LiveText Agent for Salesforce Installation Guide

LiveText Agent for Salesforce Installation Guide (C) 2015 HEYWIRE ALL RIGHTS RESERVED

LiveText Agent for Salesforce Installation Guide Table of Contents Who should be looking at this document... 3 Software Installation and Configuration... 3 How to install LiveText Agent for Salesforce... 3 Obtaining an Account ID and Activation Code... 4 Configuring LiveText Agent for Salesforce... 5 Designate the users who should have access to LiveText Agent... 5 Establishing a connection between the Salesforce org and LiveText... 9 Basic Information... 16 Response Management... 16 Assign Users... 18 Screen pop Options... 19 LiveText Session Workspace Options... 20 LiveText Transcript Options... 21 Add the Opt-out for Text Messages, Opt-in for Text Messages, and Send Text Message buttons to Account, Case, Contact, Lead and Opportunity objects... 21 Verifying the LiveText Agent configuration... 23 Adding the Opt-out for Text Messages and Opt-in for Text Messages buttons to the Account, Contact and Lead list views... 25 Automated Text Session Header Management... 27 Automating Text Session Header Status Changes... 27 Adding Text Session Transcripts to Contacts, Cases, Leads, Accounts and Opportunities... 31 Adding a Text Session option to the Case Origin Picklist... 35 Adding a Text Session option to the Account/Lead Source Picklist... 37 Adding a Text Session option to the Task Subject Picklist... 38 Adding a Text Session option to the Event Subject Picklist... 39 Adding Quick Text to the LiveText Messaging Pane (Beta)... 40 Providing access to LiveText reports... 45 Next steps... 48 2 www.heywire.com/livetext/

LiveText Agent for Salesforce Configuration and Installation Who should be looking at this document This document is intended for Salesforce System Administrators installing and configuring LiveText Agent to a Salesforce organization. Not a System Admin? Salesforce users looking to get the most from LiveText Agent for Salesforce should instead refer to the LiveText Agent User Guide available on the LiveText Agent AppExchange Listing: (https://appexchange.salesforce.com/listingdetail?listingid=a0n3000000b5hbteaj). Software Installation and Configuration The guide provides information on how to install LiveText Agent for Salesforce and how the application should be configured for other Salesforce users. A user with administrative privileges must complete the instructions in this manual. LiveText Agent for Salesforce is compatible with the Salesforce Service Cloud Enterprise and Unlimited editions as well as Salesforce Sales Cloud with Sales Agent Console. Please note: the Salesforce Desk.com edition is not supported. How to install LiveText Agent for Salesforce 1. Log into the Salesforce account with administrative privileges that will be used to install the application. 2. Copy and paste the following URL into a Web browser: https://appexchange.salesforce.com/listingdetail?listingid=a0n3000000b5hb teaj 3. Click the button to download the app. 4. Chose to install the application in either the production or sandbox org. 5. Click the check box indicating that, I have read and agree to the terms and conditions. Click the button. 6. The Install LiveText page should be displayed. Select the option Grant access for Admin Only. Click the install button. 7. The Approve Third-Party Access pop-up should be displayed. Click the checkbox next to Yes, grant access to these third-party web sites. and click Continue. 3

LiveText Agent for Salesforce Installation Guide 8. LiveText Agent should now be installing. It may take a few minutes to install and Salesforce may display a message indicating that the installation is taking a long time to install. This is expected and you will receive an email once this install has completed. 9. When the installation has completed, a confirmation page will be displayed and the LiveText Admin tab should be available. Obtaining an Account ID and Activation Code After the LiveText Agent installation process has been successfully completed, there are Two Steps to get up and running: Step 1 - Confirmation Email: An email with a link to a web form will be sent to the email address configured for the Salesforce account. This is required information enabling us to verify your organization s ownership of the text enabled phone number. Step 2 - Activation: Once your phone numbers are verified a HeyWire representative will contact you and your organization. Haven t received an email? If you do not receive the welcome email or have misplaced it please contact HeyWire at 1-844-HeyWire (439-9473). Please be prepared to specify the support numbers your organization will be using with our service. Once your phone numbers have been verified you will be provided with an Account Id and Activation Code. Please Note: You will need both credentials to complete the installation process. 4 www.heywire.com/livetext/

