Salesforce
Sync leads and contacts. Open cases from chat. Service Cloud and Sales Cloud supported.
About the integration.
Salesforce is the system of record for most mid-market and enterprise customer data. Our integration covers Sales Cloud and Service Cloud, syncing Leads, Contacts, Accounts, and Opportunities both ways, and opening Cases directly from a chat. The AI reads Salesforce custom fields so replies are grounded in the same data your reps are looking at.
What you get on day one.
- ✓Two-way sync of Leads, Contacts, Accounts, and Opportunities.
- ✓Open and update Cases from inside the inbox (Service Cloud).
- ✓AI grounds replies in custom Salesforce fields (industry, ARR, tier).
- ✓Every conversation auto-logged as an activity on the matching record.
- ✓Lightning Web Component available for the agent console.
- ✓Supports Sales Cloud, Service Cloud, and Salesforce Platform editions.
Under the hood.
We use Salesforce's REST and Streaming APIs via a Connected App. Streaming covers high-priority record changes, REST covers the long-tail with a configurable poll. Field mappings are managed in the Message dashboard, including custom objects. Every chat, ticket, or call becomes a Task on the matching Contact, with a deep link back to the conversation.
Set up in 6 steps.
- 01In your message.com workspace, open Integrations, then Salesforce.
- 02Click Connect Salesforce. You will be redirected to authorize the Connected App against your org.
- 03Pick which sandbox or production org to connect.
- 04Map fields: Email is required, plus any custom fields you want synced (Account Tier, ARR, Owner).
- 05Pick which conversation types log to Salesforce (all, chat only, AI-resolved only).
- 06Save. Initial sync runs in the background, typically under 30 minutes for under-100k records.
Questions people ask before they install.
Does it work with Salesforce Essentials?
Yes, for the Lead and Contact sync. Some advanced features (Case automation, custom-object sync) require Professional or Enterprise edition because of API access limits on Essentials.
Can it open a Case automatically from chat?
Yes. Configure a rule on conversation tag, channel, or AI confidence and a Case opens with the chat transcript attached.
Will it work with a custom Service Cloud console?
Yes. We ship a Lightning Web Component you can drop into your console layout to see the live Message conversation alongside the Case.
What about Salesforce sandboxes?
Fully supported. Connect a sandbox first for testing, then switch to production by reauthorizing the Connected App.
Other CRM apps.
Try the Salesforce integration free.
14 days free, no credit card needed. Install the integration in under 5 minutes.
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