We’re thrilled to announce that our ISV partner Sinch’s intuitive AI bot solution Chatlayer is now available for download via the Salesforce AppExchange.
Extentia’s Salesforce Practice collaborated with Chatlayer to build an application that harmonizes Chatlayer’s bots with Salesforce’s Live Agent chat. Using our AppExchange expertise, our collective goal was to allow Salesforce’s Live Agent to communicate and interface with Chatlayer’s state-of-the-art AI chatbots.
Chatlayer bots can be used to answer questions from customers as well as to collect relevant data about customer interactions and allow agents to provide faster and more efficient assistance. The integration we created allows for easy transfer between chatbot and live agents, enables chatbot data to be sent directly to your Salesforce Org, and lets chatbots retrieve data directly from Salesforce to personalize conversations with customers.
The solution we utilized entailed connecting Salesforce with Chatlayer using Chatlayer APIs to make callouts and establish the connection successfully. We used Salesforce Live Agent REST APIs to initiate chats and allow for the further exchange of messages between Salesforce and Chatlayer bots.
“The Chatlayer platform presents us with a unique opportunity to leverage state-of-the-art artificial intelligence chatbots and integrate them with Salesforce’s robust Service Cloud offering,” said Sarang Hadavale, Sr. Technical Architect. “We’re confident that Salesforce customers that rely on the Service Cloud will get even more utility out of the solution we’ve created.”
Joachim Jonkers, Chief Product Officer for Chatlayer, adds: “With Chatlayer’s strong presence in the enterprise market, we see many of our customers using both Chatlayer and Salesforce. We’re empowering our customers to achieve significant efficiency and quality increases, by leveraging the Conversational AI capabilities of Chatlayer combined with the advanced customer care platform of Salesforce Service Cloud. In Extentia we found the perfect partner to introduce us to the vast Salesforce ecosystem, and guide us towards a robust integration with their in-depth expertise.”
Extentia has over a decade of experience across various clouds including Sales, Service, Marketing and Community Cloud with a strong focus on Health Cloud and Financial Services Cloud implementations. As Salesforce certified PDO Experts, Extentia has proven expertise in Salesforce’s security review processes, and works with ISVs across the globe to define, wireframe, develop, package and list products on the Salesforce AppExchange.
Extentia’s team strives to consistently deliver value to customers with experience-centric transformation, design-led solutioning, and Customer 360 implementations, with a particularly impressive track-record in building Salesforce solutions with Lightning Web Components (LWC), Einstein Analytics, Heroku, and third-party integrations.
To learn more about Extentia’s Salesforce Practice write to us at salesforce.consulting@extentia.com
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