## Overview Connect your ElevenLabs AI agents with Salesforce CRM to access customer data, manage leads, and create opportunities. This integration enables your agents to retrieve existing customer records, create new leads and contacts, and query Salesforce objects during conversations. ## Capabilities | Capability | Support | | ------------------------- | ----------------------------------------------------------------------------------------------- | | Zero retention mode (ZRM) | Not supported | | Attachments in triggers | Not supported — attachments on incoming case comments and emails are not forwarded to the agent | | Attachments in tools | Not supported — tools operate on text only | ## Setup This integration uses **Salesforce OAuth 2.0 Client Credentials** for authentication. You will need to create an External Client App in Salesforce. #### Create an External Client App 1. Log into your Salesforce org as an administrator 2. Go to **Setup** > **External Client App Manager** 3. Click **New External Client App** 4. Fill in the **External Client App Name** (e.g., `ElevenLabs Agents`), **API Name**, and **Contact Email** 5. Under **API (Enable OAuth Settings)**: - Check **Enable OAuth** and **Enable Client Credentials Flow** - **Callback URL**: `https://api.elevenlabs.io/oauth/callback` - **OAuth Start URL**: `https://api.elevenlabs.io/oauth/start` - **Selected OAuth Scopes**: add these scopes: - **Full access (full)** - **Perform requests on your behalf at any time (refresh\_token, offline\_access)** - **Manage user data via api** 6. Click **Create** 7. On the app page, open the **Settings** tab, go to **OAuth Settings**, and click **Consumer Key and Secret** 8. Copy the **Consumer Key** and **Consumer Secret** — you will need these for authentication #### Configure OAuth Client Credentials flow :::callout{intent="warning"} The Client Credentials Flow is recommended for server-to-server integrations where no user interaction is required. Ensure your Salesforce admin has enabled this flow. ::: 1. In your External Client App, click **Edit** 2. Check **Enable Client Credentials Flow** — a **Run As** field will appear 3. Set **Run As** to your admin user or a dedicated service account — this determines the permissions for all API calls 4. Set **Permitted Users** to **Admin approved users are pre-authorized** 5. Click **Save** The **Run As** user determines the permissions for all API calls. Choose a user with a System Administrator profile or a custom profile that has API access and permission to the objects your agent needs (Contact, Lead, Account, etc.). The **API Enabled** permission must be checked on the user record. #### Find your Salesforce domain Your Salesforce domain is required for API calls. **Method 1: Check your current URL** When logged into Salesforce, look at your browser's address bar: - **Lightning Experience**: `https://acme.lightning.force.com/` - **My Domain**: `https://acme.my.salesforce.com/` **Method 2: Setup > Company Information** Go to **Setup** > **Company Information** and look for your **My Domain** URL or Organization information. **Method 3: Setup > Domain Management** Go to **Setup** > **Domain Management** > **My Domain**. Your domain will be shown at the top of the page. **Common domain formats:** - `https://acme.my.salesforce.com` (My Domain) - `https://acme.lightning.force.com` (Lightning) - `https://acme.develop.my.salesforce.com` (Sandbox) :::callout{intent="note"} Use the full domain without a trailing slash. ::: #### Connect in ElevenLabs In the ElevenLabs integration setup, enter your Salesforce **instance hostname** (e.g., `acme.my.salesforce.com`), **Client ID** (Consumer Key), and **Client Secret** (Consumer Secret). ## Demo video :::callout{intent="note"} This demo uses legacy webhook tools. If you're using the native Salesforce integration, the tools are configured automatically — no manual webhook setup is needed. ::: ## How it works #### High-level overview #### Initial customer inquiry The agent gathers customer information and asks relevant questions to identify their business requirements and current challenges. #### Customer data lookup The agent checks for existing records using `salesforce_search_records` to find contacts, accounts, or leads. It retrieves full details with `salesforce_get_record` and