Salesforce actions

Agentkit offers two Salesforce handoffs.

Create a case

Connect your production or sandbox Salesforce org in Actions > Integrations. Add an Escalate to human action and choose Salesforce. The action creates a case with the visitor's email, summary and recent conversation context.

See Escalate to human for setup and trigger instructions.

Start live chat

Add a Salesforce live chat action and configure your Enhanced Chat deployment's API URL, organization ID and deployment developer name. Configure Salesforce user verification to trust the Agentkit issuer and JWKS URL shown in the action form. Your Salesforce deployment and Omni-Channel routing must be ready to receive chats.

A paid Agentkit plan is required. The Agentkit deployment must also have its Salesforce live chat signing key configured.

When the action runs, the widget starts a Salesforce session. The agent reports that it is connecting you; a successful handoff request does not mean an agent has already joined.

Visitor identity

If the current request has a valid Agentkit identity token, the handoff uses that verified contact's email. Otherwise it uses an anonymous, server-generated conversation identity. An email typed into chat and a previously linked contact do not become verified identities for this handoff.

The short-lived Salesforce identity token is sent to the widget to start the session. It is not saved in the tool log. Preview chat simulates the handoff.