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Salesforce next to every conversation

Next to every conversation your team sees what Salesforce knows about the person: account, owner, open opportunities and cases. Create leads, contacts and cases in one click, and closed conversations are logged as a task on the contact. For chat, email and WhatsApp.

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WhatsApp

Hi, Anna from Nordlicht here. Our delivery 4471 arrived damaged, three jars are broken. Can you send a replacement?

Salesforce
0
Contact,Anna Schmidt, Purchasing
1
Account,Nordlicht Handels GmbH · Customer, direct
2
Opportunity,Framework contract 2027 · Negotiation
Owner: Jonas Brandt
Mira

Sorry about that, Anna. The replacement ships today, I have logged the case for you.

Salesforce case 00001043 created · priority High

Customer record · Salesforce

When closed, the conversation is logged as a task on Anna Schmidt. Jonas sees it before his next call.

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Sound familiar? Three moments where support and sales miss each other.

Salesforce knows everything about the customer, the inbox knows nothing. In between: tabs, copy and paste, and messages in the team chat.

  1. Two windows for one customer.

    A message comes in, and first someone searches Salesforce: is this an existing customer, is there an open case, who owns the account? For every single request.

  2. Retyping instead of replying.

    Name, email, company and half the conversation are copied into a lead or case by hand. That costs minutes, and half of it is still missing.

  3. Sales has no idea about the trouble.

    The account manager calls about the renewal while the customer has been waiting two days for a replacement of a damaged delivery. The CRM says nothing about it.

With Talkward the Salesforce card sits right next to the conversation. Creating and logging happens from the thread, with the data that is already there.

Four moves that feed Salesforce

What your team does straight from the conversation.

Everything sits in the customer record next to the thread, on the web and in the Talkward app.

  1. See who you are talking to

    Contact or lead, account with type, owner, open opportunities with their stage and all cases. Matched by email or phone number.

  2. Create a lead or contact

    New inquiry, not in the CRM yet? One click, name and email are filled in, the company comes from the email domain if needed.

  3. Open a case

    A complaint becomes a case with subject, priority, your note and the full transcript. The case number appears in the conversation.

  4. Log it when you close

    Close the conversation and it is logged as a completed task on the contact or lead. Sales sees what support discussed before the next call.

How teams on Salesforce use the integration.

Salesforce runs wholesale, manufacturing, software, car dealerships, insurers and universities. Six flows that happen there every day.

  • Wholesale and distribution

    A regular customer reorders on WhatsApp.

    A buyer asks about volume pricing for the next delivery. Your team sees at once: account “Customer, direct”, framework contract in negotiation, owned by Jonas. The request reaches him with context instead of getting lost.

    1. WhatsApp request
    2. Account and opportunity in the record
    3. Jonas takes over

  • Machinery and plant engineering

    A breakdown becomes a case with history.

    An operator emails that a machine is down. One click creates a case with priority “High” and the full transcript. When the customer later asks for an update, the AI knows the status once their email address is verified.

    1. Breakdown report by email
    2. Case with high priority
    3. Status to the customer

  • Software and SaaS

    A question on the pricing page becomes a lead.

    Someone asks in chat about single sign-on and enterprise terms. An automation spots the tag “Enterprise” and creates the lead, the company comes from the email domain. Sales sends the demo slot from the same conversation.

    1. Chat on the pricing page
    2. Lead via automation
    3. Demo appointment

  • Car dealerships and mobility

    The test drive request reaches the salesperson.

    A prospect asks on WhatsApp about a demo car. Your team creates her as a lead, the channel is in the lead. After the chat the transcript is a task in the CRM, and the salesperson calls prepared.

    1. WhatsApp: test drive?
    2. Lead for sales
    3. Transcript as a task

  • Insurance and finance

    The claim report is documented properly.

    A customer reports a claim by email. The case is created with the full transcript, linked to their contact. The AI only shares case status once the identity is verified and never sees amounts or contracts.

    1. Claim report by email
    2. Case on the contact
    3. Handling with history

  • Universities and education

    Prospective students no longer slip away.

    Questions about deadlines and admission come through the web chat, often in the evening. The AI answers what is in the knowledge base, and new prospects land as leads with student advisory, their question in the transcript.

    1. Question in web chat
    2. Lead “Prospect”
    3. Advisory gets in touch

How the integration worksSalesforce stays the source of truth.

You sign in to Talkward once with a Salesforce user, in production, a sandbox or your own My Domain. Talkward gets exactly that user’s permissions. The card in the customer record reads Salesforce when needed and keeps the result for ten minutes; it only writes what you switch on: leads, contacts, cases and tasks. Which fields are filled is set in the field mapping.

  • Sign-in, revocable at any time

    OAuth with PKCE via Salesforce’s own sign-in page. Production, sandbox or My Domain. Disconnecting revokes the sign-in; Talkward stores no password.

