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Overview

Salesforce Actions enable your AI agent to seamlessly create support tickets (cases) and connect users to live support agents directly within the chat interface. These actions provide a smooth escalation path when the AI agent cannot resolve customer issues, ensuring users receive the appropriate level of support based on urgency and complexity.
Before using Salesforce actions, you must set up Salesforce integration with your Chatbase account

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Available Salesforce Actions

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1. Create Ticket

Create a support ticket (case) in Salesforce when the AI agent cannot solve the user’s problem and the issue does not require immediate assistance. This action allows users to receive follow-up support without needing real-time interaction.

Best for:

Handling non-urgent issues that can be resolved through asynchronous support, tracking customer inquiries, and ensuring all support requests are logged in Salesforce for proper follow-up.
Common Use Cases:
  • “The chatbot couldn’t answer my question about billing”
  • “I want to report a bug I found”
  • “Can someone follow up with me about this issue?”

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Setup Instructions

1

Create the Action

Navigate to Actions → Create Action and select Create ticket.
2

Configure Action Details

Action name: Enter a unique name for the action.Ticket platform: Choose SalesforceWhen to use: Provide detailed instructions for when the AI should use this action. For example:
  • Use this action when you cannot answer the user’s question or solve their problem
  • Use this action when the user explicitly requests to create a ticket or case
  • Use this action for non-urgent issues that don’t require immediate human assistance
  • Do not use this action if the user needs immediate help or expresses urgency
3

Save and Enable

Click Save and toggle the action to Enabled to make it available to your AI agent.

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2. Live Chat

Connect the user to a real human support agent in Salesforce when the chatbot cannot solve the user’s problems and the issue requires immediate resolution. This action enables real-time support escalation for urgent matters.

Best for:

Handling urgent issues that require immediate human assistance, complex problems that need real-time troubleshooting, and situations where customers express frustration or need instant resolution.
Common Use Cases:
  • “I need to speak to a human right now”
  • “This is urgent and I need immediate help”
  • “The chatbot isn’t helping me, connect me to support”
  • “I have a critical issue that needs to be resolved immediately”

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Setup Instructions

1

Configure Salesforce Org for Live Chat

Set up your Salesforce org to enable messaging and live chat functionality. Complete the following configuration steps in order:1. Enable Messaging SettingsNavigate to Setup in Salesforce. In the Quick Find box, search for “Messaging” and select Messaging Settings. Enable messaging by turning on the toggle.
Messaging Settings must be enabled before you can create messaging channels or use Enhanced Chat features.
2. Set Up Omni-ChannelConfigure Omni-Channel to enable intelligent routing of live chat sessions to available agents:
  1. In Setup, search for “Omni-Channel” in the Quick Find box
  2. Follow the Omni-Channel setup wizard to configure:
    • Service Presence: Set up agent presence statuses (Available, Busy, Offline)
    • Routing Configurations: Define how chats are routed to agents
    • Service Channels: Configure the chat channel for Omni-Channel routing
    • Agent Workload: Set the maximum number of simultaneous chats per agent
For detailed Omni-Channel setup instructions, refer to the Salesforce Omni-Channel preparation guide.
3. Configure Enhanced Chat User VerificationSet up JSON Web Token (JWT) verification to securely authenticate users connecting through Chatbase:
  1. In Setup, search for “Enhanced Chat User Verification” in the Quick Find box
  2. Navigate to JSON Web Keysets
  3. Click New to create a new keyset
  4. Choose Endpoint as the type of the keyset
  5. Enter the following URL in the Endpoint URL field: 
    https://chatbase.co/api/integrations/salesforce/keys?chatbotId=<YOUR_CHATBOT_ID>
    Replace <YOUR_CHATBOT_ID> with your actual Chatbase chatbot ID (found in your Chatbase dashboard)
  6. Click Save to store the keyset configuration
Your Chatbot ID can be found in the Chatbase dashboard URL or in the agent settings. This keyset allows Salesforce to verify JWT tokens issued by Chatbase for secure user authentication.
4. Create a Messaging Channel
  1. Return to the Messaging Settings page from step 1
  2. Click New Channel to create a new messaging channel
  3. Select Enhanced Chat as the channel type
  4. Choose Mobile as the deployment type
  5. Configure the routing settings based on your Omni-Channel setup from step 2
  6. Click Save to create the channel
  7. Select the Add User Verification checkbox
  8. Click Save again
  9. Return to the Messaging Settings page and open the newly created channel
  10. Scroll down to find the User Verification Configuration section
  11. Click New, select the keyset created in step 3, and enter a Configuration Name
  12. Ensure Active is selected and click Save
Ensure authentication is enabled on the messaging channel to maintain secure communication between Chatbase and Salesforce. Without authentication, the action will not work.
5. Create Embedded Service DeploymentCreate a deployment for Enhanced Chat with Custom Client configuration:
  1. In Setup, search for “Embedded Service Deployments” in the Quick Find box
  2. Click New Deployment
  3. Select Enhanced Chat as the service type
  4. Choose Custom Client as the deployment type
  5. Configure the deployment settings:
    • Name: Enter “Chatbase”
    • API Name: Enter “Chatbase”
    • Messaging Channel: Select the messaging channel created in step 4
  6. Click Save to create the deployment
  7. Click Publish and ensure the deployment status is set to Active
  8. Click Install Code Snippet and save the OrganizationId, DeveloperName, and Url fields, as you will need them later
For detailed instructions on creating a Custom Client deployment, refer to the Salesforce Enhanced Chat Custom Client deployment guide.
After completing all steps, verify that messaging is enabled, the messaging channel is active, Omni-Channel is configured, and the deployment is ready for use. You can test the setup by initiating a test chat session.
2

Create the Action

Navigate to Actions → Create Action and select Salesforce Live Chat.
3

Configure Action Details

When to use: Provide detailed instructions for when the AI should use this action. For example:
  • Use this action when you cannot solve the user’s problem and they need immediate assistance
  • Use this action when the user explicitly requests to speak with a human agent
  • Use this action for urgent issues that require real-time support
  • Use this action when the user expresses frustration or indicates the issue is time-sensitive
  • Do not use this action for non-urgent issues that can be handled through a support ticket
Salesforce Live Chat API URL: Enter the value from the Url field saved in step 1, section 5 (Create Embedded Service Deployment).Developer Name: Enter the value from the DeveloperName field saved in step 1, section 5 (Create Embedded Service Deployment).Org ID: Enter the value from the OrganizationId field saved in step 1, section 5 (Create Embedded Service Deployment).
4

Save and Test

Save the configuration and test with a sample customer request in the embedded widget.
Verify that live chat connections are properly established and routed to available support agents in Salesforce.

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Best Practices

Clear Escalation Criteria

Define clear criteria in the “When to use” field to help the AI agent determine when to create a ticket versus connecting to live chat. This ensures users receive the appropriate level of support.

Comprehensive Case Information

Configure case creation to include relevant conversation context, user information, and issue details to help support agents resolve issues efficiently.

Testing Coverage

Thoroughly test all actions with various user scenarios, edge cases, and error conditions before going live. Test both urgent and non-urgent escalation paths.