Integrate Salesforce with Webex App

Before continuing, please make sure you meet the following prerequisites:

• The user performing the setup must be an administrator for the Salesforce organization where the integration is to be installed.

• This integration requires a minimum of Salesforce Enterprise Edition. See Salesforce Editions for more information.

• The organization must have Webex configured with the correct licenses for the functionality required including, messaging, meeting, and calling.
• All users using the integration must have Salesforce access and the required Salesforce licenses.
• All users must have the requisite Webex licenses in order to use specific Webex functionality such as Webex Meetings and Webex Calling from within Salesforce.

  CUCM and Broadworks are supported with partial functionality. See Calling limitations in the Calling tab for more details.

• This integration is available for Salesforce Lightning.

  You must deploy My Domain in your org if you want to use Lightning components. See the My Domain Salesforce documentation for more information.

• You must configure user access to integrations in your organization.

  • Without Pro Pack—When you have the basic Control Hub, you can choose to allow or deny access to all integrations for all of your users.

  • With Pro Pack—With Pro Pack, you have advanced functionality to manage access to integrations for users.

  See Configure User Access to Integrations for more information.

For versions of the Webex Salesforce integration later than 1.14, you can now upgrade using Salesforce Exchange.

To install the Webex integration via Salesforce Exchange:

1. Navigate to Webex App for Salesforce in the AppExchange.
2. Select Get It Now.
3. Select the Connected Org in which you want to install the integration.
4. Install the app for Administrators only.
5. Continue with Authorize the Webex integration in the Install and administer tab.

Before you follow the configuration steps, you must first go to the release notes and download the latest version of the Webex App Salesforce Package.

Requirements

Salesforce Enterprise Edition

This integration requires a minimum of Salesforce Enterprise Edition. See Salesforce Editions for more information.

My Domain in Salesforce org

You must deploy My Domain in your org if you want to use Lightning components. See the My Domain Salesforce documentation for more information.

User access in Control Hub

You must configure user access to integrations in your organization.

• Without Pro Pack—When you have the basic Control Hub, you can choose to allow or deny access to all integrations for all of your users.

• With Pro Pack—With Pro Pack, you have advanced functionality to manage access to integrations for users.

See Configure User Access to Integrations for more information.

Calling

• Webex Calling is fully supported for inbound and outbound calls for call control within Salesforce.

• Calling in Webex (Unified CM) is partially supported. Only outbound calls open up a logging pop-up into Salesforce. For inbound, the Webex App rings but Salesforce cannot intercept the call, so the logging pop-up does not appear.

If you're working with Webex for Salesforce version 1.18 or earlier, before you can work with Webex Calling within Salesforce, you'll need to configure a Salesforce authorization. Follow the sections in this article to get up and running.

1. Create a Connected App

To create a new Connected App:

1. In Setup, search for App Manager and then choose New Connected App.

   

2. Enter a Connected App Name, for example, MyExampleApp.
3. Enter a Contact Email address.
4. Check Enable OAuth Settings.
5. Specify a placeholder Callback URL (we’ll update this later), for example, https://localhost/placeholder.

   

6. Scroll down and choose the following OAuth Scopes:
   • Full access (full)
   • Perform requests at any time (refresh_token, offline_access)

   

   The Perform requests at any time scope allows Named Credentials to refresh your access token when a session expires.

7. Scroll to the bottom of the page and click Save and then click Continue.
8. In the next page, scroll to API (Enable OAuth Settings) and click Manage Consumer Details.

   

   You may need to reauthenticate with Salesforce.

9. Make a note of the Consumer Key and the Consumer Secret.

   

2. Create an Auth Provider

Next you'll need to create an authentication provider, which facilitates the authentication with your Salesforce organization.

To create an auth provider:

1. In Setup, search for Auth and select Auth. Providers. Click New.

   

2. Select Salesforce as the Provider Type.
3. Enter a name for the Auth provider, for example, ApexMDTAPI.
4. Paste in the Consumer Key and Consumer Secret you saved when configuring your Connected app.
5. Enter the following scopes in Default Scopes, full refresh_token offline_access.
6. Leave everything else blank and click Save.

   

7. Copy the Callback URL from the Salesforce Configuration section.

   

8. Edit your Connected App and replace the placeholder URL with the Callback URL you copied from the Salesforce Configuration above.

   

9. Save your Connected App.

   You may need to wait up to 10 minutes to allow the settings to take effect and propagate throughout Salesforce’s infrastructure.

3. Create a named credential

You'll then need to create a named credential.