  • Field mapping with a test run

    Matching fields are connected already, your org’s required fields are checked, fixed values work too. The test run looks up recent contacts without writing anything.

  • The AI reads, never writes

    If you allow it, the AI agent knows account, account type and open cases. Only with a verified email, never revenue or opportunities.

  • In automations

    Conditions like “account type is customer” or “open cases greater than 0”, blocks for case, lead and logging. The case number is then available for notes.

Connection
Sign-in with your Salesforce user (OAuth, production, sandbox or My Domain), REST API
Access
Contacts, leads, accounts, opportunities, cases (read); leads, contacts, cases, tasks (create, only what you switch on)
Processing
Nuremberg (ISO 27001), Cologne, Paris. “Europe only” option. Credentials stored encrypted, orders only cached briefly.

The Salesforce card in the customer record.

Right next to the conversation: contact or lead, account, owner, opportunities with their stage path and cases with status. Every entry opens the record in Salesforce. “Sync again” fetches the latest state.

  • Contact or lead
  • Account and type
  • Owner
  • Opportunities with stage
  • Cases with status
  • Lead status
AS
Anna SchmidtPurchasing · Nordlicht Handels GmbH
Salesforce
Account
Nordlicht Handels GmbH
Account type
Customer, direct
Owner
Jonas Brandt
Opportunity
Framework contract 2027 · €48,000 · Negotiation
Open cases
00001042 · Damaged delivery
Salesforce card in the Talkward customer record with contact, account, opportunity and cases
From the inbox: card with stage path and case status

What it looks like in Talkward.

Screenshots from Talkward with a sample org. On the web and in the app your team sees the same card.

Talkward inbox with a WhatsApp conversation and the Salesforce card next to it
Conversation and Salesforce card side by side: account, opportunity, cases, create case, log conversation.
Dialog “Create case” with subject, priority and attached transcript
Create a case: subject, priority from your org, a note. The transcript comes along.
Activity of the Salesforce add-on with figures and an error with its fix
Activity: every action with its result. If your org rejects something, it says how to continue.
Field mapping from Talkward to Salesforce with required field check
Field mapping: matching fields are connected, your org’s required fields are checked, fixed values work too.
Test run with found, new and skipped contacts
Test run: Talkward looks up recent contacts in Salesforce without writing anything.

Set up in four steps.

The add-on is included from Professional at no extra cost. Your Salesforce org needs API access; Enterprise, Unlimited and Developer have it, Professional with the “API Access” add-on.

  1. Sign in with Salesforce

    Under Settings › Add-ons › Salesforce choose production, sandbox or My Domain and sign in. Talkward checks API access, permissions and custom fields.

  2. Choose the scope

    Create as lead or contact, cases, log when closed or only by button, AI access. Every function can be switched on its own.

  3. Check the fields

    Talkward suggests the mapping. If a required field of your org is missing, you see it right away and set a fixed value.

  4. Start the test run

    Talkward looks up your last five contacts and shows who is found and who would be new. Nothing is written.

“Salesforce” add-on

no extra costfrom Professional, provisional, net

No extra cost from Professional. Your Salesforce licences are billed by Salesforce; Talkward usually needs less than one percent of the daily API allowance.

All plans and prices
  • Salesforce card in the customer record, on the web and in the app
  • Create leads, contacts and cases from the conversation
  • Log conversations as a completed task on the contact
  • Field mapping, test run and activity log with fixes
  • Conditions and blocks in automations
  • Servers in Nuremberg (ISO 27001)
  • Data processing agreement
  • AI replies labelled (EU AI Act)
  • Extensions cancellable monthly

Questions about the Salesforce integration

Question not listed? Write to us at hey@talkward.app.

Which Salesforce edition do I need?

One with API access: Enterprise, Unlimited and Developer include it, Professional with the “API Access” add-on. If it is missing, Talkward tells you right after sign-in, and once it is enabled “Check again” is enough.

Does Talkward write to Salesforce on its own?

Only what you switch on. Leads, contacts and cases are created by your team with a click or by an automation you build. Logging on close is a separate switch; without it you log conversations by button only.

What data does Talkward keep from Salesforce?

The card is read when needed and kept for ten minutes so that not every click uses up API calls. Salesforce stays the source of truth. If you disconnect, Talkward deletes the cache and revokes the sign-in.

Does it work with a sandbox and custom fields?

Yes. You choose production, sandbox or your My Domain. The field mapping includes your org's custom fields; Talkward checks required fields and validation rules, and the test run shows the result before anything is written.

Does the AI see revenue or opportunities?

No. If you allow it, the AI agent knows account, account type and open cases with status, and only with a verified email address. It never sees amounts, opportunities or notes, and it never writes to Salesforce.

Does Talkward sync contacts both ways?

Not yet. The card always reads the current state from Salesforce, and Talkward writes when you create or log. A continuous two-way sync is not part of the add-on.

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