Playvox and Salesforce have always lived high, high in the sky - in a fluffy, airy landscape called “the cloud”. Our values go hand-in-hand, and our services couldn’t be more complementary. Check out how easily we can work together!

Note: Playvox and Salesforce communicate via REST API resources using the OAuth 2.0 protocol. To read a more in-depth technical description of that communication, please refer to Salesforce Integration - Tech Notes.

Getting Started

It should be noted that this integration works on-demand, which means that data is brought to Playvox's platform only as required. After the integration is complete, we’ll chat about some filter options that are unique to Salesforce.

Important: You’ll need to be in Admin in both Salesforce and Playvox to complete the integration.

The Process

  1. Log in to Playvox with your Admin credentials.

  2. Go to Settings > Integrations.

Go to Settings > Integrations

3. Click on the New button in the upper right corner of your screen.

Click on the New button in the upper right corner of your screen.

4. Select Salesforce.

Select Salesforce.

5. Name your Connector.

Tip: You may have multiple connections, so it’s important to be able to properly identify them (i.e. Salesforce chat 1, India emails, Technical support chat, etc.).

Name your Connector.

6. When you're finished, click Accept.

When you're finished, click Accept.

7. A popup window will appear asking for your Salesforce admin credentials. Fill in

your username and password. Then click Log In.

A popup window will appear asking for your Salesforce admin credentials. Fill in your username and password. Then click Log In.

Salesforce Actions

  1. Once the integration is complete, a confirmation banner will appear at the top of your screen. You will be redirected to your Integrations Settings Page where you'll be able to see your new connector.

2. To Import Users, go to Actions > Import Users on the right of your connector.

To import Users, go to Actions>Import Users.

You'll be able to see Imported and Unimported Users by clicking on the corresponding tab.

You'll be able to see Imported and Unimported Users by clicking on each tab.

3. To Edit your connector, go to Actions > Edit.

4. To Delete your connector, go to Actions > Delete.

Adjusting Salesforce Settings

Adjust your settings to decide what gets pulled in from Salesforce and displayed on the interactions page. You can read more about Interactions Settings in this article.

  1. To Adjust Settings, go to Actions > Settings.

To edit Settings, go to Actions > Settings.

2. Then click on the Integration Details tab.

Click on the Integration Details tab.

3. Select the Entity you'd like to edit:

  • Case Info - based on your cases within Salesforce. This is the most common Entity used between Playvox and Salesforce.

  • Chat Info - based on your LiveChat data within Salesforce.

  • Task Info - based on Tasks created within Salesforce.

  • Event Info - based on calendar Events created within Salesforce.

Select the Entity you'd like to edit: Case Info, Chat Info, Task Info, or Event Info.

4. Toggle to Activate or Deactivate display fields as desired. You may also drag and

drop to rearrange the order in which these fields appear in the interaction.

Then, Activate or Deactivate fields as desired. You may also drag and drop to rearrange the order in which these fields appear in the interaction.

5. To view your Salesforce interactions, go to Quality > Interactions.

To view your Salesforce interactions, go to Quality > Interactions.

Salesforce Filters

  1. Click on Create Filter.

Note: To read more about filters in general, check out Creating Customer Interaction Filters and Selecting Customer Evaluations.

Click on create filter. To read more about filters, check out Creating Customer Interaction Filters and Selecting Customer Evaluations

2. Name your Filter.

Name your Filter.

3. Type in a brief description if you'd like.

Type in a brief description if you'd like.

4. Then, select the connector you made in the previous steps.

5. Select your Entity. Salesforce has the following options depending on your settings:

  • Case

  • Task

  • Event

  • Chat

Select your Entity. Salesforce has the following options:

6. After selecting your entity, you’ll have the option to Add a Custom Query or Add

a Filter Group.

  • Add custom query to create custom fields. From here, you will have the option to Run Query or Delete.

Note: Custom Queries are intended for Salesforce experts with technical expertise.

  • Add filter group to create rules that your filter will follow.

You may add as many groups or filters within the group as are field selections.

7. Select date filter, decide whether or not you'd like to lock date range, and select

your User ID field and Transaction ID field.

8. From here, you may select and add display fields. Click Make Public to make the

filter available to everyone.

Note: Some display fields will have popup windows that require more information.

From here, you may select and add display fields. Select Make Public to make the filter available to everyone.

9. When you've finished creating your filter, click Save.

When you've finished creating your filter, click Save.

10. You'll now be able to see your filter under Select Filter on the Interactions page.

You may also adjust the date range to filter information.

You'll now be able to see your filter under Select Filter on the Interactions page. You may also adjust the date range to filter information.

Great work! Your customer service experience just got a whole lot better! Check out the following articles if you feel like rounding out your Playvox knowledge.

Playvox Integrations: Basic Information

Creating Customer Interaction Filters

Selecting Customer Interactions

Salesforce Integration - Tech Notes

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