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Connect a Salesforce org and your agent works the cases assigned to one Salesforce user. It can email the customer from the case, or prepare a draft that a teammate reviews and sends. The same connection lets the agent escalate a case it should not answer, open a case from a chat, and hand a website conversation to a person in Salesforce. The connection is shared with Salesforce contact syncing, so disconnecting one disconnects the other. Read Connecting a channel first.

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What you need

  • The Standard plan or above.
  • The Owner or Member role in the Centillion workspace.
  • A Salesforce user to authorize the connection. It needs API access, read access to Case, CaseComment, EmailMessage and User, create access to Case, edit access to Case and its IsEscalated field, and permission to manage organization-wide email addresses and Remote Site Settings.
  • An active Salesforce user with an email address for the agent to reply as.
  • For live chat, Salesforce Enhanced Chat and Omni-Channel. A Developer org may not include Enhanced Chat.

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Connect it

1

Authorize your org

Open Channels in your agent’s sidebar. On the Salesforce card, choose Setup, then Connect. Sign in to Salesforce in the new window and authorize the org your support team uses. If nothing opens, allow pop-ups for Centillion and try again.
2

Open Manage

Once the card shows Connected, choose Manage. The Salesforce screen has three tabs: Overview, Configs and Actions.
3

Choose the model and instructions

In Overview, pick the Model for case replies. Leave Sync with global instructions on to use the agent’s global instructions, or turn it off and write instructions that apply only to Salesforce.

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Install the package

The agent works inside Salesforce through a package you install in your org. Until it is installed, Configs shows Install Package and you cannot pick a user.
1

Run the installer

In Configs, choose Install Package, then Open Salesforce installer. Choose Install for Admins Only and install. To try it in a sandbox first, choose Install in a sandbox instead.
2

Assign the permission sets

In Salesforce, assign Centillion integration administrator to the user who connected Centillion. Assign Centillion case responses to every teammate who will generate drafts.
3

Check the installation

Back in Configs, choose Check installation. The Install Package notice goes away once Centillion finds the package.
The same links, outside the app: The package adds the Apex bridge that calls Centillion, the triggers for automatic replies, the Centillion AI Draft Response case action and both permission sets. It carries no credentials. When you save Configs, Centillion writes a private configuration record holding an encrypted secret, and adds a Remote Site Setting for its own address. It is an unmanaged package, so Salesforce cannot upgrade it in place. To update an existing installation, deploy the updated source. Validate in a sandbox before production.

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Choose how the agent replies

In Configs:
  1. Under Salesforce user, pick the user the agent works as. The list shows the org’s active users. The agent handles cases assigned to this user and sends its emails from that user’s address. A user already assigned to another Centillion agent is refused until you unassign it there.
  2. Set Generate Draft Response. Leave it off and the agent emails customers itself. Turn it on and the agent only prepares drafts for review.
  3. Choose Save.
Saving adds the user’s email address as an organization-wide email address in Salesforce, and Salesforce sends a verification email to it. Email Verification Required tells you which address to verify. Automatic replies fail until it is verified, and cases that arrive before then are not answered later. After you verify it, choose Check verification. Unassign user stops the agent picking up new cases. Drafts on demand keep working.

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Automatic replies

With a user saved, the package sends a case to Centillion when:
  • a case is created already assigned to that user,
  • a case is reassigned to that user,
  • an incoming email arrives on an open case assigned to that user.
A case created by Email-to-Case is answered once, from its incoming email. Ordinary case edits and outgoing emails start nothing. Centillion reads the case with its latest comments and emails and writes a reply with the model and instructions from Overview. It then checks that the case is still open and still assigned to the agent’s user, and emails the customer at the case’s contact email or supplied email. The email is sent from the user’s verified organization-wide address with the subject RE: and the case subject. It is logged on the case with Salesforce’s threading token. The agent never posts case comments. The agent does not answer closed cases or cases marked Escalated. With Generate Draft Response on, the same cases get a stored draft instead of an email, and no actions run. Teammates open it from the draft action below.

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Drafts in a case

Add the draft action to your case page once:
1

Add the action

Open a case in Salesforce and choose Gear → Edit Page. Select the Highlights Panel, turn on Dynamic Actions if Salesforce asks, choose Add Action and select Centillion AI Draft Response. Save and activate the page.
2

Generate a draft

Open Centillion AI Draft Response on a case and click the button of the same name. The draft appears as read-only text with Copy to Clipboard and Regenerate.
3

Send it yourself

Paste the draft into Salesforce’s email composer, edit it and send it. The action never sends email.
The action opens on the case’s latest stored draft. A teammate needs Centillion case responses and access to the case, and can draft on any open case they can open, assigned to the agent’s user or not. Closed cases are refused. If more than one Centillion agent is connected to the same org, drafts work only on cases assigned to one of those agents’ users. Drafts need a Salesforce user saved in Configs at least once, keep working after Unassign user, and stop when Salesforce is disconnected.

