Skip to main content

Salesforce <> Fullview AI Escalations

A comprehensive guide for escalating AI conversations to your support team in Salesforce

Sofia avatar
Written by Sofia
Updated today

This guide will walk you through setting up Salesforce to work with Fullview's AI escalation feature. Follow the steps below to enable seamless escalation workflows between Fullview and your Salesforce org.

Escalation options

Fullview offers two ways to escalate AI conversations to your support team in Salesforce:

Option 1: Case Creation Only

When an escalation occurs, Fullview automatically creates a Case in Salesforce containing the full conversation history and context. Your support team can then follow up through their normal case management workflow.

Best for: Teams who primarily work through Cases or don't offer real-time live chat support.

Option 2: Live Messaging Support

When an escalation occurs, Fullview can route the conversation directly to a live agent through Salesforce Messaging for In-App and Web (MIAW). This enables real-time conversations between your customers and support agents.

Best for: Teams offering live chat support with agents available to respond in real-time.

Note: When support agents are unavailable (e.g. outside business hours) a case is created.

Prerequisites

Before you begin, ensure you have:

  • Salesforce Administrator access to your Salesforce org

  • Service Cloud or Sales Cloud enabled (Enterprise, Performance, Unlimited, or Developer Edition)

  • For messaging: Live agents available to handle escalated conversations

Part 1: OAuth Setup for Case Creation

This section covers setting up OAuth authentication so Fullview can create Cases in your Salesforce org automatically.

Step 1: Create an External Client App

  1. Log in to Salesforce as an Administrator

  2. Click the gear icon in the top right and select Setup

  3. In the Quick Find box (left sidebar), type `App Manager`

  4. Click App Manager from the results

  5. Click the New External Client App button in the top right

Step 2: Configure Basic Information

Fill in the following details on the External Client App creation page:

  • App Name: `Fullview Integration` (or any name you prefer)

  • API Name: Leave as auto-populated

  • Contact Email: Your email address

Step 3: Enable OAuth Settings

  1. Expand the API (Enable OAuth Settings) section

  2. Check the Enable OAuth checkbox

  3. In the App Settings section set the Callback URL to `https://login.salesforce.com/services/oauth2/success`

  4. Under Selected OAuth Scopes, add the following scopes from the Available OAuth Scopes list:

    1. `Manage user data via APIs (api)`

    2. `Access the identity URL service (id, profile, email, address, phone)`

  5. Click Save at the bottom of the page
    ​

Step 4: Enable Client Credentials Flow

After saving, you'll be taken to the External Client App details page.

  1. Select the Policies tab

  2. Click the Edit button

  3. Expand the OAuth Policies section and locate the OAuth Flows and External Client App Enhancements subsection

  4. Check the box for Enable Client Credentials Flow

  5. In the Run As (Username) field, input the Salesforce username that should own the API actions.

    Tip: This user needs permission to create Cases. We recommend creating a dedicated integration user for this purpose.

  6. Click Save


Step 5: Get Your Client ID and Client Secret

  1. From the External Client App details page, click Settings at the top

  2. Expand the OAuth Settings section

  3. Click Consumer Key and Secret

  4. You may need to verify your identity (enter password or use authenticator app)

  5. Copy the Consumer Key - this is your Client ID

  6. Copy the Consumer Secret - this is your Client Secret

⚠️ Important: Keep your Client Secret secure. Never share it publicly or commit it to version control.

Step 6: Find Your Salesforce Domain

  1. In the Quick Find box (left sidebar), type `My Domain`

  2. In the My Domain Details section you'll find the `My Domain Name`

Step 7: Provide Configuration to Fullview

As a last step you'll have to provide the Client ID, Client Secret and Domain from the previous steps to Fullview in the escalation configuration settings.

Part 2: Messaging Setup for Live Support

This section is only required if you want to enable live messaging support.

To enable live messaging, you'll need to set up the following in Salesforce:

  1. Enable Messaging Settings

  2. Create a Routing Configuration (optional)

  3. Create a Queue for messaging sessions (optional)

  4. Create a Messaging Channel

  5. Create an Embedded Service Deployment

Step 1: Enable Messaging

  1. In Salesforce Setup, search for `Messaging Settings` in the Quick Find box

  2. Click Messaging Settings

  3. Toggle Enable Messaging to ON

  4. Click Save

Step 2: Create a Routing Configuration (optional)

  1. In Setup, search for `Routing Configurations` in the Quick Find box

  2. Click Routing Configurations

  3. Click New

  4. Configure the routing (example):

    • Routing Configuration Name: `Fullview Messaging Routing`

    • Routing Priority: `1` (should be handled before anything else)

    • Routing Model: Select `Most Available` (routes to the agent with the most available capacity)

    • Units of Capacity: `1` (each messaging session uses 1 capacity unit)

  5. Click Save

Step 3: Create a Messaging Queue (optional)

  1. In Setup, search for `Queues` in the Quick Find box

  2. Click Queues

  3. Click New

  4. Configure the queue:

    1. Label: `Fullview Messaging Queue`

    2. Queue Name: Auto-populated

    3. Under Routing Configuration select the routing configuration you created in Step 2

    4. Supported Objects: Select `Messaging Session`

    5. Queue Members: Add users or groups who will handle escalated conversations

  5. Click Save

Step 4: Create a Messaging Channel

  1. In Setup, search for `Messaging Settings` in the Quick Find box

  2. Click Messaging Settings

  3. Scroll down to the Channels section

  4. Click New Channel

  5. In the popup select Enhanced Chat

  6. Configure the channel:

    1. Messaging Channel Name: `Fullview Messaging Channel`

    2. Developer Name: Auto-populated

    3. Deployment Type: Web

    4. Click Next

    5. Routing Type: Use the routing that makes sense for your organization (e.g. see the optional steps 2 and 3 on how to set up an Omni-Queue)

  7. Click Save (this might take a while)

  8. Click Activate and accept the terms

  9. In the Channels list locate the messaging channel entry you've just created and click on the "arrow down" button on the right

  10. Click Edit

  11. Increase the Authorization Token Expiration Time for Unverified Users to 4320 (the upper limit)

Step 5: Create an Embedded Service Deployment

  1. In Setup, search for `Embedded Service Deployments` in the Quick Find box

  2. Click Embedded Service Deployments

  3. Click New Deployment

  4. Select Enhanced Chat

  5. Click Next

  6. Select deployment type: Custom Client

  7. Click Next

  8. Configure the deployment:

    1. Embedded Service Deployment Name: e.g. `Fullview Messaging Deployment`

    2. API Name: Auto-populated

    3. Messaging Channel: Select the channel you created in Step 5

  9. Click Save

Step 6: Get Your Deployment Configuration

After creating the deployment, you need to retrieve the configuration details for Fullview:

  1. From the Embedded Service Deployments list, click on your deployment you've just created e.g. Fullview Messaging Deployment

  2. Click the Install Code Snippet button

  3. In the code snippet you'll find the OrganizationId, DeveloperName and Url

Step 7: Provide Configuration to Fullview

As a last step you'll have to input the OrganizationId, DeveloperName and Url from the previous step to Fullview in the escalation configuration settings under Org ID, Embedded Service Developer Name and SCRT Base URL respectively.

Did this answer your question?