How To Integrate Webex With Salesforce
How To Integrate Webex With Salesforce
If you’re a user of both Webex and Salesforce, integrating the two is a no-brainer.
But it’s not something that happens out of the box.
In this article, we walk through the possible ways you can integrate Webex with Salesforce.
Does Webex integrate with Salesforce?
Yes. Webex integrates with Salesforce (and even Slack).
As both tools are recognized as leaders of enterprise software for collaboration and sales management, it’s crucial that both platforms place nicely together.
Scroll down to learn how to integrate Webex with Salesforce.
Since Salesforce acquired Slack in 2021, Salesforce has been working on tighter integration between the two tools.
But if you need to integrate Webex with Slack as well as Salesforce, you’ll need to configure these separately.
In this article, we show you how to:
- Integrate Webex with Salesforce
- Integrate Webex with Slack
How to integrate Webex with Salesforce
Webex collaboration tools reduce context switching and provide a seamless experience from within the Salesforce user interface.
In this section, we walk you through the steps to integrate Webex with Salesforce. We’ll start with setting up basic integration for Meetings and Calling then move on to specifics for Webinars and Events.
1 – Webex Meeting and Calling integration with Salesforce
Start by logging into your Salesforce admin account.
Download the latest version of the Webex App Salesforce package from this page.
Click on this link for the latest version of Webex for Salesforce (currently version 1.12). If you have a previous version installed, the upgrade will preserve your existing data. Select ‘Install for Admins Only’ and click on install or upgrade to proceed.
Select ‘Install for Admins Only’ and the acknowledge checkbox, before clicking on ‘Install’.
On the Allow Third-Party Access pop-up, click on the Yes checkbox, to grant access to these third-party websites. Click on the Continue button to install the package.
The installation progress page appears on the next window.
In the case of an upgrade, the following window appears.
Post installation, verify the version under the Installed Packages page. On the top left-hand corner of the screen click on the ‘App Launcher’.
Search for Webex and click on Webex Admin.
The Webex Admin page opens up.
You’ll need to authorize salesforce with an authorization code from Webex. The following section shows you how to obtain your authorization code.
Authorize Salesforce Webex Integration
Login to the Webex developer account here. Click on ‘Documentation’.
Click and expand the ‘Full API Reference‘ block on the left-hand panel.
Scroll down and click on ‘People’. From the list of options, click on ‘Get my own details’.
On the right-hand pane, there’s a section labeled ‘Header’. Copy the access token by clicking on the icon at the end of the Bearer box.
Paste the access code in the Webex Integration window on the Webex Admin page in Salesforce. Click on ‘Save’ and then on ‘Register’.
Webex is now integrated with Salesforce. Enable Webex calling and meetings by following the steps outlined below…
Click on the gear icon on the upper right-hand corner of the page, and click on ‘Setup’.
Search for app manager in the quick-find box in the upper left-hand corner.
Hover the mouse pointer over the App Name that you want to edit. In this example, we will work with the Sales App. Scroll to Sales (app type: lightning). Click on the dropdown at the end of the row, and click on Edit.
Click on ‘Utility Items (Desktop Only)’ then on ‘Add Utility Item’.
Search for Webex in the search box that pops up and add it.
Change the default panel width to 460 and click on Save.
Click on the back arrow in the top left-hand corner to go back to the Setup page. Click on Users on the left panel.
On the right-hand panel click on the username you want to enable Webex permissions for.
Scroll down to Permission Set Assignments and click on Edit Assignments.
Add Cisco Webex User and Cisco Webex Admin from Available Permission Sets to Enabled Permission Sets and click on Save.
On the user page, both should show up under Permission Set Assignments.
Head to the Sales page by selecting it from the app launcher.
The Webex utility icon should appear in the bottom left-hand corner of the browser.
The Webex window will pop up once you click on the tab. After signing in with your Webex credentials, you’ll be able to access your chats and contacts.
To view upcoming meetings, follow the steps outlined below…
Click on Edit Page from the setup drop-down (gear icon).
Search for Webex Home Pod and drag it to the top right-hand corner of the page.
When you click on save and activation, a pop-up like the one below will inform you that this page is now set as the default homepage for the organization.
Click on Close and on the back arrow to reach the main page. You’ll be able to see upcoming meetings in the home pod section.
Next, we add the Webex Meetings component to a page. This component is available on the opportunities, accounts, leads, and contacts pages in Salesforce.
Here are the steps to add the Webex Meetings component to the opportunities page…
Click on the Opportunities dropdown and then select a recent record (Burlington Textiles Weaving Plant Generator in this example).
After the page loads, click on Setup and on the Edit page.
Type Webex inside the component window. Click and drag Webex Meetings into the page.
The Webex Meetings component appears on the page. Schedule meetings with the contact person linked to this opportunity from within Salesforce.
To call the contact linked with the opportunity, add action buttons to the page header. To configure the buttons, click on the header to reveal the highlights panel on the right, while you are on the edit page.
