Integrating CxEngage with Salesforce Email

When you integrate Salesforce with CxEngage, emails sent to your email address (for example, support@yourcompany.com) create cases or are added to an existing case in Salesforce. Then, using Push Topics, a notification is sent to the CxEngage Agent Toolbar with a work offer for a new email interaction or alerting that a new email has come in for an existing case. Agents can reply to the email from Skylight or the Agent Toolbar.

You can set up multiple integrations if you have more than one Salesforce organization (for example, sandbox and production).

Before You Begin

To integrate CxEngage with Salesforce for email interactions, you must:

• Have at least one email account to use as a contact point (for example, support@yourcompany.com)
• Be an Administrator in your Salesforce organization
• Be an Administrator in your CxEngage tenant
• Have an email flow in CxEngage
• Have an email dispatch mapping in CxEngage

Configuration and Authentication

Configuring email integration with Salesforce involves:

1. Configuring Salesforce with:
   • A CxEngage connected app
   • Queues
   • Email-to-Case
   • A routing address
   • Custom case fields
   • Case assignment rules
   • Workflow rules
2. Creating a Push Topic in Workbench.
3. Creating a Salesforce integration in CxEngage.
4. Creating listeners within your Salesforce integration in CxEngage.