Objective

NavaGo offers an enhanced integration between the VIP platform and Salesforce (SF) Classic and Lightning.

Below are the specifics and details regarding this integration. Further in the documentation, we will discuss creating your SF API Client ID, configuring the NavaGo client, and a few how-tos on how the integration works/responds.
 

Symptoms

• VIP - MondaGo-NavaGo Integration/setup docs
   

Eligibility

NavaGo - Salesforce integration requires VIP NOC/ENG/SD3 to adjust the user's Caller ID numbers to include +1.
 

Procedure

Create Connect App and Obtain Client ID from Salesforce

1. Log in to your Salesforce CRM with an admin account.
2. Click on the Settings gear box at the top right of the screen, then click Setup
   
   
3. Expand the App Manager from under Platform Tools, then click the New Connected App button
   
   
4. In the New Connected App configuration screen, configure the following items:
   1. Fill in the Connected App Name field

      EXAMPLE: NavaGoIntegration

       
   2. Fill in the Contact Email field
   3. Fill in the Contact Phone field.
   4. Tick the Enable OAuth Settings checkbox
   5. Tick the Enable for Device Flow checkbox
   6. Add the following OAuth Scopes:
      • Manage user data via APIs (api)
      • Perform requests on your behalf at any time (refresh_token_offline_access)
         
   7. Untick the Require Secret for Web Server Flow checkbox
   8. Untick the Require Secret for Refresh Token Flow checkbox
      
      
5. Scroll to the bottom and click the Save button
6. Click the Continue button. You will be presented with the new Connected App you have created.
    

Obtain the Client ID to Connect the NavaGo Integration Setup

1. On this screen, click the Manage Consumer Details button under the API (Enable OAuth Settings) section.
   
   
2. You will be prompted to verify your identity with Salesforce. An email will be sent to you to copy the verified number into this page
   
   
3. On the next page, copy and save the Consumer Key. It will be used in every NavaGo client setup that you will perform for your company.
   
   

Installing and Configuring NavaGo Client for Salesforce Integration

Follow the steps for configuring the NavaGo client for the integration here.
 

Integration Setup

1. Right-click on the NavaGo icon in your taskbar and select Configuration
2. Under the Integrations tab, click the (Add new) tab, and search for Salesforce
3. Click the Set button
   
   
   The Salesforce integration configuration screen will now display.
    
4. Enter the Client ID. 

   NOTE: This is the Connected App Consumer key we copied in Salesforce when creating the Connected App. See Step 3 of the Obtain the Client ID to Connect the NavaGo Integration Setup section.

    
5. Once pasted in, hit the Authorize button. This will prompt you to verify the user and login that will be using this computer and the Salesforce account
   
   
6. Under Activities, change your Pop automatically on inbound setting to either Ringing or Connect

   NOTE: This is a personal choice. Ringing is preferred so the user can see the Salesforce customer account before answering the call

    
7. Tick the Create activity on call end checkbox
8. Tick the Show activities on call checkbox
9. Click the Check Connection button to make sure the integration loads and is connected

   TIP: You can also do a test search for a contact using the Test button

    
10. Click the Save button.
    
    

The NavaGo client will minimize and will be ready to go for incoming calls to be identified, pop screen, and log call activities.
 

Related Information

Integration Functions and Features

Address Book Search

Right-click on the NavaGo icon in your taskbar and choose the Address Book Search function

You will be presented with an Address Book search where you can type in a contact name or phone number, and the integration will search all your connections for matches (VIP, Salesforce, etc.)

If a match is found, you can choose to show contact (will pop Salesforce) or call contact, which will activate/call your preferred phone and contact.

 

 

Caller Details Preview/Auto Screen Pop

To present this item, I will call my user's DID/number. As the call hits my user, NavaGo will automatically (based on our above settings) show a Call Preview window and Auto Screen Pop into Salesforce if a contact is matched.

Call Preview shows at the top of your screen and presents options to open Salesforce, contact, answer, etc., based on the type of call

Show Contact opens NavaGo contact card for VIP (netsapiens)

Show Contact opens the Salesforce contact web page

Create and Show Call Task opens the Salesforce Task page for the call

Auto Screen Pop occurs if a number is matched to a contact in Salesforce

 

 

Add Contact

If a Contact is not matched within Salesforce, the user can use the Call Preview window to create a contact

Click the Add contact icon

The NavaGo Add Contact window will appear and allow you to add a contact to any connected integrations you have set up. In this example, we want to choose Salesforce: Contact 

The user can then hit the Save and Edit button to create the contact and open the Salesforce contact page to enter any other pertinent information needed for Salesforce contact company policies

 

 

Report Style View

Click on the Reports tab at the top of your Salesforce CRM page, choose the Tasks and Events Report/Call log

You can go to the Run/Refresh log for the most recent activity.

The Activity logs will show connected calls and allow you to interact with Salesforce like normal to make notes, leads, open/close, etc.

 

 

Contact Style View

1. Open a user's contact card (via auto pop, address book search function, Salesforce search, etc.)
2. On the right-hand side of the contacts card, you will see the call activity.

You can make notes, tasks, events, etc., in reference to that contact.

 

 

Click to Dial via NavaGo

In the NavaGo setup section, we instructed you on installing the browser extension for Dialing. Once this is installed on your Chrome browser, you will begin to see a phone icon next to any number that is identified as a callable number.

To activate the Click to dial function, click on the Phone icon next to a number. 

The NavaGo client will connect the call to your Preferred Device and dial out to the number.

NOTE: If your preferred device is a web phone, softphone, etc., make sure the web phone is up and registered for this function to work.

 

 

 

Related Articles

• How To: Go Integrator Nava - Download and Install Client
• How To: Go Integrator Nava - Integrate a CRM
• How To: Loup - Integrate a CRM
   

Escalation Information

Change Log