Creating Integrations

An integration enables CxEngage to use a third-party to provide communication services such as messaging, email, or voice calls. You can configure integrations between CxEngage and the following:

  • Twilio
  • Salesforce
  • Facebook
  • REST APIs
  • Zendesk
  • Email
  • MS Teams

Create an Integration

You'll need an account with the service you're integrating with, as well as access to your account credentials for that service, in order to complete the integration.

Note: You can have only one email integration in a tenant. If you need to make changes to your existing email integration, you must update it.

To create an integration:

  1. Go to Configuration > Integrations.
  2. Click Create.
    The integration details panel appears.
  3. Select the Type: REST APIs, Salesforce, or Zendesk.
  4. Enter a Name for the integration.

    This name identifies the integration when it is used in a flow object.

  5. Optionally, enter a Description.
  6. Enter the required details for the integration.
    See Required Parameters for details about the parameters you need to enter for each integration.
  7. Click Submit.
  8. Click on the status indicator next to the integration's name to enable it.
    The indicator is gray when disabled, and green when enabled.

Required Parameters

The tables below list the credentials that you need to enter to enable each integration that CxEngage supports.

To use Twilio, you'll need to set it as the Default Outbound Gateway in the configuration for your tenant.
Parameter Description
Account SID The unique identifier for your Twilio account, which acts as your user name when CxEngage communicates with Twilio.
Auth Token The Twilio authentication token, which acts as your password when CxEngage communicates with Twilio.
Default Region

The location of the Twilio data center that the tenant connects to when making or receiving calls via Twilio. To reduce latency, select the region closest to your location from the list. Or, select Global Low Latency.

If you currently have Twilio Interconnect set up between your network and Twilio, ensure that you select the interconnect region that matches your configuration. Interconnect regions are labeled as "<Region> Interconnect". For example, Virginia Interconnect or Oregon Interconnect.

  • If you select the incorrect Twilio interconnect region, agents won't be able to go Ready or receive calls.
  • If you have don't have Twilio interconnect set up and you select an interconnect region, agents won't be able to connect to Twilio.

For more information on connecting Twilio Interconnect with your CxEngage tenant, please contact your CxEngage account representative.

The Twilio regions available are: 

  • Global Low Latency

  • Australia

  • Brazil

  • Germany

  • Ireland

  • Japan

  • Singapore

  • US East Coast (Virginia)

  • Interconnect - Australia (Sydney)

  • Interconnect - Germany (Frankfurt)

  • Interconnect - Ireland

  • Interconnect - Japan (Tokyo)

  • Interconnect - Singapore

  • Interconnect - US East Coast (Virginia)

  • Interconnect - US West Coast (Oregon)

*Only select an interconnect region if you have Twilio Interconnect on your CxEngage tenant. If you do not have Twilio Interconnect, select a different region.

Forced

Enables you to force the Twilio region that an agent uses when making or receiving calls via Twilio via the Agent Toolbar. Agents can't override this setting.
WebRTC Click the status indicator to enable agents to receive or make voice calls. The indicator is gray when disabled and green when enabled.
Label Allows you to customize what shows for the Active Voice Pathway and the WebRTC extension throughout your CxEngage tenant.
Extension Prefix For internal use only.
Global Dial Parameters For internal use only.

See also:

Details

The information for each parameter in the table below must be in the same case as it appears in Salesforce. For example, if the Username in Salesforce is JSmyth and you enter jsmyth in CxEngage the integration won't work.

If you have two or more instances of Salesforce, you can create integrations for each instance. These could be, for example, a sandbox instance and a production environment.

 

Parameter Description
Username The email address associated with the Salesforce account you're integrating with CxEngage.
Password

The password for the Salesforce account you're integrating with CxEngage.

If you enter incorrect Salesforce credentials, a message alerts you and you are prevented from updating an enabled integration until you enter valid credentials.
Consumer Key The consumerKey for the app that you created in Salesforce.
Consumer Secret The consumerSecret for the app that you created in Salesforce.
Security Token An alphanumeric string that's added to your password which enables CxEngage to log into your Salesforce account. See Reset Your Security Token
Login URL

The URL of the instance of Salesforce that you want to use with CxEngage.