LiveText Agent for Salesforce Configuration and Installation Configuring LiveText Agent for Salesforce LiveText Agent allows multiple Salesforce agents to respond to SMS messages sent to multiple phone numbers. To properly configure the routing of inbound SMS messages to be received by the appropriate support agent(s) the following steps are required: 1. Designate the support users who will have access to LiveText Agent. 2. Establish a connection between the Salesforce organization and LiveText. 3. Enter the support numbers to be text enabled in Salesforce and configure the appropriate settings for these numbers. Designate the users who should have access to LiveText Agent Before specific users can be designated to have access to LiveText Agent, permission sets need to be created for the Salesforce License Type. To create a permission set: 1. Navigate to Administer > Manage Users > Permission Sets 2. If LiveText Admin Standard Object Permissions, LiveText Agent Standard Object Permissions, and LiveText Manager Standard Object Permissions do not yet exist, click the Clone link associated with LiveText Admin, LiveText Agent, and LiveText Manager. 5

LiveText Agent for Salesforce Installation Guide Name the appropriate corresponding cloned permission set LiveText Admin Standard Object Permissions, LiveText Agent Standard Object Permissions, and LiveText Manager Standard Object Permissions. 3. Next, set the properties based on the corresponding PERMISSION SETS from the tables below. a. PERMISSION SET: LiveText Admin Standard Object Permissions a1. Click on the Permission Set name on the Permission Sets screen to open the Permission Set Overview. 6 www.heywire.com/livetext/

LiveText Agent for Salesforce Configuration and Installation a2. Click on the corresponding link to set the permissions for each section in the table below. Remember to click Save for each section. Assigned Apps (Click on the Assigned Apps link to access) Assigned Connected Apps (Click the Assigned Connected Apps link to access) Object Settings (Click on the Object Settings link to access) System Permissions (Click on the System Permissions link to access) 1. LiveText.LiveText 2. LiveText.LiveText Admin 1. LiveText for Salesforce 2. LiveText for Salesforce (QA) 1. Account: Read, Create, Edit, View All 2. Cases: Read, Create, Edit, View All 3. Cases (Tab Visibility): Visible 4. Contacts: Read, Create, Edit, View All 5. Documents: Read, Create, Edit, View All 6. Documents (Tab Visibility): Visible 7. Leads: Read, Create, Edit, View All 8. PushTopics: Read, Create, Edit, Delete 1. API Enabled 2. Customize Application 3. Manage Package Licenses 4. View Set-up and Configuration 5. Assign Permission Sets 6. Manage Profiles and Permissions Sets b. PERMISSION SET: LiveText Manager Standard Object Permissions b1. Navigate back to the Permission Set screen and click the Permission Set name to open the Permission Set Overview. b2. Click on the corresponding link to set the permissions for each section in the table below. Remember to click Save for each section. Assigned Apps (Click on the Assigned Apps link to access) Object Settings (Click on the Object Settings link to access) 1. LiveText.LiveText 2. LiveText.LiveText Admin 1. Account: Read, Create, Edit, View All 2. Cases: Read, Create, Edit, View All 3. Cases (Tab Visibility): Visible 4. Contacts: Read, Create, Edit, View All 5. Documents: Read, Create, Edit, View All 7

LiveText Agent for Salesforce Installation Guide System Permissions (Click on the System Permissions link to access) 6. Documents (Tab Visibility): Visible 7. Leads: Read, Create, Edit, View All 8. PushTopics: Read, Create, Edit, Delete 1. API Enabled 2. Customize Application 3. Manage Package Licenses 4. View Set-up and Configuration 5. Assign Permission Sets 6. Manage Profiles and Permissions Sets c. PERMISSION SET: LiveText Agent Standard Object Permissions c1. Navigate back to the Permission Set screen and click the Permission Set name to open the Permission Set Overview. c2. Click on the corresponding link to set the permissions for each section in the table below. Remember to click Save for each section. Assigned Apps (Click on the Assigned Apps link to access) Object Settings (Click on the Object Settings link to access) System Permissions (Click on the System Permissions link to access) 1. LiveText.LiveText 1. Account: Read, Create, Edit, View All 2. Cases: Read, Create, Edit, View All 3. Cases (Tab Visibility): Visible 4. Contacts: Read, Create, Edit, View All 5. Documents: Read 6. Leads: Read, Create, Edit, View All 7. PushTopics: Read, Create, Edit, Delete 1. API Enabled These permission sets may now be associated with the appropriate users. To associate Permission Sets with the Users: 1. Navigate to Setup > Manage Users > Permission Sets 8 www.heywire.com/livetext/

