> For the complete documentation index, see [llms.txt](https://atlas.anywhere.now/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://atlas.anywhere.now/channels-integrations/cti-plugins/salesforce.md).

# Embed WebAgent in Salesforce Lightning

Configure the WebAgent CTI plugin for Salesforce Lightning.

Configure the Salesforce CTI plugin when WebAgent must be available inside Salesforce Lightning.

{% hint style="info" %}
This page covers Salesforce Lightning only. Salesforce Classic is not included in this Atlas setup path.
{% endhint %}

## Prerequisites

For Dialogue Cloud Neo, you need a valid WebAgent license and either **PUL20, WebAgent add-on: CRM Embedded**, or **AW310 / AW310N, Salesforce and Bullhorn Premium Embedded Agent**. Your subscription may already include these licenses. Confirm them and plugin enablement with your AnywhereNow representative; see [shared CTI prerequisites](/channels-integrations/cti-plugins.md#licensing-prerequisites) for on-premises licensing guidance.

* Shared WebAgent sign-in is configured.
* Shared WebAgent service settings are configured.
* WebAgent and the Salesforce CTI plugin are enabled for the environment.
* A Salesforce administrator can configure the Lightning integration settings.
* The WebAgent URL for the environment is available.

## Configure the Salesforce Lightning integration

1. Confirm the Salesforce Lightning environment where WebAgent must be available.
2. Confirm whether the customer uses an approved Salesforce package, a Lightning app configuration, a call-center import, or another Salesforce-owner-managed setup path.
3. Add or update the Salesforce CTI integration entry that loads WebAgent.
4. Enter the WebAgent URL supplied for the environment.
5. Configure Salesforce assignment and layout values confirmed by the Salesforce owner.
6. Save the integration.

## Salesforce Lightning configuration reference

Use Salesforce-specific configuration only when the environment owner confirms that the setting is required.

| Configuration area                | Detail                                                                                                                                                         | Use                                                                                      |
| --------------------------------- | -------------------------------------------------------------------------------------------------------------------------------------------------------------- | ---------------------------------------------------------------------------------------- |
| Lightning app or approved package | Salesforce Lightning can expose the embedded softphone through a Lightning app or an approved package path. Confirm the active path with the Salesforce owner. | Defines where WebAgent appears in Salesforce Lightning.                                  |
| Call-center import                | Some environments use a call-center XML definition supplied for the environment. Do not reuse legacy regional XML file lists.                                  | Registers the WebAgent softphone definition for Salesforce Lightning.                    |
| User assignment                   | Salesforce users that need embedded WebAgent access must be assigned to the confirmed call center or app path.                                                 | Controls who can open WebAgent from Salesforce Lightning.                                |
| Softphone layout                  | The Salesforce owner can confirm layout behavior for screen pop or record matching.                                                                            | Controls how Salesforce presents CTI context.                                            |
| `format-correlationid`            | Optional URL parameter. Append with `&` when another query parameter is already present.                                                                       | Controls how correlation identifiers are written for Salesforce activity context.        |
| `phoneformat`                     | Optional URL parameter. Append with `&` when another query parameter is already present.                                                                       | Controls how Salesforce phone-number links are formatted before WebAgent uses them.      |
| `enabled-entities`                | Optional URL parameter with a comma-separated entity list.                                                                                                     | Limits which Salesforce entity types are available to the embedded integration.          |
| `disable-cti-settings`            | Optional URL parameter, usually set to `true` only for environments where Salesforce CTI settings must not load.                                               | Disables Salesforce CTI behavior without changing shared WebAgent sign-in configuration. |
| Click-to-dial                     | Salesforce-side click-to-dial behavior must be confirmed for the active Salesforce Lightning configuration.                                                    | Controls click-to-dial behavior from Salesforce records.                                 |

{% hint style="warning" %}
Keep this page scoped to Salesforce Lightning. Do not add Salesforce Classic setup steps.
{% endhint %}

## Technical behavior reference

The Salesforce CTI plugin implementation supports these WebAgent record types:

| WebAgent record type |
| -------------------- |
| Account              |
| Campaign             |
| Case                 |
| Contact              |
| Event                |
| Lead                 |
| Opportunity          |
| Task                 |
| User                 |

Search behavior uses Salesforce Open CTI search and screen-pop behavior with phone number, email address, or first and last name. The exact search layout and result presentation can depend on the Salesforce softphone configuration.

For activity creation, the plugin saves a Salesforce task-style activity:

| Activity field | Behavior                                                                                            |
| -------------- | --------------------------------------------------------------------------------------------------- |
| `TaskSubtype`  | Uses **Call** for phone, **Email** for email, and **Task** for Twitter, SMS, WebChat, and WhatsApp. |
| `WhoId`        | Used for person-type records such as Contact, Lead, or User.                                        |
| `WhatId`       | Used for non-person records such as Account, Case, Campaign, Event, Opportunity, or Task.           |
| `Subject`      | Uses the conversation subject when available, otherwise a channel-specific task label.              |
| `Status`       | Uses **In Progress** when a record is linked, otherwise **Completed**.                              |
| `CallType`     | Stores inbound or outbound call direction.                                                          |
| `Description`  | Stores interaction description. Long text is truncated to the Salesforce task description limit.    |
| `CallObject`   | Can store the correlation identifier.                                                               |

The plugin can update activity duration, correlation ID, description, completion state, and case link. It can also pop records, pop activities, pop cases, and open create-record forms. New Account records can prefill phone. New Case records can prefill supplied email or phone. New Contact, Lead, and User records can prefill email, phone, first name, and last name.

## Validate the plugin

1. Sign in to Salesforce Lightning as a test user with access to the integration.
2. Open the Salesforce area where WebAgent should load.
3. Confirm that WebAgent opens and prompts for sign-in only when expected.
4. Place a test call or open a test interaction.
5. Confirm that assignment, softphone layout, correlation, and phone-number behavior match the intended Salesforce Lightning workflow.

## Related topics

* [Configure WebAgent sign-in](/channels-integrations/webagent/configure-webagent-sign-in.md)
* [Configure WebAgent service settings](/channels-integrations/webagent/configure-webagent-service-settings.md)
* [Use WebAgent in a CRM system](/use/handle-conversations/webagent/use-webagent-in-crm.md)


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