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# Salesforce Messaging Handoff setup

## Overview

Set up the Salesforce Messaging [Handoff](/docs/handoffs) dialog in your Ada AI Agent after your Ada team confirms the configuration is complete.

## Quick start

Complete these steps to set up the Salesforce Messaging Handoff. See [Implementation & usage](#implementation--usage) for detailed instructions.

#### Add the Salesforce Messaging Utils block

Add the block to your Handoff to Support answer.

#### Configure inputs

Map required variables (Ada Conversation ID, End User ID) and optional pre-chat fields.

#### Set up fallback

Configure a Fallback Answer for failed connections.

## Implementation & usage

Configure the Handoff dialog after your Ada team confirms the Salesforce Messaging integration is complete.

### Set up the Handoff dialog

Add the Salesforce Messaging Utils block to your AI Agent and configure the required inputs.

**To set up the Handoff dialog:**

1. In the **Handoff to Support** answer, add the **Salesforce Messaging Utils** block to the answer.

   ![Salesforce Messaging handoff block](/_fern-img/2a37e7561bd8ef1ca07a4db160fa73b6a71503e0a15be7847b11ec8bacd65701.webp)

2. Configure the required input variables. The **Ada Conversation ID** (`conversation_id`) and **End User ID** (`end_user_id`) are mandatory fields. You can also map optional fields such as **Email**, **Subject**, and **First Name**.

3. To pre-populate optional fields, use a **Capture** block or other Action blocks before the **Salesforce Messaging Utils** to collect values into variables.

4. Additional **Optional Inputs** that appear in the dropdown are the pre-chat fields configured in Salesforce.

   > **Note**
   >
   > To add other Salesforce fields to the block, you will need to set up the pre-chat fields in Salesforce and share the Field API names with your Ada team. This is covered in [Updating fields in the Handoff block](/docs/handoffs/salesforce/salesforce-messaging/salesforce-messaging-field-mapping).

5. Ensure no blocks are placed after the **Salesforce Messaging Utils** block in your answer (these blocks will not be displayed after the Handoff).

6. Make sure to set a **Fallback Answer** in case of failed connection scenarios.

## Best practices

* **Test the handoff flow** thoroughly before deploying to production
* **Monitor handoff success rates** to ensure proper configuration
* **Keep pre-chat fields minimal** to avoid overwhelming end users
* **Use variables** to pre-populate fields when possible to improve customer experience

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Have any questions? Contact your Ada team, or email us at [](mailto:help@ada.cx?subject=Help%20Docs%20inquiry).