What you get
Cases your reps pick up with full context
Cases your reps pick up with full context
When the AI escalates an email conversation, OpenCX creates a Salesforce Case with the conversation summary as the description and the full transcript attached as comments. Rep replies on the Case sync back to the contact’s inbox.
Live conversations routed to your reps in real time
Live conversations routed to your reps in real time
Chat, SMS, WhatsApp, and phone handoffs land in the Salesforce console as threads with the AI transcript attached. Your reps pick up where the AI left off.
Session data mapped to routing attributes
Session data mapped to routing attributes
Channel, language, priority, and session ID flow into Salesforce as so Omni-Channel routes each conversation to the right queue without manual triage.
Every answer grounded in your training data
Every answer grounded in your training data
Reps see the conversation summary and the AI’s reasoning to continue where the AI stopped. No guessing what the customer already tried.
Supported channels
Pick the channel you want to wire through Salesforce — each page covers the implementation details for that channel on top of the shared setup.AI Chat Widget
Live chat handoff into the Salesforce console via Messaging.
AI WhatsApp Support
Business WhatsApp threads routed to your reps.
AI SMS Support
Inbound SMS handed off as live messaging conversations.
AI Phone Support
Voice conversations with transcript attached for your reps.
AI Email Support
Email handoff creates a Salesforce Case with the thread attached.
Observability
Every conversation OpenCX hands to Salesforce is traceable from the Salesforce side back to the exact OpenCX session. Your reps debug in the tool they’re already in; your admins audit without re-running the AI.Session ID on every case and conversation
Session ID on every case and conversation
For email, OpenCX stores the Salesforce Case ID on the OpenCX session (
salesforce_case_id). For live messaging, the conversation is created with the OpenCX session ID as the external identifier (salesforce_miaw_session_id). Both are searchable from either side.Case and routing markers
Case and routing markers
Cases get
Case_From__c set to opencx so you can filter views and reports to AI-escalated cases. Live messaging conversations carry routing attributes — OpencxSessionId, Chat_Consumer_Type, Origin, Priority, and Chat_language — readable in your Omni-Channel flow and analytics.Handoff debug events in OpenCX
Handoff debug events in OpenCX
Every handoff logs a debug event with routing attributes and transcript data, visible in the session detail in your OpenCX Inbox. Click any session to see the full AI reasoning, tool calls, and handoff context.
Pick your setup path
Two paths, one for email and one for everything real-time. Most teams start with one and add the other later.- Email (Cases)
- Live Messaging
Use the Case Management path for email. OpenCX creates a Salesforce Case on handoff and syncs your reps’ replies back to the contact’s inbox.Credentials: a with OAuth 2.0 (Client ID, Client Secret, Login URL).
Set up Email Cases
Create the Connected App, connect OAuth, and configure the webhook.
You can enable both paths. Email handoffs create Cases; chat, SMS, WhatsApp, and phone handoffs route through live messaging.
Related Documentation
Email Cases
OAuth setup, webhook, and Apex configuration for email.
Live Messaging
JWT setup for chat, SMS, WhatsApp, and phone.
Human Handoff
Global handoff rules and office hours.
Troubleshooting
Connection failures, missing cases, routing issues.