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Hosted Gateway Integration with Salesforce

  • Updated

 

Salesforce

Salesforce is a powerful and dynamic Customer Relationship Management (CRM) system. It provides customer relationship management service and also provides a complementary suite of enterprise applications focused on customer service, marketing automation, analytics, and application development.

This integration guide provides a summary and examples of a few of the ways Virtru and Salesforce applications can be integrated to provide secure communications. 

The Salesforce Email Relay feature doesn't support sending emails directly through Microsoft 365 Exchange (Exchange Online) to people outside of your organization and isn't recommended unless you have an on-prem or hybrid solution (i.e., Virtru On-Premise Gateway Integration with Salesforce).

 

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SMTP Relay

In order to use your existing email tenant (Google Workspace) to deliver email from Salesforce, SMTP relay will need to be configured. There are 2 key components within Salesforce that need to be configured:

 

Deliverability

  • Setup > Administration > Email > Deliverability

Generally, we recommend disabling "Email Security Compliance" as it may prevent emails from SF (Salesforce) from being relayed to Google. There are SF resources for additional context linked here:

 

Please note that you will need to ensure SMTP relay is active in your Google Workspace environment to allow inbound emails from SF. The following SF articles can be used as reference below.

Salesforce IP Addresses to Allow for SMTP Relay:

Please note that you will need to ensure SMTP relay is active in your Google Workspace environment. The following articles can be used as references:

Email Delivery Settings

  • Setup > Administration > Email Delivery Settings > Email Relays:
    • Specify the SMTP Host you will be using to relay, along with the TLS and AUTH settings
      • Google Workspace uses hostname: smtp-relay.gmail.com & Port 587
      • Enable SMTP Auth is optional
  • Setup > Administration > Email Delivery Settings > Email Domain Filter:
    • Specify the Sender & Recipient Domain filter and the Email relay you’ve set up. We recommend entering * as a wildcard to allow all Domains
    • Check the "active" box to enable the domain filter

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Email-to-Case

The most common use case in which Virtu supports Salesforce to secure sensitive information is Email-to-Case. Salesforce automatically creates cases and auto-populates case fields when customers send messages and ongoing communications via email are managed within the Case application. This functionality allows users to efficiently resolve customer issues. 

 

Email-to-Case Configuration:

Administrators can access the Email-to-Case Settings by Searching “Email-to-Case” in the Setup page “Quick Find” window, or by navigating to:

  • Setup > Platform Tools > Feature Settings > Service  > Email to Case

For the Email-to-Case configuration, the following parameters should be set:

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*Please note that the routing address will also need to be configured. This will be used if inbound decryption of messages is required for your deployment as well.

 

Sending Outbound Emails in SF Email-to-Case

📌 Domain Verification Requirement: Salesforce now requires customers to verify the domain they are sending outbound emails from when using Email-to-Case. This is an important prerequisite to ensure outbound email delivery functions correctly.

📎 Salesforce: Email Sending Domain Verification

📎 Creating a DKIM Key

 

Inbound Emails

For inbound emails that need to be routed to the Virtru Data Protection Gateway for decryption. We recommend the following configuration:

 

Salesforce & Gmail Configuration

  1. Email-to-Case is configured
  2. Salesforce Routing Address is configured
    • This is configured in the Email-to-Case setup page in Salesforce, which is referenced above
  3. Gmail email address forwarding rule is configured. We recommend setting up the forwarding rule directly from the Gmail Inbox user settings.

 

Inbound Decrypt Hosted Gateway Configuration

*Please note that all email addresses that are sending email from Salesforce through the Gateway need to be licensed Virtru users

 

Outbound Emails

For outbound emails that need to be routed to the Virtru Data Protection Gateway for encryption. We recommend the following configuration:

 Salesforce & Gmail Configuration

  1. SMTP Relay is configured in Salesforce and email is flowing to your Gmail Environment
  2. Case Threading is Configured (if required)
  3. Triggering Compliance Rule(s) is Configured 

Outbound Encrypt Hosted Gateway Configuration

*Please note that all email addresses that are sending email from Salesforce through the Gateway need to be licensed Virtru users

Case Threading 

 Virtru supports Salesforce case threading both via ThreadID and MessageID. If your Salesforce environment is still using ThreadID and hasn’t changed over to MessageID for case threading, please ensure that “Insert Thread ID in the Email Subject” is checked under the Email-to-Case Settings

Administrators can access the Email-to-Case Settings by Searching “Email-to-Case” in the Setup page “Quick Find” window, or by navigating to:

  • Setup > Platform Tools > Feature Settings > Service > Email to Case

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If your Salesforce environment has MessageID enabled for case threading, no further action is required.

In some cases where you are not seeing the email replies to your case being threaded properly, you may also need to enable the feature "Enable Case Feed Actions and Feed Items" in the Salesforce Support Settings section. More info can be found here if needed:

 

Triggering Compliance Rule

 

In order for the Gmail compliance rule to trigger based on the key words we’ve configured, we need to ensure that the email from Salesforce contains the keyword(s).

 

The following optional methods have been tested:

  • Option 1: A user manually adds the keyword to the subject line/body to allow outbound encryption via the Virtru Gateway
  • Option 2: A Salesforce Administrator can create a Salesforce custom button in the email object manager page which will automatically add the keyword trigger to the subject line/body
  • Option 3: An administrator/user can create a custom email template which will add the keyword automatically to the subject line/body

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