Connect Rep AI to Salesforce Service Cloud

If your support team works in Salesforce Service Cloud, you can connect Rep AI to it so that:

1. Rep AI hands live shoppers off to your Salesforce agents — when the AI can't help (or the shopper asks for a person), it opens a support Case in Salesforce with the whole conversation, and your agent replies straight back into the shopper's chat.

2. Rep AI answers your support emails — incoming support emails become Cases, and the AI drafts or automatically sends replies, escalating to a human when it can't answer.

You can set up either one on its own — they share the same connection (Part 1), so start there.

Roughly 20–30 minutes. Most of the setup happens in Salesforce and needs a Salesforce administrator. If you're not one, share this article with whoever manages your Salesforce — we've marked every step that needs them.

A few Salesforce words, in plain English

• Case — a support ticket in Salesforce. Rep AI creates one for each handoff or support email.

• Case Comment — a reply added to a Case. This is how your agents talk to the shopper — it's not the same as a Chatter post (Chatter never reaches the shopper).

• Queue — a shared inbox for Cases, so the right team picks them up.

• My Domain URL — your Salesforce web address, like yourcompany.my.salesforce.com. It's not the same as the …lightning.force.com address you see after logging in.

• Managed package / Rep AI app — a small app you install into Salesforce. Salesforce only lets outside tools like Rep AI connect through an installed app, so this step is required and expected.

Before you begin

• Your Salesforce plan must support Apex — that's Enterprise, Unlimited, or Developer Edition. (Professional Edition without API access won't work, because Rep AI installs a few small automations during setup.)

• You'll install the Rep AI app into your Salesforce org. This is normal and required.

• Have your My Domain URL ready (in Salesforce: Setup → My Domain). It looks like yourcompany.my.salesforce.com.

• This is a different integration from Salesforce Commerce Cloud — that one connects your product catalog for shopping. Service Cloud routes support conversations. Each has its own tile in the Rep AI Console.

Part 1 — Connect Salesforce to Rep AI

In the Rep AI Console, go to Settings → Integrations, find the Salesforce Service Cloud tile, and click Connect. A short three-step window opens.

Step 1 — Enter your Salesforce address

Type your My Domain URL (e.g. yourcompany.my.salesforce.com) and click Save.

• You can paste the full address — Rep AI cleans it up for you.

• Sandbox orgs are detected automatically; you don't choose production vs sandbox.

• Use the My Domain address (.my.salesforce.com), not the Lightning address (.lightning.force.com).

Step 2 — Install the Rep AI app (Salesforce admin)

Click Install in Salesforce. A Salesforce tab opens.

1. Sign in as an administrator.

2. Choose Install for Admins Only and click Install.

3. You'll see an orange "Approve Third-Party Access" security warning — this is normal for a private app. Approve it.

4. Wait for "Installation Complete."

Back in the Rep AI window, confirm the install to continue.

Step 3 — Authorize

Click Connect, then on the Salesforce "Allow Access?" screen click Allow. The tile now shows Connected.

If you see "Rep AI app not found in your org" after authorizing: the app was installed in a different org than the one you entered. Click Install in Salesforce, complete Step 2 in the correct org, then try again.

Part 2 — Human handoff (live chat → Salesforce agent)

2.1 — Point handoffs at Salesforce

In the Rep AI Console: AI Support → Support Skills → Human handoff → Edit settings. Set the integration to Salesforce Service Cloud, optionally pick a Queue, and Save.

• Leaving the queue blank is fine — your Salesforce assignment rules will route the Cases. Pick a queue only if you want handoffs to land in a specific one.

• To offer a queue here, your admin creates a Case queue first in Salesforce (Setup → Queues → New, supporting Case). Omnichannel is not required — a plain Case queue is enough.

2.2 — Let agents reply to the shopper (Salesforce admin, one time)

Agents reply by adding a Case Comment, so the Case page needs to show that section:

1. Open any Case → gear menu → Edit Page (this opens the Lightning App Builder).

2. Add a "Related List – Single" component and set it to Case Comments.

3. Save, then Activate as the org (or app) default.

A Chatter post does not reach the shopper — replies must be Case Comments.

2.3 — Let agents close the chat (Salesforce admin, one time)

A fresh Salesforce org hides "Closed" from the Case status list, so agents can't end the chat cleanly. Turn it on once: Setup → Support Settings → enable "Show Closed Statuses in Case Status Field" → Save. Agents must log out and back in for it to appear (a page refresh might not be enough).

