have the proper privileges within your Salesforce instance to proceed.
- Select Install for All Users
[STEP 3] Add Salesforce Utility Item
This step enables the LivePerson Salesforce Connector as a Utility Item in Salesforce (SFDC) and is how agents will access the Connector.
A Salesforce Utility Item is a component that appears in the Utility Bar. The SFDC Utility Bar is a fixed footer that provides quick access to common tools within a Salesforce Lightning App.
How to:
- In SFDC, go to Set Up
- Navigate to App Manager
- ℹ️ Tip: search "app manager" in quick find search box
- Navigate to appropriate app (i.e., Sales Console) and select edit
- Select Utility Items (Desktop Only)
- Click "Add Utility Item"
- In drop down, under "Custom-Managed", select "LivepersonAura"
- Configure Liveperson Aura component with the following:
- ℹ️ Tip: You can change the height and width but this will affect all users. Recommended minimum is 400x600
- Label: i.e., "LivePerson"
- Choose icon (optional)
- Panel Width: 400
- Panel Height: 600
- Alignment: Default will place utility item on the left side of the user’s SFDC screen. Mirrored will place utility item on the right side of user’s SFDC screen.
- ℹ️ Note: While not a configuration step, Agents will also have the option to pop out Salesforce Connector. Please see the agent guide for more information.
[STEP 4] Verify CSP Settings
During installation, URLs will automatically be added to your SFDC Content Security Policy (CSP) Trusted Site Settings. Verify these are active and set for all.
How to:
- In Set Up, navigate to Security > Trusted URLs
- ℹ️ Tip: search "CSP" or "Trusted URLs" in quick find
- Ensure each of the automatically added URLs are checked as Active and CSP Context is "All".
- firebaseio.com
- wss://*.firebaseio.com
- googleapis.com
- *.googleapis.com
- wss://*.liveperson.net
- liveperson.net
- *.liveperson.net
- liveperson.com
- *.liveperson.com
- tenfold.com
- *.tenfold.com
- wss://*.firebasedatabase.app
[STEP 5] Set Permissions
In order for LivePerson to update task records (i.e. phone calls logged to Salesforce) and properly set relationships, the API user must be higher in the role hierarchy than users of this integration.
Additionally, both the API user and end-users in Salesforce must have the appropriate roles assigned. This provides the application user with the access required to set relationships and update tasks.
We will start with System Permissions.
[STEP 5A] Verify/Enable System Permissions
The following system permissions are required for the integration.
Table 1. System permissions required for the Salesforce Integration User
Permission | Purpose |
|---|
API Enabled | Allows the LivePerson app to interact with the Salesforce API. |
Edit Tasks | Enables the LivePerson app to create and update interactions and follow up tasks. |
View Setup and Configuration | Allows LivePerson/Tenfold to dynamically build API queries based on the permission set assigned to the API User. This Permission depends on the View Roles and Role Hierarchy. |
View Roles and Role Hierarchy | This permission is a dependency of the View Setup and Configuration. |
View All Users | Allows LivePerson/Tenfold to import users into Tenfold Dashboard. |
Modify Metadata Through Metadata API Functions | Allows LivePerson/Tenfold to create the workflows and workflow rules required for omnichannel agent status updates to be pushed from Salesforce to Tenfold. |
🚨 IMPORTANT! When adjusting system permissions in the API user’s Permission Set after Tenfold has been connected to Salesforce you must re-initialize the integration by following these steps in Tenfold Dashboard.
- Login to Tenfold Dashboard
- Click Company Settings
- Select a different CRM from the dropdown list
- Immediately re-select Salesforce from the drop down list
- Re-connect Tenfold to your production or sandbox environment.
- Click Save
- Click “Synchronize Fields”
[STEP 5B] Verify/Enable Object Permissions
Each object enabled for the Tenfold integration requires Modify All and Create object permissions. If it is desired to reduce permissions further, be mindful that the Tenfold API user requires the appropriate permissions and sharing settings to read and write relevant Salesforce records and support your use case.
