TeamViewer Engage integration for Salesforce - TeamViewer Support
<main> <article class="userContent"> <p>This use-case describes the steps necessary to use TeamViewer Engage Co-Browsing and Live Chat from your Salesforce organization.</p><p><br></p><h3></h3><h2 data-id="install-teamviewer-engage-in-your-salesforce-org"><strong>Install TeamViewer Engage in your Salesforce org</strong></h2><p>TeamViewer Engage for Salesforce is available as a listing on Salesforce Appexchange.</p><p>To install the app go to salesforce AppExchange with the following link: <a href="https://appexchange.salesforce.com/appxListingDetail?listingId=a0N3u00000PG43dEAD" rel="nofollow noreferrer ugc">TeamViewer Engage for Salesforce</a>.</p><div class="embedExternal embedImage display-large float-none"> <div class="embedExternal-content"> <a class="embedImage-link" href="https://us.v-cdn.net/6032394/uploads/INITU8LFDMG6/image.png" rel="nofollow noreferrer noopener ugc" target="_blank"> <img class="embedImage-img" src="https://us.v-cdn.net/6032394/uploads/INITU8LFDMG6/image.png" alt="image.png" height="612" width="1114" loading="lazy" data-display-size="large" data-float="none"></img></a> </div> </div> <ul><li>On the listing, click on <strong>Get it now</strong> and follow the instruction to install the app in your Salesforce org.</li><li>After the installation has been completed you will receive a notification afterward proceed with the following steps for the setup of the app in your Salesforce org.</li></ul><p><br></p><h3 data-id="-1"></h3><h2 data-id="overview">Overview</h2><p>The TeamViewer Engage integration for salesforce offers enables Salesforce users to add Co-Browsing and Livechat to their Salesforce environment. For this, it provides two main entry points in the salesforce environment. Co-Browsing and Live Chat can be added to the contacts and/or case pages or as apps on the sales or service cloud pages as a Utility item.</p><p><br></p><h3 data-id="-2"></h3><h2 data-id="enhancing-the-salesforce-contact-and-case-page">Enhancing the Salesforce Contact and Case page</h2><p><br></p><h3 data-id="co-browsing">Co-Browsing</h3><p>You can embed Co-Browsing directly on your Contacts Page. Your customer will be automatically matched with the corresponding Contact. The requirement is that the customer can be identified by a tag that corresponds to one of these attributes in your Salesforce Contact: <code class="code codeInline" spellcheck="false" tabindex="0">Contact.Name</code> <code class="code codeInline" spellcheck="false" tabindex="0">Contact.Email</code> <code class="code codeInline" spellcheck="false" tabindex="0">Contact.Id</code></p><div class="embedExternal embedImage display-large float-none"> <div class="embedExternal-content"> <a class="embedImage-link" href="https://us.v-cdn.net/6032394/uploads/XNXBJYJ9HEV1/image.png" rel="nofollow noreferrer noopener ugc" target="_blank"> <img class="embedImage-img" src="https://us.v-cdn.net/6032394/uploads/XNXBJYJ9HEV1/image.png" alt="image.png" height="940" width="1921" loading="lazy" data-display-size="large" data-float="none"></img></a> </div> </div> <p><br></p><h3 data-id="live-chat">Live Chat</h3><p>The Live Chat can be embedded in the Contact Details Page and Case Details Page. When your agent resolves a webchat, speak setting the status of the webchat to <code class="code codeInline" spellcheck="false" tabindex="0">Done</code>, the Case can be automatically exported as a new Case into Salesforce.</p><div class="embedExternal embedImage display-large float-none"> <div class="embedExternal-content"> <a class="embedImage-link" href="https://us.v-cdn.net/6032394/uploads/NZW6JU5UPT9H/image.png" rel="nofollow noreferrer noopener ugc" target="_blank"> <img class="embedImage-img" src="https://us.v-cdn.net/6032394/uploads/NZW6JU5UPT9H/image.png" alt="image.png" height="1153" width="2012" loading="lazy" data-display-size="large" data-float="none"></img></a> </div> </div> <p>After resolving a case, a dialog will open that notifies the user that a new Case will be created in Salesforce. This behavior can be turned off to allow for immediate export of the case.