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Overview

Chatbase provides a quick and easy way to add an AI agent to your Salesforce organization. In just a few minutes, you can make an AI agent available across your company’s Salesforce org, where it responds to users’ cases and helps your workspace provide round-the-clock automated support.

What you can do:

Have the AI agent answer Salesforce cases on its own, draft replies for a human to review, or open a case the moment a chat conversation needs a person.

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Available capabilities

For connecting customers to a human agent in Salesforce in real time, see the Salesforce Live Chat action, which needs additional Salesforce org configuration.

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Before you start

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AI case responses in Salesforce

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How to connect Salesforce

1

Open your Chatbase AI agent

Head to your dashboard and click the AI agent you wish to integrate with Salesforce.
2

Find the Salesforce integration

Click the Channels tab from the sidebar, find the Salesforce integration, and click Connect.
3

Authorize the integration

A new tab will open, asking you to log in to your Salesforce account to authorize the integration.
4

Configure the integration

Click Manage on the Salesforce integration card. You can then:
  • Select the Salesforce user that the AI agent will reply as.
  • Choose to either sync the AI agent’s Salesforce instructions with the global instructions, or write a different instructions prompt. This is useful if you want to instruct the AI agent to escalate the case to a human in certain cases, for example if the customer asks for a refund.
Then click Save.

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Generate Draft Response

Don’t want the AI agent to respond directly? Enable Generate Draft Response to review and edit the AI-generated response before it’s sent.
1

Open the page editor

Navigate to any of your cases, click the gear icon at the top right, then select Edit Page.
Opening the Salesforce page editor from a case
2

Add the action to the layout

Select the section where you want the button to appear, for example the Highlights Panel. Click Add Action, search for Chatbase AI Draft Response, and add it to the layout.
Adding the Chatbase AI Draft Response action to the layout
The Generate Draft Response button is then available across all cases, so AI agents can generate responses whenever they need one.

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Human escalation via case creation

1

Connect Salesforce

Choose Integrations, then connect your Salesforce account to authorize access.
2

Create the Escalations action

Configure your Escalations action to route tickets to Salesforce. Follow the Escalations action guide to set it up.
Test the integration by asking your AI agent to speak to a human, and confirm a case appears in Salesforce with the conversation summary attached.

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Next steps

Escalations action

Configure when your AI agent escalates and which details it collects first.

Salesforce Actions

Create cases and connect customers to live agents in Salesforce from the chat.