Table 2. Account object permissions required for the Salesforce integration user
Account Object |
|---|
Field | Permissions |
Account Name | Read Access Edit Access |
Account Owner | Read Access Edit Access |
Created By | Read Access |
Phone | Read Access Edit Access |
Table 3. Contact object permissions required for the Salesforce integration user
Contact Object |
|---|
Field | Permissions |
Account Name | Read Access Edit Access |
Asst. Phone | Read Access Edit Access |
Contact Owner | Read Access Edit Access |
Created By | Read Access |
Email | Read Access Edit Access |
Home Phone | Read Access Edit Access |
Mobile | Read Access Edit Access |
Other Phone | Read Access Edit Access |
Phone | Read Access Edit Access |
Table 4. Lead object permissions required for the Salesforce integration user
Lead Object |
|---|
Field | Permissions |
Created By | Read Access |
Email | Read Access Edit Access |
Lead Owner | Read Access Edit Access |
Lead Status | Read Access |
Mobile | Read Access Edit Access |
Name | Read Access Edit Access |
Phone | Read Access Edit Access |
Table 5. Task object permissions required for the Salesforce integration user
🚨 The Task object does not allow for control of Object Permissions in the permission set. Set the following Field Permissions on this object.
Task Object |
|---|
Field | Permissions |
Assigned To | Read Access Edit Access |
Call Duration | Read Access Edit Access |
Call Type | Read Access Edit Access |
Comments | Read Access Edit Access |
Created By | Read Access Edit Access |
Due Date | Read Access Edit Access |
Name | Read Access Edit Access |
Priority | Read Access Edit Access |
Related To | Read Access Edit Access |
Status | Read Access Edit Access |
Subject | Read Access Edit Access |
Task SubType | Read Access Edit Access |
Type | Read Access Edit Access |
LivePerson Conversation | Read Access Edit Access |
Table 6. Opportunity object permissions required for the Salesforce integration user
Opportunity Object |
|---|
Field | Permissions |
Account Name | Read Access Edit Access |
Amount | Read Access |
Created By | Read Access |
Opportunity Name | Read Access Edit Access |
Opportunity Owner | Read Access Edit Access |
Probability | Read Access |
Stage | Read Access |
Table 7. Case object permissions required for the Salesforce integration user
Case Object |
|---|
Field | Permissions |
Account Name | Read Access Edit Access |
Case Number | Read Access |
Case Owner | Read Access Edit Access |
Created By | Read Access |
Status | Read Only |
Subject | Read Access Edit Access |
Table 8. Conversation Transcript Object permissions required for the Salesforce integration user
Case Object |
|---|
Field | Permissions |
Conversation Number | Read Access Edit Access |
Account | Read Access |
Contact | Read Access Edit Access |
Lead | Read Access Edit Access |
Case | Read Access Edit Access |
Opportunity | Read Access Edit Access |
Product | Read Access Edit Access |
Transcript | Read Access Edit Access |
Created By | Read Access |
Last Modified By | Read Access Edit Access |
Status | Read Only |
Owner | Read Access Edit Access |
CSAT Score | Read Access Edit Access |
Brand ID | Read Access Edit Access |
Engagement Channel | Read Access Edit Access |
Skill | Read Access Edit Access |
Start Time | Read Access Edit Access |
End Time | Read Access Edit Access |
[STEP 5C] Verify/Enable User Permissions
🚨 ALL Users must have "Author Apex" permission. This should have been automatically applied but if it wasn't, you need to manually add the necessary Apex class.
How to:
- In SetUp, navigate to Platform Tools > Custom Code
- Click Apex Classes
- ℹ️ Tip: search "Apex Classes" in quick find
- Click "New"
- Paste the following javascript (code block)
global with sharing class ApexForLPIntegration {public ApexForLPIntegration() {}}
- Name it "ApexForLPIntegration”
Your next step is to set up Tenfold.