Setting up the Zoom Virtual Agent Salesforce integration

The Salesforce application can enhance Zoom Virtual Agent's functionality by adding support for ticket creation integration channel or chat support from a live Salesforce agent.

Before agents can use the integration, admins need to set up necessary permissions in Salesforce and configure the integration in the Zoom web portal.

This integration currently supports the following features:

Single Feed Live Chat
Chat Decoration (Only plain text is supported)
Ticket Decoration (Only plain text is supported)
Personas
User to agent<>Agent to user flow

This article covers:

How to configure Salesforce instance with necessary permissions
How to enable Zoom Virtual Agent Salesforce integration
How to reconnect the Salesforce integration
How to delete the Salesforce integration
How to set up the Salesforce support channel
How to connect the Salesforce support channel to a bot
How to create a pre-chat form
How to use the form builder

Prerequisites for setting up the Zoom Virtual Agent Salesforce integration

Account owner or admin privileges for the Zoom web portal
Basic, Pro, Business, Education, or Enterprise account
Zoom Virtual Agent license
Edit access to Virtual Agent product
Salesforce instance configured with necessary permissions

How to configure Salesforce instance with necessary permissions

Customers that want to integrate Zoom Virtual Agent with Salesforce will need to perform the setup below. This provides Zoom Virtual Agent with API access necessary to create a case and its related entities.

Field level permissions to access Account, Contact and Lead objects

Sign in to Salesforce as an administrator.
On the top right, click Setup.
Click Users then Profiles.
Click on the Edit profile of OAuth user.
Ensure the user's profile has Visible permission on the Object Level Permissions.
Navigate to Standard Field-Level Security and ensure access is provided under Field Permissions required.

Note: As part of case creation, contact is created in case a matching entry (based on email) is not found in Contact or Lead object. Hence, it is necessary to set up permissions on these objects. All the steps mentioned below are based on Lightning experience.

Object level permissions

Object Name	Access	Reason
Account	Read	Need to search account associated with contact
Cases	Read, Create, Edit	Needed to create case and add topics
Contacts	Read, Create	Required to create contact
Leads	Read	Required to search Lead based on email

Field permissions required

Object Name	Field Name	Access
Account	Account Name	Read
Account	Account Number	Read
Contact	Account Name	Read
Contact	Name	Read, Edit
Contact	Email	Read, Edit
Contact	Phone	Read
Contact	Mailing Address	Read
Contact	Mobile	Read
Contact	Home Phone	Read
Contact	Description	Read
Contact	Department	Read
Contact	Title	Read
Contact	Contact Owner	Read
Lead	Name	Read
Lead	Email	Read
Lead	Description	Read
Lead	Phone	Read
Lead	Mobile	Read
Lead	Title	Read
Lead	Lead Owner	Read
Case	All fields that have to be used in form builder. It is mandatory to give access to required fields at the minimum so that Form builder is usable.	Read,Edit

Editable access on necessary Case fields

To build forms using Form Builder, it is necessary to give editable permissions on the fields that should be editable by end users. Ensure that at least all the required fields as per Salesforce are editable incase you are not planning to use Form Builder.

Permissions to create/assign topics

Zoom Virtual Agent also supports topics as tags in the support channel which can be used to quickly filter cases. Further information regarding how to use tags can be found in Salesforce Topics.

(Optional) To use tags for the support channel, below are the steps needed to set up Topics.

Log in to Salesforce as an administrator.
Navigate to Setup then Feature Settings.
Click Topics then Topics for Objects.
Ensure Enable Topics is enabled for Case Object in Salesforce. In case this is not enabled, support channel tags shouldn’t be used.
Navigate back to OAuth user’s profile and ensure Assign Topics and Create Topics are enabled under General User Permissions.

Record type-related permissions

If record types are used, ensure the OAuth user has permission to insert/update all the Case record types.

How to enable Zoom Virtual Agent Salesforce integration

This section guides you through the process of enabling Zoom Virtual Agent integration with Salesforce, as well as how to delete the integration if necessary. Once enabled, you can add a Salesforce support channel or a live chat support and connect it to a bot.

Sign in to the Zoom web portal.
In the navigation menu, click AI Management then Integrations.
Click Add Integration then Salesforce.
On the Add Salesforce Integration page, provide the following:
- Enter a display name for your connection.
- Enter the associated subdomain.
Click Save.
A new tab will open and take you to the authentication flow. If you are already logged into Salesforce, you won't be asked for your credentials. However, if you are not logged in, you will be prompted to enter your credentials and submit them. After you successfully log in, you will be able to see the integration added to your integrations page.
In the navigation menu, click AI Management then Integrations.
You will see the Salesforce application with a Connected status.

How to reconnect the Salesforce integration

When used in knowledge management or support channels, the integration may disconnect as a result of token expiry or authentication issues.

