Connect your AI concierge to Salesforce.
Give customers an AI concierge that connects Salesforce with the rest of your business. Resolve requests across systems and bring your service team in when their judgment is needed.
- Keep your existing helpdesk
- Connect your other systems
- Control actions and approvals
How Typewise fits with Salesforce.
Resolve requests across your connected systems. Keep Salesforce for conversations your support team takes over.
AI conciergeUnderstand the request.Find the answer. Take action.Your rules & approvals
Meet customers where they already are.
Connect your customer channels to Typewise, separately from Salesforce.
- Chat
- Social
- Voice
- ChatGPT
- Claude
- In-App
How Typewise uses Salesforce.
Connect Salesforce to give the concierge knowledge, access to records and approved actions.
Knowledge
Import your Salesforce Knowledge articles as a knowledge source, so answers are grounded in what you already publish.
Lookups
Fetch customer and case details from Salesforce during a conversation, so the AI replies with the facts in front of it.
Actions
Perform approved updates in Salesforce as part of resolving a request. You decide which actions need a human to confirm first.
What the AI can do in Salesforce.
These tools power AI customer service in Salesforce. Your team can also use configured lookups and actions through Nova in the Typewise ticket view, confirming each action before it runs.
What the AI can read
Fetched from Salesforce during a conversation, before the AI replies.
- Retrieve all fields of a case by its ID
get_case_by_id - Retrieve only the Description field of a case
get_case_description_by_id - Retrieve a customer’s name, email, phone and mailing address
get_customer_details - Get all open cases for a customer (excludes Closed and Resolved)
get_all_open_tickets - Get the status and key information of a case
get_ticket_status
Additional Salesforce lookups are available. Ask us to enable the ones you need.
What the AI can write
Updates made in Salesforce as part of resolving a request. Any action can be set to require a human's approval first.
- Update a customer’s Contact fields (name, phone, mobile, mailing address)
update_customer_details - Create a new Contact
create_customer_profile - Write a comment to an existing case
write_post_to_ticket
Additional Salesforce actions are available. Ask us to enable the ones you need.
Handoff and backup in Salesforce.
Handoff lands in Salesforce
Set Salesforce as the handoff destination. When the AI hands a ticket to a human, it goes to Salesforce and your support team continues the conversation there.
Completed tickets can be backed up as cases
Enable ticket backup to copy completed Typewise conversations into Salesforce as cases.
These are separate settings. After a full handoff, your team continues in Salesforce; the AI does not automatically resume. Backup copies completed conversations, rather than continuously synchronizing every record in both directions.
Set up by your Salesforce admin.
A Salesforce admin creates an External Client App in Setup. Typewise then connects with the consumer key and secret. Typewise uses Salesforce APIs, not Agentforce. Your Salesforce organization needs API access, and the run-as user needs permission to access the relevant records.
In Setup, go to Apps, then External Client Apps, then External Client App Manager, and create a new app with OAuth enabled and the api scope.
Enable the client credentials flow and choose a run-as user. Every read and action Typewise performs is attributed to that user.
Copy the consumer key and secret and enter them in Typewise. If your org restricts logins by IP, follow the access instructions in the docs.
Configure knowledge sources, enabled actions and approval rules, then choose your handoff and backup settings. Actions are disabled by default; human approval defaults to on.
Need a tool that isn't listed?
The lookups and actions on this page are the documented selection. More Salesforce tools are available on request. Contact us to assess additional tools or custom integration requirements.
Weighing Typewise against Agentforce?
This page is about running Typewise on top of Salesforce. If you are deciding between that and Salesforce’s own agents, the comparison page sets out where each one is stronger and what you pay for.
Read the comparisonQuestions, answered.
No Agentforce license is required for this API connection. Typewise uses an External Client App with the api scope. Your Salesforce organization still needs API access and an integration user with the relevant record permissions.
You can keep Salesforce for human support. Set it as the handoff destination and enable optional backup of completed Typewise conversations. This does not imply continuous, bidirectional synchronization of every record.
With the documented lookups it can retrieve a case by its ID, read a case’s description, get a customer’s contact details, list a customer’s open cases and check a case’s status. Salesforce Knowledge can also be imported as a knowledge source. More lookups can be enabled on request.
The documented actions write a comment to an existing case, update a customer’s Contact fields and create a new Contact. Additional actions can be enabled on request, and any action can be set to require a human’s approval before it runs.
When Salesforce is your configured handoff destination, the conversation goes to your support team there. A person takes over; the AI does not automatically resume after this handoff.
A Salesforce admin with Setup access. They create an External Client App with OAuth, the api scope and the client credentials flow, assign a run-as user and enter the consumer key and secret in Typewise. The steps are in the docs.
Keep Salesforce. Add resolutions.
Start free, no credit card. Typewise connects to Salesforce and the rest of your stack without replacing any of it.