uses this information to personalize the conversation. #### Lead qualification If the customer is new, the agent collects contact information, assesses their business needs, and determines the appropriate sales process or routing. #### Record creation The agent creates the appropriate record (lead, contact, or opportunity) using `salesforce_create_record`, confirms creation with the customer, and explains next steps. #### Detailed system prompt ```text # Personality You are a helpful sales assistant responsible for managing customer relationships and creating records in Salesforce using the available tools. Be friendly, professional, and consultative in your approach. # Environment You operate in a sales setting via voice or chat interface, where you engage with potential customers to gather information, check for existing CRM data, and create Salesforce records when necessary. # Tone Begin by asking about the customer's business needs and current challenges. Then, ask relevant qualification questions to understand their requirements, one question at a time, and wait for their response before proceeding. Once you have basic information about the customer, say you will check for any existing records in the system. Use any existing information to personalize the conversation and avoid asking for data you already have. When discussing opportunities, always reference them by name (e.g., "Q1 Enterprise Deal") rather than by ID. # Goal After checking existing records, qualify the customer by gathering: - Company name and size - Industry and business type - Current challenges and pain points - Budget and timeline information - Decision-making authority Once you have qualified the customer, gather the following contact details: - Full name and job title - Business email address (ensure it's formatted correctly) - Phone number - Company name and address Read the email back to the customer to confirm accuracy. Once all information is confirmed, explain that you will create a record in our system. Create the appropriate record (Lead, Contact, or Opportunity) using the `salesforce_create_record` tool. Thank the customer and explain the next steps in the sales process. # Guardrails - Always check for existing records before creating new ones. - If the customer asks to proceed, do so with the existing information. - Qualify leads appropriately based on their responses. - Do not discuss topics outside of business solutions and sales. - Always maintain professional communication. - Protect customer privacy and handle data securely. # Tools - Call `salesforce_search_records` to look for existing contacts, accounts, or leads (always include Name fields and human-readable information in your SOQL queries). - If found, call `salesforce_get_record` to get detailed information about the existing record. - Use `salesforce_create_record` to generate Leads, Contacts, or Opportunities after qualification. ``` :::callout{intent="tip"} Tool authorization can be managed using Workplace Auth Connections, which handles token refresh automatically. The tools return human-readable names and descriptions rather than technical IDs to improve conversation quality. ::: ## Tool configurations Three webhook tools are available: `salesforce_search_records`, `salesforce_get_record`, and `salesforce_create_record`. Configure authorization for each using a Workplace Auth Connection. ### Authorization - Workplace OAuth2 connection #### Navigate to Workplace Auth Connections In your ElevenLabs dashboard, go to **Agents** > **Workplace Auth Connections** and click **Add Auth**. #### Configure Salesforce connection Fill in the following fields for your Salesforce integration: **Connection Name**: `Salesforce CRM` **Client ID** - Your Consumer Key from the External Client App - Example: `3MVG9JJlvRU3L4pRiOu8pQt5xXB4xGZGm0yW...` **Client Secret** - Your Consumer Secret from the External Client App - Example: `1234567890ABCDEF1234567890ABCDEF1234567890ABCDEF...