Salesforce integration


SmartBot360 makes it easy to have bots create Salesforce tickets. Here are the steps.

Step 1

First, from Setup, enter Apps in the Quick Find box, select App Manager, then click New Connected App on the top right.

Step 2

Enter the required information for your new connected app. Under API (Enable OAuth Settings) , click Enable OAuth Settings checkbox.

  1. Under Callback URL, enter https://{url}#/dashboard/salesforce where url is your current dashboard url. If your dashboard url is then the callback would be

  2. Under Selected OAuth Scopes, Add the following OAuth Scopes “Access your basic information (id, profile, email, address, phone)
    Access and manage your data (api), Provide access to your data via the Web (web), Full access (full), Perform requests on your behalf at any time (refresh_token, offline_access)”.

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Step 3

Under App Manager find your newly connected app, click on the bottom facing arrow on the right side of your app. Click view and you will see your Consumer Key and Consumer Secret.

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Step 4

First, go to the SETTINGS page, and under Integrations select Salesforce. Specify your Salesforce account information as shown below.

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Step 5

Go to CHATBOTS to create a Flow Diagram bot. The bot should collect some information about the end user (name and email are necessary) and then create the case. You can use the User Profile box to collect user profile information as shown below.

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Then, collect the user’s concern, again using the User Profile box as shown below, by creating a new user profile field named “user_concern”.

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Then, add a Salesforce box as shown below. Note that the four variables (user_email, user_fname, user_lname, user_phone) were collected in the first four boxes of the diagram. Only one of first or last name is needed, as they are concatenated into one name before submitting to Salesforce. When the bot execution reached the Salesforce box, SmartBot360 will create a Salesforce case for the end user specified in the four fields, with the whole conversation up to that box as the ticket content.

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