BLIP Desk Integration with Salesforce MIAW

Index

1. Obtain MIAW API URL and settings after enabling

2. Register JSON Web Key Sets (JWK) for authentication

3. Enable “User Verification” for the Blip MIAW channel

4. Link the registered JWK to the Blip MIAW channel

5. Configure Blip for integration with MIAW Salesforce

6. Configure “SalesforceMessaging.RoutingAttributes”

Context

We are releasing new documentation to support brands currently using the legacy Salesforce LiveAgent API integration. The goal is to make the transition to MIAW easier, ensuring that the integration continues to operate stably and in alignment with the current platform standard.

See the complete API documentation on Salesforce’s website:
https://developer.salesforce.com/docs/service/messaging-api/references/miaw-api-reference?meta=Summary

Obtain MIAW API URL and settings after enabling

Access Salesforce Setup.

Use the Quick Find search bar and type “Embedded Service”.

Click “Embedded Service Deployments”.

In the list of Embedded Service Deployments, locate and click the MIAW deployment configured for Blip.

Inside the deployment details, find the Code Snippet section and click “Install Code Snippet”.

In the JSON snippet, note the following values for later use in Blip setup:

OrganizationId

DeveloperName

Url (MIAW API base URL)

Register JSON Web Key Sets (JWK) for authentication

To configure Blip’s JWK in Salesforce:

Go to Setup in Salesforce.

Use Quick Find to search for “Messaging for In-App and Web User Verification”.

In the “JSON Web Keysets” grid, click “New Keyset”.

Fill out the form:

Name: [user’s choice]

API Name: [user’s choice]

JSON Web Key Issuer: blipsalesforce

Type: Endpoint

Endpoint URL: https://blipmediastore.blip.ai/permanent-public-jwk-salesforce/blipai-SalesforceJWK.json

Click “Save”.

Enable “User Verification” for the Blip MIAW channel

Go to Setup in Salesforce.

Use Quick Find and type “messaging settings”.

Click to edit the MIAW channel configured for Blip integration.

Check the box “Add User Verification” and click “Edit”.

Set the Authorization Token Expiration Time for Verified Users.

Click “Save”.

Link registered JWK to the Blip MIAW channel

Go to Setup in Salesforce.

Use Quick Find and search “messaging settings”.

Click the MIAW channel configured for Blip integration.

At the bottom of the page, in the “User Verification Configuration” grid, click “New”.

Fill out the form:

Keyset: select the keyset registered in Step 2

Configuration Name: [user’s choice]

Check “Active”

Click “Save”.

Configure Blip for integration with MIAW Salesforce

Access the Advanced Settings of the bot you want to connect to a Salesforce-configured channel.

Below are the required configurations, which must use the domain postmaster@desk.msging.net, along with explanations on how to obtain each value from Salesforce.

Configure “SalesforceMessaging.RoutingAttributes”

The main purpose of routingAttributes is to enrich human service context before the agent initiates the interaction.
This JSON object is used when creating conversations in Salesforce MIAW, carrying extra data from Blip to Salesforce. 

These attributes are mapped to Salesforce’s Pre-Chat Form fields.

Mapping example:

Example JSON configuration:

{
  "static.Microsoft Bot Framework": ["userAgent"],
  "Ticket.Team": ["queueId"],
  "Contact.Name": ["visitorName"],
  "Contact.Extras.accountId": ["accountId", "leadId"],
  "Contact.Extras.objetivo": ["goals"]
}

Example output sent from Blip to Salesforce:

"routingAttributes": {
  "userAgent": "Microsoft Bot Framework",
  "queueId": "queue 1",
  "visitorName": "daniel couto",
  "accountId": "88888888",
  "leadId": "88888888",
  "goals": "leisure"
}

For more information, see the community discussions or our channel videos. 😃