When your AI agent hands off a conversation to a human agent, the Salesforce integration automatically displays comprehensive customer information directly in your inbox, giving your team complete context to provide exceptional support.

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What You Get

When a human agent takes over from AI, they instantly see:

Contact Information

Full contact details, names, emails, phone numbers, and contact history

Account Details

Associated accounts, domains, industry information, and account size

Opportunity History

Active and past opportunities, stages, amounts, close dates, and sales context

Case History

Complete support case history with subjects, status, and previous resolutions

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How It Appears in Your Inbox

When an AI conversation is handed off to a human agent, your support inbox automatically displays a Customer Context Panel with:

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📋 Customer Overview

  • Contact Name: Jane Smith
  • Account: Enterprise Solutions Corp (Technology, 500 employees)
  • Email: jane@enterprisesolutions.com
  • Phone: +1 (555) 987-6543

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💰 Current Opportunities

  • Enterprise License Renewal - $75,000 (Negotiation Stage)
  • Additional Modules - $25,000 (Qualification Stage)

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🎫 Recent Case History

  • March 20: “API Integration Issue” - Resolved in 4 hours
  • March 10: “User Training Request” - Escalated to Customer Success
  • February 28: “Billing Inquiry” - Resolved same day

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🏢 Account Information

  • Type: Enterprise Customer
  • Industry: Technology Services
  • Employees: 500+
  • Location: New York, NY

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Benefits for Your Support Team

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Setup Process

1

Create Salesforce Connected App

In your Salesforce org:

  • Go to Setup → Apps → App Manager
  • Click New Connected App
  • Enter app name: “Open.cx Integration”
  • Enable OAuth settings and configure scopes:
    • Full access (full)
    • Perform requests at any time (refresh_token, offline_access)
  • Set callback URL provided by Open.cx
  • Save and note your Consumer Key and Secret

It may take several minutes for the new Connected App to become active

2

Connect to Open.cx

In your Open.cx dashboard:

  • Go to Settings → CRMs
  • Click Connect Salesforce
  • Enter your Consumer Key and Consumer Secret
  • Complete the OAuth authorization flow
  • Test the connection to verify everything works

You’ll be redirected to Salesforce to authorize the connection

3

Start Getting Customer Context

That’s it! Your Salesforce integration is now active.

When AI hands off conversations to human agents, Salesforce customer information will automatically appear in your inbox with:

  • Complete contact and account details
  • Opportunity information and sales context
  • Case history and resolution details
  • Direct links to Salesforce records

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Need Help?

Setup Support

Contact our team for help setting up your Salesforce integration

The Salesforce integration works automatically - no training required. When AI hands off to human agents, customer context appears instantly in your inbox.