Salesforce CRM Agent's Guide

If you have Salesforce CRM integration in place and a user sends you a message,

It appears in your Rocket.Chat workspace just like any other Omnichannel conversation, as shown below:

But you can see your Salesforce CRM Integration in action as soon as you Click Take It! to serve this conversation.

Create Contact

If it is a new visitor, you can create their contact inside your Salesforce CRM from within Rocket.Chat.

If it is an existing contact, you can view their contact info, as shown below:

You can view their cases from within Rocket.Chat.

You can create a new case for them from within Rocket.Chat.

You can also view the Tasks, Events, and Calls for this visitor.

{% hint style="info" %} Use /salesforce help command to see all the slash commands we have made available to you in this integration. {% endhint %}