Salesforce Lightning Improvements

Salesforce has been updated with these new features and relevant updates:

Salesforce Task Now Opens for All Media Types

• Tasks are now created and opened for all interaction types, including:
  • Audio (Inbound, Outbound, Manual Calls)
  • Email
  • Instant Messaging (IM)
  • Facebook & Twitter Messages
  • Data Interactions

Call Recording Links Added to Salesforce Tasks

• The Call Recording field in Salesforce Tasks now includes a direct link to the recording in OneContact Portal > Interaction History for easier access.

Salesforce Connector No Longer Required

• Since call recording links are now handled directly in Salesforce Tasks, the Salesforce Connector is deprecated and no longer needs to be installed.

More User-Friendly Tab Names & Improved Navigation

• Tab names have been updated to be clearer and more user-friendly.
• The system automatically opens the appropriate tab after an agent accepts an interaction, based on:
  • Media type (e.g., call, email, chat, etc.)
  • Campaign settings (e.g., whether to show the Home tab or Agent Script tab).

Improved Debugging in OneContact Agent

• Salesforce traces (log entries) were added to the OneContact Agent console to make debugging easier.
• These traces start with "SFORCE" for easy identification.

Enhanced Contact Search in Salesforce

• Searches for Contacts, Leads, and Accounts now include client addresses and other fields.
• Salesforce’s character limit restrictions can be bypassed using the new configuration file.
• New Configuration File for Customization
  • A new SalesforceSettings.json file is available in:
    ? C:\inetpub\wwwroot\OneAgentWeb\wwwroot\SalesforceSettings.json
  • This file allows for:
    • Improved contact search queries
    • Hiding sensitive values like Bearer Token and Call Type recording keys
• Manual and Global Prefix Behavior Remains Unchanged
  • The way manual dialing and global prefixes function remains the same as in previous versions.
• Salesforce API Still Required
  • To ensure manual/global prefix functionality and other key features work correctly, the Salesforce API must be installed and configured.

Click here to check out the integration with Salesforce. 

This feature is implemented by the following enhancements: 

109240 Implement Integration with Salesforce Lightning | AgentWeb (OneContact Agent 5.3.293)