Configuring Push Topics for Salesforce Integration

As part of setting up CxEngage integration with Salesforce for email, you need to create and subscribe to a Push Topic in Workbench. Push Topics are a connection between Salesforce and CxEngage that recognize when there is a new email message in Salesforce and sends that information to CxEngage.

Before you complete these steps, ensure that you have completed all of the steps to configure your Salesforce and email settings.

Creating a Push Topic

1. Go to https://workbench.developerforce.com/.

2. Select either Production or Sandbox depending on which environment your Salesforce organization is in.

3. Click Login with Salesforce.

   Make sure that you log in with the same Salesforce account for the Salesforce organization that you are setting up with the integration.

4. Go to data > Insert.
5. For Object Type, select PushTopic.
6. Select Single Record.
7. Click Next.
8. For the PushTopic field values enter:
   • ApiVersion: Select the API version to use. At minimum, use version 40.0.
   • Name: Enter the name you want for the Push Topic.
   • NotifyForFields: Referenced
   • NotifyForOperationCreate: false
   • NotifyForOperationDelete: false
   • NotifyForOperationUndelete: false
   • NotifyForOperationUpdate: true
   • Query: SELECT Id, <Custom Field API name> FROM Case WHERE OwnerID = '<queue ID>'
     • For help finding the API name for the Last Email Received custom field that you created, see Find the API name of a field.
     • Enter the queue ID for the queue that owns the incoming cases. This is the same ID that you used in the workflow rule.

     For example, if the API name for your Last Email Received custom field is LastEmail__c and your queue ID is 00G22000000R4PB, your query is:

     SELECT Id, LastEmail__c FROM Case WHERE OwnerID = '00G22000000R4PB'

9. Click Confirm Insert.

Streaming the Push Topic

Subscribe to the Push Topic you created so that you can see the email activity once emails are sent.

To stream the Push Topic:

1. In Workbench, go to queries > Streaming Push Topics.
2. From the Push Topic menu, select the name of the Push Topic that you created.
3. Click Subscribe.

   A message stating "Connected" shows above the Push Topic. Once emails are sent, you will see activity listed here.

Next, you're ready to create the integration and a listener in CxEngage to begin processing incoming emails and handling them in the Agent Toolbar.