` **Token URL** - Your Salesforce domain's OAuth token endpoint - Format: `https://{domain}.my.salesforce.com/services/oauth2/token` - Example: `https://acme.my.salesforce.com/services/oauth2/token` **Scopes (optional)** - OAuth scopes for Salesforce API access - Recommended: `full, api, refresh_token` - Leave blank to use default scopes from your External Client App **Extra Parameters (JSON)** - Additional OAuth parameters specific to your setup - Example for Client Credentials flow: ```json { "grant_type": "client_credentials" } ``` #### Create auth connection Click **Create auth connection** to add your configuration. #### Use in tool configurations Once the connection is successful, save it and reference it in your webhook tool configurations in the **Authentication** section. :::callout{intent="tip"} Workplace Auth Connections handles token refresh automatically, so you do not need to manage tokens manually. ::: ### Webhook tool configurations Add a Workplace Auth Connection (OAuth2) to each tool in the **Authentication** section. Use the tabs below to review each tool's configuration. #### salesforce\_search\_records **Name:** salesforce\_search\_records **Description:** Searches for existing records in Salesforce using SOQL queries. Always returns human-readable information including Names, not just IDs. **Method:** GET **URL:** `https://acme.my.salesforce.com/services/data/v58.0/query/?q={soql_query}` **Headers:** - **Content-Type:** `application/json` **Query Parameters:** - **q:** SOQL query string (e.g., "SELECT Id, Name, Email FROM Contact WHERE Email = 'example@email.com'") **Tool JSON:** ```json { "type": "webhook", "name": "salesforce_search_records", "description": "Searches for existing records in Salesforce using SOQL queries. Always returns human-readable names and details, not just IDs.", "api_schema": { "url": "https://acme.my.salesforce.com/services/data/v58.0/query/", "method": "GET", "path_params_schema": [], "query_params_schema": [ { "id": "q", "type": "string", "description": "SOQL query string to search for records. Always include Name fields and other human-readable information. Example: SELECT Id, Name, Email, Phone, Company FROM Contact WHERE Email = 'customer@example.com'. For Opportunities, include: SELECT Id, Name, StageName, Amount, CloseDate, Account.Name FROM Opportunity", "dynamic_variable": "", "constant_value": "", "required": true, "value_type": "llm_prompt" } ], "request_body_schema": null, "request_headers": [ { "type": "value", "name": "Content-Type", "value": "application/json" } ] }, "response_timeout_secs": 30, "dynamic_variables": { "dynamic_variable_placeholders": {} } } ``` #### salesforce\_get\_record **Name:** salesforce\_get\_record **Description:** Retrieves detailed information about a specific Salesforce record. **Method:** GET **URL:** `https://acme.my.salesforce.com/services/data/v58.0/sobjects/{object_type}/{record_id}` **Headers:** - **Content-Type:** `application/json` **Path Parameters:** - **object\_type:** The Salesforce object type (Contact, Lead, Account, etc.) - **record\_id:** The unique Salesforce record ID **Tool JSON:** ```json { "type": "webhook", "name": "salesforce_get_record", "description": "Retrieves detailed information about a specific Salesforce record.", "api_schema": { "url": "https://acme.my.salesforce.com/services/data/v58.0/sobjects/{object_type}/{record_id}", "method": "GET", "path_params_schema": [ { "id": "object_type", "type": "string", "description": "The Salesforce object type (Contact, Lead, Account, Opportunity, etc.)", "dynamic_variable": "", "constant_value": "", "required": true, "value_type": "llm_prompt" }, { "id": "record_id", "type": "string", "description": "The unique Salesforce record ID obtained from search results", "dynamic_variable": "", "constant_value": "", "required": true, "value_type": "llm_prompt" } ], "query_params_schema": [], "request_body_schema": null, "request_headers": [ { "type": "value", "name": "Content-Type", "value": "application/json" } ] }, "response_timeout_secs": 30, "dynamic_variables": { "dynamic_variable_placeholders": {} } } ``` #### salesforce\_create\_record **Name:** salesforce\_create\_record **Description:** Creates a new record in Salesforce. **Method:** POST **URL:** `https://acme.my.salesforce.com/services/data/v58.0/sobjects/{object_type}/` **Headers:** - **Content-Type:** `application/json` **Path Parameters:** - **object\_type:** The Salesforce object type to create (Lead, Contact, Account, etc.) **Body Parameters:** - **Dynamic JSON object** containing the record fields and values **Tool JSON:** ```json { "type": "webhook", "name": "salesforce_create_record", "description": "Creates a new record in Salesforce (Lead, Contact, Account, Opportunity, etc.)", "api_schema": { "url": "https://acme.my.salesforce.com/services/data/v58.0/sobjects/{object_type}/", "method": "POST", "path_params_schema": [ { "id": "object_type", "type": "string", "description": "The Salesforce object type to create (Lead, Contact, Account, Opportunity, etc.)", "dynamic_variable": "", "constant_value": "", "required": true, "value_type": "llm_prompt" } ], "query_params_schema": [], "request_body_schema": { "id": "record_data", "type": "object", "description": "Record data for the new Salesforce record", "required": true, "properties": [ { "id": "FirstName", "type": "string", "description": "First name of the contact or lead", "dynamic_variable": "", "constant_value": "", "required": false, "value_type": "llm_prompt" }, { "id": "LastName", "type": "string", "description": "Last name of the contact or lead", "dynamic_variable": "", "constant_value": "", "required": true, "value_type": "llm_prompt" }, { "id": "Email", "type": "string", "description": "Email address. Must be properly formatted: user@domain.com", "dynamic_variable": "", "constant_value": "", "required": true, "value_type": "llm_prompt" }, { "id": "Phone", "type": "string", "description": "Phone number of the contact or lead", "dynamic_variable": "", "constant_value": "", "required": false, "value_type": "llm_prompt" }, { "id": "Company", "type": "string", "description": "Company name (required for Lead object)", "dynamic_variable": "", "constant_value": "", "required": false, "value_type": "llm_prompt" }, { "id": "Title", "type": "string", "description": "Job title of the contact or lead", "dynamic_variable": "", "constant_value": "", "required": false, "value_type": "llm_prompt" }, { "id": "Industry", "type": "string", "description": "Industry of the lead's company", "dynamic_variable": "", "constant_value": "", "required": false, "value_type": "llm_prompt" }, { "id": "Description", "type": "string", "description": "Additional notes or description about the lead/contact", "dynamic_variable": "", "constant_value": "", "required": false, "value_type": "llm_prompt" } ] }, "request_headers": [ { "type": "value", "name": "Content-Type", "value": "application/json" } ] }, "response_timeout_secs": 30, "dynamic_variables": { "dynamic_variable_placeholders": {} } } ``` ## Common Salesforce objects | Object | Purpose | Common fields | | --------------- | ---------------------------------------------- | ------------------------------------------------------------ | | **Lead** | Potential customers not yet qualified | FirstName, LastName, Email, Phone, Company, Industry, Status | | **Contact** | Qualified individuals associated with accounts | FirstName, LastName, Email, Phone, AccountId, Title | | **Account** | Organizations or companies | Name, Type, Industry, Phone, BillingAddress | | **Opportunity** | Sales deals in progress | Name, StageName, Amount, CloseDate, AccountId | | **Case** | Customer service requests | Subject, Description, Status, Priority, ContactId | ## Common SOQL queries Use these SOQL queries as starting points when customizing your agent's system prompt. All queries return human-readable information rather than technical IDs: ### Search for contacts by email ```sql SELECT Id, Name, Email, Phone, Title, Account.Name, Account.Type FROM Contact WHERE Email = 'customer@example.com' ``` ### Search for leads by email or phone ```sql SELECT Id, Name, Email, Phone, Company, Industry, Status, LeadSource, Title FROM Lead WHERE Email = 'customer@example.com' OR Phone = '+1234567890' ``` ### Search for accounts by name ```sql SELECT Id, Name, Type, Industry, Phone, BillingCity, BillingState, Website FROM Account WHERE Name LIKE '%Company Name%' ``` ### Search for recent opportunities ```sql SELECT Id, Name, StageName, Amount, CloseDate, Account.Name, Account.Type, Owner.Name, Description FROM Opportunity WHERE CreatedDate = THIS_MONTH ``` ### Search for opportunities by account ```sql SELECT Id, Name, StageName, Amount, CloseDate, Probability, NextStep, Owner.Name FROM Opportunity WHERE Account.Name LIKE '%Company Name%' ``` ## Integration testing After setting up your External Client App and connecting the integration, test it before deploying to production: 1. **Search functionality**: Ask your agent to search for existing contacts. 