Graia CcaaS CRM integration with Salesforce

Graia CcaaS's advanced contact center functionalities can be used from within Salesforce too.

Note that this document assumes your Salesforce configuration is in the Lightning compatibility mode. Also, this document does not detail precise steps for CRM side configurations. For example things like creating custom fields in various Salesforce entities like Tasks or Activities, etc. are outside of scope.

User experience

Agents can manage their entire interaction workflow directly within Salesforce, without the need for toggling between different web pages.

This integrated approach not only simplifies the agent's workflow by consolidating all necessary functionalities into one interface but also enhances the overall efficiency of the contact center operations.

Inbound conversation flow

Upon receiving a routed call, the CRM integration performs a contact search using the call number. This can lead to three outcomes:

  • No match: A new contact creation form shows up that agents must complete. Subsequently, within the Graia CcaaS CRM integration, agents must update the contact selection.
  • Single match: The system will display a pop-up of the contact.
  • Multiple matches: Agents can choose the appropriate contact from the list.

The above logic is configured within Salesforce, [see below](#configuring-salesforce-for-Graia CcaaS).

Graia CcaaS then stores the duration of the conversation, completion code, notes and a link to the Salesforce contact into the Task.

Outbound conversation

For outbound calls, the Graia CcaaS integration offers click-to-dial functionality. As soon as the outbound call starts, the flow mirrors that of an inbound call, including wrapup.

Closing a conversation

At the conclusion of a conversation (whether terminated by the customer or the agent), agents must select a closure code from the list and add any necessary notes in Graia CcaaS CRM application. Details are then stored into the Salesforce interaction log.

Configuring the Graia CcaaS CRM connector

  1. Navigate to the Integration section of the Graia CcaaS portal and click the CRM Integration item.

  2. Click Create and select Salesforce as the service provider.

  3. In case you are using custom VisualForce pages and you discussed the technical details with your Graia CcaaS representatives, you can fill out the Call field mappings table.

  4. Fill the Task field mappings table in order to have Graia CcaaS fill your Salesforce fields in the Task (Activity) record after the call. It is up to your Salesforce administrators to establish which fields are going to be in use.

  5. You have now completed the setup on the Graia CcaaS side!

Configuring Salesforce for Graia CcaaS

This section needs to be performed a single time on a Salesforce tenant/instance by a Salesforce administrator of your contact center.

In Salesforce the Graia CcaaS integration is established in an entity called Call Centers by importing an XML file with details similar to the followings:

<callCenter>
    <section sortOrder="0" name="reqGeneralInfo" label="General Information">
    <item sortOrder="0" name="reqInternalName" label="InternalNameAAA">Graia CcaaS</item>
    <item sortOrder="1" name="reqDisplayName" label="Display Name">Graia CcaaS CC</item>
    <item sortOrder="2" name="reqAdapterUrl" label="CTI Adapter URL">https://agent.graia.ai/crm</item>
    <item sortOrder="3" name="reqUseApi" label="Use CTI API">true</item>
    <item sortOrder="4" name="reqSoftphoneHeight" label="Softphone Height">300</item>
    <item sortOrder="5" name="reqSoftphoneWidth" label="Softphone Width">200</item>
    <item sortOrder="6" name="reqSalesforceCompatibilityMode" label=" Salesforce Compatibility Mode">Classic_and_Lightning</item>
    </section>
</callCenter>
Note

Your XML might differ. Make sure you use the file you got from your Graia CcaaS representative.

  1. Log in as an administrator and open the Setup page.

  2. Open the Call Centers service, click Import to load the XML.

  3. Click Manage Call Center Users to add all the Salesforce users who will use Graia CcaaS.

  4. Review the screen-pop flows for all the call scenarios (in, out, internal) in Softphone Layouts and update as required. Graia CcaaS honours these settings.

  5. Create a new Lightning App or update an existing one to contain the Graia CcaaS CRM component.

    • Make sure the app is using Console navigation and it has the Phone Utility Item added.

    • Review the Navigation Items for the app. Make sure the proper items are added as per your business requirements (e.g. Accounts, Cases, Tasks, Contacts, etc).

    • Review the User Profiles and update as required.

Questions and answers

How do I use the application?

Open the app from the top left selector icon. When presented, click the Login button in the pop-up Graia CcaaS CRM application.

Logging in might not be needed if your are already logged in to your corporate AAD; in this case you can start using the Graia CcaaS CRM Application right away.

Why can't I see the Graia CcaaS CRM application?

Make sure your browser allows pop-up windows at the Salesforce site. By default browsers typically block this.

Can I manually type in phone numbers for outbound dialing?

No, there is no "lookup" mode in the Graia CcaaS CRM Connector application, we currently support click-to-dial only.

Will I get a notification if a chat arrives?

Yes. The Graia CcaaS CRM Connector application will open-up automatically, showing an unread message counter.