LP Anywhere For Salesforce
The LivePerson Conversational Cloud Connector for Salesforce is a powerful tool that unifies the agent workspace experience for brands using Salesforce.
It allows agents to seamlessly accept and manage conversations from various messaging channels, all within the familiar Salesforce interface.
The first step to setting up the LivePerson Salesforce Connector is to install the LivePerson embedded UI in Salesforce.
1. Install LivePerson embedded UI
Navigate to the package list here.
Click Salesforce hot fix for the version you wish to download. The Salesforce login page appears.
Ensure that you select the latest version or version 5.3.11 and higher.
Input your Salesforce credentials and click Log in. The Install LivePerson Embedded UI page appears.
You require a Salesforce account to proceed. Click here to sign up for a Salesforce account.
The following Salesforce editions are supported:
- Professional
- Enterprise
- Performance
- Unlimited
Select Install for All Users and click Install. The Approve Third-Party Access.
Choosing "Install for All Users" doesn't instantly give all Salesforce users access to the UI. It simply ensures LivePerson can be enabled without permission problems. You retain full control over LivePerson access via Salesforce Setup's Call Center configuration.
Check the box and click Continue. The UI is installed.
Click Done. The Salesforce page appears.
Click Apps > App Manager. The App Manager appears.
Find Sales Console click the arrow and click Edit. The App Settings page appears.
Click Utility Items. The Utility Items page appears.
Click Add Utility Item, scroll down to Custom Managed and select LivepersonAura.
Change the panel width to 400 and the panel height to 600 and click Save.
The settings are saved.
Return to the Salesforce page and search for Tusted URLs.
Ensure that the listed URLS are present. For each site please ensure the check for connect-src (scripts) is checked.
To view this setting click the Edit option next to the URL.
The next step is to set up user permissions. This includes giving the API user the necessary permissions to update task records and set relationships, as well as assigning the appropriate roles to both the API user and end-users in Salesforce.
Once you have set up user permissions, you can link your LivePerson account to your Tenfold account and turn on messaging features.
2. Tenfold Account Setup
Navigate to https://dashboard.tenfold.com and log in with your credentials. The Tenfold dashboard appears.
You are required to have created a Tenfold account prior to this step.
Click Company settings > CRM. The CRM page appears.
Select the following from the dropdowns:
- CRM: Select Salesforce from the dropdown and select Default
- Authentication Type: Select Default if the connection is configured through OAuth, if not configured through OAuth select Credentials and provide client ID and Client Secret into the fields that appear.
Once done, click Save. The Allow Access page appears.
Click Allow.
The CRM is connected.
2.1 Enable Messaging Configuration
Click Company settings > Messaging. The Messaging page appears.
Check the Enable Messaging for this organization option.
Provide the following:
- Liveperson Dropdown: Select LivePerson from the dropdown.
- Authentication Type: Select Login with credentials from the dropdown.
- Account Id: Provide your conversational cloud Account Identification number.
- Username: Provide your conversational cloud Username.
- Password: Provide your conversational cloud Password.
Once done, click Save.
Note:
- If the brand restricts IP addresses that may interact with Salesforce, several Tenfold IPs must be whitelisted.
- Brand LivePerson accounts must be whitelisted for the Messaging SDK to work.
The configuration is added and saved.
2.2 Setup Agents
To access LivePerson in Salesforce, agents must be managed in Tenfold. You can sync all agent users from your Salesforce or import them from a file.
To sync agents:
Log in to Tenfold, click Users > Synchronize users.
Users are synchronized. The users appear.
3. Accessing LivePerson on Salesforce
Login to your Salesforce workspace with your credentials.
Access the Sales Console by searching the app list. The Sales Console page appears.
Scroll to the bottom of the page and click LivepersonAuro to open the LivePerson UI.
Provide your Tenfold Username and click CONTINUE. The password screen appears.
Provide your Tenfold Password and click CONTINUE. The LivePerson login screen appears.
Provide your conversational cloud account number, login name, and password. Click CONTINUE.
You are logged in to the Conversational Cloud on Salesforce and the Active Conversations page appears.
Salesforce Widget
Welcome to LivePerson's Salesforce Widget guide. This document introduces the Salesforce widget, a powerful tool designed to enhance the agent experience by integrating Salesforce data directly into the Agent Workspace.
By providing agents with a comprehensive view of customer information and cases from Salesforce, this widget enables brands to deliver personalized customer experiences and streamline operational efficiency.
This guide covers the prerequisites, enablement process, access, and key components of the Salesforce widget, empowering brands to leverage the full potential of this integration.
Ready to implement the next capability? Click here to proceed.
