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Overview

Salesforce Actions enable your AI agent to create support tickets (cases) and connect customers to live support agents directly within the chat interface. These actions provide an escalation path when the AI agent cannot resolve an issue, so customers receive the right level of support based on urgency and complexity.
Prerequisite: Before using Salesforce Actions, you must set up the Salesforce integration with your Chatbase account.

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Available Salesforce Actions

Create ticket is the Salesforce option of the shared Escalations action. If you’re comparing helpdesk platforms, that page lists all of them side by side.

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How to create a Salesforce action

Both Salesforce actions are created the same way. The action sections below list only what differs: which action to pick and any extra configuration it needs.
1

Navigate to Actions

Go to your Chatbase dashboard and select your agent. Click Build > Actions in the left sidebar.
2

Create the Action

Click Create action, then select the action named in its section below.
3

Configure General Settings

Action Name: A unique, descriptive name for the action.When to use: Detailed instructions for when the agent should use this action. Each action’s section below suggests what to include.To restrict the action to procedure steps only, turn on Only use in procedures. When it’s on, the When to use field is hidden, because the agent no longer decides when to call the action.
4

Configure the action's own settings

Live chat requires Salesforce org configuration and three connection values. Create ticket needs only the ticket platform set to Salesforce.
5

Choose Channels

Use Channels to control where the action is available. Toggle the action on or off for each configured channel, then click Save. Some channels may be incompatible with the action and won’t be available for selection.
6

Enable and Test

Ensure the action is toggled to Enabled, then test it with the check listed in the action’s section below.

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Actions

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1. Create ticket

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

Best for:

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 AI agent 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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Settings

Action: Create ticket. Ticket platform: Salesforce. When to use: Detailed instructions for when the agent should open a case. For example:
Test the action by asking your agent a question it can’t answer, and confirm a case appears in Salesforce with the conversation details.

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2. Live chat

Connect the customer to a human support agent in Salesforce when the AI agent cannot solve the problem and the issue requires immediate resolution.

Best for:

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 AI agent isn’t helping me, connect me to support”
  • “I have a critical issue that needs to be resolved immediately”

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Configure your Salesforce org

Before creating the action, set up your Salesforce org to enable messaging and live chat. Complete these steps in order.
1

Enable Messaging Settings

Navigate 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-Channel

Configure 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 Verification

Set up JSON Web Token (JWT) verification to securely authenticate customers 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:
    Replace <YOUR_CHATBOT_ID> with your actual Chatbase AI agent ID
  6. Click Save to store the keyset configuration
Your AI agent 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 Deployment

Create 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. You’ll need them when you create the action
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.

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Settings

Action: Salesforce Live Chat. When to use: Detailed instructions for when the agent should connect the customer to a live agent. For example:
Salesforce Live Chat API URL: The Url value saved in Create Embedded Service Deployment. Developer Name: The DeveloperName value saved in the same step. Org ID: The OrganizationId value saved in the same step.
Test the action with a sample customer request in the embedded widget, and verify that live chat connections are 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 so the agent knows when to create a case versus connecting to live chat.

Comprehensive Case Information

Configure case creation to include relevant conversation context, customer information, and issue details, so agents can resolve issues efficiently.

Testing Coverage

Test both escalation paths with various scenarios and edge cases before going live, urgent and non-urgent alike.

Match Actions to Channels

Turn live chat off on channels where you have no agents covering, so the agent doesn’t offer something it can’t complete.