Chat Channel Integration

Salesforce Adapter is a bridge between the conversation platform and Salesforce. Natively, Salesforce and the conversation protocol do not understand one another, which limits direct integration between the two systems. For this reason, you need an adapter that translates chat conversations from one system to the other.

Salesforce Adapter references the conversation platform to create a corresponding conversation in Salesforce, mapping the two together for further message exchanges. Salesforce chat adapter is invoked when a customer connects with an agent; the Agent Connect skill transfers the conversation to the adapter, which then converts it to Salesforce protocol and initiates a new conversation on it. When agents or customers send new messages, adapter orchestrates the flow and enables the two participants to chat.

The adapter is written so you don’t have to worry about creating your own adapter for a Salesforce chat integration. You just need to provide a few configurations to use Salesforce chat integrated with the conversation platform. These configurations mainly correspond to the Salesforce instance information and the conversation schema to which the conversation platform conversation must be translated.