The Challenge

Our client sought to modernize their communication workflows by bridging the gap between their existing application and the powerful Salesforce platform. The primary objective was to enable users to initiate new call sessions and effortlessly access detailed call history, including multimedia files, directly within the Salesforce environment. By streamlining these processes, we aimed to enhance user experience and boost overall operational efficiency.

The Solution

Key Configurations:

To streamline the integration process, we developed a custom Lightning Web Component. This intuitive tool empowered users to easily configure the application, tailoring it to their specific needs and preferences.

We also designed a dedicated Lightning Web Component to create new call sessions. This component offers various options to initiate calls, including inviting participants via SMS, Email, WhatsApp, or sharing a unique invite URL. This flexibility ensures seamless communication across different channels.

To provide easy access to historical data, we implemented another LWC component that retrieves session history based on a reference field in Salesforce records. This feature allows users to quickly review past interactions within the Salesforce environment.

Key Integration Solution:

The core of this solution lies in a robust HTTP callout integration with the backend application. This integration enables seamless communication between Salesforce and the platform, ensuring the smooth transfer of data and multimedia files.

The Result

This project culminated in the successful launch of an AppExchange app that has revolutionized customer interactions within the IT industry.

End-users can now effortlessly install and leverage the integration to create new call sessions and retrieve detailed session history directly from within Salesforce. By streamlining communication processes, this integration empowers teams to collaborate more efficiently and deliver exceptional customer service.