To install and configure Snapcall in Salesforce, follow the steps below. The process is straightforward and typically takes just a few minutes. Here's everything you need to know:
1. Installing the Snapcall Package
Begin by visiting the Salesforce AppExchange and searching for Snapcall. Once you find the Snapcall package, click “Get It Now”. You’ll be prompted to choose your environment—production or sandbox. Select the appropriate one and follow the installation steps.
You can also install SnapCall using the following link if you don't find the app in the marketplace.
During installation, you’ll be asked to choose who gets access to the app. We recommend installing it for all users if you want your whole team to access Snapcall features. Otherwise, you can choose specific profiles.
2. Assign permission to SnapCall app
Once the app has been installed, it is important to edit its permission so that all agents can have access to it and start using it.
Head to the 'Setup' menu using the option on the drop down menu, accessible on the top right side of the screen
Click on 'App manager', using the menu on the left side of the screen, then look for SnapCall app within the list returned.
On the page where you're redirected, make sure the option 'Permitted users' is set to 'All user can self authorize'. Save changes using the button below within the same screen.
Once done, now click on 'Manage profiles' within the same page
On the next screen, make sure 'Standard user' and 'System Administrator' are enabled, then save changes.
3. Adding the Snapcall Widget to Salesforce Record Pages
To allow agents to login to their Snapcall account directly from within Salesforce, you need to add the Snapcall component to the Utility Bar, normally visible for example within the case page. Here’s how:
Navigate to Setup > Lightning App Builder.
Select the record page you’d like to modify.
In the page editor, click 'Add Utility item' and look for the Snapcall component in the list of available components.
Drag and drop the component into the desired section of the page layout.
Save and activate the page layout.
This will enable the Snapcall widget to be visible directly within your Salesforce interface, making it easy for agents to place calls.
4. Add SnapCall as a Lightning Action in the Case page
Once the main widget has been added, the next step would be to add SnapCall as an action within the case page, so that an agent can create calls and request media directly from the Salesforce case page.
This will also ensure that uploaded media will fall within the related case and won't create a new case instead. Here's how to proceed:
Navigate to Setup > Object Manager > look for case on the menu on the left side.
Once done Case page layout on the left side menu.
Look for SnapCall in the list of available Mobile & Lightning actions and drag and drop it in the Salesforce Mobile and Lightining experience actions, just below
Save changes to make sure this reflects in the case screen
5. Install the SnapCall media viewer
The last step describe the process of installing the SnapCall media viewer directly inside the case page, so that an agent can display within the same page any media that the client uploads. This allows them to save time, allowing them not to download offline the file in order to see it.
Follow the steps below to complete this step:
Enter any case, from that screen click on the wheel on the top right of the screen, next to the notification icon. Select the option 'Edit page'.
On the components tab on the left side of the screen, look for VisualForce using the search tab
Drag and drop the VisualForce option located on the left side, on the right side of the screen, on the 'Related' tab.
On the right side of the screen, give a name of the component that you just dropped, for example 'SnapCall Media viewer'
On the field 'Visualforce Page name', ensure to select 'SnapCall viewer'
Save changes and return to the case page. Ensure the component works as expected (you might need to login to your SnapCall Workspace'.
If you encounter any issues during installation or configuration, or if you need help customizing your setup, don’t hesitate to contact our support team at support@snapcall.io. We’re here to help ensure your Snapcall + Salesforce integration runs smoothly.