Setting up Salesforce Open CTI 2.0 Email

To create a queue in Salesforce that will own the cases created by incoming emails:

1. Under Administration Setup, go to Manage Users > Queues to open a list of queues in your organization.
2. Click New.
3. Enter the Label that you want.

   The Label is the queue's display name in Salesforce. The Queue Name will automatically populate based on the Label.

4. For Queue Email, enter the email address you created to forward emails to Salesforce. For example, support@yourcompany.com
5. Under Supported Objects, select Case from the Available Objects list.
6. Click the Add arrow to move Case to the Selected Objects list.
7. Under Queue Members, select the members who will have access to the queue (roles, users, or groups) from the Available Members list.

   At minimum, select your name in the list.

8. Click the Add arrow to move them to the Selected Members list.
9. Click Save.

For detailed information on queues in Salesforce, see Queues and Create Queues.

To configure Email-to-Case settings so that incoming emails create a case or are added to an existing case in Salesforce:

1. On the Setup panel, in the Quick Find box, enter Email-to-case.

2. Under Feature Settings > Service, select Email-to-case from the search results.

3. On the Email-to-Case Settings page, click Edit.

4. Under Email-to-case settings:

   • Check the Enable Email-to-case box.

   • Check the HTML Email box.

5. Under Send Emails from Cases:

   • Check the Insert thread ID in the email subject box.

   • Check the Insert thread ID in the email body box

6. Under On-Demand Service:

   • Check the Enable on-demand service box.

7. Click Save.

As part of the Email-to-Case set up, you must create a routing address. When emails are received by your email address (for example, support@yourcompany.com), they are redirected to this routing address to create or be added to a case in Salesforce.

To set up a routing address:

1. On the Email-to-case settings page, go to Routing Addresses.

2. Next to New, select Email-to-case from the drop-down menu.

3. Click New.

4. Under Routing Information, enter a Routing Name.

5. Enter an existing Email Address that will redirect emails to Salesforce. For example, support@yourcompany.com. This address will route emails directly to Salesforce and convert them to cases.

6. Under Case Settings, select Email from the Case Origin drop-down menu.
   

Either leave the Case Owner field blank or specify a queue. Do not select a specific user to route cases to.

7. Click Save.

8. On the Email to Case Routing Address Detail page, click Verify beside the Email Adress. A verification email is sent to the routing email address that you entered.

9. Click Continue.

Check your email account for a verification email from Salesforce and follow the instructions included. A field called Email Service Address is listed under Routing Addresses once you verify your email address.

Create two rules in your email account for your email address (for example, support@yourcompany.com) that:

• Redirect or forward emails to the Email Service Address.

  This rule ensures that emails sent to your email address are sent to Salesforce to create a new case or to be added to an existing case.

• DO NOT redirect or forward emails sent from noreply@salesforce.com.

  This rule prevents a loop of emails that might occur if any automatic responses are sent from Salesforce to your email address when a new case is created, which would then create another case that sends an automatic response back to your email address. Ensure that this rule runs first so that the no-reply emails aren't processed for the redirect/forward rule.

The steps for creating these rules depend on your email provider. Whether you redirect tor forward also depends on what is available in your email account. For help, please refer to your email provider's documentation: These links provide instructions for some common providers: Gmail: Automatically forward incoming emails to another account Outlook: Automatically forward my messages to another email account Office 365: Forward email to another email account

If you have only one queue in Salesforce, you can use the Support Settings to assign a default case owner for incoming cases. You can also use the default case owner to define who will own an incoming case when there isn't a case assignment rule that matches it. To learn how to set a default case owner in Salesforce, see Customize Support Settings.

If you have multiple queues that you are routing emails to, create a case assignment rule. The case assignment rule allows you to specify which queue should own a case based on the email address that was contacted.

To set up a case assignment rule:

1. Under App Setup, go to Feature Settings > Service > Case Assignment Rule.
2. Click New.
3. Enter a Rule Name.
4. Select the Active checkbox.
5. Click Save.
6. Under Rule Entries, click New.
7. For Sort Order, enter the order in which the rule will be processed. For example, enter 1 if it should be the first rule processed or 2 if it should be the second rule processed.
8. For Step 2: Select the criteria for this rule entry, select:
   • Run this rule if the following: criteria are met
   • Field: Case: Web Email
   • Operator: Equals
   • Value: Your email address (for example, support@yourcompany.com)
9. For step 3: Select the user or queue to assign the case to, select:
   • From the drop-down menu: Queue
   • From the lookup menu: The queue you created to own the cases sent to the corresponding email address
10. Click Save.
11. Repeat steps 6 to 10 for any additional rules you want to add for other email addresses and queues.

By creating and using a Last Email Received custom date/time field, a workflow rule will update this field for incoming cases, which indicates that the new email came from outside of Salesforce.

To create a custom case field for Last Email Received:

1. From the Setup panel, navigate to Objects and Fields > Object Manager > Case.
2. Under Case Custom Fields & Relationships, click New.
3. For the Data Type, select Date/Time.
4. Click Next.
5. Complete the following fields:

• Field Label: Last Email Received

• Field Name: This field auto populates based on what you enter for a label

6. Click Next.

7. Keep the default visibility settings

8. Click Next.

9. Keep the default page layouts settings.

10. Click Save.

For detailed information on custom fields in Salesforce, see Create Custom Fields.

Creating a custom field for Contact Point will allow you to create a workflow rule that updates this field whenever the contact point in an email interaction changes.

