Getting Started with Salesforce - Salesforce Org Config

On Salesforce navigate to the “Setup” app (accessed by clicking your profile icon and then “Setup”).

Search for “Permission” in the quick find text box and select “Permissions Sets” from the results.

Then on the right hand side, select the “T” from the A-Z area.

Then click “Talkative Engage Admin”

This will open the Admin permission set, from here click “Manage Assignments” next to the “Find Settings” search box

Click “Add Assignment” from the top right hand corner.

Then click the tick boxes against any admin users who may be configuring Talkative and select “Next” from the bottom right.

This will take you to the Expiration config page. We don’t need to change anything on this page so we can click “Assign” on the bottom right.

Click “Done”

To install the app, paste the following URL at the end of your Salesforce URL and hit enter: “/packagingSetupUI/ipLanding.app?apvId=04tJ7000000TzbeIAC”

An example URL could look like this: https://talkative setup.my.salesforce.com/packagingSetupUI/ipLanding.app?apvId=04tJ7000000TzbeIAC

Navigating to the Link above will show the “Install Talkative Enagage” page.

From here click “Install for All Users”, then click ‘Install’.

An additional window labelled “Approve Third-Party Access” may appear. Click the “Yes” checkbox, and click “Continue.”

When installing the app, you may come across this error.

This often points to the Talkative app already being installed on the Salesforce environment.

If this is not the case please reach out to Talkative Support

Navigate to the service console on Salesforce.

Then click the dropdown at the top left and click “edit”

Then click “Add More Items”.

Using the search bar, search for “Talkative”

Then click the ‘+’ icon against “Talkative Engage Settings”

Click “Add 1 Nav Item” from the bottom right of the page

In Service Console, click on the newly added “Talkative Engage Settings” from the dropdown.

Then in the settings, navigate to “Queues” on the left menu, then click “Setup Queues” on the right hand side

In the Service Console Talkative Engage settings, click “Talkative URL” from the left hand menu.

Then check which URL’s has been selected in green. By default it is https://eu.engage.app

If you log into Talkative via the EU link, leave this page as it is. Otherwise add one of the following URL’s to the textbox and click “Update URL”.

Navigate to the “Setup” app (accessed by clicking your profile icon and then “Setup”).

Search for “External” in the quick find text box and select “Settings” from the results under the “Apps” and the “External Client Apps” dropdowns.

On the Connected Apps section of the settings, toggle the “Allow creation of connected apps” setting at the bottom.

A separate window may pop up asking for confirmation on this setting change, click “Enable”.

This will allow the “New Connected App” button to be clicked at the bottom of the page.

In the new connected app menu, give the new app a name. Something like “Talkative App Connector” works.

The API name will be autofilled from this, leave it as it is.

Then add a “Contact Email”, this can be your own work email.

Under the “API (Enable OAuth Settings)” dropdown, click the “Enable OAuth Settings” tick box. This will make more options show.

In the Callback URL text box, enter one of the following URL’s based on your Talkative login URL.

Then in the “Selected OAuth Scopes” select “Manage user data via API’s (api)” and “Perform requests at any time (refresh _token, offline_access)”

Then below this, uncheck the PKCE tick box (the top one) and the refresh token flow tick box (third one down).

Make sure only “Require Secret for Web Server Flow” has been enabled.

Then scroll to the bottom of the page and click “Save”.

On the next page, it will notify you that changes can take 10 minutes to reflect, click continue on this page.

Navigate to the “Setup” app (accessed by clicking your profile icon and then “Setup”).

Search for “App Manager” in the quick find text box and select “App Manager” from the results under the “Apps” dropdown.

In the “Lightning Experience App Manager”, scroll down to the app named “Service console”.

Click the arrow on the right hand side and click “Edit”

On the left hand menu, click “Utility items (Desktop Only)”.

Click “Add Utility Item” then in the dropdown, search for the “Talkative Queue” item and click on the result.

Tick “Start Automatically” in the tick box at the bottom of the page.

Then click “Save”

Then on the left hand menu, click “Navigation Items”.

Using the search box. search for “Interactions” and move it across to the selected items buy clicking the right hand arrow.

Click “Save”.

In the top header, click “Pages”.

Then click “Open Page”

Then click “Interaction - Fixed Sidebar” to select it.