LiveText Agent for Salesforce Configuration and Installation 2. Click the appropriate LiveText permission set you would like to assign to a LiveText user 3. Click Manage Assignments > Add Assignments > and choose the users to associate to the permission set > click Assign Note: Groupings of permission sets MUST be assigned to a user concurrently. 1. For the admin role, assign the following permission sets to the users to grant admin rights a. LiveText Admin b. LiveText Admin Standard Object Permissions 2. For the manager role, assign the following permission sets to the users to grant manager rights a. LiveText Manager b. LiveText Manager Standard Object Permissions 3. For the agent role, assign the following permission sets to the users to grant LiveText agent rights: a. LiveText Agent b. LiveText Agent Standard Object Permissions Establishing a connection between the Salesforce org and LiveText To begin using LiveText a connection between the Salesforce org and LiveText Agent must be established. To create the connection, please follow these steps: 1. Enter Salesforce setup and click Manage Apps > Connected Apps > and click the Edit link next to LiveText. The following screen should be displayed: 9

LiveText Agent for Salesforce Installation Guide 2. Under IP Relaxation select Relax IP Restrictions and click Save. 3. Next enter the LiveText Admin app by clicking the LiveText Admin item in the App Menu. 10 www.heywire.com/livetext/

LiveText Agent for Salesforce Configuration and Installation The following screen is displayed: 4. Enter the appropriate Account ID and Activation Code provided by HeyWire Business and click the Connect button. The following pop-up window should be displayed: 11

LiveText Agent for Salesforce Installation Guide Click the appropriate link to install to either a Production or Sandbox environment. The following screen appears: Clicking the Allow button on this screen will establish a connection between LiveText Agent and the Salesforce org. 12 www.heywire.com/livetext/

LiveText Agent for Salesforce Configuration and Installation NOTE 1: This permission is REQUIRED to enable LiveText Agent to send text messages to the support agents using LiveText Agent. NOTE 2: Your web browser may display an alert indicating that it has prevented a pop-up from launching. Please allow pop-ups for this page in order to continue. After allowing pop-ups to open you may need to re-enter the Activation Code and click Connect again. NOTE 3: If an Account ID and Activation Code have not been received, please contact HeyWire Business at 1-844-HeyWire (439-9473). Please be prepared to specify which phone numbers will be used with LiveText Agent. 5. Once the connection has been established the following confirmation screen will be displayed: The pop-up window may now be closed. 6. Enter the phone numbers to be text enabled and configure the appropriate settings for these numbers. After a connection has been established between LiveText Agent and the Salesforce org the phone numbers that your organization will be using with LiveText Agent can be configured. To begin configuring phone numbers click the Add Phone Number button. 13

LiveText Agent for Salesforce Installation Guide The following screen should now be displayed: 14 www.heywire.com/livetext/

LiveText Agent for Salesforce Configuration and Installation 7. The Phone Number Configuration Settings screen contains all the pertinent information for configuring a specific phone number for use with LiveText Agent. The following sections detail how LiveText Agent utilizes information entered in each field on this screen. The process to configure a phone number should be repeated for each phone number that will be used by LiveText Agent. NOTE: Field level functionality is detailed in the table after each screen shot. 15

LiveText Agent for Salesforce Installation Guide Basic Information Field Name Phone Number Phone Number Label Data Type Numeric Text Basic Information Description The phone number to text-enable. All numbers must be registered with HeyWire Business. To register new phone numbers please contact LiveText Agent support at http://www.heywire.com/support/ The name for the Phone Number. Example: "Main Support Number" or "1-844-HeyWire"` Response Management 16 www.heywire.com/livetext/

