• Call—Call relevant contacts within the Salesforce record or dial any number with the global dialer.

  • Message—Create and manage spaces associated with a Salesforce object. Use in-place messaging to attach content to a message and access previous space content.

  • Meet—Manage meetings without leaving Salesforce. Schedule and join meetings with one click, and associate relevant meeting information to the Salesforce object.

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.

1

Use your admin credentials to sign into your production Salesforce environment (the installation URL contains the my.salesforce.com subdomain).

2

Choose Install for Admins Only, and then check I acknowledge. Next, click Install.

3

Click Yes, grant access to these third-party web sites, and then click Continue below the CSP Trusted Site list.

For more information about the trusted sites required for Webex services, see Network requirements for Webex services.

4

After the package installs, go to the Webex Admin tab in Salesforce.


 

Keep the Webex Admin tab open, as you’ll need it for the later configuration steps.

Before you begin

These steps require Cisco developer account access (https://developer.webex.com).

1

Go to API Reference > People > Get My Own Details (See the Get My Own Details documentation for more information) and copy your access token for Authorization.

2

Paste the access token in the Access Token field in the Webex Integration Settings window on the Webex Admin page on salesforce.com, and then click Save.

3

Click Register.

A success message appears if the integration is successful.


 

For major releases, you need to register the access token again in Salesforce.

4

(Optional) To check the Integration status, enter the same user's access token and then click Save.


 

You can check the integration status only by using an access token belonging to the same user that you initially used.

Access tokens copied from the developer portal are valid for 12 hours.

The following window is shown with the integration status:

  • You can check the integration status only by using the access token you initially used.

  • If an Unregister button is shown, then the integration worked.

Creating a site is required for inbound and outbound calling functionality.

Before you begin

To create the site, your account requires a Salesforce System Admin profile and the Webex Admin Permission Set.

From Webex Admin, scroll to Webex Site for Webhooks and then click Create Site.


 

A previous site domain name definition is required, otherwise an error occurs.

If the site is successfully created, a green message is displayed at the top of the screen and the Webex Site for Webhooks component shows a “Site successfully created” message.

What to do next

Continue with app setup in the next section.

Before you begin

Create a site for calling.

1

Click Setup on the top right.

2

From the Setup page, search for App Manager and select the option you want from the results.

3

Use the App Manager to configure which Webex features to apply to which parts of the Salesforce apps, so that Salesforce users can test the Webex features in their app. The Integration can be used only in Lightning Apps.

4

Webex Chat Component—Available to add to the Salesforce Utility Bar. From Setup > App Manager, choose and edit the desired application. Go to Utility Items, then from Add Utility Item, select Webex. Set Panel Width to 420, set Panel Height to 460, and set Start automatically to true, then click Save.

5

Webex Meetings Calendar Service—Check Start automatically and then click Save. The Webex Meetings Calendar Service is used to synchronize the Webex meetings with the associated Salesforce events.

This component is usually added in the Utility bar. If your app does not use the Salesforce utility bar, you must add the ‘Webex Meetings Calendar Service’ component to each page containing ‘Webex Meetings’ component. To do so, go to a record page, press the gear icon from the toolbar and click Edit page. In the Lightning App Builder page, drag and drop the Webex Meetings Calendar Services from the Components panel to the page layout.

1

From the Toolbar > Edit page, click the gear icon.

2

For the Home page, drag and drop the ‘Webex HomePod’ component onto the page and then click Save.

3

When saving the page, you must activate it to make it visible for other users: click Activate, click Assign as Org Default and then click Save.


 

The Webex Home Pod Component is only available to add to the Home page section. That's the only place users can sign out from their Webex accounts.

For other Record Pages, drag and drop the Webex Meetings and Webex Spaces components to the page. Supported Salesforce objects for Meetings and Teams components are all standard and custom objects.

4

Add the following components as needed:

  • Webex Spaces Component—Available to add to the details section of a Salesforce record (click edit page from top right gear Icon and drag and drop component).
  • Webex Meetings Component—Available to be added to details section of a Salesforce record (click edit page from top right gear Icon and drag and drop component).

    After the components are added the administrator can enable Meetings for all users from the Webex Meetings Admin component.

    After enabling this feature, you're redirected to the Cisco authentication page where admin credentials are required.

After you add the components to the layout, give access to the components using Permission Sets.

1

Go to Salesforce Setup > Permission Sets to manage the Webex Permision Sets:

  • Non-Admin Webex users—Assign the Cisco Webex User permission set.

  • Admin Webex users—Assign the Cisco Webex User and the Cisco Webex Admin permission sets.

2

For example, to assign the ‘Cisco Webex User’ permission set to all users, click the ‘Cisco Webex User’ permission set, click Manage Assignments, click Add Assignments, select the users from the list, and then click Assign.

If the permission sets are successfully assigned, you'll see this message:

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.

Before you begin

Before you uninstall the Webex for Salesforce pack, make sure that you also remove any Lightning Webex components in the lightning page layouts, utility items, object page layouts, permission sets, and sites.

1

From Salesforce Setup, go to Apps > Packaging > Installed Packages.

2

Click Uninstall related to the ‘Webex for Salesforce’ package, check Yes, I want to uninstall this package and permanently delete all associated components.

You'll receive an email notification when the uninstall is complete.

3

If you missed removing component from the app, an error message containing active elements is be displayed.

  1. To remove Permisson Sets: enter ‘Permission Sets’ in the Setup search bar. For the Cisco Webex Admin and Cisco Webex User permission sets, click Manage Assignments, select all users, and click Remove Assignments.

  2. To remove Utility Items: go to Setup > App Manager. Select and Edit the desired application, go to Utility Items, then remove ‘Webex’ and ‘Webex Meetings Calendar Services’ Utility Items.

  3. To remove Lightning Web Components from pages: click the gear icon from the Edit page on the toolbar and remove components.

  4. To deactivate flows: Setup > Process Automations > Flows. Deactivate all Space Notification-related flows by clicking View details and versions and then clicking Deactivate.

  5. To remove a Visualforce page from a Site: Setup > Sites, click Edit on ‘Webex for Salesforce’ from the list. Click the lookup icon related to ‘Active Site Home Page’, clear the selection and select select another Visualforce page, then click Save.