Connect Salesforce Service Cloud to your AI agent
Salesforce Service Cloud is a customer service platform providing case management, knowledge base, omnichannel support, and service automation to deliver exceptional customer experiences
We set up the connection using your own Salesforce Service Cloud account, with keys you control, and keep it running. Your agent picks it up and starts doing the work.
Actions
What your agent can do in Salesforce Service Cloud
Each one is a real action the agent can take on its own, the same things a person clicking around Salesforce Service Cloud could do. Read-only by default; write actions are confirmed against your policy.
- Agent Sensitive Data Rule Triggered Notifies Salesforce Live Agent that sensitive data rules were triggered in agent messages. **Purpose**: When an agent's outgoing message contains sensitive data (SSN, credit card, email, etc.), call this action to apply…
- Chasitor Sneak Peek Send real-time typing indicator (sneak peek) to Live Agent during active chat session. Allows agents to see what visitors are typing before the message is sent. Requires an active Live Agent chat session with valid sess…
- Composite Batch Tool to execute multiple independent REST subrequests in one batch call. Use when bundling up to 25 independent operations to minimize round trips. Subrequests cannot reference each other.
- Composite Request Execute up to 25 dependent Salesforce REST subrequests in a single API call. Subrequests execute sequentially and can reference results from earlier requests using '@{referenceId.field}' syntax. Use this when operations…
- Composite SObject Tree Create one or more nested sObject record trees in a single API call. Supports parent-child relationships up to 5 levels deep, with a maximum of 200 total records across all trees. Use this for bulk insertion of related…
- Create Case Record Tool to create or upsert a Salesforce Case record. Use when you need to add a new Case or update via external ID.
- Delete Case Record Tool to delete a Salesforce Case record. Use when you need to remove a case by its record ID.
- Describe SObject Tool to retrieve metadata of any sObject. Use when you need to inspect field definitions, relationships, and supported features for objects like Account, Contact, Case, etc.
- End Chat Session Ends a Salesforce Live Agent chat session using the DELETE SessionId endpoint. Prerequisites: - Active Live Agent chat session (obtained via SessionId GET + ChasitorInit POST) - Valid session_key from the session creati…
- Generate Request ID Generate a UUIDv4 string to use as an Idempotency-Key header in Salesforce User Interface API requests. This prevents duplicate record creation when POST, PATCH, or DELETE requests are retried due to network failures or…
- Generate Signed JWT Assertion Tool to generate a signed JWT assertion for Salesforce JWT bearer OAuth flow. Use when you need to perform server-to-server authentication using a connected app’s certificate. Use before exchanging the assertion for an…
- Get Case Record Retrieve a Salesforce Case record by its ID. Returns Case details including status, priority, subject, description, owner, and timestamps. Useful for: - Looking up Case details by ID - Checking Case status and priority…
- Get Chat Messages Tool to long-poll for chat messages/events. Use after CreateChatSession to retrieve incoming chat events. Returns empty messages list when no new messages (HTTP 204). Call with ack from prior response to maintain sequen…
- Get Live Agent API Version Tool to retrieve current Live Agent API version. Use when initializing chat sessions to ensure subsequent calls target the correct REST API version.
- List Einstein Bots Lists all Einstein Bot definitions in the Salesforce organization. This action queries the BotDefinition object using the Salesforce Tooling API to retrieve metadata about all Einstein Bots, including their IDs, labels,…
- Query All SOQL Tool to execute a SOQL query including deleted and archived records. Use when you need to fetch all rows including soft-deleted data in Salesforce.
- Query SOQL Tool to execute a SOQL query. Use when you need to retrieve records from Salesforce via SOQL.
- Reconnect Chat Session Tool to reconnect a Live Agent chat session after the affinity token changes. Use this when you receive a 503 (Service Unavailable) response during chat operations, indicating the affinity token has changed and the sess…
- Resync Chasitor State Resynchronizes the chat visitor's state after a session reconnection. This action is part of the Salesforce Live Agent chat session recovery workflow: 1. First, call ReconnectChatSession with the session_key and affinit…
- Retrieve Salesforce Username Tool to retrieve the Salesforce username. Use when you need the current authenticated user's username. Use after completing OAuth2 authentication.
- Send Custom Event Send a custom event from a chat visitor to a Live Agent during an active chat session. Use this tool to trigger custom event handlers on the agent's side, enabling custom interactions beyond standard chat messages. Cust…
- Set Breadcrumb Tool to set a breadcrumb URL for the visitor's current page. Use after a visitor navigates to a new page during an active chat session.
- Upload File to S3 Tool to upload a file to managed S3 storage. Use when you need to persist files externally.
- Visitor Sensitive Data Rule Triggered Tool to trigger sensitive data rules for the chat visitor. Use after detecting sensitive content to apply visitor masking or handling rules.
Setup
How we connect it
- 1
Connect your account
You log in with your own Salesforce Service Cloud account. We never see your password, and you can revoke access from Salesforce Service Cloud at any time.
- 2
Set the guardrails
Read-only by default. You choose which write actions the agent may take, and anything outside that policy gets confirmed with you first.
- 3
We keep it running
Health checks on every connection, updates handled for you, and we watch the first week of activity to make sure the work lands.
FAQ
Salesforce Service Cloud questions, answered.
You sign in with your own Salesforce Service Cloud account. Permissions are scoped to the minimum the agent needs, the connection is health-checked, and you can revoke access from Salesforce Service Cloud at any time.
The actions Salesforce Service Cloud's API allows, the same things a person clicking around the app could do. Connections start read-only by default; write actions are confirmed against the policy you set before the agent takes them.
Connections are priced per tool on top of the base plan. Some are included, some are premium. See pricing for how connection charges work.
Standard tools are ready inside 7 business days of the setup call. We test the connection end to end, walk you through how the agent uses it, and watch the first week of activity.
Ready to put Salesforce Service Cloud to work?
Tell us what your team runs on. We set up the connection, secure it, and your agent takes it from there.
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