Salesforce Chat integration with Unity

It also means Salesforce CRM integration with Unity.

(Work in progress)

Unity	Salesforce Service Console

    VIRTUAL WORLD                                         REAL WORLD

                                           Objects: LiveChatTranscript, Case, Lead ...
                                                               ^
                                                               |
                                                            Pop up
                                                               |
       Unity ---------- Chat initiation ------------> Salesforce Service Console
     3D Games
     Digital Twin 
     Metaverse

Potential use cases

• Virtual housing exhibition
• Virtual retail stores
• Virtual sightseeing

[Salesforce] Pre-chat form settings

[Unity/Salesforce] Salesforce Chat REST API message sequence diagram

  Unity                                 Salesforce Platform

    Initializing a chat session
    |                                            |
    |------- GET System/SessionId -------------->|
    |<------ 200 OK -----------------------------|
    |                                            |
    |------- POST Chasitor/ChasitorInit -------->|
    |<------ 200 OK -----------------------------|
    |                                            |
    
    Sending a message to the agent
    |                                            |
    |------- POST Chasitor/ChatMessage --------->|
    |<------ 200 OK -----------------------------|
    |                                            |
    
    Polling for fetching a message from the agent
    |                                            |
    |------- GET System/Messages --------------->|
    |------- 200 OK -----------------------------|
    |                                            |

[Unity] Config.cs

"Config.cs" is a config file for this application. However, it is not included in this repo for security/privacy reasons. Create "Config.cs" with the following constants in the "Scripts" folder:

using UnityEngine;

public class Config : MonoBehaviour
{
    public const string BASE_URL = "<Salesforce Chat REST server host>/chat/rest/";
    public const string ORGANIZATION_ID = "<your company's organization ID";
    public const string DEPLOYMENT_ID = "<deployment ID>";
    public const string BUTTON_ID = "<button ID>";
    public const string AGENT_ID = "";  // Empty for normal chat
    public const string USER_AGENT = "UnityWebRequest";
    public const string LANGUAGE = "ja-JP";
    public const string SCREEN_RESOLUTION = "2560x1440";
    public const string VISITOR_NAME = "<your name>";

    public const string API_VERSION = "55";
}

Refer to this document to get your chat settings from your organization.

[Unity] First Person Character Controller

This app uses Starter Assets - First Person Character Controller to navigate the user in the 3D virtual world.

[Unity] Uncheck the Cursor Locked checkbox

Uncheck the checkbox in the yellow circle in the following fig so that a user of this app can enter chat messages in the Input Field:

PlayerCapsule GameObject:

[Unity] Tab key as a toggle switch between WASD and uGUI Input Field enablement

Patch: https://github.com/araobp/unity-chat/commit/25ae2f090f98cbf649396e20b6333433528b4852

[Unity/Salesforce] Auto-creation of Contact and Case records (CRM part)

It is necessary to send data on your prechat form to the REST API server for auto-creation of Contact and Case records.

In case of REST API client (not prechat form (HTML5/CSS/JS) generated by Salesforce), you need to set "prechatDetails" and "prechatEntities" to ChasitorInit like the following code: SalesforceChat.cs

Snippet

            chasitorInit.prechatDetails.Add(firstName);
            chasitorInit.prechatDetails.Add(lastName);
            chasitorInit.prechatDetails.Add(phone);
            chasitorInit.prechatDetails.Add(subject);
            chasitorInit.prechatEntities.Add(contact);
            chasitorInit.prechatEntities.Add(case_);

[Salesforce] Apex code for deleting LiveChatTranscript records

You might need to delete LiveChatTranscript records from your data storage sometimes, because LiveChatTranscript consumes a lot of data storage.

In that case, the following Apex code is useful:

public class ClearLiveChatTranscript {

    public static void clear() {
        LiveChatTranscript[] records = [SELECT Id FROM LiveChatTranscript];
                
        delete records;
    }
    
}

Wish list

Transferring images

Capture a scene with Unity Camera and transfer the image to the Salesforce Live Agent via chat. Unfortunately, Salesforce Chat REST API does not support file transfer at the moment...

WebRTC integration

Screen sharing between the client and the agent.

References

• Chat REST API Developer Guide
• Get Chat Settings from Your Org