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Integrate Flex with Salesforce

With out-of-the-box support for Salesforce Open CTI, you can now power your Salesforce environment with omnichannel communications offered by Flex. Both Salesforce Classic and Lightning Experience integrations are supported, allowing you to use Flex directly within your Salesforce instance.

In this guide, you will learn how to configure Flex within Salesforce, configure outbound calling, enable SSO (Single Sign-On), and launch your integration.

はじめましょう!

Need to create a new Salesforce organization for your proof of concept? Create a Salesforce developer account at https://developer.salesforce.com.

Configure Flex

Start by configuring your Flex-Salesforce Integration by navigating to the Integrations section in your Flex Admin view.

Flex Salesforce Integration

The following parameters are required for the configuration:

パラメーター名 概要
Are you planning to use SSO for this integration?

Select this option if you want to deploy the Flex-Salesforce Integration using Single Sign-On (SSO).

Always check this option if you are operating in a production environment.

Leave this unchecked if you are planning to test the integration using your Twilio Account/Project login credentials.

WorkflowSid

(Optional) If you want to use a different Workflow than the default Workflow, please supply the Workflow SID here. If not, leave it empty. If you are not sure what this is, then leave it empty

Task Channel SID

(Optional) If you want to use a different Task Channel than the default Voice Channel, please supply the Task Channel SID here. If not, leave it empty. If you are not sure what this is, then leave it empty.

Agent Caller ID (Required) This will be the caller ID used for outbound calls from the Flex-Salesforce Integration (via Click-to-Dial) if an agent does not have a defined caller ID.
Salesforce Base URL (Required) Your Salesforce domain URL.

Once you've configured your Salesforce instance, click "Download" under the Files section to view the Call Center Definition file to be used in your Salesforce Call Center configuration. Pro tip: you can right click and save the link to download the XML file directly!

Different Call Center Definition Files are generated depending upon whether you choose to use SSO or not. If you indicated that you are planning to use SSO during the configuration step, you must update the "CTI Adapter URL" in your Call Center Definition file. Your file will contain: https://flex.twilio.com/yourRuntime-Domain-3869?path=/agent-desktop.

Update "yourRuntime-Domain-3869" to match your Twilio Flex Login Link. You can find this Login Link on the SSO Configuration page within the Twilio Console.

Configure Salesforce

Import the Flex Call Center Definition file

  1. Log into your Salesforce org
  2. In the top right of your Salesforce view, click Setup
    Go to Salesforce Setup
  3. In the left-hand search box, search for “Call Center.” Select Call Centers.
    Salesforce: Navigate to 'Call Centers'
  4. Click Import to import your Call Center Definition file (you should have downloaded a single HTML file.)
    Salesforce: Import call definition file
  5. You should now see the Call Center Definition you just imported:
    Salesforce: Call center definition

Add users to your newly-imported Call Center

Add users to your newly-created Flex Call Center on Salesforce by clicking on Manage Call Center Users. You may need to renavigate to this page for the option to appear.

Salesforce: manage call center users

Once you have finished adding users, you should see a screen that looks like this:

Salesforce: Flex call center UI

Configure the Salesforce Softphone layout

1. Under Call Center in the left-hand search bar, click on Softphone Layouts.

Salesforce: Find softphone layout settings

2. Set your Screen Pop Settings to the following values:

  • Screen Pops open within: New browser window or tab
  • No matching records: Pop to new Contact
  • Single-matching record: Pop detail page
  • Multiple-matching record: Pop to search page

Configure Salesforce for Open CTI

Add your Softphone to your utility bar in Salesforce Lightning Experience by following these steps:

Go to Setup > Search Bar > App Manager

Select the App you want Flex to appear in (e.g., Sales Console), and click Edit in the dropdown menu.

Flex Sales Console

Go to Utility Items

Salesforce lightning: Utility items.

Add Open CTI Softphone to your list of Utility Items.

Salesforce Lightning: Add Open CTI softphone.

Configure the Open CTI Softphone with the below values:

Salesforce Lightning: Configure Open CTI Softphone for Flex.

Enable SSO

For your Proof-of-Concept, MVP, or development project, you can use your Twilio credentials to log in as an admin via the Flex login screen.

For any Production implementation, you might want to configure Single Sign-On with Twilio Flex by integrating your Identity Provider. See this guide to learn more about configuring SSO for Flex.

Make sure you define a worker attribute callerId through your SSO setup. We recommend defining a default outbound Caller ID as described above.

Launch your Flex-Salesforce integration in Lightning

  1. While logged into Salesforce, click on the App Launcher and go to the application that you've configured with Open CTI.
  2. Find Twilio Flex in the bottom left corner of the screen and click on it.
    Find Flex in your Salesforce app.
  3. You will be prompted to log in:
    Log in to Twilio Flex via Salesforce.
  4. Once logged in, you will have Twilio Flex inside of Salesforce Lightning Experience, ready to use!

Full Flex-Salesforce Integration.

Launch with Flex <> Salesforce Integration in Classic

  1. Log into your Salesforce account.
  2. Click on the App Launcher and select the Console application that you configured with Open CTI
  3. Find Twilio Flex in the bottom right corner of the screen and select it.
    Log in to Twilio Flex via Salesforce Classic.
  4. Log into Flex.
  5. Once logged in, you will have Twilio Flex inside of Salesforce Classic, ready to use!

Full Flex-Salesforce (Classic) Integration

That's it! See our guide on Call Flows to take it for a spin.

関連トピック

Now that you've integrated Flex with your Salesforce instance, learn more about customizing your integration and managing interactions with your users:

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