CRM actions enable communication between AI agents and your CRM platform. These actions are platform-specific, meaning different actions are available for each CRM platform.
This article contains the following topics:
Related articles:
- About actions for AI agents (Ultimate)
- Creating and adding actions for AI agents (Ultimate)
- Reviewing and managing actions for AI agents (Ultimate)
Available CRM actions for Salesforce
AI agents (Ultimate) supports performing actions on the following Salesforce objects:
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Chat transcript: A chat transcript is a record of a chat between a customer and an agent. Salesforce automatically creates a transcript for each chat session.
When a chat ends successfully—that is, when the chat is ended by a customer or an agent—the chat transcript is created as soon as the agent closes the chat window and any related tabs. When you’re using omnichannel routing, the chat transcript is created when the chat’s requested by a visitor.
You can associate a transcript with cases, accounts, contacts, and leads, or you can link it to other objects.
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Cases: Cases are a Salesforce tool that agents use to interact with customers to help get their problems solved — think of the Salesforce Case as a support ticket. Cases are records in Salesforce that keep a log of customer issues, show agents a complete customer overview, etc. Cases can be customized to fit your business needs.
A case is a customer’s question, feedback, or issue. Support agents can review cases to see how they can deliver better service.To view all the objects within your Salesforce instances, go to Setup > Object Manager.
AI agents (Ultimate) supports the following CRM actions in Salesforce:
Get transcript
This action gets a value saved under a specific field in the chat transcript and saves it under a session parameter. The action gets values from standard fields and custom fields.
Update transcript
| Field | Description |
| Field to retrieve | This is the field’s name you want to update. |
| Value | The value you want to set in Salesforce. This can also be a dynamic parameter as long as it has been defined. |
Close chat
The action enables the virtual agent to end the chat, for example for session or chat end events.
Update case
This will allow you to update a value in a case similarly to chats mentioned above. This action updates both standard and custom fields.
| Field | Description |
| Field to retrieve | This is the field’s name you want to update. |
| Value | The value you want to set in Salesforce. This can also be a dynamic parameter as long as it has been defined. |
Upsert case
This action is similar to update case with the difference that if a case already exists against this chat in Salesforce, the existing case values will be updated. If one does not exist, a new case will be created with the values updated. This action is helpful if you would only like to create cases against certain conditions but not all.
| Field | Description |
| Field to retrieve | This is the field’s name you want to update. |
| Value | The value you want to set in Salesforce. This can also be a dynamic parameter as long as it has been defined. |