How to configure the new chat window for Social25?

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.

  1. Navigate to the All list view to check for any existing configurations

  2. Check if there is an existing record and open it. 
  3. Check if all the information is in place according to the following table:

Active Configuration

Every Social25 installation needs at least one active configuration to work properly
Configuration NameThis is the name of the Social25 configuration and is only used for easy identification
Connected App

Specify the information as defined in the screenshot below:

  1. The Connected App you want to use
  2. 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
  3. The Consumer Secret of your Connnected App
  4. After filling in field 1, 2 and 3, hit the Get TenantId button. This will fill the Tenant Id
  5. Fill in the Pusher ID. If you don't have this, please reach out to
  6. Select the options you want to support
  7. Define how messages should be sent from the chat window
  8. Fill in the Giphy API key. If you don't have this, please reach out to

Social Persona

If your organisation uses the Salesforce Social Persona object -which comes with Salesforce Social Customer Service-, you can also use this object with Social25. In order to do so, create a lookup on the Social25 Heroku Message object to the Salesforce Social Persona object and specify it in this field. If you do not use the standard Salesforce Social Persona object, you can leave this blank and Social25 will use its own Social25 Persona object to capture social profiles

LINK OPTIONSpecify 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 None will 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 SETTINGSSpecify settings specific to Leads, Cases or Opportunities. Also set a default value for any required fields.

ACCOUNT SETTINGSSpecify Account and Contact specific 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 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.

Salesforce InstanceOrganisation ID

The 18 digit organisation ID of your Salesforce instance.

Please note that it has to be the 18 digit organisation ID, not the 15 digit id. You can use this tool to convert the id. 

SandboxYes / No

My DomainThe My Domain URL of your Salesforce instance, if applicable

Integration User Salesforce AccountUsernameThe username of the integration user. Make sure this user has a First and Last name

PasswordThe password of the integration user (preferably this password does not expire)

Security TokenThe integration user's security token

PermissionsYou don't have to provide these. Make sure that the user has both the Social25 license and the Social25 permission set.

Connected AppConsumer KeyIn Setup, search for Apps and select Apps under Create. Scroll down to the Connected Apps related list and click on the connected app you created above.The Consumer Key and Consumer Secret are located under API (Enable OAuth Settings)

Consumer SecretIn Setup, search for Apps and select Apps under Create. Scroll down to the Connected Apps related 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:

  1. Make sure My Domain is enabled on your org, in order to allow Custom Lightning Components to be used:
  2. Edit the Lightning Record Page to which you want to add the chat window by clicking on the Setup icon and then on Edit Page.
  3. Remove the VisualForce Component from the page by clicking on the Component and then on the Recycle Bin icon.
  4. Add the Social25Messenger Lightning Component to your page

    You can define when the chat window should be visible to your agents by using Dynamic Lightning Pages

  5. Make sure to Save and Activate the page for your relevant Apps and Users

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