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Widget conversations route through . When the AI hands off a chat, your rep picks it up as a live messaging thread inside the Salesforce console — no ticket created, no context lost.

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Pre-requisites

Install the AI Chat Widget on your site first. Salesforce handoff has nothing to route until the widget is live — start with Install Widget and come back here.

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How conversations land in Salesforce

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Setting up

1

Confirm the widget is live

Open the page where you embedded the widget and send a test message. You should see the AI respond. If the widget doesn’t load, walk through Install Widget first.
2

Confirm Live Messaging is connected

In your OpenCX dashboard, open Salesforce → MIAW. All six fields should be filled and saved. If not, complete the Live Messaging setup.
3

Trigger a test handoff

Send a message like “I want to talk to a human” in the widget. The AI should hand off the conversation.
4

Verify in the Salesforce console

The conversation should appear as a messaging thread routed through Omni-Channel. Reply from Salesforce and confirm the message lands in the visitor’s widget within a couple of seconds.
If the conversation doesn’t appear in Salesforce, check that your Omni-Channel flow is configured for the Embedded Service Deployment. See Troubleshooting.

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What the rep sees

  • A messaging thread in the Salesforce console routed through Omni-Channel.
  • The full AI-to-visitor transcript attached to the conversation.
  • Routing attributes including OpencxSessionId — the trace key back to the OpenCX session.
  • Replies typed in the Salesforce console land back in the visitor’s widget within a couple of seconds.

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Channel-specific details

When the widget passes a verified email via widget authentication, OpenCX generates an authenticated identity token. Anonymous visitors get an unauthenticated token. Both flow through the same Embedded Service Deployment — your Omni-Channel flow can use the Chat_Consumer_Type routing attribute to route differently.
Files uploaded in the widget appear as attachments on the messaging thread in the Salesforce console. File-size limits follow your Salesforce org’s messaging configuration.
When an AI action returns data rendered by a custom component, the visitor sees the richer UI. Your rep sees the underlying text in the Salesforce console — pick copy that reads well in both surfaces.
If your workflow triggers , the rating and comment land on the OpenCX session (visible in the Inbox), not in Salesforce.

AI Chat Widget

The channel itself — install, configure, authenticate.

Live Messaging setup

JWT credentials, routing attributes, and connection.

Salesforce overview

What Salesforce lights up across every channel.

Troubleshooting

Conversations not appearing, routing issues.