Set visible action buttons to 3. Click on the add action button, and type in the required actions: Schedule a Meeting, Make a Call, and Create a Space. Click on Done.
Click on Save and Activation.
On the pop-up, ensure that it’s set to Org default.
The ‘Make a Call” button will bring up the contact assigned to this opportunity.
On the opportunities page, click on Setup a Meeting by clicking on the ‘Schedule a Meeting’ tab either on the header or the Webex Meetings component.
Fill in the details to create your meeting.
2 – Webex Webinar Salesforce integration
The Webex Webinar component (version 1.12) displays upcoming and past Webex webinars on the home page.
Here is a step-by-step guide on how to add the Webex Webinar component to a Salesforce page (object)…
Search for the Webex Admin page from the app launcher and click on Webex Admin to open the page.
Scroll down to import the webinar data section. There are two options. Enable Webex data import for all users or for specific users.
Enable import of webinar data for specific users by selecting and adding the intended profile and user name.
Click on save to complete data import permissions.
Head to the Sales home page and click on Edit Page from the setup drop-down (gear icon).
Search for Webex in the components search box. Click and drag Webex Webinars into the page.
Click on Save and Activation. On the pop-up, ensure that it’s set to Org default.
The Webex Webinar component on the home page provides the upcoming and past webinar details.
Webex Webinars can only be scheduled from the Webex site. Here’s how to schedule a webinar…
After logging into the Webex site on the Home page, click on Schedule a webinar.
Fill in the details on the next screen and click on schedule to create the webinar.
3 – Webex Events Salesforce integration
Webex Events (classic) will be replaced by Webex webinars starting April 1, 2023.
The option to integrate Webex Events and Salesforce is currently not available. Here are the steps to schedule a Webex Event from your Webex account.
Login to the Webex site as an admin. Click the Webex Events (classic) link on the home page to schedule a Webex Event.
A pop-up will inform you of the forthcoming move from Webex Events to Webinars.
Fill in the required details and click on schedule this event.
The next page will show the event details, with the option to share these details with participants over email. The option to start the Webex Event is available on this page.
That’s how to integrate Webex with Salesforce.
Since Salesforce acquired Slack in 2021, many Salesforce customers with Webex are now also using Slack.
In the next section, we cover several options for integrating Webex with Slack.
How to integrate Webex with Slack
There are three main integrations for Webex and Slack:
- Webex Calling in Slack
- Webex Meetings in Slack
- Message interoperability between Webex and Slack
1 – Webex Calling in Slack
First up, we’re going to set up Slack so Webex is the platform you use for calls (without leaving Slack.
Log into the workspace as an administrator in Slack. Click on the workspace window, scroll to Settings & administration, and click on Manage apps.
On the app directory window, type in Webex, and click on Webex Call.
Click on Add to Slack.
Provide Webex Call access to the workspace by clicking on Allow.
You’ll receive a confirmation message once the installation is complete.
Navigate to the Workspace settings page.
Scroll to calls and click on expand.
Select Webex and Save.
Webex is now the default calling application for Slack. You can use either the “/webexcall” commands to call other users on slack or click on the call icon on the top right-hand corner of a user window to call the user.
The call will be completed using the Webex App on your device.
2 – Webex Meetings in Slack
Since 2021, there has been a huge focus on Webex interoperability and integration with other apps.
Cisco even made a video about how much they love Slack.
Here’s how to configure Webex Meetings in Slack…
Webex Meetings is available in the Slack app directory. Search and add it to Slack.
Use Slack shortcuts to access various Webex Meetings features. Click on the ‘+’ (Attachments and shortcut) button on a channel or user window.
Click on Browse all shortcuts.
Choose Webex Meetings to find all the options and commands available.
Schedule a meeting by clicking on the Schedule meeting tab. Fill in the required details and click on schedule to create a Webex meeting from within Slack.
3 – Message interoperability between Webex and Slack
Message interoperability enables you to send cross-platform messages between Webex and Slack.
By installing Mio in the background, you can use Webex to send messages to Slack (and vice versa).
While it would be nice for everyone to choose Slack or everyone to choose Webex to send messages, the reality is that it’s highly unlikely this will ever happen.
However, that doesn’t mean everyone must switch between platforms and it doesn’t mean you have to force everyone to use a platform that isn’t their preference.
When you install Mio behind the scenes, you unlock the ability to not only send cross-platform messages but support everything you can do in a standard message.
This includes:
- Message edits
- Message threads
- Message deletions
- Channel messages
- Group messages
- GIFs and emojis
- File uploads
- Rich text formatting
So when one user or department prefers Slack but the other uses Webex, you can now connect your two platforms.
See below how a message deleted (or sent, edited, etc.) replicates the same functionality cross-platform.
The best part is there’s no interruption to the user experience. They keep chatting as if everyone is using the same platform.
There’s no additional app for users to get used to. You simply choose which channels and people you wish to sync and everybody enjoys their preferred messaging app.
So rather than force unwanted migrations or tell people to email each other when they don’t use the same platform, keep everyone chatting in a productive manner.
To start connecting your platform, visit the Mio website.