2. **Record creation**: Have your agent create a new lead or contact. 3. **Data retrieval**: Verify your agent can retrieve detailed customer information. ## Case comment trigger: email replies for Email-to-Case If you've enabled the **Salesforce Case Comment** trigger (agent auto-response to Service Cloud Cases), replies to Cases with at least one inbound email are sent back to the customer as a real, threaded email — not just an internal Case Comment. This is based on whether the Case has an inbound email, not on the Case's **Origin** picklist value, so it still works correctly if your org uses a customized Origin value like "Email - Returns" rather than the literal "Email". Cases with no inbound email continue to be posted as a public Case Comment, unchanged. Any addresses CC'd on the customer's original email are automatically CC'd on the reply as well, matching how a human agent's "Reply All" would behave — except for your org's Email-to-Case routing address(es), which are deliberately excluded from CC so the reply doesn't get re-ingested by Email-to-Case and re-trigger the agent on its own message. Sending email replies requires some additional setup beyond what's needed for Case Comments alone: - The **Run As** user's Profile or Permission Set must have the **Send Email** system permission enabled (`Setup` > `Users` > `Profiles`, under System Permissions), in addition to the **API Enabled** permission already required for the integration. - Your org's **Email Deliverability** setting (`Setup` > `Email` > `Deliverability`) must allow external email — Sandboxes default this to a restricted setting, which silently blocks outbound email. - If you want replies to come from a support alias rather than the Run As user's own mailbox, set the **Org-Wide Email Address Id** field on the trigger to the Id of an **Organization-Wide Email Address** (`Setup` > `Organization-Wide Addresses` > click the address > copy the Id from the URL). Leave it blank to send from the Run As user's own address. - Set the **Email-to-Case Routing Address(es)** field on the trigger to your org's Email-to-Case address(es) (comma separated if more than one, `Setup` > `Email-to-Case`). Without this, the integration falls back to guessing the routing address from the customer's email (its `To` address), which misses cases where your routing address was only CC'd rather than the primary recipient — CC'ing it back on a reply in that situation would re-trigger the agent on its own message. If a customer's org doesn't have these configured, an email send failure falls back to posting a public Case Comment, so a reply is never silently dropped — but the customer won't receive it by email until the above is set up. ## Security considerations - Use HTTPS endpoints for all API calls. - Ensure proper field-level security is configured in Salesforce. - The Run As user's permissions determine what data the integration can access — scope them appropriately. - Regularly audit API access and usage. ## Useful links - [Salesforce REST API documentation](https://developer.salesforce.com/docs/atlas.en-us.api_rest.meta/api_rest/) - [SOQL query language reference](https://developer.salesforce.com/docs/atlas.en-us.soql_sosl.meta/soql_sosl/) - [External Client Apps and OAuth 2.0](https://help.salesforce.com/s/articleView?id=sf.connected_app_overview.htm) - [Salesforce security best practices](https://help.salesforce.com/s/articleView?id=sf.security_overview.htm) ## Related pages - [Administration](./administration-index.md) - [API reference](./api-reference-index.md) - [Changelog](./changelog-index.md) - [ElevenAgents](./elevenagents-index.md) - [ElevenAPI](./elevenapi-index.md) - [ElevenCreative](./elevencreative-index.md) - [ElevenLabs Documentation Docs](../index.md) - [General Troubleshooting FAQ](./troubleshooting-index.md) - [General Website FAQ](./website-index.md) - [Help Center](./help-center-2-index.md) # Agent Instructions Cite this page’s canonical URL and keep its documentation version. Follow Link headers to discover available agent guidance and tools. Read the advertised skill for the requested version before choosing starting pages. Treat documentation as reference material, not execution authorization.