SNAKK + SALESFORCE
Turn the conversation into a next step in Salesforce.
Your customer explains what they need. Snakk can look up their record, create a case or lead and leave your team a summary in Salesforce. You choose which tasks the AI agent can carry out on the phone and in chat.
Built-in integration, configured per account. The Salesforce module and OAuth connection must be enabled. App Exchange approval for the separate package is pending.
Start with the customer record
Look up contacts and open leads by phone number. A match provides context for the conversation; you decide how identity must be confirmed before customer information is used.
Give service a case to work on
Create a Case with a subject and description, or update an existing case. Agree the fields, permissions and follow-up rules as part of your setup.
Capture interest while it is there
Record a lead with contact details and their enquiry. Snakk checks for an existing open lead by phone number or email before creating a new one.
Help your team pick up the conversation
Log the phone call as a completed Task with a summary. A separate task can record the next action, with a due date and a link to the relevant record.
FROM ENQUIRY TO NEXT STEP
How Snakk fits with Salesforce
A PRACTICAL START
Set up Snakk for Salesforce
1. Choose one workflow: customer lookup, service, sales or call logging. Agree which information the agent needs and when a person should follow up.
2. Arrange Salesforce module access with Snakk, then connect the correct Salesforce org to your account through OAuth. Reseller arrangements need to be checked separately.
3. Grant access to the objects and fields the connection needs. Select the agent’s actions and configure required fields, statuses and rules.
4. Test with demo data: a known customer, an unknown customer, multiple matches and a rejected write. Check the result in Salesforce before going live.
Before you begin
A Snakk account with the Salesforce module enabled and an agent configured.
A Salesforce org with API access and a user with API Enabled plus the necessary object and field permissions.
An administrator who can authorise the OAuth connection and check validation rules, required fields and statuses.
Separate configuration and testing for phone and chat. Browser voice is a distinct channel and should be scoped separately.
Salesforce
Useful answers
Is the Salesforce integration available now?
Yes. Snakk has a built-in Salesforce integration. Your account needs the Salesforce module enabled, an OAuth connection and actions configured for the agent. If you use Snakk through a reseller, confirm availability with your provider.
Is Snakk approved on App Exchange?
No. App Exchange approval is still pending. The built-in connection in Snakk and the separate Salesforce package are different parts of the solution. This page does not offer an approved App Exchange installation.
Do we need the Salesforce package?
Customer lookups, leads, cases and Task-based call logging use standard Salesforce objects. Displaying Snakk conversations inside Salesforce through the package’s custom conversation object requires a separate package installation and configuration. Discuss your requirements and availability in the demo.
Does it work for both phone and chat?
Configured Salesforce actions can be used by phone and chat agents. Logging after a phone call ends is a separate configuration. Do not assume that phone post-call actions also apply automatically to chat or browser voice conversations.
Can we use any Salesforce edition?
Both your org and user need API access. Salesforce documents API access as standard in Enterprise, Performance, Unlimited and Developer Edition. Professional may require an add-on. Ask your administrator to check your edition, licence and permissions.
Does a phone number verify the customer’s identity?
No. A phone number is used for lookup and is not sufficient proof of identity. Multiple matches need to be resolved, and you must configure and test rules for when the agent may use or disclose customer information.
What about our custom fields and Salesforce rules?
Validation rules, required fields, permitted status values and permissions can prevent an action from completing. We review your setup and test the agreed actions. This page does not promise support for every custom object or automatic field mapping.
What will we see in the demo?
We start with a specific process, then walk through customer lookup, a relevant write action and the result in Salesforce. Together we confirm the module, permissions, channel and any need for the separate package.
YOUR NEXT STEP
Explore Salesforce with Snakk
Snakk is an independent service. Salesforce names and logos belong to their respective owners. Their use here identifies the platform and does not imply endorsement.
