# Salesforce

**Summary:** Connect Salesforce to Unless so your AI customer agent works with full Salesforce context across the entire customer journey.

**In short:** Connect Salesforce so your Unless AI agent starts every conversation with the full customer picture.

**Published:** 2020-12-13

**Last updated:** 2026-06-10

## Context
Salesforce is the world's most widely used CRM, a cloud platform for managing sales, service, and customer data. It runs from startups to large enterprises, and is known for its highly customizable Sales Cloud and Service Cloud.

With Unless, your Salesforce data feeds Living Context, the engine that connects your AI customer agent to your business systems. Once connected, your agent starts every conversation with the full picture: who the customer is, where they are in their lifecycle, and what they need. That holds across acquisition, retention, expansion, and support.

As your customers engage with your website and product, the agent spots buying, retention, and upsell signals and routes them into Salesforce for the right sales rep or account manager to pick up, so no opportunity slips.

Salesforce Service Cloud also runs your support desk. Cases flow into Living Knowledge, so the agent learns from every resolved case and keeps your Help Center current. The Team Assistant works on top of Salesforce, answering cases directly from Living Knowledge and a search of related cases, and hands off to your Salesforce team with full context when a person is needed.

This is where Living Knowledge differs from a built-in help center: it combines and deduplicates everything you connect, from documents and tickets to websites and merge requests, into one holistic, always-current Help Center, instead of a view limited to a single tool.

### Key benefits
- __Full context on every conversation:__ Your agent reads account, contact, and opportunity data from Salesforce, so customers never have to repeat themselves.
- __Relationships that stay warm:__ Living Memory keeps preferences, lifecycle stage, and sentiment in sync, so each conversation feels known.
- __Signals routed to the right person:__ As your customers engage with your website and product, Unless spots buying, retention, and upsell signals and routes them into Salesforce for the right sales rep or account manager to pick up.
- __Team Assistant on top of Salesforce:__ Your team answers cases inside Salesforce, drawing on Living Knowledge and related cases, without switching tools.

### How does it work?
Unless connects to Salesforce through Living Context. Your agent reads Salesforce records to ground every conversation and routes buying, retention, and upsell signals it spots on your website and product into Salesforce for the right rep to pick up. Salesforce cases feed Living Knowledge, the Team Assistant answers on top of Salesforce, and live chats hand off to your team when needed.

## Install instructions
Once at the [Integrations tab](https://unless.com/en/dashboard/data-management/integrations/kb/salesforce "Unless dashboard integrations") of your Unless dashboard, you can select "Configure" for the Salesforce integration. This will open a popup where you can connect your Salesforce account and set up the integration.