SalesforceEnhancedChat

Overview

This component plug-in enables Appian applications to embed Salesforce Enhanced Chat (Messaging for In-App and Web / MIAW) directly into SAIL interfaces, including support for authenticated user verification using signed JWT tokens.

It addresses enterprise use cases where Appian serves as a digital front end while Salesforce powers service conversations, allowing organizations to provide seamless embedded chat for support, claims, servicing, intake, and engagement scenarios without leaving Appian.

The plug-in supports both anonymous and authenticated chat sessions, hidden and visible pre-chat field mapping, automatic token refresh, and host-driven conversation controls, making it suitable for regulated enterprise environments such as insurance, banking, healthcare, and customer service.

Key Features & Functionality

Core Component Features:

Embed Salesforce Enhanced Chat (MIAW) inside Appian interfaces
Supports authenticated and anonymous chat sessions
Auto-launch chat support
Optional hide chat button and minimize button controls
Embedded conversation lifecycle controls (open, close, minimize, end, clear session)

Authentication Features:

Salesforce User Verification using JWT
Integration with Salesforce JWT Connected System via Client API
Automatic identity token refresh handling on expiry
Secure identity token provider pattern using userVerificationAPI.setIdentityTokenProvider()

Pre-Chat Features:

Hidden pre-chat field injection
Visible pre-chat field overrides
Dynamic mapping of user context into Salesforce messaging

Runtime Controls:

Host-controlled conversation actions from SAIL
Conversation status output back into Appian
Debug/dev mode support
Shadow DOM aware minimize-button handling

Component Inputs:

orgId
deploymentName
siteUrl / scrt2Url
connectedSystem
userIdentifier
pre-chat mappings
language and UI behavior controls