To create a Contact Point case field:

1. From the Setup panel, navigate to Objects and Fields > Object Manager > Case.
2. Under Case Custom Fields & Relationships, click New.
3. For the Data Type, select Email.
4. Click Next.
5. Complete the following fields:
   • Field Label: Enter Contact Point
     Use this specific field label to match up with the other rule settings. Avoid changing it to avoid impacting the configuration rules.
   • Field Name: (Automatically populates based on what you enter for a label)
6. Click Next.
7. Keep the default visibility settings
8. Click Next.
9. Keep the default page layout settings.
10. Click Save.

Before you create the workflow rule, you need the ID for the queue you created.

To find the queue ID:

1. Under Administration Setup, go to Manage Users > Queues.
2. Click the Queue name in the list.
3. Locate the ID in the URL between ?id= and &.

   For example, if you see ?id=00G22000000R4PB&setupid=Queues in the URL, 00G22000000R4PB is the ID. For more information, see How Unique IDs work in Salesforce.

This workflow rule updates the custom Last  Email Received custom field with the created date.

To create the workflow rule for your incoming emails:

1. On the Setup panel, in the Quick Find box, enter Workflow Rules.
2. Under Process Automation, click Workflow Rules.
3. Click New Rule.
4. For Object, select Email Message.
5. Click Next.
6. In Rule Name, enter the name that you want, for example "<QueueName> NewEmail".
7. Under Rule Criteria for "Run this rule if the" select formula evaluates to true.
8. Click Add filter logic.
9. In the text box enter:

    Parent.Owner:Queue.Id  = "<queue ID>" &&  Incoming  = true

   For example, if your queue ID is 00G22000000R4PB, you would enter:

   Parent.Owner:Queue.Id  = "00G22000000R4PB" &&  Incoming  = true

10. Click Save & Next.
11. Under Immediate Workflow Actions, click Add Actions and select New Field Update.
12. In the Identification section enter:
    • Name: LastEmailReceived
    • Unique Name: (Automatically populates based on the name)
    • Field to Update: Select Case in the first drop-down menu and Last Email Received in the second drop-down menu.
13. Under In Specify New Field Value, select Use a formula to set the new value.
14. In the formula text box, enter CreatedDate.
15. Click Save.
16. Click Done.

    You are taken back to the workflow rule's record.

17. Click Activate.

1. On the Setup panel, in the Quick Find box, enter Workflow Rules.
2. Under Process Automation, click Workflow Rules.
3. Click New Rule.
4. For Object, select Email Message.
5. Click Next.
6. In Rule Name, enter the name you want such as UpdateContactPoint.
7. Under Evaluation Criteria, select "Evaluate the rule when a record is": created.
8. Under Rule Criteria, for "Run this rule if the" select criteria are met.
9. For the criteria select:
   • Field: Email Message: Is Incoming
   • Operator: equals
   • Value: True
10. Click Save & Next.
11. Under Immediate Workflow Actions, click Add Workflow Action and select New Field Update.
12. In the Identification section, enter:
    • Name: Enter the name you want, for example "Update Contact Point"
    • Unique Name: (Automatically populates based on the name)
    • Field to Update: Select Case from the first drop-down menu and Contact Point from the second drop-down menu.
13. Under Specify New Field Value, select Use a formula to set the new value.
14. In the formula text box, enter ToAddress.
15. Click Save.
16. Click Done.

    You are taken back to the workflow rule's record.

17. Click Activate.

This workflow rule updates the case owner if the Contact Point custom field changes value during the case.

To create the workflow rule:

1. On the Setup panel, in the Quick Find box, enter Workflow Rules.
2. Under Process Automation, click Workflow Rules.
3. Click New Rule.
4. For Object, select Case.
5. Click Next.
6. For Rule Name, enter the rule name you want such as UpdateCaseOwner.
7. For Evaluation Criteria, select "Evaluate the rule when a record is" created, and any time it's edited to subsequently meet criteria.
8. For Rule Criteria, select "Run this rule if the" criteria are met.
9. For the criteria select:
   • Field: Case: Contact Point
   • Operator: equals
   • Value: Enter the email address that if contacted, the case owner needs to be updated to a new queue. For example sales@yourcompany.com
10. Click Save & Next.
11. Under Immediate Workflow Actions, click Add Workflow Action and select New Field Update.
12. In the Identification section enter:
• Name: Enter the name you want, for example UpdateCaseOwner
• Unique Name: (Automatically populates based on the name)
• Field to update:Select Case from the first drop-down menu and Case Owner from the second drop-down menu.
13. Under Specify New Field Value select the case owner:
    • Drop-down menu: Queue
    • Look-up: Select the queue that should own the case based on the email address you entered in the Rule Criteria.
14. Click Save.
15. Click Done.

16. Click Activate.

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 Email-to-case PushTopic enter these values:
   • ApiVersion: Select the API version to use
   • Name: PushTopicInsert
   • NotifyForFields: Referenced
   • NotifyForOperationCreate: false
   • NotifyForOperationDelete: false
   • NotifyForOperationUndelete: false
   • NotifyForOperationUpdate: true
   • Query: SELECT Id, API Name FROM Case WHERE OwnerID='xxxyyyzzz'
     

     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'
     

     • 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.

9. Click Confirm Insert.

1. Log in to the CxEngage for your region.
2. Navigate to Configuration > Integrations.
3. Click the existing active Salesforce integration to modify it.
4. In the Listeners section, click +.
5. Enter the following details for the Email listener:
   • Name: Enter PushTopicsInsert.
   • Active: Click to enable the listener. When the indicator is green, the listener is enabled. The Salesforce integration must be enabled before you can enable the listener.
   • Listener Type: Select Email to Case.
   • Topic: Enter PushTopicsInsert.
   • Salesforce Object Type: Enter Case.
6. Click Submit.