Frequently Asked Questions about dftly
- Where are our chat conversations stored?
- All dftly conversations are stored in a Salesforce Custom Object (surprisingly!) called ChatDetails. They’re only stored in Salesforce, nowhere else. You’re welcome to rename the object to something that makes more sense to you (dftly Chat Details, perhaps?!)
- Why is there no Lightning Component for dftly?
- Lightning Components are pieces of code that makelife easy for users of Salesforce1 (and Salesforce on the Cloud). Salesforce1 needs you to login to Salesforce, as Salesforce user. dftly is for use with apps that your CUSTOMERS (not your USERS) will use. So if we built a Lightning Component to access Salesforce via dftly, only your users would be able to use it, not your customers. That’s just not as much fun as getting your customers into Salesforce now, is it?
- Why do you store Salesforce credentials in dftly?
- What we store is a “key” that Salesforce gives us (NOT the user’s Salesforce user ID or password), in order to access Salesforce objects using the permissions that you set up. When your customer searches your FAQs or submits a Case, for example, Salesforce sees her/him as the user whose key we store. So we need that outside of Salesforce, to make life simple for your customers. Remember that you control what we can open with that key, or even revoke access completely, if you so desire.
- What happens if a customer tries to chat with us, but no agent is logged into Salesforce?
- If there are agents available, dftly sends the customer’s chat request to each agent in round-robin fashion. If no agent is available, though, the chat request fails and your app is told that there is no agent available. So you could set up your app that it first checks to see if agents are available and, if not, it can ask the customer to submit a Case instead.
- Can ANY of our Salesforce users be agents in dftly?
- Of course! You only need to assign them the Profile that dftly uses. When dftly is installed into your Salesforce org, you’re asked about the Profiles that will need access to dftly. You can select the required Profiles and dftly will be installed to be available to all Salesforce users with those Profiles. Too much detail? Get in touch with us, and we’ll be glad to help!
- Can I use dftly with more than one app, to connect with my Salesforce org?
- Of course! When you have someone program your app for you, you’ll need to give them an “app key” that Salesforce generates for you. You’ll see the app key when you set up your app in the App Custom Object in Salesforce. You can set up multiple apps and have all of them enabled for dftly chat. Coming soon: reports specific to dftly chats with your customers.
- Can I use dftly with my Android and iOS apps?
- Yes you can. The dftly SDK only works with Android phones, at the moment. We suggest that you ask your app developers to use the dftly APIs directly with iOS or Windows apps.
- Are the dftly servers secure?
- Absolutely. The dftly servers run on Amazon’s AWS platform and are highly secure. More importantly, we only store your app-specific “app key” in dftly. Everything else is stored directly in Salesforce and authenticated through the regular Salesforce authentication process.
- Can I integrate dftly with my app myself?
- If you are familiar with programming mobile apps, yes you can. If not, we suggest that you ask your mobile app developer to do this integration for you. If you don’t yet have a mobile app, please get in touch with us at email@example.com and we’d be happy to recommend some mobile app developers for you.