This Guide will walk you through the steps of setting up an integration between a Salesforce Einstein bot and Talkative. This guide highlights what settings need to be configured on your on your Salesforce org.
We recommend using the Talkative AI Chatbot instead for the best overall results.
Modify/Create Talkative Connected App
In your Salesforce org, you’ll need to grant extra permissions to the connected app associated with your normal Salesforce integration.
On Salesforce 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.
Click edit on the dropdown next to your Talkative Connected App.
In the “API (Enable OAuth Settings)” area, search for the “Access chatbot services (chatbot_api)” in the available OAuth Scopes.
Then add this to the selected section by clicking on it, then clicking on right hand “Add” arrow.
Click “Save”
Recreate the Salesforce Connection In Talkative
A new Salesforce connection is needed to complete the remaining steps, please follow the below steps.
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.
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”.
Hit Ctrl + K to access the quick search from anywhere on Talkative!
This will show your API Connection in Talkative.
Click “Delete” at the bottom of the page and follow the on screen instructions.
Once deleted 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”.
Make sure the URL is in the correct format otherwise an error will occur.
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.
Create Chatbot in Salesforce
Navigate to the “Setup” app (accessed by clicking your profile icon and then “Setup”).
Find the card titled “Get Started With Einstein Bots”.
Click “Get Started” button.
Turn on the switch at the top right of the page to enable Einstein bots.
You may be prompted with a terms modal. Tick the box and click “Try Einstein”. A new index list will appear at the bottom of the page.
In the “Index” section click “Create a New Bot”.
A model wizard should now appear.
Choose “Standard bot”, click “Next”.
Choose “Start from Scratch”, click “Next”.
Give your bot a meaningful name and select language, click “Next”.
Optionally fill in the greeting options (eg welcome message and menu items), click “Next”.
In the next modal screen you are given the option to link to an existing deployment. Do not do this as it may adversely affect the integration. Click “Next”.
I the next modal screen, click “Proceed” to start the automated generation process. When it’s done, click “Finish”.
After clicking “Finish”, the modal should disappear and a new tab will open to the settings page for your new chatbot.
In the chatbot settings area, there should be a dropdown menu in the top-left corner. Select “Overview” from the dropdown.
In the newly opened “Overview Page” find the Connections card and click “Add”.
In new modal that appeared, Choose “API” as the connection option. New options should appear in the modal.
Set an integration name (not overly important).
Set the Connected App option to the connected app associated with your normal Salesforce integration.
Save “Runtime Base URL” and “ForceConfig Endpoint” in a separate note. These values will be used later in the integration process.
Click “Save.”
In the top right corner of your chatbot settings area, click “Activate”.
Obtain the bot ID from the URL in the chatbot settings area. It will be a URL param in the URL bar. Save this value in your notes for future reference.
Always remember to activate your bot after making changes, otherwise the integration will not work.
Navigate to the “Setup” app (accessed by clicking your profile icon and then “Setup”).
Search for “Company” in the quick find text box and select “Company Information” from the results.
On the company information page, find “Salesforce.com Organization ID” and copy the value to your notes.
Linking the Einstein Bot to Talkative
Navigate to “Settings” and use the quick search button to search for “Salesforce Einstein Chatbot Integrations”.
Hit Ctrl + K to access the quick search from anywhere on Talkative!
Click “Create Einstein Chatbot”. This should make a new form appear.
Fill in the form as follows:
- Queue Name is internal only, and will be useful for labelling the chatbot. This should be something memorable, such as "Sales chatbot - French" or "Tech Support chatbot".
- Queue Email will be used for sending emails (if enabled) from the chatbot. For example if the chatbot is set up to trigger an email to a queue if a customer interacts out-of-hours.
- Chatbot First name will be the chatbot's name that is visible to the customers talking to the chatbot within the website/app widget.
- Runtime Base URLcan be found in your saved notes.
- ForceConfig Endpoint can be found in your saved notes.
- Bot ID can be found in your saved notes.
- Org ID can be found in your saved notes.
Click “Create Einstein Chatbot”
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.
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.
Add transfer code to Einstein chat config
In order to get Einstein to transfer to a Talkative queue, please use the following code snippet, substituting the variables as required:
// snippet:
__TALKATIVE_INTERNAL__{"action":"transfer","queueUuid":"TARGET_QUEUE_UUID"}
// For example, a fictional queue ID would be:
__TALKATIVE_INTERNAL__{"action":"transfer","queueUuid":"538afc06-d8ee-481e-9f4d-b2f08ba32cb4"}