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Your Salesforce data is where truth lives. Every customer interaction, every case history, every product detail — it's all there. Zowie's Salesforce integration brings that data directly into your AI agent's context, letting it make smarter decisions, handle more conversations independently, and know exactly when to hand off to your human team.
This isn't a one-way sync. Zowie learns from Salesforce, creates records in Salesforce, and routes conversations to your Service Cloud agents in real time. Your AI and human agents work as a unified team, each with complete context.
How It Works
1. Connect via OAuth
Set up a Salesforce Connected App and authorize Zowie with OAuth. No API keys to manage, no security tokens to rotate — just click, approve, and you're connected.
2. Configure Your Workflows
Choose which integration points matter to you:
- Chat handovers to your Service Cloud agents
- Automatic case creation from customer interactions
- Real-time data pulls for customer records, order status, product info
- Knowledge Base sync to power your AI with your best answers
- Commerce integrations to check stock, pricing, and tracking
3. AI and Human Agents Work as One
Your AI agent has full Salesforce context. It answers questions from your Knowledge Base, checks order status, escalates complex issues, and hands off conversations without losing a beat. Your human agents see everything — chat history, customer data, previous cases — ready to help immediately.
Key Use Cases
Intelligent Handovers & Case Creation
When your AI agent encounters a question it can't handle, it hands the conversation directly to a Salesforce Service Cloud agent with full chat history and customer context. Your AI also automatically creates cases pre-populated with conversation details, conversation summary, and relevant data. The customer never repeats themselves. Your team never scrambles for information, and support gets focused on solving, not data entry.
Order & Product Intelligence at Scale
Check order status, shipping tracking, inventory levels, and product details from Salesforce B2C Commerce in real time. Your AI answers "When will my order arrive?" and checks if items are back in stock without escalation. Using Salesforce Knowledge Base integration, your AI gets smarter with every article your team writes — complex policies, troubleshooting guides, and product specs all available instantly.
Customer Data Access & Sync
Fetch account information, contact details, case history, and custom objects directly from Salesforce. Your AI verifies identity, understands account status, and reviews previous interactions instantly. The integration also enables your AI to create and update accounts, contacts, opportunities, and custom objects — keeping your CRM current without manual work.
AI-Powered Support Acceleration
Your AI agent accesses your complete Knowledge Base in real time, pulling trusted answers without manual syncing. Combined with order visibility and customer context, this creates a knowledgeable support experience that reduces escalations, improves CSAT, and frees your human team to focus on complex, high-value interactions.
Setup Steps
Step 1: Create a Salesforce Connected App
In your Salesforce org:1. Navigate to Setup > Apps > App Manager2. Create a New Connected App3. Set OAuth Settings with a callback URL provided by Zowie4. Enable OAuth scopes your integration needs (Service Cloud, B2C Commerce, etc.)5. Copy the Consumer Key and Consumer Secret
Step 2: Create a User with the Right Role
- In Setup > Users > Users, create a new user or use an existing Service account
- Assign a role and profile that includes permissions for:
- Service Cloud (for chat, cases, and knowledge)
- B2C Commerce (if using commerce APIs)
- Any custom objects your workflows touch
- Ensure the user has API enabled
Step 3: Configure Zowie's Salesforce Connection
- Go to Zowie's Integrations dashboard
- Select Salesforce and choose your Zowie deployment
- Paste your Consumer Key and Consumer Secret
- Click Authorize — you'll be redirected to Salesforce to approve access
- Select which features to enable:
- Chat handovers
- Case creation
- REST API data pulls and writes
- B2C Commerce APIs
- Knowledge Base import
Step 4: Configure Your Workflows
Use Zowie's workflow builder to:
- Define handover rules — when should your AI escalate to a human?
- Map fields — how should customer data from Salesforce populate your AI context?
- Set knowledge sync — import Knowledge Base articles and schedule updates
- Enable commerce features — which B2C Commerce scopes does your AI need?
Step 5: Test and Deploy
- Run test conversations that trigger handovers, case creation, and data pulls
- Verify Salesforce records are created and updated correctly
- Test chat handovers with your Service Cloud agents
- Once validated, enable in production
Integration Architecture
Service Cloud Chat Handover
When your AI determines escalation is needed, it initiates a handover via Salesforce's Chat REST API. The conversation context is passed to your chat domain, and an available agent picks it up. No additional authentication required — the connection uses your orgId, deploymentId, and buttonId.
REST API for Data and Case Operations
Zowie uses the Salesforce REST API to:
- Fetch records — query accounts, contacts, cases, custom objects using SOQL-like filters
- Create records — POST new accounts, contacts, cases, and custom objects
- Update records — PUT or PATCH existing records with new data
- Delete records — remove records when necessaryAll operations respect your Salesforce org's field-level security and sharing rules.
B2C Commerce API Integration
Access real-time product and order data:
- Catalog data — product names, descriptions, pricing, SKUs
- Inventory — stock levels and availability
- Orders — order status, shipping tracking, fulfillment details
- Promotions — active discounts and campaigns
- Scopes required — your OAuth token must include
sfcc.orders,sfcc.promotions, andsfcc.productsscopes
Knowledge Base Sync
Zowie periodically imports your Salesforce Knowledge Base articles and indexes them into its knowledge layer. Your AI agent retrieves relevant articles in real time, ensuring answers are always current and aligned with your official documentation.
Why Salesforce + Zowie
Your CRM is already your source of truth. Salesforce holds your customer data, your cases, your knowledge, your order history. Zowie doesn't duplicate that — it integrates with it. Your AI agent becomes a native extension of your Salesforce environment, with access to everything your human agents use.
Scale without proportional cost. Your AI handles routine questions, checks order status, and escalates intelligently. Your human team focuses on complex problems and relationship-building. You serve more customers without hiring proportionally.
Context is everything. When an escalation happens, your Service Cloud agent sees the full picture — conversation history, customer account details, relevant cases, order data — all in one place. They solve problems faster and customers feel truly understood.
Keep your data clean. Every interaction creates or updates records in Salesforce. No shadow data systems. No manual syncing. Your CRM stays current, audit trails are complete, and your reporting is accurate.
Customer Story
"Before Zowie, our support team fielded the same basic questions all day — order status, return policies, product specs. We had the answers in Salesforce Knowledge, but customers had to wait for an agent. Now our AI agent handles 40% of inquiries without escalation. When customers do reach a human agent, that agent has full context from Salesforce. Our CSAT went up 15 points because customers feel heard from the first interaction. And our team actually enjoys their work again because they're solving real problems, not repeating the same answers endlessly."
— VP of Customer Operations, Enterprise Retail Brand