LiveText Agent for Salesforce Configuration and Installation Field Name Auto-Response Message Text Session Start Message Text Session End Message Offline Hours Message Response Management Data Description Type Text This message is sent automatically to a customer when a new text populates the notification queue. Text This message is sent automatically to a customer when a text session is started by an agent. Text This message is sent automatically to a customer when a text session is ended by an agent. Text This message is sent automatically when an inbound text session request is sent during off hours. Business Hours Text The business hours supported for the Phone Number. Business Hours can be managed via setup. To enter additional business hours click: Setup à Company Profile à Business Hours ITR Enabled Boolean Interactive Text Response (ITR) automates opt-out tracking, routing to agent queues (via Omnichannel), case creation, off-hour handling and other interactions. Review the Admin Guide for more info: http://www.heywire.com/resources/ (Documentation tab) 17

LiveText Agent for Salesforce Installation Guide Assign Users Field Name Search Assign - Available Members Assign - Selected Members Data Type Alpha Numeric Pick List Pick List Assign Users Description The search function allows the user to search for users within the Salesforce org that have been associated with the LiveText permission set. Users that have been associated with the LiveText Admin, LiveText Manager, or LiveText Agent permission set are displayed. Users that have been associated with the selected phone number are displayed. These users will be alerted of inbound chat requests when they are using the LiveText Agent app and are available for accept inbound requests. 18 www.heywire.com/livetext/

LiveText Agent for Salesforce Configuration and Installation Screen pop Options Screen Pop Options Field Name Data Type Description Records Found Pick Lists Indicates the order that LiveText Agent will pop records to LiveText agents after an inbound text is accepted. Records must include or be linked with the phone number of the inbound text to be popped. If no record types are selected the 'Details' tab will be popped instead. The most recently modified record will be popped IF multiple records of the same type matching the inbound text phone number are found. No Records Found Dropdown Indicates the record type of a record that will pop if no records for the record types listed in the 'Selected record type' selector above match the phone number of the inbound text. If "No Record Type" is selected then the Details tab will be displayed. 19

LiveText Agent for Salesforce Installation Guide LiveText Session Workspace Options LiveText Session Workspace Options Field Name Data Type Description Auto-linking Pick Lists Indicates the record types that will be auto-linked to a new text session after the text session is accepted. Records must include the inbound text's phone number or be linked with a record that includes the inbound text's phone number to be auto-linked with a text session. The most recently modified record will be auto-linked IF multiple records of the same type matching the inbound text's phone number are found. New Tabs Checkboxes The records or pages that will open as subtabs for each new inbound text session. Critical Alert Time (seconds) Number Record type selections made in the Screen pop / No records found section will override selections made here. The number of seconds after a text message is received before the text session tab alerts the agent to respond. 20 www.heywire.com/livetext/

LiveText Agent for Salesforce Configuration and Installation Country Codes Checkbox If selected '+1' will be inserted as a prefix for US and Canadian based numbers. All international numbers (outside US and Canada) will be populated with the appropriate country code prefix regardless of the selection made here. LiveText Transcript Options LiveText Session Workspace Options Field Name Data Type Description Create Activity Records Checkboxes Indicates the activity record types that will be created when a text session is ended. These record types are created for all records linked to text session. Add the Opt-out for Text Messages, Opt-in for Text Messages, and Send Text Message buttons to Account, Case, Contact, Lead and Opportunity objects In order for the agent to have the ability to opt numbers in or out for messaging and send outbound text messages, the Opt-out for Text Messages, Opt-in for Text Messages, and Send Text Message buttons must be configured as part of the Account, Case, Contact, and Lead Salesforce objects. To add these buttons to these objects follow these steps: 1. Select Sales from the Salesforce app menu. 2. Select the Leads tab. 3. Click the name of a Lead from the Recent Leads menu. 4. Click the Edit Layout link in the upper-right corner of the Lead page. 5. Select Buttons from the Lead Layout. 21