To create a named credential:

1. In Setup, search for Named and select Named Credentials. Click New Legacy.

   

2. Enter the following value for Label, ApexMDTAPI.
3. For the URL, enter your organization’s instance URL, for example, https://na1.salesforce.com, or, if you are using My Domain, your fully qualified My Domain domain name, for example, https://mycompany.my.salesforce.com.
4. For Identity Type, choose Named Principal.
5. For Authentication Protocol choose OAuth 2.0.
6. For Authentication Provider, choose the auth provider you created earlier.
7. For Scope, enter, full refresh_token offline_access.
8. Enable Start Authentication Flow on Save.

   

9. In Callout Options, enable Allow Merge Fields in HTTP Body and then click Save.

   

10. You’ll be prompted to login to your organization. After you login, you’ll see an Allow Access dialog. Click Allow.
11. You’ll then be redirected the Named Credential Screen and the Authenticated Status will indicate Authenticated as your-email@domain.com.

4. Create your site in the Webex Admin Screen

Finally, continue to the next topic in the Calling tab, Create site for calling, below.

For Webex for Salesforce integrations version 1.19 and later, follow the instructions in this article to remove any existing Webex Connected App for authorizations, named credentials, and auth providers, and then create a new Webex Connected App for Salesforce authorization.

Remove any existing Webex Connected apps, named credentials, and auth providers

If you have previously created a Webex Connected App authorizations, named credential, or auth provider, you’ll need to remove them before continuing. Otherwise, continue to Create a new Webex Connected App below.

Remove your existing Webex Connected app:

1. In the upper right corner of your Salesforce landing page, select the gear icon and choose Setup.
2. In the Quick Find text box enter App Manager and select it from the list.
3. Scroll to your Webex Connected App in the list, click the down arrow icon at the right of the entry and choose View.
4. Select Delete and then select Delete again when asked to confirm.

Remove any existing Webex Named Credentials:

1. In the Quick Find text box enter Named Credentials and select it from the list.
2. 2. Click the down arrow at the right of the Webex named credentials entry and choose Delete.
3. 3. Choose Delete again when asked to confirm.

Remove any existing Webex Auth Providers:

1. In the Quick Find text box enter Auth. Providers and select it from the list.
2. Select the Del link at the beginning of the Webex auth provider entry.
3. Select OK when asked to confirm.

Continue to the next section to create a new Webex Connected App for Salesforce authorization.

Create a new Webex Connected App for Salesforce authorization

To create a new Webex Connected App for Salesforce authorization:

1. In the upper right corner of your Salesforce landing page, select the gear icon and choose Setup.
2. Retrieve your domain URL: in Quick Find, search for and select Domains, and save the URL from My Domain.

1. In the Quick Find text box enter App Manager and select it from the list.
2. Enter a Connected App Name, for example, Webex Salesforce Authorization.
3. Enter an email address for Contact Email.
4. Check Enable OAuth Settings.
5. Enter two callback URLs using the URL you retrieved earlier, one per line, and adding /apex/ webexsfdcauth and /apex/ cisco_webex__webexsfdcauth as suffixes. For example:

   https://my-company.my.salesforce.com/apex/webexsfdcauth

   https://my-company.my.salesforce.com/apex/cisco_webex__webexsfdcauth

6. Choose the following scopes from the Available OAuth Scopes list in Selected OAuth Scopes:
   • Full access (full)
   • Perform requests at any time (refresh_token, offline_access)
7. Uncheck Require Proof Key for Code Exchange (PKCE) Extension for Supported Authorization Flows.
8. Save the Connected App and make a note of the generated Consumer Key and Consumer Secret for later use.

When a new pack is available, follow the steps in Install the Webex App in Salesforce. You don't need to uninstall the old version first and you won't lose your configured settings.

To see information on the new installation packs and where to download them, see the Webex Salesforce integration release notes.

To enable or disable call history:

1. Go to Webex Admin.
2. Scroll down to Webex Call History.
3. Switch the toggle to the desired setting, either enabled or disabled.

   When enabled, Call History is available to all users and profiles.

For CUCM and Broadworks users, the following functionality is unsupported:

• Receiving inbound calls in the Salesforce global dialer (Webex App will still receive inbound calls)
• Viewing call durations in the Salesforce call log window after successfully placing an outbound call
• Ending calls via the button in the Salesforce call log window after successfully placing an outbound call
• Automatically populating call durations in the Salesforce call log window after ending an outbound call

For all Salesforce integrations, note the following limitation:

• Salesforce enforces an event count limitation (25,000) which may cause integrations to fail under heavy usage. Salesforce packages are available to increase that limit. For more information, see https://developer.salesforce.com/docs/atlas.en-us.platform_events.meta/platform_events/platform_event_limits.htm.

• Webex calling utility components are not available in the Salesforce mobile app.

Using the Webex Webinars Import Webinar Data configuration panel, authorized Salesforce users can import Webex webinar invitees, registrants, and attendees directly into Salesforce objects such as leads and contacts.

