Installation guide

This guide provides an overview of the tasks that should be completed to enable the LivePerson Agent Widget in Salesforce. 

Step 1: Install the LivePerson embedded UI in Salesforce

Brands can either find the LivePerson Contact Center solution in Salesforce App Exchange or they could install the embedded UI using the provided link with the latest build. Please note, the steps below are provided for the Saleforce lightning setup that is supported with this application.

Step1.1 Installation instructions 

Application Install

1. Install the app package from the list of available packages provided. Select Install for All Users when installing the UI.
   
   Note
   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.
   
   

Salesforce connector - installation guide

1. In the Salesforce UI, click the Setup link in the top right.
   In the quick search box, search for Call Centers and select LivePerson Embedded UI.
2. Select Manage Call Center Users.
   A list of users enabled for LivePerson messaging displays.
   NOTE: If this is a fresh install, the list may be empty. Select Add More Users to add users to the call center for LivePerson messaging.
3. Search for the usernames that should be able to use LivePerson Messaging, select them, and then click Add Users.
   Your basic contact center is now configured! 
4. If you are using Salesforce Sales Cloud, start by navigating to App Manager in the setup page. 
5. You will find Sales Console listed in the list of apps. Click on the arrow -> Edit on the right side
6. Select Utility Items then Add Utility Item.
   Add Open CTI Softphone and then click save.
7. Go to Sales console and find the LivePerson Agent window at the bottom. 
8. If you are using Salesforce Lightning you must now add LivePerson messaging as a utility item to each Lightning app your agents are using.
   Start by navigating to App Manager in the setup page.
9. Select the dropdown to the right of the Salesforce Lightning app you would like to update and select edit.
10. Select Utility Items then Add Utility Item.
    Add Open CTI Softphone and then click save.
     

LivePerson Conversation Object Install

Install the Conversation Object using the link provided. Select Install for All Users when installing the UI. This will create the new LivePerson Conversation object in your Salesforce instance. 

Step 1.2 User Permissions 

Role setup

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.

For example:

Permissions

LivePerson/Tenfold leverages an API user to establish the initial integration, obtain the Oauth token, and perform all API calls/writes to the SFDC instance.

The below section outlines the out of the box permission requirements for the core integration. 

Alternatively, you may connect Tenfold to Salesforce via an Administrator account which provides sufficient privileges for the integration.

System permissions

The following system permissions are required for the integration.

Table 1. System permissions required for the Salesforce integration user

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.

1. Change the selected CRM in the Tenfold Dashboard to another CRM.
2. Switch the CRM selection back to Salesforce.
3. Re-connect Tenfold to your production or sandbox environment.
4. Click the “Synchronize Fields” button in Tenfold Dashboard > Company Settings > CRM.

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

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Table 3. Contact object permissions required for the Salesforce integration user

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Table 4. Lead object permissions required for the Salesforce integration user

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Important

The Task object does not allow for control of Object Permissions in the permission set. Set the following Field Permissions on this object.

Table 5. Task object permissions required for the Salesforce integration user

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Table 6. Opportunity object permissions required for the Salesforce integration user

Table 7. Case object permissions required for the Salesforce integration user

Table 8. Conversation Transcript Object permissions required for the Salesforce integration user

Step 2: LivePerson/Tenfold Account  Setup

Please contact your Customer Success Manager for further assistance with the setup or fill out your details here and someone from our team will contact you shortly. 

Once your Tenfold Account is enabled, the link to the LivePerson account can be established and messaging features can be turned on with the following instructions.

Step 3: Ensure your Agents can login to their workspace in Salesforce

Share the user credentials with the agents and ensure they are able to login to the Conversational Cloud and then the application in Salesforce. 

See our FAQs for more information.