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.
Overview
In Edify Console, the Salesforce workspace (Account > Integrations > Salesforce) is where you manage connections between Edify and a Salesforce instance. Creating an integration between Edify and Salesforce provides your queue users with access to customer data while simultaneously managing customer interactions 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.
Visual breakdown
Name
The Name field identifies the Salesforce integration. This field is not modifiable.
Type
The Type menu gives you the ability to define the type of connection you're configuring. A production connection is used for real business activity. A sandbox connextion isu sed for testing purposes.
Username
The Username field is where you input your Salesforce account’s username. This is used by Edify to access your Salesforce data.
Password
The Password field is where you input your Salesforce account’s password. This is used by Edify to access your Salesforce data.
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, log into Salesforce using the account entered in the Username field and 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 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 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
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 Edify 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.