LiveText Agent for Salesforce Installation Guide 6. Drag the Opt-out for Text Messages, Opt-in for Text Messages, and Send Text Message buttons to the Custom Buttons box located under the Lead Detail section. Note: Buttons for Opt-out for Text Messages and Opt-in for Text Messages are not available for the Case and Opportunity objects. 7. If the Lightning Experience is enabled for your Salesforce org select Quick Actions and drag the quick actions for Opt-out for Text Messages, Opt-in for Text Messages, and Send Text Message to the Quick Actions in the Salesforce Classic Publisher box located under the Highlights Panel section. 8. Click Save. 9. Repeat steps 1 through 7, substituting Account, Case, Contact and Opportunity for Lead in step 2 until all three objects are configured. 22 www.heywire.com/livetext/

LiveText Agent for Salesforce Configuration and Installation 10. To verify that the buttons have been added to the Account, Case, Contact, Lead and Opportunity screens, view a record for an Account, a Case, a Contact, a Lead and an Opportunity. If the buttons are present, they have been added. If the buttons are not present, please repeat the steps in this section and make sure to click Save in step 7. Verifying the LiveText Agent configuration After all phone numbers have been configured via the LiveText Agent Admin screen the LiveText Agent configuration should be tested to ensure agent routing is working as expected. To verify the connection follow the following process: 1. Log into the Salesforce org with a user who has been configured to use LiveText Agent 2. Navigate to the LiveText application: 23

LiveText Agent for Salesforce Installation Guide 3. Click the LiveText notification bar at the bottom of the screen and change the agent s availability from Offline to Available. 4. Test SMS: Send an SMS message from a cellular phone or from the HeyWire Business mobile app (Available at: http://heywirebusiness.com/downloads/) to one of the previously configured phone numbers that the agent has been assigned to. 5. Confirmation: If the phone number and agent have been configured correctly a message notification will be received. 6. Congratulations, this agent can now start using LiveText Agent! 24 www.heywire.com/livetext/

LiveText Agent for Salesforce Configuration and Installation Adding the Opt-out for Text Messages and Opt-in for Text Messages buttons to the Account, Contact and Lead list views Some customers may not want to receive text messages from specific support numbers. In order to help comply with TCPA regulations buttons have been included to Opt-in for Text Messages and Opt-out for Text Messages. These buttons are added to the list views for Accounts, Contacts, and Leads allowing agents to Opt-in or Opt-out multiple users at a time. Follow these steps in order to set up your buttons. For more information on TCPA visit: http://transition.fcc.gov/daily_releases/daily_business/2015/db0729/fcc-15-72a1.pdf 1. Navigate to Setup 2. Navigate to App Setup > Customize > Contacts > Search Layouts 3. Click Edit to the left of Contacts List View 4. From the Available Buttons list select Opt-in for Text Messages and Opt-out for Text Messages then click the Add button to move them to Selected Buttons. 25

LiveText Agent for Salesforce Installation Guide 5. Click Save 6. Repeat steps 2 through 5 for Accounts and Leads 7. To verify that the buttons have been added to the Account, Contact, and Lead list views, first navigate to any app that includes Contacts. Note: The Sales app includes Contacts by default. 8. Next select the Contacts tab then click All Contacts to see the list view. If the buttons are present then they have been successfully added. 26 www.heywire.com/livetext/

LiveText Agent for Salesforce Configuration and Installation 9. Repeat steps 7 and 8 for Accounts and Leads. If the buttons are not present, repeat the steps in this section. Be sure to click Save in step 5. Note: Buttons added to list views will not be displayed in the Lightning Experience. List view buttons are not currently supported by Salesforce in the Lightning Experience. Automated Text Session Header Management LiveText Agent Text Session Header Management is conducted automatically through the text session workflow or via automated batch processes. Under normal operations, Text Session Header status is automatically set by LiveText Agent as follows during text session workflow: When a new text message notification populates the LiveText Agent queue, the Text Session Header is set to a status of New. When a text message notification is accepted from the LiveText Agent queue, the Text Session Header is set to Active. If a text message notification arrives during Offline Hours, the Text Session Header is set to Offline. Automating Text Session Header Status Changes The automated Text Session Header Status batch process is utilized to end text sessions that occasionally fall outside of the normal text session workflow. E.g. Text messages that come in during offline business hours, or text sessions an agent does not manually end within a specified time frame. There are two components to setting up the scheduled batch process: Apex Classes and LiveText Global Settings. Setting Apex Classes Apex Classes are the scheduling component of the batch process. To set an Apex Class, as a Salesforce Administrator, click SETUP in the Salesforce header. Click DEVELOP > APEX CLASSES under Build in the Salesforce sidebar menu. 27