</p><p><br></p><h3 data-id="-3"></h3><h2 data-id="customize-with-lightning-app-builder">Customize with Lightning App Builder</h2><p>Co-Browsing and Live Chat are available as Visualforce Pages. To use these in your existing Lightning Page, you need to add them through the Lightning App Builder.</p><p>Click on the settings (wheel icon) on the page you want to add TeamViewer Engage and select <code class="code codeInline" spellcheck="false" tabindex="0">Edit Page</code></p><p>This will open the page in the Lightning App Builder where you can customize the design of the Page. To add TeamViewer Engage, you need to select the Component <code class="code codeInline" spellcheck="false" tabindex="0">Visualforce</code> and place it wherever you want it to be(In our example it is placed in the middle of the page). In the settings for the VisualForce Page on the right-hand side under the attribute <code class="code codeInline" spellcheck="false" tabindex="0">Visualforce Page Name</code> choose either <code class="code codeInline" spellcheck="false" tabindex="0">VFP_CONTACTS_COBROWSING</code> for Co-Browsing or <code class="code codeInline" spellcheck="false" tabindex="0">VFP_CONTACTS_CHAT</code> for the Webchat.</p><div class="embedExternal embedImage display-large float-none"> <div class="embedExternal-content"> <a class="embedImage-link" href="https://us.v-cdn.net/6032394/uploads/1KM7NEU4WO7W/image.png" rel="nofollow noreferrer noopener ugc" target="_blank"> <img class="embedImage-img" src="https://us.v-cdn.net/6032394/uploads/1KM7NEU4WO7W/image.png" alt="image.png" height="1260" width="2290" loading="lazy" data-display-size="large" data-float="none"></img></a> </div> </div> <p><br></p><h3 data-id="-4"></h3><h2 data-id="case-import">Case Import</h2><p>If you resolve a Webchat, a new Case will be created in Salesforce. This Case will be associated with a contact if the email of the customer is provided and a contact containing this email exists. It also contains a field that stores the transcript of the webchat.</p><p>To create cases in Salesforce immediately, go to <code class="code codeInline" spellcheck="false" tabindex="0">Settings -> Connections -> Salesforce</code> and mark the checkbox.</p><p><br></p><h3 data-id="-5"></h3><h2 data-id="troubleshooting">Troubleshooting</h2><ul><li>Make sure that under <code class="code codeInline" spellcheck="false" tabindex="0">Setup -> Apps -> Connected Apps -> Manage Connected Apps -> Engage Connector</code> the field <code class="code codeInline" spellcheck="false" tabindex="0">Permitted Users</code> is set to: <code class="code codeInline" spellcheck="false" tabindex="0">Admin approved users are preauthorized</code></li><li>The email address used by the Salesforce user must be the same as set up in TeamViewer Engage</li><li>If the error “Oops, there was an error rendering Canvas application...” appears, then: go to the Connected App via the link provided and enable <code class="code codeInline" spellcheck="false" tabindex="0">User Profiles</code> who can use the app under <code class="code codeInline" spellcheck="false" tabindex="0">Profiles-> Manage Profiles</code></li></ul><div class="embedExternal embedImage display-large float-none"> <div class="embedExternal-content"> <a class="embedImage-link" href="https://us.v-cdn.net/6032394/uploads/ZPWI76YWY3CP/image.png" rel="nofollow noreferrer noopener ugc" target="_blank"> <img class="embedImage-img" src="https://us.v-cdn.net/6032394/uploads/ZPWI76YWY3CP/image.png" alt="image.png" height="1260" width="2290" loading="lazy" data-display-size="large" data-float="none"></img></a> </div> </div> <p><br></p> </article> </main>
