Overview: Salesforce integrations (Edify Console)

Edify Console > Integrations > Overview: Salesforce integrations (Edify Console)

This article provides an overview of integrations with Salesforce, which are configurable in Edify Console.

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The Integrations area of your Edify account settings is where you can manage all of the CRM or database connections to your business’ account.

As an Edify admin, you have the ability to add integration connections to your business’ account. This area supports integrations to Salesforce, Zendesk, Custom Databases, and Inbound Webhooks.

For queue users to access customer information, there is likely a CRM such as Salesforce being used to manage customer information. Creating an integration connection between Edify and Salesforce provides your queue users with a seamless, single screen system to manage and review customer data while simultaneously managing a customer interaction in a queue.

This connection also gives you the ability to utilize workflows for updating and retrieving data between Edify and Salesforce automatically, thus ensuring that your system of record is always up to date and reflects the most current information.

Review the labeled image below for details on how to create, manage, and modify Salesforce integrations within Edify. Once you have configured an integration between Edify and Salesforce, you have the opportunity to provide your queue users access to our CTI so they can manage customer interactions all from within Salesforce, if you choose.

Visual breakdown

  • Name: The Name field gives you the ability to uniquely identify the Salesforce CRM connection that you are configuring between Salesforce and Edify. If you have multiple Salesforce connections configured to your account, use this field as a quick and easy way to differentiate between the various Salesforce accounts and their use cases.

  • Type: The Type menu gives you the ability to define which type of Salesforce connection you are configuring. The options here are either ‘Production’ or ‘Sandbox’.

    • Production: A Production connection is an active account that your business uses to record and monitor data. This means that this connection that you are configuring is not meant for testing purposes.

    • Sandbox: A Sandbox connection is a demonstration, or testing environment for your business. This type of connection is useful for testing accuracy when building workflows to manage customer data. This means that the information housed within this Salesforce username is mock, artificial data.

  • Username: The Username field is where you define the active Salesforce username for your business that you would like to be connected to Edify.

  • Password: The Password field is where you provide the Salesforce login password for the business account user entered in the Username field.

  • Security Token: The Security Token field is where you enter the security token identification provided by Salesforce for the account entered in the Username field. To locate this security token you must log into Salesforce using the account entered in the Username field then reference your account settings.

  • Alert Emails: The Alert Emails field gives you the ability to define an email address or list of email addresses to receive alert notifications if the Salesforce integration connection should fail. In the event of a failed connection, ensure that you include the email addresses of all Edify and Salesforce admins so that the failed connection can be addressed and remedied as quickly as possible.

  • Frequency: The Alert Frequency field gives you the ability to define how often you would like for Edify to check the connection between Edify and Salesforce. Define this measurement as a positive, whole number.

  • Frequency Menu: The alert frequency menu gives you the ability to define the time period used when checking the Edify to Salesforce connection. The menu options here are ‘Seconds’, ‘Minutes’, ‘Hours’, or ‘Days’. This frequency is used in conjunction with the number defined in the Alert Frequency field. For example, if you set the Alert Frequency field as “1” and select “Days” from the Alert Frequency menu, then once per day (24 hours), Edify checks the connection to Salesforce.

  • Status: The Status menu gives you the ability to disable or re-enable the Salesforce integration connection. This is useful in the event that you need to immediately discontinue or reinstate the connection between Huddle and one of your Salesforce users. Currently, you cannot delete a Salesforce connection once it has been created and saved to your business’ account, so the closest thing you can do is disable the connection.