Setting up Zoom Virtual Agent Salesforce Messaging

Salesforce Messaging enables businesses to connect with customers through chat on websites or mobile apps. It supports richer conversations, automatic case or contact creation, and intelligent agent routing using Service Cloud and Omni-Channel flows.

Requirements for setting up Zoom Virtual Agent Salesforce Messaging

Table of Contents

How to set up Zoom Virtual Agent Salesforce Messaging

Enable messaging and omni-channel

  1. Log in to Salesforce Setup.
  2. In the left menu, go to Feature Settings and search for Messaging.
  3. Enable Messaging for your organization, then navigate to Omni-Channel Settings.
  4. If you use standard Messaging channels or Chat, make sure Enhanced Omni-Channel Routing is turned off.
  5. Enable the required Omni-Channel features.
  6. Click Save.

Create a service channel

  1. In Salesforce Setup, go to Feature Settings and click Service.
  2. Expand Omni-Channel, then click Service Channels.
  3. Click New.
  4. Enter a name for the channel (for example, Messaging) and select Messaging Session as the Salesforce Object.
  5. Click Save.

Build a queue

  1. In Salesforce Setup, search for Queues and click New.
  2. Enter LiveWebMessage (or another suitable name) as the queue name.
  3. Under Supported Objects, search for Messaging Session in the Available Objects list, then click the forward arrow to move it to Selected Objects.
  4. Under Queue Members, search for users in the Available Members list, then click the forward arrow to add them to Selected Members. These users will handle incoming messages.
  5. Click Save.

Design an omni-channel flow

  1. In Salesforce Setup, go to Process Automation and click Flows.
  2. On the upper right, click New Flow.
  3. Search for Omni-Channel Flow and select it.
  4. Define business and routing rules, including:
  5. Once complete, click Activate to enable the flow.

Add messaging to your app

  1. In Salesforce Setup, go to Apps and click App Manager.
  2. Under Lightning Experience App Manager, select the Service Console (or another app for customer support).
  3. Add Messaging Sessions and Omni-Channel so agents can access them directly during their workflow.

Turn on messaging and create a channel

  1. In Salesforce Setup, go to Feature Settings and click Service.
  2. Expand Messaging, then click Messaging Settings.
  3. Click New Channel (for example, ZVAWebMessaging).
  4. Select Messaging for In-App and Web.
  5. Fill in the required fields.
  6. Under Routing Type, select Omni-Flow, then choose the flow you created and assign the fallback queue.
  7. Complete the configuration and activate the channel.

Deploy embedded messaging

  1. In Salesforce Setup, go to Feature Settings and click Service.
  2. Expand Embedded Service, then click Embedded Service Deployments.
  3. Click New Deployment.
  4. Select Messaging for In-App and Web, then click Next.
  5. Select Custom Client, then click Next.
  6. Enter a deployment name and fill in the API Name (usually the same as the deployment name).
  7. Link the deployment to the messaging channel.
  8. On the upper-right corner, click Publish.

Configure the pre-chat form

  1. In Salesforce Setup, open the Embedded Service Deployment you just created.
  2. Click Edit Pre-Chat.
  3. Add fields such as Last Name, Email, CaseId, and ContactId.
  4. Set the visibility for each field (Required, Visible, or Hidden) to ensure agents have the right context for incoming sessions.

Publish and test

  1. After making your changes, publish and activate the deployment.
  2. Test the messaging feature to confirm that:

Data security

Communications between this app and Zoom/Okta are encrypted:

This app stores access credentials in the local data store: