Salesforce — Integration

Overview

Create/attach Cases from escalations, sync status and priority, and expose conversation context to AM/Support teams inside Salesforce.

Capabilities

• Case upsert on handoff with transcript links

• Status/priority mapping and SLA timers

• Case Feed posts for significant chat events

• Custom object support and record-type mapping

1. 1

   Step 1

   Create a Connected App and grant API access.

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2. 2

   Step 2

   Add OAuth credentials in Chat Core and authorize sandbox/production.

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3. 3

   Step 3

   Define field mappings (session → Case).

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4. 4

   Step 4

   Test an escalation and verify Case creation & updates.

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Limitations

• Salesforce validation rules may block updates; use an integration profile.

• Attachments are referenced via SecureStore URLs.

FAQs

Pricing