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.
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.
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.
ILLUSTRATED WORKFLOW
From a customer’s words to your team’s next step.
PHONE / CHAT
“We need help with a fault.”
Snakk clarifies the enquiry
Customer lookup · essential informationIN SALESFORCE
Case
An issue to follow up
Subject + descriptionLead
An enquiry to pursue
Contact details + requirementsTask
A next step for your team
Summary or follow-up taskWhat this example shows
The three record types represent different workflows. One enquiry does not need to create all three. Customer identity, record links and required fields must be addressed in your setup.
FROM ENQUIRY TO NEXT STEP
How Snakk fits with Salesforce
EXAMPLE · DEPENDS ON YOUR SETUP
The customer describes the problem on the phone or in chat.
The agent collects the necessary information and uses a configured customer lookup where relevant.
A Case is created with a subject and description. Your team follows up under the rules you have agreed.
EXAMPLE · DEPENDS ON YOUR SETUP
A prospective customer asks for a quote.
The agent clarifies their requirements and collects their name, company and relevant contact details.
An existing open lead can be updated when the phone number or email matches. Otherwise, a new lead is created.
EXAMPLE · DEPENDS ON YOUR SETUP
You configure call logging to run once the phone call has ended.
The summary is recorded in Salesforce as a completed Task of the Call subtype.
Where needed, a configured follow-up task can capture what a colleague should do next.
A PRACTICAL START
Set up Snakk for Salesforce
Choose one workflow: customer lookup, service, sales or call logging. Agree which information the agent needs and when a person should follow up.
Arrange Salesforce module access with Snakk, then connect the correct Salesforce org to your account through OAuth. Reseller arrangements need to be checked separately.
Grant access to the objects and fields the connection needs. Select the agent’s actions and configure required fields, statuses and rules.
Test with demo data: a known customer, an unknown customer, multiple matches and a rejected write. Check the result in Salesforce before going live.
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 AppExchange?
No. AppExchange 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 AppExchange 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
Built-in integration, configured per account. The Salesforce module and OAuth connection must be enabled. AppExchange approval for the separate package is pending.
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.