If you leave this field blank, your CxEngage tenant will try to log into Salesforce using the URL of your organization's production instance of Salesforce.
Activity Records Click the status indicator to enable CxEngageactivity records to be sent to Salesforce. The indicator is gray when disabled, and green when enabled.

Listeners

Create a listener in Salesforce integrations to create a connection between Salesforce and CxEngage. The listener uses Push Topics to recognize when there are new work items in Salesforce and sends that information to CxEngage.

To create a listener:

  1. Click +.
  2. Enter the details for the listener:
    ParameterDescription
    NameEnter the name of the listener.
    Active

    Click to enable the listener. When the indicator is green, the listener is enabled.

    You must enable the Salesforce integration before you can enable the listener.
    Topic

    Enter the name of the Push Topic that you created in Salesforce's Workbench.

    TypeThe type of Salesforce record. Enter Case.
  3. Click Create.

See also:

See Configuring Facebook Messaging for more information.

REST API integrations enable you to retrieve data from a variety of sources using their API. You can create multiple REST integrations on your tenant.

Parameter Description
Authentication Method

Choose one of the following:

  • Basic Authentication to authenticate with a username and password. The fields to enter your username and password appear when you select this method.
  • Token to authenticate with a token from the source. The field to enter your token appears when you select this authentication method.
  • No Authentication when no authentication is required for the source from which you are retrieving data
API URI Enter the API endpoint for the source from which you are retrieving data.

Create one or more Zendesk integrations to retrieve data from Zendesk in your flows.

Parameter Description
Username The Zendesk username associated with the account that you're integrating with CxEngage.
Password The password for the Zendesk account that you're integrating with CxEngage.
API URI Your unique API URI for your Zendesk instance. By default, https://subdomain.zendesk.com/api/v2 is entered in this field. Ensure that you update it with your unique subdomain.

Configure the email integration listed in your tenant so agents can work with emails in Skylight Desktop. Currently you can have only one email integration in a tenant.

Note: See Configuring Microsoft Office 365 Email Integrations for detailed instructions on setting up your Office 365 Email Integration to use the Microsoft Oauth protocol.

Details

Parameter Description
Incoming Protocol The incoming protocol type that your email provider uses. For example, IMAP.
Microsoft Access Token The security token issued by Microsoft. This field is automatically populated.
Incoming IMAP Host The URL for your email provider's IMAP server. For example, imap-mail.outlook.com
SMTP Host The URL for your email provider's SMTP host. For example, smtp-mail.outlook.com.
SMTP Port The SMTP port for your email provider. For example, 587.
SMTP Encryption The SMTP encryption type that your email provider uses. For TLS, select STARTTLS. For SSL, select SSL/TLS.
SMTP User The username that you use to log in to the email account. In most circumstances, this is the email address.
SMTP Password The password that you use to access the email account.

Listener

The listener processes emails received through the email integration after the listener is created. If you aren't receiving emails that you are expecting, don't delete the listener as part of troubleshooting. Instead, disable and then re-enable the listener.

To create a listener:

  1. Click +.
  2. Enter the details for the listener:
    ParameterDescription
    NameThe label for the listener.
    Active

    Click to enable the listener. When the indicator is green, the listener is enabled.

    The email integration must be enabled to enable the listener.

    EmailEnter the email address that you are listening to.
    PasswordEnter the password for the email address that you are listening to.
  3. Click Create.

Troubleshooting Tips

  • Office 365: If you are using a mailbox, ensure that you have sufficient permissions to access the mailbox. If you are unsure if you have sufficient permission, log in to the account and confirm that you can send and receive messages without any issues. To set up an integration for Office 365 email using Microsoft OAuth protocol, see Configuring Microsoft Office 365 Email Integrations.
  • Gmail: If you aren't receiving emails to your Gmail account in Skylight Desktop, review the following:
    • In your email integration settings in CxEngage, ensure that the SMTP port is set to 587, and that starttls is selected as the SMTP Encryption
    • In some cases, Gmail prevents some apps from accessing your Gmail account. You may need to enable the Less secure apps setting in your account. See Change account access for less secure apps for more information and steps on changing this setting.
    • Enable IMAP in your Gmail settings. See Read Gmail messages on other email clients using IMAP for more information.

See Setting Up an Integration with Microsoft Teams for more information.

Watch the CxEngageTraining video to see this in action:

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