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Escalate a case to your team

To let the agent hand a case to a person, add a Create ticket tool. In Tools, choose Create ticket and set Ticket platform to Salesforce. Fill in Tool name and When to use, or turn on Only use in procedures. Under Channels, select the Salesforce channel, then choose Save & enable. The action needs Centillion Helpdesk turned on. Salesforce case replies don’t run free-form or structured procedures. Leave Only use in procedures off for an action the agent should use on Salesforce cases. When the agent uses it on a Salesforce case, it marks that case Escalated and stops replying to it automatically. It opens no new case and leaves the owner as it was, so your team reviews the same case and its history. Clear Escalated after review to let the agent answer the case again. To shape when it escalates, such as every refund request, add that to the Salesforce Overview instructions. Draft mode never escalates.

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Create a case from a chat

The same Create ticket action, enabled on other channels, opens a new Salesforce case when the agent hands a conversation off. It works on the chat bubble, help page, Center Stage, email, phone, SMS, WhatsApp, the API and the mobile SDKs. It is not available on Slack, Zendesk Messaging, Instagram or Messenger. The case gets the conversation’s subject, a description with the transcript, and the customer’s name, email and phone when they are known. Its builder has no details collection step: the details come from the conversation. The case is marked Escalated, so the agent leaves it alone even if Salesforce assigns it to the agent’s user. If Centillion cannot confirm that Salesforce created the case, it does not retry, because a retry could create a second one. Check Salesforce before trying again.

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Live chat

Salesforce live chat hands a website conversation to a person in Salesforce through Enhanced Chat and Omni-Channel. It works on the chat bubble, help page and Center Stage. Set up Salesforce first, then the action in Centillion.
1

Turn on Messaging and Omni-Channel

In Salesforce Setup, enable Messaging Settings and Omni-Channel. Configure a messaging service channel, a routing queue, a presence status, queue membership and agent capacity.
2

Prepare your support agents

Give them the Enhanced Chat User permission and access to the presence status. Add Omni-Channel to the Service Console utility bar. On the Messaging Session record page, add Enhanced Conversation and activate the page for Service Console. Without it, chats route but the conversation stays blank.
3

Add Centillion's keyset

In Centillion, open Manage → Configs for Salesforce, expand Live chat setup and copy the keyset URL. In Salesforce, go to Enhanced Chat User Verification → JSON Web Keysets and create an Endpoint keyset with that URL. If Salesforce asks for a JWT issuer, enter the keyset URL’s origin: everything before /api, including https://.
4

Create the messaging channel

Create an Enhanced Chat → Mobile messaging channel and configure its routing. Turn on Add User Verification and add an active User Verification Configuration that uses the keyset.
5

Publish a Custom Client deployment

In Embedded Service Deployments, create an Enhanced Chat → Custom Client deployment for that channel and publish it. Publishing can take up to ten minutes. Then open Install Code Snippet. See Salesforce’s Custom Client deployment guide.
6

Create the action in Centillion

In Tools, choose Salesforce live chat. Set Tool name and When to use, or turn on Only use in procedures. Copy from the snippet:Turn on Centillion Helpdesk if it is off. Under Channels, choose Chat bubble, Help page or Center Stage, then Save & enable.
7

Test it on your website

Put a Salesforce agent online in Omni-Channel. On a page with the deployed chat, ask the agent for a person. Check messages in both directions, then end the chat in Salesforce and check that the AI answers again. The playground cannot start a live chat.

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How a handoff works

  • Centillion opens the Salesforce chat and sends the reason for the handoff, then the conversation so far. The AI pauses only once Salesforce accepts the request. If Salesforce cannot be reached, the customer stays with the AI.
  • Customer messages and your team’s replies are synchronized while the website chat is open.
  • When the Salesforce session ends, the AI takes over again. If Salesforce cannot route the chat, the customer is told live support is unavailable and can carry on with the AI.
  • Only text is carried over. Attachments and interactive Salesforce message components are not shown.
  • Salesforce sees a signed identity made for that one conversation, never the customer’s email address.

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Limits

  • Automatic replies depend on the user’s verified organization-wide email address and on Salesforce’s email limits.
  • The draft action does not send email.
  • If an automatic email times out after Salesforce may have accepted it, Centillion does not resend it. Check the case’s emails before sending again.
  • Each Salesforce event is answered once. A repeated event returns the reply already recorded.

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Disconnecting

Disconnect Salesforce from Integrations in your agent’s sidebar. Case replies and the Salesforce actions stop, the package configuration is removed from your org and open live chats are closed. Contact syncing for this agent is disconnected too. Existing cases and emails stay in Salesforce. If a chat is still closing or Salesforce cannot be reached, disconnecting stops halfway. The Salesforce card under Channels then offers Finish disconnecting. Retry it once the problem clears.
Last modified on October 28, 2026