Gleap AI agents can work in Salesforce Service Cloud through Composio, for companies whose service team works cases in Salesforce while bug reports, feedback and product support arrive in Gleap. A custom agent can read cases with SOQL, check case details and create or upsert a case when a teammate asks for one.
What a Gleap agent can do in Salesforce Service Cloud
- Open cases for a customer: Query SOQL reads the customer’s open cases with their status, priority and owner, so the Gleap teammate sees what service is already handling.
- Case details on request: Get Case Record returns one case’s subject, description, status and owner.
- Cases without duplicates: Create Case Record can upsert a case by an external ID, such as the Gleap ticket number, so asking twice does not create two cases.
- Fields your org requires: Describe SObject shows the Case object’s fields and picklist values, so the agent fills required fields correctly.
Example: an enterprise customer with an open case
An enterprise admin reports through the Gleap widget that report scheduling fails, and your service team may already have a case for their account. A teammate asks the agent on the Gleap ticket to check. The agent runs a SOQL query for open cases on the account, finds a related case from yesterday and posts its number, owner and status in the ticket’s agent chat. The teammate decides whether to link the work or open a separate case.
How to connect Salesforce Service Cloud
- In Gleap, open AI & Automation, then Agents, and select the custom agent that should use Salesforce Service Cloud, or click Create agent.
- Under Tools, click Add tool, search for “Salesforce Service Cloud” and select it.
- Create a connected app in Salesforce, paste its client ID and secret into the form Gleap shows, add the redirect URI from that form to the app and click Save credentials.
- Click Connect Salesforce Service Cloud, approve access, then switch off every action the agent should not use, such as Delete Case Record, Retrieve Connected App Private Key and the composite requests.
- Publish the agent and test it in chat before you turn on a trigger.
Custom agents are on the Team, Pro and Enterprise plans. Kai Support can use connected apps as tools on Team, Pro and Enterprise.
FAQ
Does Gleap integrate with Salesforce Service Cloud?
Yes, in two ways. Gleap has a native Salesforce integration that creates cases from tickets, and custom agents can use Composio’s Salesforce Service Cloud toolkit through your own connected app. The toolkit works only while the agent runs, with no background sync.
What can a Gleap AI agent do in Salesforce Service Cloud?
It can run SOQL queries, read, create, upsert and delete cases, describe objects, send composite requests and use Live Agent chat actions. For support work, reading cases and creating them on request is usually enough; keep the rest off.
Which Gleap plan includes the Salesforce Service Cloud integration?
Custom agents that use Service Cloud are part of Gleap’s Team, Pro and Enterprise plans, and Kai Support can use connected apps as tools in its customer conversations on Team, Pro and Enterprise. Salesforce profiles and sharing rules of the connected user still apply to every query. AI usage is billed separately; see pricing.
When should we use the native Salesforce integration instead?
Use the native integration when every ticket of a type should become a case, with updates following it. Use the agent when someone decides case by case or needs to read existing cases first.
