Installation guide
LivePerson Connector for Salesforce provides a unified and sleek agent workspace experience. Agents can login to Salesforce and directly engage with customers easily managing tasks like: accept incoming conversations across different messaging channels, seamlessly resolve customer issues & escalate/transfer conversations to other human/bot agents. Agents can communicate with consumers over familiar messaging channels within Salesforce. This includes all messaging channels supported, such as web messaging, SMS, WhatsApp, Apple Messages for Business, Facebook Messaging, brands’ mobile app, etc.
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. In addition, the LivePerson connector now supports the Salesforce Aura component as of version 5.3.11. Please follow separate steps if you would like to use the solution that does not leverage Open CTI which limits agents to be assigned to multiple call centers.
Step1.1 Installation instructions
Please be sure to follow steps in either 1.1 or 1.2 for the app install. You must then install the LivePerson Conversation object in addition as detailed below.
1.1 OPTION 1: Application Install (Salesforce Aura Lightening Component)
- Install the app package from the list of available packages provided. Please select the version 5.3.11 or higher. 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.
- If you are using Salesforce Sales Cloud, start by navigating to App Manager in the setup page.
- You will find Sales Console listed in the list of apps. Click on the arrow -> Edit on the right side
- Select Utility Items then Add Utility Item.
Please note, you may either add the Open CTI Softphone or the Custom Managed LivePerson Aura component. We strongly recommend using the LivePerson Aura component.
Add Custom Managed LivePerson Aura and then change the panel width to 400 and the panel height to 600 and then click save
Content Security Policy (CSP) Trusted Site Settings
Lastly, please note, the following URLS will be automatically added to your Salesforce CSP settings.
firebaseio.com
wss://*.firebaseio.com
googleapis.com
*.googleapis.com
wss://*.liveperson.net
liveperson.net
*.liveperson.net
liveperson.com
*.liveperson.com
tenfold.com
*.tenfold.com
For each site please ensure the check for "Allow site for connect-src" is checked.
1.2 OPTION 2: Application Install (Open CTI)
- 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
- 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. - 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. - 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! - If you are using Salesforce Sales Cloud, start by navigating to App Manager in the setup page.
- You will find Sales Console listed in the list of apps. Click on the arrow -> Edit on the right side
- Select Utility Items then Add Utility Item.
Add Open CTI Softphone and then click save
LivePerson Conversation Object Package 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 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.
User permissions
Salesforce Aura Lightening Component ONLY
All users must have the "Author Apex" permission. However, if you are unable to provide this permission, another option is to create an apex class manually in Salesforce with this boilerplate option and give individual users permission to this apex class only.
In your instance go to Setup -> Apex Classes and create a new Apex class
You'll name it ApexForLPIntegration
The class will just be boilerplate like this:
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. |
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.
- Change the selected CRM in the Tenfold Dashboard to another CRM.
- Switch the CRM selection back to Salesforce.
- Re-connect Tenfold to your production or sandbox environment.
- 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
| 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 |
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 |
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 |
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
| 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 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.
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