Salesforce
Escalate conversations by creating a Salesforce case for your team.
Overview
Connect Salesforce and your agent can hand a conversation to your human team by opening a case in Salesforce. The case includes a clear summary of the customer's issue, written by the agent, and the customer's email address when they gave it, so your team has what it needs and the customer doesn't have to repeat themselves.
What you can do
Let the agent handle routine questions on its own, and hand off to Salesforce the moment a case needs a person, with the context already on the case.
Zetra's own Helpdesk comes first
Every escalation also creates a ticket in Zetra's built-in Helpdesk inbox, so nothing is lost if Salesforce is ever unreachable. If you connect several helpdesks, each one gets its own case.
Answering cases inside Salesforce
Having the agent reply to Salesforce cases directly is coming soon (it shows as Coming soon under Channels). Escalating by creating a case, described here, works today.
Before you start
- A Zetra account with an agent. If you haven't built one yet, create a free account and follow the Quick start.
- A Salesforce account that can create cases and authorize connected apps.
- A Standard plan or above. See pricing.
How to connect Salesforce
Open the Salesforce integration
Go to your Zetra dashboard, open your agent, click Integrations and then Connect with Salesforce on the Salesforce card. A window opens.
Sign in and allow access
Sign in to Salesforce and click Allow. The window closes and the card shows Connected. Cases are created as the user who signed in.
Add the Escalations action
- Open your agent and click Build → Actions.
- Click Create action, open Escalations and choose Create ticket.
- Adjust When to use if you like (for example "when the customer asks for a refund or a person"), then save and turn the action on.
When the agent escalates, Zetra opens a ticket in your Zetra Helpdesk and, at the same time, in Salesforce and every other helpdesk you've connected. The ticket carries a summary the agent writes of the customer's issue, and the customer's email when they gave it.
Each case is created with the agent's summary as its Subject and Description, the customer's email as Web Email, and Case Origin set to Web, so you can route it with your existing assignment rules.
Check it works
In the Playground, ask your agent to speak to a person about a made-up problem and give an email address. A new case should appear in Salesforce (Service → Cases) within a few seconds, with a summary of the issue.
Troubleshooting
Cases aren't created
Possible cause: the signed-in user can't create cases, or a required field in your org has no default.
Managing the connection
Click Manage on the Salesforce card under Integrations to see what it's connected to, reconnect with different details, or Disconnect. Disconnecting stops new escalations reaching Salesforce; tickets already created stay in Salesforce.