LiveText Agent for Salesforce Installation Guide The Apex Classes screen opens. Click the SCHEDULE APEX button. 28 www.heywire.com/livetext/

LiveText Agent for Salesforce Configuration and Installation The Schedule Apex screen opens. 29

LiveText Agent for Salesforce Installation Guide To schedule the Apex, set the following: Job Name Apex Class (click on the Pin icon and select ConversationHeaderScheduler) Select Frequency (Weekly or Monthly) Click the check box(es) associated with the day(s) of the week on which the batch process should run Set a Start date (the first date on which the batch should run) Set an End date (the last date on which the batch should run) Select a Preferred Start Time (NOTE: Setting Preferred Start Time to a point outside Business Hours is recommended) Click SAVE Note: To run the batch process more than once per specified time period, save and set up multiple Apex instances. The batch process will only be triggered at the time specified for Preferred Start Time and will not run again until the next set Frequency date. Managing LiveText Global Settings The LiveText Global Settings allow Salesforce users with administrative or managerial privileges to set the elapsed allowable time for a Text Session Header in Active, New, or Offline state. Any Text Session Header that is older than the specified variable will be part of the batch process. Batch processes are run to set Text Session Header Status from: Active to Ended New to Ended Offline to Ended (Note: This is NOT recommended if you are using the offline hours auto-response message and plan to respond to customers that have received the offline hours message when your contact center is available.) To access LiveText Global Settings, click DEVELOP > CUSTOM SETTINGS under Build in the Salesforce sidebar menu. Click the LiveTextGlobalSettings link in the Custom Settings screen. Click the MANAGE button on the LiveTextGlobalSettings screen. 30 www.heywire.com/livetext/

LiveText Agent for Salesforce Configuration and Installation Click the EDIT button. The LiveTextGlobalSettings Edit screen opens. The Active Status Purge Hours field defaults to 48 hours. The New Status Purge Hours field defaults to 1 hour. The Offline Status Purge Hours field defaults to 1 hour. To save changes made to the LiveTextGlobalSettings screen click the SAVE button. To cancel changes made to the LiveTextGlobalSettings screen click the CANCEL button. NOTE: None of the above processes will occur unless an Apex Class has been scheduled to start the batch process. See previous section for steps on how to set the Apex Class for LiveText Agent. Adding Text Session Transcripts to Contacts, Cases, Leads, Accounts and Opportunities Salesforce allows customization of the Case, Contact, Lead, Account and Opportunity screens. Using the Layout feature for each of these screens, System Administrators may display LiveText s Text Session Transcripts on these screens, allowing for easy review of text session histories within customer records. To add Text Session Transcripts to the Contact, Case, Lead, Account and Opportunity screens, follow the steps outlined below. 1. Click Setup in the Salesforce menu bar. 31

LiveText Agent for Salesforce Installation Guide 2. In the Salesforce sidebar menu: To change the Contacts layout, click Build > Contacts > Page Layouts. To change the Case layout, click Build > Case > Page Layouts. To change the Leads layout, click Build > Lead > Page Layouts. To change the Account layout, click Build > Account > Page Layouts. To change the Opportunity layout, click Build > Opportunity > Page Layouts. For example: 3. The Page Layouts screen opens: 4. Click the Edit button associated with the existing layout, or the New button to create a new page layout. 5. The Layout screen opens. 32 www.heywire.com/livetext/

LiveText Agent for Salesforce Configuration and Installation 6. Click Related Lists in the Contact Layout section. 7. Click Text Session Headers in the List Name table and drag it to the Related Lists section below the table. 33

