Create the Interaction Service Connected App

Create an OAuth-enabled Interaction Service connected app to integrate a third-party channel with Salesforce using the Salesforce Interaction Service API.

By default, the CCaaS partner creates and manages the connected app for the Interaction Service integration and includes it in a managed package. If your CCaaS system architecture requires admins to create and manage the connected app during Bring Your Own Channel for CCaaS setup instead, set the connectedAppType field in the Conversation Channel Definition to Customer, don’t include a connected app in your managed package, and notify your customers to follow instructions in the Salesforce Help to Set Up and Configure Your Own OAuth Connected App.

  1. Make sure you have the public key saved in your system. You must upload the file when you create the connected app. If you don’t have a self-signed certificate, see Create a Private Key and Self-Signed Digital Certificate.

  2. From Setup, in the Quick Find box, enter App Manager, and then select App Manager.

  3. Click New Connected App.

  4. In the Connected App Name field, enter a unique name for the connected app in the format {prefix} {connectedAppName}, for example, Partner1 ConnectedApp1. The {prefix} can be a partner name. The {connectedAppName} is the name you want to give the connected app. Remember the prefix because it's used for the developerName when you create the ConversationChannelDefinition record.

    The name you enter automatically appears in the API Name field in the format {prefix}_{connectedAppName}. Don’t change the API Name.

  5. In the Contact Email field, enter the email address of the person to notify about the connected app, such as when a Salesforce administrator views the consumer secret of the connected app. This can be your email address.

  6. Select the Enable OAuth Settings checkbox, and configure these settings:

    1. Add a callback URL (endpoint), which is the same as the OAuth redirect URI. We recommend you use https://salesforce.com to start with.
    2. Select Use digital signatures, then click Choose File and select the public key file in your system to upload it.
    3. Add the OAuth scopes:
      • Access Interaction API resources (interaction_api)
      • Perform Requests at any time (refresh_token, offline_access)

  7. Select Issue JSON Web Token (JWT)-based access tokens for named users.

  8. Save your changes, then click Continue.

  9. From Setup, in the Quick Find box, enter Manage Connected Apps, and then select Manage Connected Apps.

  10. Click the name of the connected app you created.

  11. To open the Connected App Edit page, click Edit Policies.

  12. In the OAuth Policies section, set Permitted Users to Admin approved users are pre-authorized. If you see a warning message, click OK.

  13. Save your changes.

  14. To open the Application Profile Assignment page, click Manage Profiles.

  15. Select System Administrator.

  16. Save your changes.

See Also