Sign in to the Zoom web portal.
In the navigation menu, click AI Management then Integrations.
In the Status column of the disconnected integration, click Re-connect.
You will be directed to the page where you can edit the integration details.
(Optional) Edit the integration details.
Click Save.
A new tab will open and take you to the authentication flow. If you are already logged into Salesforce, you won't be asked for your credentials. However, if you are not logged in, you will be prompted to enter your credentials and submit them. After you successfully log in, you will be able to see the integration added to your integrations page.
In the navigation menu, click AI Management then Integrations.
You will see the application with a Connected status.

How to delete the Salesforce integration

After you have established the Salesforce integration connection, it cannot be edited. If you need to make changes due to subdomain change, you can delete the connection and create it again.

Sign in to the Zoom web portal.
In the navigation menu, click AI Management then Integrations.
In the Applications tab, click the ellipsis icon to the right of the Salesforce application then Delete.
Click Delete to confirm.

How to set up the Salesforce support channel

Once the Salesforce integration is enabled, the next step is to configure it. In this section, we will provide a step-by-step guide to help you connect your Zoom Virtual Agent to Salesforce support channel and your chatbot. By following these steps, you'll be able to streamline your support operations and provide fast and efficient service to your customers.

Sign in to the Zoom web portal.
In the navigation menu, click AI Management then Virtual Agent.
Click the Support Channels tab.
Click Add Channel.
A pop-up window will appear.
Under Channel Source, select Integration.
Under Support Channel Name, enter a display name for your channel.
Under 3rd Party Support Channels, select your Salesforce connection.
Under Channel Type, select between CRM Ticket Form or Chat.
- If you select CRM Ticket Form, provide the following details:
  - Ticket Form: Select a form from the drop-down list. Adding a ticket form will send the selected form to a user at the end of the engagement if the ticket support is used.
  - (Optional) CRM tags: Click Add CRM tag and choose between Text or Variable. This allows admins to categorize and organize chats, making it easier to identify the issue type and provide specialized assistance.
    - If you select Text, under Tag Content, enter the labels or keywords you want to add.
    - If you select Variable, under Tag Variable, select a variable from the drop-down list.
- If you select Chat, provide the following information:
  - CHAT API Endpoint
  - CHAT API Version
  - Organization Id
  - Deployment Id
  - Button Id
  - (Optional) Chat Form
Click Add.

How to connect the Salesforce support channel to a bot

Sign in to the Zoom web portal.
In the navigation menu, click AI Management then Virtual Agent.
In the Chatbots tab, click add a Chatbot.
You will be directed to the Settings tab.
Under Intent Settings, select and add associated intent domain from the list.
Under Support Channels, click Manage Channels.
Select the Salesforce support channel as the default support channel to be used for the bot.
Click Save.
Next to the chatbot’s name, click the Publish button to publish the bot.

How to create a pre-chat form

Sign in to the Zoom web portal.
In the navigation menu, click AI Management then Virtual Agent.
Click the Support Channels tab then Form Management.
Click Add Form then provide the following:
- Integration: Select the Salesforce integration for which you would want to create the form.
- Form name: Enter a display name for your form.
- Type: Select whether you want to create a form for ticket or chat.
- Languages: Select the languages that will be available when you fill out a form.
Click Add Form.
You will be directed to the form builder screen.

How to use the form builder

Controls on the top-left section

Pencil icon : Click the pencil icon to rename the form.

Controls on the top-right section

Save: Click the Save button to save the form.

Controls on the left panel

Fields: The left panel in the form builder displays a list of form fields that are ingested from the CRM system. These fields are refreshed periodically based on a specific time interval. You can search for a specific field name that you want to use in the search bar.

Note: The form builder does not support the creation of custom fields. However, an admin can choose to create custom fields in the CRM and those fields will be ingested periodically or can be immediately ingested if refreshed under support channel.

Add mandatory fields

The form builder in the CRM system adds mandatory fields that are required and cannot be removed. These fields primarily include the name and email of the user.

Add more fields

Access the form builder.
In the left-side panel, drag and drop the fields to the form builder canvas.
(Optional) Click the ellipsis icon to show more options:
- Remove Requirement/Make field required: Allows you to designate certain fields as mandatory when creating tickets. This means that users will be required to enter data in these fields in order to successfully submit a ticket. If a user fails to provide the necessary information in a mandatory field, the ticket submission will be blocked. If a field is not designated as mandatory, users will have the option to leave it blank when submitting a ticket.
- Add Conditions: Allows you to configure conditional logic within the form builder. This enables them to show or hide certain fields based on user responses. It helps create dynamic and personalized forms.
- Pre-filled: Allows you to attach global or static variables to specific ticket fields, so users see pre-entered information when filling out the form.
- Hide form end user: Allows you to hide certain fields from the end user, making them visible only to administrators or internal team members.
- Delete: Allows you to remove the added field from the form builder canvas.
Click Save.
You will be directed to the form management page where you can find the recently saved form listed among others. On this page, you can easily manage and access all the forms you have created.