Knowledge Base

This use-case describes the steps necessary to use TeamViewer Engage Co-Browsing and Live Chat from your Salesforce organization.

Install TeamViewer Engage in your Salesforce org

TeamViewer Engage for Salesforce is available as a listing on the Salesforce Appexchange.

To install the app go to Salesforce AppExchange with the following link: TeamViewer Engage for Salesforce.

Overview

The TeamViewer Engage integration for Salesforce offers enables Salesforce users to add Co-Browsing and Livechat to their Salesforce environment. For this, it provides two main entry points in the salesforce environment. Co-browsing and Live Chat can be added to the contacts and/or case pages or as apps on the sales or service cloud pages as a Utility item.

Enhancing the Salesforce Contact and Case page

Co-Browsing

You can embed Co-Browsing directly on your Contacts Page. Your customer will be automatically matched with the corresponding Contact. The requirement is that the customer can be identified by a tag that corresponds to one of these attributes in your Salesforce Contact: Contact.Name Contact.Email Contact.Id

Live Chat

The Live Chat can be embedded in the Contact Details Page and Case Details Page. When your agent resolves a webchat, setting the status of the webchat to Done, the Case can be automatically exported as a new Case into Salesforce.

After resolving a case, a dialog will open that notifies the user that a new Case will be created in Salesforce. This behavior can be turned off to allow for immediate export of the case.

Customize with Lightning App Builder

Co-browsing and Live Chat are available as Visualforce Pages. To use these in your existing Lightning Page, you need to add them through the Lightning App Builder.

Click on the settings (wheel icon) on the page you want to add TeamViewer Engage and select Edit Page

This will open the page in the Lightning App Builder where you can customize the design of the Page. To add TeamViewer Engage, you need to select the Component Visualforce and place it wherever you want it to be(In our example it is placed in the middle of the page). In the settings for the VisualForce Page on the right-hand side under the attribute Visualforce Page Name choose either VFP_CONTACTS_COBROWSING for Co-Browsing or VFP_CONTACTS_CHAT for Webchat.

Case Import

If you resolve a Webchat, a new Case will be created in Salesforce. This Case will be associated with a contact if the email of the customer is provided and a contact containing this email exists. It also contains a field that stores the transcript of the webchat.

To create cases in Salesforce immediately, go to Settings ➜ Connections ➜ Salesforce and mark the checkbox.