We have a DaVinci customer service app that functions as a user interface application. In this demonstration, we’ll cover this app as well as our ERP and legacy lookup applications, which are considered interceptor apps. Once these apps are created, you need to integrate them into your profile. I have a couple of different profiles that we’ll use for a demo, focusing on sequencing for Salesforce and DaVinci.

The customer service app I showed earlier has both visible and hidden applications. These apps need to be integrated so that the agent’s CRM can display them properly. We’ll configure the agent’s tools to use the interaction event feature, ensuring that specific apps activate when an interaction occurs. For example, we want the first app to work before the second app, ensuring they operate synchronously so that data can flow seamlessly from one to the other.

An incoming call or event—whether it’s a call, web chat, email, or SMS—will carry data that can be utilized. This data will be sent to the first app, in this case, the ERP app, which will retrieve additional data for a legacy lookup. This enables the app to pull even more information to be shared with our other applications.

We’ve already embedded this framework within Salesforce Lightning, and we’ll quickly bring in a call screen. Typically, this is how it functions, but we’ll focus on the interceptors. These interceptors can pop up data, and I’ll show you another area where an activity gets created.

When data flows into the ERP app, it retrieves information from the legacy system. For instance, I’ll input a legacy ID, which is a custom variable in Salesforce where I can push data. You can also display specific app information within DaVinci, providing agents with legacy data without directly integrating it into Salesforce. This demonstrates how you can take incoming data and effectively utilize it within the app with some configuration.

Now, I’ll log into my profile. Remember, I created two profiles for this demo. As I log in as a support agent, you’ll see the visible applications displayed on the right side of the interface, including the DaVinci customer service app and the embedded framework.

Let’s bring in another call, and you’ll see it’s the same caller. The system pops up on the right side, showcasing the capability of the DaVinci-built application. You’ll notice the legacy data is also visible, including the legacy ID, which could be any data from the ERP or legacy system.

If you have a custom tookit or an internal CRM you’ve developed, integrating it is simple. Just a few lines of code, and you can enable it to show up here, creating seamless channel integration with your applications.