The Import Webinar Data configuration interface is available from the Webex Admin page:

Once webinar import is enabled, authorized users can import Webex webinar data using the Webex Webinars widget:

Assign Webex webinar permissions to Salesforce users

Before your users can access the Webex webinar import functionality, you’ll need to assign the Webex Import Admin permission to each.

To assign permissions to a user:

1. Navigate to Integrate Salesforce with Webex App.
2. Choose the Manage tab at the bottom of the article and then expand Provide access:

   

3. Follow the instructions to add the Webex Import Admin permission to your Salesforce user accounts.

Configure the Webex webinar time range display

To configure the time range of Webex webinars displayed:

1. Click the Salesforce Apps button, enter Webex in the search field and then choose Webex Admin:

   

2. Find the Webex Webinars panel and enter the number of days for which you want to display past and upcoming webinars in the home page Webex webinars widget:

   

Continue to configure the Webex webinar import field mappings.

Configure Webex webinar import field mappings

Using the Webex webinar import settings, you define mappings between Salesforce objects and Webinar object fields. For instance, you can map first and last names of a Salesforce Contact object to the parallel field names for webinar invitees, registrants, and attendees: firstName and lastName.

To configure Webex webinar import settings:

1. In the Webex Admin page, scroll down to the Import Webinar Data panel:

   

2. Choose a Salesforce object from the Object drop down list:

   

   For the Object, you can choose from the following standard Salesforce objects in addition to any available configured Custom objects:

   • Contacts
   • Leads

   Choose the Insert New Records for every Webinar toggle if you want all imported Webinar participants to be created as new object records, unless they have already been imported for the same Webinar (based on the selected primary key). Existing records will not be updated, even if the primary key matches, unless they are imported for the same Webex Webinar.

   For those standard objects, you can choose to link them to your Salesforce campaigns as:

   • Campaign Members: Imported Leads and Contacts are available in a target Salesforce Campaign's Campaign Members section, which is a standard Salesforce feature. (Available in version 1.16 and later)
   • Webex Webinar Campaign Members: Imported Leads and Contacts are available in a target Salesforce Campaign's Webex Webinar Campaign Members section, which is a custom Webex feature.
   • Both Campaign Members and Webex Webinar Campaign Members: Imported Leads and Contacts are available in both locations within a Salesforce Campaign. (Available in version 1.16 and later)
   Any other Custom object you choose from the list will be imported into the target Salesforce Campaign's Webex Webinar Campaign Members section.

3. In the Primary key selection interface, choose a unique field as a primary key and use the right arrow to move it to the Selected list:

   

   For the Primary key, choose an available field that will be unique to each record. For instance, you may have many contacts with the first name Mark, but each contact will have a unique email address.

4. In the Data field mapping interface, choose a field from the Salesforce object you’ve selected and map it to a corresponding field for the webinar object. Use the + New Field button to add additional fields as required.
   All Salesforce object fields must be mapped to corresponding webinar fields as shown above.
   Only standard questions from Webex webinar registration forms can be mapped to Salesforce fields. Custom Webex webinar questions are not supported.
5. You can remove fields you’ve added using the trash can icon adjacent the field on the right.
6. Click Save when you’re finished, and once you’ve verified your primary key, click Save in the confirmation dialog:

   

   The mappings are displayed in the updated panel:

   

   You can delete object mappings using the trash can icon, which will display an additional confirmation dialog, or modify existing mappings using the pencil icon.
   You can always return here and change the primary key, but this will not update the primary key for records already imported in the system. As a result, this may lead to duplicates, so modify primary keys cautiously.

Once you’ve configured the webinar field mappings, choose who has access to the webinar data import functionality.

Enable webinar data import for your Salesforce users

With the webinar field mappings established, you can then choose who has access to the webinar data import feature. Options include global access for every user account with the correct permissions, individual user accounts, and users who are members of particular Salesforce profiles.

Enable webinar data import for all users

To enable webinar data import for everyone in your Salesforce organization, toggle Enable webinar import for all Profiles/Users to Enabled:

Enable webinar data import for selected users or profiles

You can enable webinar data import for selected individual users or for specific sets of users matching a particular Salesforce user profile.

To enable webinar data import for selected users or profiles:

1. Make sure Enable webinar import for all Profiles/Users is Disabled:

   

2. From the Enable webinar import only for these Profiles/Users drop down, select either Profile or User:

   

   • To add a profile, select Profile, and click in the search text box and choose a Salesforce role from the drop-down list. Click Add to add the role:

     

   • To add an individual user, select User, and enter a username in the text box. Click Add to add the user:

     

   To delete a user or profile, click the trash can icon adjacent the entry.