Configure b+s Callback Scheduler Agentforce Action

Configure the Flow

• Open Setup > Flows
• Find and click on the b+s Schedule Callback Flow Autolaunched Flow Template
• In the Flow Builder that opens, click on the Save As New Flow button
• Set the desired Flow label, press Tab to autocomplete the Name field, then click on the Save button
• Open the newly created Flow in edit mode

Configure the Callback handler

b+s Callback Scheduler Agentforce Action provides a more simplified handling of the callback request to the Cisco WxCC API. Using the Flow, you can configure the data that is sent to the Create Task API endpoint of the Cisco WxCC API, based on your Cisco WxCC instance.

Cisco WxCC Create Task endpoint ref

Configure the entryPointId

• In the Flow Builder, click on the toolbox icon on the top left of the editor to expand the Toolbox panel
• Click on the variable entryPointId
• Change the Default Value using a valid entryPointId (Outdial Entry Point, Channel Type Outbound Telephony) value from your Cisco instance. This will be used as a fallback entryPointId if nothing matches the language provided.
• In the Flow Builder, double click on the Define Entrypoint node to expand its configuration panel on the right side of the screen
• Use the Outcomes section to define the supported languages. Use the existing languages as example to create new ones.
• Delete any language that is not supported by your Cisco WxCC instance
• For each language choice, double click on the Assign entrypoint [language] node and set the related entryPointId
• Double click on the Entrypoint fallback and set the fallback entryPointId to be used (as previously defined in the entryPointId variable)

Prepare the Callback Request Body

• Double click on the Prepare Callback Request Body node
• Check that the values used for outboundType, mediaType, callbackOrigin and callbackType are correct for your Cisco WxCC instance. If unsure, rely on the official Cisco docs
• Do not add additional parameters, since they will not be sent to the API. If any additional parameter is required, contact b+s support

Save and Activate the Flow

• Click on Save button
• Click on Activate button

Assign permission sets

• Open Setup > Permission Sets
• Search for and click on b+s Agentforce Permissions
• In the Apps section, click on Object Settings
• Search for User External Credentials and make sure that only the Read permission is enabled
• Go back to the Permission Set overview and click on External Credential Principal Access in the Apps section
• Make sure that the principal WxCC_API is present in the list

If any of the steps above is not as expected, you need to clone the permission set:

• Open the b+s Agentforce Permissions permission set
• On the top of the page, click on the Clone button
• Provide a label for the new Permission set
• Repeat the steps above

Assign the permission set to the Agentforce User:

• Open the b+s Agentforce Permissions permission set (or the cloned one)
• Click on Manage Assignments
• Add the Agentforce users (with Profile Einstein Agent User and user license Einstein Agent)

Configure the Auth Provider

• Open Setup > Auth. Providers

• Click on WxCC_API

• Click on Edit button

• Set the Consumer Key of your WxCC App

• Set the Consumer Secret of your WxCC App

• Click on Save button

• Copy the Callback URL from the Salesforce Configuration section on the bottom of the page and paste it in the Redirect URI(s) field in the Webex-cx App configuration page

Configure the connection to Cisco WxCC API

• Open Setup > Named Credentials
• Find and click on WxCC EU2
• Make sure that the URL points to the correct WxCC instance (double check the tenant, i.e. eu2)
• Click on WxCC_API in the Authentication > External Credential section
• In the Principals section, click on the arrow button in the Actions column, then click on Edit
• In the Scope field, paste the following value:

cjp:user

• In the Principals section, click on the arrow button in the Actions column, then click on Authenticate
• Insert the Webex username and password of the user on whose behalf the requests will be sent to the Cisco WxCC API
• If the credentials are correct, Approve the OAuth App in the Salesforce page that opens
• If the approval succeeds, the Authentication Status under Principals now shows Configured

Create the Agentforce Action

• Open Setup > Agent Actions

• Click on the New Agent Action button

• From Reference Action Type, select Flow

• As Reference Action, select b+s Custom Callback Scheduler

• Set a label and name or leave the default ones

• Click on Next button

• As Agent Action Instructions copy/paste the following: Use this action when the user needs to schedule a callback. It receives a contactId as string, phoneNumber as string and sends them to a flow for processing

  ### Inputs

language

Instructions: Preferred language to be used for the call back that was specified during the chat or call by the customer Require input: checked Collect data from user: checked

phoneNumber

Instructions: Phone number of the customer used for the call back that was specified during the chat or call by the customer Require input: checked Collect data from user: checked

apexOutput

Instructions: Display the returned value in this variable as text Filter from agent action: not checked Show in conversation: checked

• Click on the Finish button

The newly created Agentforce Action is now visible in the Agent Actions list and indicated with a New badge.

Create the Topic and add the Action to the Agentforce Agent

• Open Setup > Agents
• Click on the Agent of type Service Agent to which the action must be added. If no Service Agent agent exist, create a new one
• Click on the Open in Builder button
• Make sure that the Agent is not Active (the button on the top right of the page must show Activate). If the Agent is active, de-activate it
• Click on the # first item of the left sidebar to expand the Topic Details panel
• Click on New button and select New Topic
• In the Create Topic dialog, copy/paste the values as follows:

Topic Label

Schedule Callback

Classification Description

Use this topic when a user wants to schedule a callback with an agent.

Scope

Retrieve the phone number and language from the customer and pass them to the callback scheduler action.

Instruction

Before running the action, ask the user to provide the language they prefer to speak during the call (valid options are: English or German) and pass it to the action.

Instruction (add an additional instruction)

Before running the action, ask the user to provide a phone number they want to be called back on (make sure it contains the international prefix, if not, ask the User to provide the full number) and pass it to the action.

• Click Next button
• Search for the Action previously created (b+s Custom Callback Scheduler or the custom name set) and check the checkbox next to it
• Click on Finish

Test a conversation with your Agentforce Agent

• In the Agent Builder, next to Conversation Preview click on the refresh button
• In the Conversation box, try the following conversation:

Note: the responses from Agentforce may vary.

• You: I want to schedule a call with an agent
• Agentforce: Sure, I can help with that. Could you please provide the phone number you'd like to be called back on (including the international prefix if applicable) and let me know if you prefer to speak in English or German?
• You: English
• Agentforce: Great! Please provide the phone number you'd like to be called back on, including the international prefix if applicable.
• You: 1234567
• Agentforce: It looks like the phone number you provided is missing the international prefix. Could you please provide the full number, including the international prefix?
• You: +4112345678
• Agentforce: Your call has been scheduled. An agent will contact you soon. If you have any other questions or need further assistance, feel free to ask!