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Version: 5.13

Configure the package

Assign the required licenses and permission sets​

Assign the following permission sets to your Bring Your Own Channel agents to ensure they have the necessary permissions to utilize the Bring Your Own Channel features in Salesforce:

  • Contact Center Bring Your Own Channel User
  • b+s Partner Messaging for Webex Connect - Agent

The package configuration admin must have the b+s Partner Messaging for Webex Connect - Configuration Admin permission set assigned.

Grant special permissions to access the packaged Platform Events​

Grant the SCRT2 Integration User permission set Read and Create access to the custom platform event installed with b+s Partner Messaging for Webex Connect:

  • From Setup, in the Quick Find box, enter Permission Sets, and then select Permission Sets
  • Click on SCRT2 Integration User
  • Click on Object Settings
  • Find and click on b+s BYOOTT Platform Events
  • Click Edit, and select the Read and Create checkboxes
  • Click Save

Create the Messaging Channel​

  • From Setup, enter Messaging Settings, and then select Messaging Settings
  • Click on New Channel button
  • Click on Start button
  • Under Bring Your Own Channels click on b+s Connects - Webex Connect Channels
  • Give your Messaging Channel a name
  • Click anywhere to automatically populate the Developer Name field
  • Save your changes

You will be redirected automatically to the newly created Messaging Channel page.

  • In the Conversation Channel Definition section, click on Modify Conversation Channel Definition button
  • Select the Interaction API Connected App created during package installation
  • Save your changes
note

When at least one Messaging Channel already exists and is linked to a Conversation Channel Definition record, any newly created Messaging Channels will automatically use the same Conversation Channel Definition, and therefore the same Connected App. Salesforce documents this as a consideration/limitation

  • In section Omni-Channel Routing, click Edit.
  • Select Omni-Queue as the Routing Type (if a different routing type was set up during the installation step, select the required routing type)
  • Select the Queue created during the installation step
  • Save your changes

Activate the Messaging Channel​

In order to activate the Messaging Channel just created, click on the Activate button on the top right of the page. The Messaging Channel can be deactivated at any moment.

Configure b+s Partner Messaging for Webex Connect​

In order to send and receive requests to the Salesforce Interaction Service API, b+s Partner Messaging for Webex Connect simplified an otherwise complex authentication mechanism. To complete this step, make sure you have the following data at hand:

From the Interaction API Connected App created during package installation:

  • The Consumer key

and one of the following:

  • The Unique Name of the Certificate stored in Salesforce Certificate and Key Management
  • The private key (file named server.key)

Create a default Configuration record​

  • Click on the 9-dot menu (App Launcher) > View All > Find and click on b+s Partner Messaging Configurations

  • Click on New button and fill in the required fields:

    • Is Default*: Set the checkbox to true to make this configuration the default one
    • Connected App Client Id: use the consumer key of the Interaction API Connected App created during package installation
    • Certificate Name**: use the Unique Name of the certificate uploaded in Certificate and Key Management
    • Certificate Private Key*: use the private key of the certificate uploaded in Certificate and Key Management
    • Webex Tenant: Insert your Webex Connect tenant
    • Webex Service Id: Insert your Webex Connect Service Id
    • Webex Service Secret: Insert your Webex Connect Service Secret
    • Webex End Chat Event Id***: Insert the Event Id defined for the End Chat event
    • Webex Participant Changed Event Id***: Insert the Event Id defined for the Participant Changed event

    for Mutual TLS Authentication:

    • Enable Webex mTLS: Enable the mTLS configuration key by enabling this checkbox
    • Webex mTLS Api Subdomain: Insert your Webex mTLS Subdomain. Your mTLS enabled enpoint has this Format https://[mTLS Subdomain].[TENANT].webexconnect.io.
    • Webex mTLS Certificate Name: Insert the the Unique Name of the certificate uploaded in Certificate and Key Management for mTLS Authentiaction.

  • Save

* The package loads exclusively from the designated default configuration. At any given time, only a single default configuration record is permitted. If a default configuration record already exists, it must be reclassified as non-default before another record can be assigned as the default. ** Fill only one between the Certificate Name and Private key fields.
*** (optional) Ask the Webex Connect Administrator for these IDs that are setup in Webex Connect Custom Event Configuration

Trust required domains​

  • Open Setup > Remote Site Settings
  • Click on New Remote Site button
  • Add the URL in the Remote Site Url field
  • Specify any label in the Remote Site Name field.

Repeat the steps below for each URL:

- `https://[MY-DOMAIN].my.salesforce-scrt.com`
- `https://login.salesforce.com` (or `https://test.salesforce.com` if the org where the package is installed is a sandbox)
- `https://api.[TENANT].webexconnect.io` (or 'https://[mTLS Subdomain].[TENANT].webexconnect.io' if Mutual TLS is enabled on the Webex Connect Communication API)

[MY-DOMAIN] is your org's My Domain value, e.g.:

  • bucher-suter.lightning.force.com
  • becomes:
  • bucher-suter.my.salesforce-scrt.com, where 'bucher-suter' is the my domain part.

[TENANT] is your Webex Tenant

[mTLS Subdomain] is your Webex Connect Communication API Mutual TLS enabled Endpoint Subdomain