Currently, the Social25 chat window can be used in two ways: through a VisualForce page or a Lightning Component. From January 31st 2020, we will deprecate the VisualForce chat window and will no longer support it. You will only be able to use the Lightning Component, which comes packaged with Social25. If you are still using the VisualForce page, you need to replace it with the new chat window / Lightning Component.
Before setting up the new component, please check the Social25 Config settings.
Check the Social25 Config Record
Every Social25 installation needs at least one fully set up Social25 Config Record with an active configuration. Please check if all the fields in these settings have values. Make sure you are in the Social25 app and have selected the Social25 Configs tab.
Navigate to the Alllist view to check for any existing configurations
Check if there is an existing record and open it.
Check if all the information is in place according to the following table:
Every Social25 installation needs at least one active configuration to work properly
This is the name of the Social25 configuration and is only used for easy identification
Specify the information as defined in the screenshot below:
The Connected App you want to use
Select the environment you use. This setting points to the 'Herokuapp_Environments' custom metadata type. This type contains three predefined environments: Production, Acceptance and Dev
The Consumer Secretof your Connnected App
After filling in field 1, 2 and 3, hit the Get TenantIdbutton. This will fill the Tenant Id
If your organisation uses theSalesforceSocial Persona object -which comes with Salesforce Social Customer Service-, you can also use this object withSocial25. In order to do so, create a lookup on theSocial25 Heroku Messageobject to theSalesforce Social Personaobject and specify it in this field. If you do not use the standardSalesforce Social Personaobject, you can leave this blank andSocial25will use its ownSocial25 Personaobject to capture social profiles
Specify which object you want to use the Social25 chat canvas on. When a new message comes in, a record of this type will be created to which the conversation will be associated. Selecting Nonewill only insert Social25__Heroku_Message__c records for each inbound/outbound message, allowing you to build any logic around this as fit.
LEAD / CASE / OPPORTUNITY LINKING SETTINGS
Specify settings specific toLeads,CasesorOpportunities. Also set a default value for any required fields.
SpecifyAccountandContactspecific settings and required fields
If all information is set up, you are good to go. If details are missing, please provide the Social25 team with the information in the following table. You can send this via email to firstname.lastname@example.org.After getting confirmation that your tenant has been setup correctly , please fill all the fields in the Social25 Config settings (see table above) with the provided details.
The18 digit organisation IDof your Salesforce instance.
Please note that it has to be the 18 digit organisation ID, not the 15 digit id. You can usethis toolto convert the id.
Yes / No
The My DomainURL of your Salesforce instance, if applicable
Integration User Salesforce Account
Theusernameof the integration user.Make sure this user has a First and Last name
Thepasswordof the integration user (preferably this password does not expire)
The integration user'ssecurity token
You don't have to provide these.Make sure that the user has both theSocial25 licenseand theSocial25 permission set.
In Setup, search for Appsand select Appsunder Create. Scroll down to the Connected Appsrelated list and click on the connected app you created above.The Consumer Key and Consumer Secret are located under API (Enable OAuth Settings)
In Setup, search for Appsand selectApps under Create. Scroll down to the Connected Appsrelated list and click on the connected app you created above.The Consumer Key and Consumer Secret are located under API (Enable OAuth Settings)
If you are using a development or acceptance environment as well make sure to provide the credentials above multiple times for every instance that needs to be connected.
** Since the Social25 API utilises the Salesforce API it's highly recommended to set the disable the password expiration for these accounts
Configure the Lightning Component
The Lightning Component is only available in Salesforce Lightning Experience
You can set up the Lightning Component as follows: