Salesforce Handoffs
Ada integrates with Salesforce in several ways to support live agent handoffs. Whether you’re using Salesforce Chat for real-time conversations or Salesforce Messaging for asynchronous support, there’s a handoff method to match your customer service model.
This guide introduces each integration and helps you choose the best fit for your needs.
Salesforce Chat
Salesforce Chat (via Ada Glass) lets you hand off customers to live agents for real-time conversations. As soon as the handoff happens, the customer is connected with an agent right away — perfect for teams that are actively online and ready to help.
Use this if you want quick, back-and-forth chat sessions during your business hours.
- Configure Ada Glass
- Set up the Salesforce Chat block
- Configure Salesforce users
- Use the Salesforce Action block
Salesforce Messaging
Salesforce Messaging allows customers to chat with your team through asynchronous messaging experiences. Customers can come and go, and agents can respond when they’re available.
Use this if you want to offer flexible, message-based support without needing agents to reply right away.
- Configure Ada Salesforce Messaging
- Set up handoffs
- Update field mappings
- Configure agent availability
