Salesforce Action block

Overview

The Salesforce Action block enables your AI Agent to interact with Salesforce CRM during Handoff conversations. Before using this block, you need to configure the integration with Salesforce in your Ada dashboard.

This feature may not be included with your organization’s subscription package. For more information, see Ada’s Pricing page, or contact your Ada team.

Use cases

Use the Salesforce Action block when you need to:

Manage cases: Create, update, delete, or look up Salesforce cases from conversations.
Capture leads: Create or update leads with information collected during chat.
Look up contacts: Search for Salesforce contacts by email address.

Capabilities & configuration

The Salesforce Action block supports the following actions:

Create a Case
Update a Case
Delete a Case
Lookup a Case
Create a Lead
Update a Lead
Search Contact by Email

Quick start

Complete these steps to use the Salesforce Action block. See Implementation & usage for detailed instructions.

Configure the integration

Connect your Salesforce account in the Ada dashboard.

Add the block to your dialog

Drag the Salesforce Action block into your dialog flow.

Map variables

Select an action and map Ada variables to Salesforce fields.

Implementation & usage

Configure the Salesforce integration and add the block to your dialog flow.

Configure the Salesforce Action block

Connect your Salesforce account to enable the Salesforce Action block.

To configure the Salesforce Action block:

On the Ada dashboard, navigate to Config > AI AGENT > Handoffs. Then, on the Integrations tab, beside Salesforce, click Configure.
Paste in your Salesforce username, password, security token (instructions here - if you don’t have your security token, you have to reset it to create a new one), and subdomain (instructions here) into the appropriate fields.
Click Save.

Use the Salesforce Action block

Add the Salesforce Action block to your dialog and configure the action and field mappings.

To use the Salesforce Action block:

Drag the block into the dialog.
Select Action: Select the action you want to perform in Salesforce.
Insert variables that should be passed to mandatory field that has been configured in your Salesforce instance. This is required to create a lead.
In the Select Optional Inputs dropdown, select any other field from Salesforce you want to map Ada variables to, and insert the variables.
In the Save Responses as Variables field, save a variable such as ID or Casenumber.