What the handoff looks like

• A shopper escalates → a Case appears in Salesforce with the full transcript, the customer's details, and their browsing context.

• An agent adds a Case Comment → the shopper sees it in chat within about a second, and the widget switches to "connected to a human."

• The shopper's replies come back as Case Comments on the same Case.

• The agent sets the Case to Closed → the chat ends for the shopper and the AI resumes.

If your org uses Digital Experiences (customer portals): only Case Comments marked Public reach the shopper. If you don't use portals, every agent comment reaches them — just reply normally.

Part 3 — Let AI answer support emails

This turns incoming support emails into Cases and lets the AI answer them. It needs the Part 1 connection plus some Salesforce email setup.

3.1 — Turn on Email-to-Case (Salesforce admin)

1. Setup → Email-to-Case → Continue → Edit → check "Enable Email-to-Case" → Save.

2. On the same page, Edit again and check "Enable On-Demand Service", then Save. This second checkbox is the important one — it generates the special Salesforce intake address your email will forward to. Without it, there's no address to forward to.

3. Under Routing Addresses, click New: give it a name (e.g. "Support"), enter your real support inbox, set Case Origin to Email, Save, then click Verify and open the confirmation link Salesforce emails you.

4. After verifying, Salesforce shows a long generated Email Services Address. Forward your real support inbox to that address (in Gmail/Outlook/your mail tool) so customer emails flow in as Cases.

3.2 — Let the AI send replies back (Salesforce admin — required for auto-send)

Skip this and the AI's answers silently become internal drafts instead of emails.

1. Setup → Deliverability → set "Access to Send Email" to "All email" → Save.

2. Setup → Organization-Wide Addresses → add and verify the address the AI should send from (usually your support address), and set its purpose to User Selection (or Default No-Reply) so the AI is allowed to send from it.

Why this matters: in auto-send mode the reply goes out as a real email. If your org can't send, Rep AI saves the answer as a private draft on the Case and blocks the auto-close — a safety net — so nothing is lost. If auto-send "looks stuck in draft," this is almost always the cause.

3.3 — Turn on AI answering in Rep AI

In the Console: Settings → Integrations → Salesforce Service Cloud → See details → turn on "AI answering Case comments" → Settings, then choose a mode:

• Save as draft — the AI writes the reply as a private note for an agent to review and send. A safe starting point.

• Auto-send — the AI emails the reply automatically (needs Part 3.2).

Optional: add an "AI-generated" label, Do-Not-Answer rules, and email-specific instructions.

AI email answering requires an active Omnichannel AI subscription. If the toggle shows "Get Access," add the plan first. If Omnichannel AI later runs out, AI answering automatically drops back to draft-only until it's renewed.

What to expect

• Answerable question → AI replies (draft or auto-send) and resolves the Case.

• Can't answer → AI escalates to a human instead of guessing, and no reply is auto-sent.

• Spam, out-of-office, password-reset/security emails → skipped automatically: no reply, no charge, and no back-and-forth loop.

• Customer replies after it's resolved → the Case reopens and the AI answers the follow-up.

• Billing → one Omnichannel AI charge per resolved email thread; follow-ups on the same thread don't double-charge.

• Draft mode never auto-closes a Case; auto-send closes it once answered.

• Reporting → the AI tags each Case with Salesforce Topics — Handled_By_AI, Resolved_By_AI, Human_Agent_Needed, and escalation-reason:… — so you can report on outcomes. Add the Topics component to your Case page if you want to see them there.

Troubleshooting

Removing the integration

Disconnect in the Rep AI Console (this revokes Rep AI's access and stops all calls). Optionally, your admin can fully remove the installed items in Salesforce: Setup → Installed Packages → Rep AI → Uninstall. After disconnecting, set another handoff option (or Email) on the Human handoff skill so escalations still reach your team.

Appendix — what Rep AI installs in your org (for admins)

Set up automatically at connect and refreshed on every reconnect: two custom Case fields (to link Cases to the conversation and prevent reply loops), a webhook remote-site setting, an Apex helper class, and four triggers (on Case, Case Comment, Case creation, and inbound email). These power the real-time reply relay and email answering.

For admins who want the exact names: Case fields Rep_AI_Managed__c and Rep_AI_Session_External_Id__c; remote-site setting RepAI_Webhook; Apex class RepAIWebhookHelper (plus its test class); triggers on Case, CaseComment, CaseCreated, and InboundEmail.

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