Then click “Open” on the bottom right.

At the top right, click the “Activation” button.

This will open the “Activation” window.

Select the “App Default Tab”, then click the “Assign as App Default” button.

This will open the “Select Apps” window.

Then select the tick box next to “Service Console”.

Click “Next”, then “Next” again on the “Select Form Factor” window.

Then click “Save”.

Navigate to the “Setup” app (accessed by clicking your profile icon and then “Setup”).

Search for “Permission” in the quick find text box and select “Permissions Sets” from the results.

Then on the right hand side, select the “T” from the A-Z area.

Then click “Talkative Engage Agent”

This will open the Agent permission set, from here click “Manage Assignments” next to the “Find Settings” search box

Click “Add Assignment” from the top right hand corner.

Then click the tick boxes against any agents users need access to Talkative and select “Next” from the bottom right.

This will take you to the Expiration config page. We don’t need to change anything on this page so we can click “Assign” on the bottom right.

Click “Done”

Navigate to the “Setup” app (accessed by clicking your profile icon and then “Setup”).

Search for “Public Groups” in the quick find text box and select “Public Groups” from the results under “Users”.

Click on the “Talkative Engage Agents public group from the list.

Then click the edit button.

Then using the “Available Members” box below, select every user that will need agent access to the console.

Then click the right “Add” arrow to move them to the “Selected Members” column.

Click “Save”

Navigate to the “Setup” app (accessed by clicking your profile icon and then “Setup”).

Search for “App Manager” in the quick find text box and select “App Manager” from the results.

Then click the dropdown next to the Talkative Connected App that was configured earlier.

Click “View”.

Click the “Manage Consumer Details” button under “API (Enable OAuth Settings)”.

You may be asked to verify your identity by Salesforce, complete the on screen instructions.

Then Copy the Consumer Key and Consumer Secret, we will use this to connect to Talkative.

Now that we have the keys, log into the Talkative portal.

Navigate to “Settings” and use the quick search button to search for “Salesforce”.

Paste the Consumer Key and Consumer secret into the text boxes.

Copy your Salesforce Domain URL into the “My Domain” text box.

Click “Authorise Talkative Integration”.

You will then be asked by Salesforce in a new browser window to authorise access to the connected app that was created earlier.

Click “Allow” and follow any on screen instructions.

Then on the Talkative Salesforce page, you will see a list of Talkative users and chatbots.

For now map any users to their matching Salesforce user using the dropdown.

Click the blue link button against any users that have been mapped.

On Salesforce Navigate to the “Setup” app (accessed by clicking your profile icon and then “Setup”).

Search for “Queues” in the quick find text box and select “Queues” from the results under “Users”.

You will see a list of all configured queues, including the queues required for the integration to run.

Click “New” at the top of the page.

Provide the queue a label on the “Label” text box. The “Queue Name” field should auto populate.

In the available objects section, select “Interaction” and click the arrow to add it to the “Selected Objects” box.

In the “Queue Members Section” change the search dropdown to “Public Groups”.

Select “Group: Talkative Engage Agents” in the “Available Members” box then click the arrow to add it to the “Selected Members” box.

Click “Save”

Then back in Talkative, navigate to the Salesforce settings.

Find your chatbot from the list, select the corresponding dropdown and select the queue that was just created on Salesforce from the list.

Click the blue link icon to save the change.

On Salesforce Navigate to the “Setup” app (accessed by clicking your profile icon and then “Setup”).

Search for “Trusted” in the quick find text box and select “Trusted URL’s” from the results under “Security”.

This will show a list of your currently configured Trusted URL’s.

Click “New Trusted URL” from the top of the URL list.

Name the API based on the following options below.

Then provide the URL based on the following options.

Then under “Content Security Policy (CSP) Settings” ensure both “frame-src (iframe content)” and “img-src (images)” have been enabled by the tick boxes.

Click “Save”.

Then open “Session Settings” in a new browser tab. The URL can be found in session under Permissions Policy Directives in the text.

In the new browser tab for “Session Settings”.

At the top, click the tick box against “Include Permissions-Policy HTTP header”.

Click “Save”

Open the previous tab for “Trusted URL’s” and click “Edit Against” the trusted URL that was configured earlier.

Scroll to the bottom and select the tick boxes against “Camera” and “Microphone”.

Then click “Save”