With out-of-the-box support for Salesforce Open CTI, you can now power your Salesforce environment with omnichannel communications offered by Flex. Both Salesforce Classic and Lightning Experience integrations are supported, allowing you to use Flex directly within your Salesforce instance.
In this guide, you will learn how to configure Flex within Salesforce, configure outbound calling, enable SSO (Single Sign-On), and launch your integration.
Let's get started!
The Flex Salesforce integration embeds the Flex agent user interface directly into the Salesforce application and creates a single source of truth for agents.
As part of the Salesforce integration, the following features are supported within Flex:
Parameter Name | Description |
---|---|
Workflow SID (Optional) | If you want to use a different Workflow than your default Workflow, enter the Workflow SID. If not, leave it empty. If you are not sure what this is, then leave it empty. |
Task Channel SID (Optional) | If you want to use a different Task Channel than the default Voice Channel, enter the Task Channel SID here. If not, leave it empty. If you are not sure what this is, then leave it empty. |
Salesforce Base URL (Required) | Register your Salesforce domain(s) on the Flex Settings page in the Twilio Console. For more details, see Securely iframe Flex in your application. |
SSO | Select this option if you want to deploy the Flex-Salesforce Integration using Single Sign-On (SSO). Always check this option if you are operating in a production environment. Leave this unchecked if you are planning to test the integration using your Twilio Account or Project login credentials. |
Log | Decide when you'd like to log a task in Salesforce: when a task starts, is completed, or switched. |
Flex generates different Call Center Definition files depending on whether you choose to use SSO or not. If you indicated that you are planning to use SSO during the configuration step, you must update the "CTI Adapter URL" in your Call Center Definition file. Your file will contain: https://flex.twilio.com/yourRuntime-Domain-3869?path=/agent-desktop.
Update "yourRuntime-Domain-3869" to match your Twilio Flex Login Link. You can find this Login Link on the SSO Configuration page within the Twilio Console.
Once setup is complete, Salesforce users in your Contact Center can see the Flex agent UI in your chosen App in Salesforce.
That's it! See our guide on Call Flows to take it for a spin.
Agents must search for the Salesforce record of the relevant phone number before beginning an outbound call. This is to ensure the outbound call will be logged to the correct Salesforce record.
To uninstall the package in Salesforce, follow Salesforce's Uninstall a Managed Package.
Now that you've integrated Flex with your Salesforce instance, learn more about customizing your integration and managing interactions with your users: