Salesforce integration
Fleur Nouwens
Hello Christina Pedoulaki! Following up on this:
- What specific functionalities would you like the Salesforce integration to support?
- How frequently do you anticipate using the Salesforce integration?
- Are there any specific Salesforce features or data points that are critical for your integration needs?
X
Xavier Grene
Fleur Nouwens
We (Søstrene Grene) also want to have a Salesforce integration (to Service Cloud).
- What specific functionalities would you like the Salesforce integration to support?
We would like the Salesforce integration with Service Cloud to support the following key functionalities:
a) Case Handover from Chatbot to Agent (First Scope):
When a customer requests to speak with a human, a case should be automatically created in Salesforce. This case should include:
The full chat transcript
Customer’s name and email
Any relevant metadata (e.g., language, topic, channel)
b) Data Access from Watermelon to Salesforce (Second Scope):
We want Watermelon (WM) to have access to specific Salesforce objects and fields—particularly:
Contact records
Related cases
Order history
This would allow the chatbot to personalize responses and make decisions based on Salesforce data.
b-bis) AI Agent Button in Salesforce:
We envision a “WM AI Agent” button within Salesforce that leverages the chatbot to generate email drafts or suggested replies based on case context. This would support agents in responding faster and more consistently.
- How frequently do you anticipate using the Salesforce integration?
The integration would be used daily.
It plays a critical role in our customer service flow—especially when:
The chatbot cannot resolve the issue
The customer explicitly requests human assistance
In both cases, a Salesforce case should be created to ensure seamless handover and follow-up.
- Are there any specific Salesforce features or data points that are critical for your integration needs?
Yes, as mentioned in 1.b), the following are essential:
Contact object: including email, name, and customer ID
Related Cases: to understand customer history
Order data: to provide context for support inquiries
Access to these data points will allow both the chatbot and agents to deliver more relevant and efficient support.