LiveText Agent for Salesforce Installation Guide 8. Click the wrench icon associated with the new Text Session Headers section. 9. The Related List Properties panel opens. 10. Click the Available Fields and use the Add button to add them to the Selected fields list box. Click OK to finish. Recommended fields are: - Formatted Originating Number - LiveText Number - Transcript 1 - Created By - Last Modified By - Status 11. Click Save. 12. The Text Session Headers will now be available in the Contact, Case, Lead, or Account records (provided the layout has been set up for each as described above) for records to which text sessions have been linked. 34 www.heywire.com/livetext/

LiveText Agent for Salesforce Configuration and Installation NOTE: Salesforce Orgs using Person Accounts will list Text Session Headers twice in Related Lists. One Related List item corresponds with Account portion of a Person Account while the other Related List item corresponds with the Contact portion of the Person Account. To ensure that transcript records are displayed for Person Accounts the Text Session Header item linking to the Account Portion of a Person Account should be added to the Person Account page layout. HeyWire suggests adding the Text Session Header related list item that is listed first in the Related List section to the Person Account layout. If Text Session Header records appear do not appear in the related list for a Person Account that was linked with a Text Session Header then the second Text Session Header related list item should be added to the Person Account page layout and the first Text Session Header related list item should be removed. Adding a Text Session option to the Case Origin Picklist Salesforce allows System Administrators to add values to the Case Origin picklist. Outof-the-box values include Email, Phone, and Web. To add Text Session to the picklist, follow these steps: 1. Click Setup on the Salesforce menu bar. 2. Click Build > Customize > Cases > Fields on the sidebar menu. 3. The Case Origin screen opens. 35

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LiveText Agent for Salesforce Configuration and Installation 4. Click the New button in the Case Origins Picklist Values section. 5. Type Text Session in the Case Origin Picklist Value text box and click the Save button. Adding a Text Session option to the Account/Lead Source Picklist Salesforce allows System Administrators to add values to the Account/Lead Source picklist. Out-of-the-box values include Web, Phone Inquiry, Partner Referral, Purchased List and Other. Adding Text Session to this list will allow LiveText to autoselect this value whenever a new Lead or Contact is created using a sub-tab within the LiveText Console. To add Text Session to the picklist, follow these steps: 1. Click Setup on the Salesforce menu bar. 2. Click Build > Customize > Lead > Fields on the sidebar menu. 3. The Account/Lead Source opens. 37

LiveText Agent for Salesforce Installation Guide 4. Click the New button in the Account/Lead Source Picklist Values section. 5. Type Text Session in the Account/Lead Source Value text box and click the Save button. Adding a Text Session option to the Task Subject Picklist Salesforce allows System Administrators to add values to the Task Subject picklist for activities. Out-of-the-box values include Call, Email, Send Letter, Send Quote and other. To add Text Session to the picklist, follow these steps: 1. Click Setup on the Salesforce menu bar. 2. Click Build > Customize > Activities > Task Fields on the sidebar menu. 3. The Subject screen opens. 38 www.heywire.com/livetext/

LiveText Agent for Salesforce Configuration and Installation 4. Click the New button in the Task Subject Picklist Values Picklist Values section. 5. Type Text Session in the Task Subject Picklist Value text box and click the Save button. Adding a Text Session option to the Event Subject Picklist Salesforce allows System Administrators to add values to the Event Subject picklist for activities. Out-of-the-box values include Call, Email, Meeting, Send Letter/Quote and other. To add Text Session to the picklist, follow these steps: 1. Click Setup on the Salesforce menu bar. 2. Click Build > Customize > Activities > Event Fields on the sidebar menu. 3. The Subject screen opens. 39

