Salesforce Integration
The Salesforce and CommBox integration allows users to seamlessly use Salesforce’s powerful CRM for managing daily sales and service interactions while managing communication channels through CommBox . With this integration, CommBox conversation area is displayed in an embedded window within the Salesforce platform. The content of conversations received from the bot or agent automatically merges into Salesforce CRM. The agent can handle customers while viewing conversation history and case data stored in Salesforce.
The integration consists of 2 main parts:
Client-side integration – Embedding CommBox conversation window in Salesforce.
Server-side integration – Communication between CommBox server and Salesforce server for:
* Searching for customers in Salesforce by their customer identifier (usually mobile phone number or email) and enriching customer details in the CommBox customer info card.
* Automatically create new records in Salesforce as needed, such as contacts, accounts, cases, and more.
* Transferring conversation text, attached files, and AI conversation summary to Salesforce.
Dynamics 365 Integration
The integration between Dynamics 365 and CommBox combines Dynamics’ business resource management tools with CommBox communication capabilities.
On the client side – CommBox conversation window is embedded by installing and configuring the Microsoft Dynamics 365 Channel Integration Framework application. The agent will be able to see the CommBox conversation window integrated into the Microsoft Dynamics 365 application of their choice.
On the server-side integration – Communication between CommBox server and Microsoft Dynamics 365 server for:
* Searching for customers in Microsoft Dynamics 365 by customer identifier (usually mobile phone number or email) and enriching customer details in the CommBox customer info card.
* Automatically creating new records in Microsoft Dynamics 365 as needed, such as contact, account, case, and more.
* Transferring conversation text, attached files, and AI conversation summary to Microsoft Dynamics 365.
The integration process includes configuring CommBox in Microsoft Dynamics 365 Channel Integration Framework, creating an application user in Microsoft, and registering CommBox application in Microsoft Entra Admin Center, opening API permissions, and copying security keys to the integration module in CommBox and additional configurations in both platforms.
Appropriate Admin permissions are required for both platforms, and after activating the general settings, the integration can be activated for each CommBox communication channel separately.
Integration with Priority ERP
The integration between Priority ERP and CommBox complements Priority ERP’s business resource management tools with CommBox customer communication solutions. To activate the integration, admin permissions are required on both platforms. For Priority customers – they need to obtain an API user with correct access details to be added to CommBox settings page. After activating general settings, managers need to activate the integration for each CommBox communication channel separately.
Integration with SAP C4C
The SAP C4C platform is a CRM platform that allows users to manage their customers, sales, and marketing actions from a central cloud location. Through this integration, users on the SAP platform can communicate with their customers via CommBox , which is embedded as an iFrame in the SAP console.
Supported modules for integration with SAP:
Email, Facebook Messenger, Facebook, WhatsApp, SMS/text, chat, audio chat, video chat, Instagram, Telegram, voice, and Google Business messages. Agents need to log into all relevant systems alongside the SAP platform for the integration to work.
After completing the integration, agents can click on the “Live Activity” button to open the CommBox application. Agents need to be logged into the relevant CommBox channels to work with the integration.
Integration with Zendesk
The integration allows the agent to create a ticket in Zendesk from within the conversation.
User Guides
- Installing Salesforce Integration
- Common Salesforce Integration Scenarios
- Installing Dynamics 365 Integration
- Installing Priority ERP Integration
- Integration with SAP C4C
- Integration with Zendesk
