Note:

8x8 Contact Center for Salesforce Chrome extension is currently only available to Beta customers.

You can configure the email integration in Salesforce, which requires the necessary admin privileges in Salesforce. This process requires you to perform the following tasks:

Enable email message

To enable email messages in Salesforce, you must switch to Classic Mode.

1. Log in to your Salesforce account.

2. Click on your profile image. From the options, select Switch to Classic Mode.
   
   Salesforce Classic mode launches.

3. From the header menu, in the top-right corner of the screen, click Setup.
    

4. In the Quick Find / Search box, search for the keyword <Enhanced> and from the results shown, click Enhanced Email.

5. Under Enhanced Email, click Enable to enable Email Message.
    

6. Refresh the page and search for <Email Message> in the Quick Find / Search box. You can see Email Message listed under Build > Customize > Email.
    

Enable HTML Body

Enable the HTML body in emails.

1. In the Quick Find / Search box, search for <Email-to-Case>, and click Email-to-Case from the results.
   

2. On the following page for Introducing emails to cases, click Continue.

3. On the Email-to-Case Settings page, click Edit, then select the Enable HTML email check box.
    

4. Click Save.

Create Custom fields in the Case object

In the next step, create the following custom fields to support the email integration. You must create these custom fields to allow 8x8 to add emails to cases. This ensures follow-up emails are attached to a case as a thread rather than each email creating a new case.

Create the MainNumber custom field in the Case object

1. In the Quick Find / Search box, search <cases> and select Fields.
   

2. In the page list of existing case fields, under Case Custom Fields & Relationships, click New.
   

3. To specify the type of information that the custom field contains, select Text as the data type.

4. Click Next.

5. In the field details, enter the following values:

   • Field Label: MainNumber

   • Field Name: MainNumber

   • Field Length: 255

6. Also select the check boxes for:

   • Required: Always require a value in this field to save a record.

   • Unique: Do not allow duplicate values.
     

7. Click Next to go to the Field Level Security page. Click Next.

8. In this last step, select the page layouts that should include this field. The field will be added as the last field in the first 2-column section of these page layouts.

9. Click Save & New to save this new custom field and the page layouts that it should appear on. Proceed to creating another custom field.
   

Create Lead custom field in the Case object

1. To specify the type of information that the custom field contains, select Lookup Relationship as the DataType and click Next.

2. From the Relate To dropdown list, select Lead as the other object to which this object is related.
   

3. Click Next.

4. In the field details, enter the following values:

   • Field Label: Lead

   • Field Name: Lead

   • Child Relationship Name: Cases
     

5. Click Next.

6. In the Establish field-level security for reference field page and Add reference field to Page Layouts page, save with default values. The field will be added as the last field in the first 2-column section of these page layouts.

7. Click Save to save this second custom field.

8. To view the custom fields you created, go to Cases > Fields from the Quick Search box.

9. Under Case Custom Fields and Relationships, locate the new fields.

Create Custom fields in the Email Message object

As the final step in configuration, create the following custom fields in the Email Message object:

Create MainNumber custom field in Email Message

1. In the Quick Find / Search box, search <email message> and select Fields.
    

2. Under Email Message Custom Fields & Relationships, click New.
    

3. To specify the type of information that the custom field contains, select Text as the data type.

4. Click Next.

5. In the field details, enter the following values:

   • Field Label: MainNumber

   • Field Name: MainNumber

   • Field Length: 255

6. Also select the check box for:
   Required: Always require a value in this field in order to save a record.

   Note:

   Don’t select the check box for Unique - Do not allow duplicate values.
   

7. Click Next to go to the Field Level Security page. Click Next.

8. Click Save & New to save this new custom field and create another custom field. Keep the default selection of the page layouts that should include this field. The field will be added as the last field in the first 2-column section of these page layouts.
   

Create ChildNumber custom field in Email Message

1. Under Email Message Custom Fields & Relationships, click New.
   

2. To specify the type of information that the custom field contains, select Text as the data type.

3. Click Next.

4. In the field details, enter the following values:

   • Field Label: ChildNumber

   • Field Name: ChildNumber

   • Field Length: 255

5. Also, do not select the check boxes for:

   • Required: Always require a value in this field in order to save a record.

   • Unique: Do not allow duplicate values.

6. Click Next to go to the Field Level Security page.

7. Click Next.

8. Click Save to add this custom field to page layouts. Keep the default selection of the page layouts that should include this field. The field will be added as the last field in the first 2-column section of these page layouts.

9. To view the custom fields you created, go to Email Message > Fields from the Quick Search box.

10. Under the Email Message Custom Fields and Relationships, locate the new fields.