LiveText Agent for Salesforce Installation Guide 4. Click the New button in the Event Subject Picklist Values Picklist Values section. 5. Type Text Session in the Event Subject Picklist Value text box and click the Save button. Adding Quick Text to the LiveText Messaging Pane (Beta) LiveText integrates with Salesforce s Quick Text functionality to enable the insertion of pre-defined text snippets by a LiveText agent that is engaged in a text session. To get started with Quick Text, first ensure that Quick Text has been enabled for your Salesforce org. Please see Salesforce s Set Up Quick Text page for more information: https://help.salesforce.com/apex/htviewhelpdoc?id=quick_text_setting_up.htm&la nguage=en_us Only Quick Text records designated with the LiveText channel are able to be inserted to LiveText text session. To add the LiveText channel to the list of Quick Text channels follow these steps: 1. Click Setup on the Salesforce menu bar. 2. Click Customize > Cases > Quick Text > Fields on the sidebar menu. 3. The Quick Text Fields screen opens. 40 www.heywire.com/livetext/

LiveText Agent for Salesforce Configuration and Installation 4. Click the Channel link. The Channel page appears. 5. Click the New button under the Channel Picklist Values section. Enter LiveText and click the Save button. With the LiveText channel added, existing quick text records may now be assigned to this channel and/or new quick text records can be created specifically for this channel. To add new QuickText records: 41

LiveText Agent for Salesforce Installation Guide 1. Navigate to an app containing the Quick Text tab. 2. Click New Quick Text and fill in the required fields. Note: Merge fields are NOT supported in the beta implementation of Quick Text for LiveText Agent. Finally, to add the Quick Text Visualforce page to the LiveText messaging pane follow these steps: 1. Click Setup on the Salesforce menu bar. 2. Click Create > Objects on the sidebar menu. 42 www.heywire.com/livetext/

LiveText Agent for Salesforce Configuration and Installation 3. The Custom Object screen opens. 4. Click the Conversation Session label. The Conversation Session object opens. Hover over Page Layouts. The following screen should be displayed. 43

LiveText Agent for Salesforce Installation Guide 5. Click Edit to the left of the Conversation Session Layout page layout. The page layout builder is displayed. 6. Click the Custom Console Components link. Modify the custom console components for the left sidebar to include the Quick Text Visualforce page. Note: Depending on the browser and browser font size in use by your organization it may be necessary to adjust the the component height to properly render the LiveText Agent messaging pane and Quick Text Visualforce page properly. 44 www.heywire.com/livetext/

LiveText Agent for Salesforce Configuration and Installation 7. Click Save on the Custom Console Components page and again on the Conversation Session Layout to save your changes. 8. Lastly, navigate to the LiveText app to ensure that the Quick Text Visualforce page is now displayed. Providing access to LiveText reports LiveText ships pre-configured with several reports. These reports provide real-time status of agents LiveText usage as well as usage information over time. All the reports provided with LiveText are available as standalone reports and are included as part of the LiveText dashboard. By default all LiveText reports are hidden for all Salesforce users except Administrators. To provide access to additional users follow these steps: 1. Locate a Salesforce app that includes the Reports tab and click the tab. Note: The Sales app comes configured with the Reports tab by default. If you do not have an app with the Reports tab. You will need to add it to an app using Salesforce setup using Create > Apps. Select the Edit button next to the appropriate app and move Reports to the Selected Items picklist under the Choose Navigation Tab Items sub heading. 45

LiveText Agent for Salesforce Installation Guide 2. Click LiveText Reports (Installed Package: LiveText for Salesforce) 46 www.heywire.com/livetext/

LiveText Agent for Salesforce Configuration and Installation 3. Click the paper clip icon that is displayed when hovering the mouse over the LiveText Reports (Installed Package: LiveText for Salesforce) folder. Click Edit. 4. Select the folder access settings that are appropriate for your organization. More information about sharing reports is available for the salesforce via the Help for this page link found at the top of the page. 5. Repeat this process as needed for LiveText Dashboards (Installed Package: LiveText for Salesforce) folder. 47

LiveText Agent for Salesforce Installation Guide Next steps To learn more about configuring LiveText for Salesforce to automatically handle Inbound / Mobile Originate (MO) Messaging and to send automated Outbound / Mobile Terminate (MT) Messaging please visit: http://www.heywire.com/resources/ To learn more about using LiveText Agent please access the LiveText Agent User Guide. The user guide is available from the LiveText Agent AppExchange Listing: https://appexchange.salesforce.com/listingdetail?listingid=a0n3000000b5hbteaj 48 www.heywire.com/livetext/