The SendSafely Salesforce App has two primary functions:

1. Encrypting and sending secure files outbound to customers from Salesforce
2. Viewing (and downloading) secure files and messages attached to the Salesforce Case, either those sent outbound by an agent, or received inbound to a SendSafely Dropzone, or via our Inbound SEG to an Email-to-Case address.

To install the Salesforce app, please follow the instructions outlined in this article. Instructions for using the App are provided below.

Authentication

The SendSafely agent app automatically attempts to log you in based on your Salesforce credentials using OAuth. If there is a mismatch between your Salesforce login and your SendSafely login, you must log in to SendSafely separately.

Sending Files Outbound

You can encrypt file(s) to send outbound to external customers by clicking the orange upload button and selecting files from the file picker.

When no files are attached:

With files attached:

Selected file(s) are encrypted and a secure link to the SendSafely package is displayed on the screen. You can choose to add additional files, or finalize the package by clicking the submit button.

• The checkbox option "Require authentication to access files" is automatically selected by default. When selected, each recipient must validate their identity via email pin code prior to being granted access to the package. If unchecked, any user with the secure link will be able to access the files.

Once submitted, the secure link is posted to the Case Chatter feed a FeedItem of type LinkPost. 

In order for your customer to access the files they must (1) have access to the secure link, and (2) be a recipient on the SendSafely package.

Sharing the Secure link

• To access the encrypted files, your recipient must click on the secure link.
• If your external recipient does not have access to the case chatter feed, then the link should be manually copied and pasted into any external email communications for customer access. You can also use custom triggers to insert links on emails automatically.

Managing Recipients

• After clicking on the secure link, recipients must enter their email address and verify their identity using a pin code.
• For outbound packages, recipients are the SendSafely user who uploaded the files AND the users specified in the following Case fields:
  • Owner
  • Creator
  • ContactEmail
  • SuppliedEmail
• If any of the above fields reference a Salesforce group, the app resolves individual group members, and adds each resolved member as a recipient. 
• Note that additional users CC'd on any emails associated with the case are not added as package recipients, and will not have access to the SendSafely package.

Viewing attached files and messages

The app also displays the content of all SendSafely packages associated with the case. This includes both files sent outbound, and inbound files submitted by customers using the SendSafely Dropzone.

By default, both the agent app and the SendSafely Dropzone connector post secure links to the Case Chatter feed. The app then interprets those links and displays a consolidated list of the files and secure messages. 

For files to display in the app, the SendSafely package must be active (i.e., not expired) and the logged-in agent must be a recipient on the package:

• For inbound submissions posted to the case via Dropzone upload, recipient access is managed via the Dropzone Recipient List.
• For outbound files attached using the SendSafely app, recipients are the SendSafely user who uploaded the files AND the users specified in the following Case fields:
  • Owner
  • Creator
  • ContactEmail
  • SuppliedEmail

If there are multiple SendSafely packages on a Case, then the packages are displayed in date descending order.

You can associate the uploaded package to the specific case comment by mousing over the Package ID#. This will display the user who uploaded the package, and the upload timestamp. The Package ID# itself also maps to the code following "/?thread=" in the package link.

Clicking a file name will either preview the file in the browser (PDF, Image or video files only) or download the file locally if the file cannot be previewed. Clicking Download All will download all files on the Case.

You can cycle through all files associated with the case using the left and right arrows on the previewer. If a file cannot be previewed, you can download it directly from the previewer.

By default, previewable files open in full screen mode. To continue to work on the case while concurrently viewing the file, click the minimize icon in the top right corner. This will overlay the file on the SendSafely app and allow access to other case items. (Minimize preview functionality is available in v 1.11.0 of the SendSafely for Salesforce app)

Full Screen Preview:

Minimized preview: