Salesforce

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.

This integration uses Salesforce OAuth 2.0 Client Credentials for authentication. You will need to create an External Client App in Salesforce.

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

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.

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)

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).

The agent gathers customer information and asks relevant questions to identify their business requirements and current challenges.

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.

If the customer is new, the agent collects contact information, assesses their business needs, and determines the appropriate sales process or routing.

The agent creates the appropriate record (lead, contact, or opportunity) using salesforce_create_record, confirms creation with the customer, and explains next steps.

# 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.

Three webhook tools are available: salesforce_search_records, salesforce_get_record, and salesforce_create_record. Configure authorization for each using a Workplace Auth Connection.

In your ElevenLabs dashboard, go to Agents > Workplace Auth Connections and click Add Auth.

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:

{
  "grant_type": "client_credentials"
}

Click Create auth connection to add your configuration.

Once the connection is successful, save it and reference it in your webhook tool configurations in the Authentication section.

Add a Workplace Auth Connection (OAuth2) to each tool in the Authentication section. Use the tabs below to review each tool's configuration.

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:

{
  "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": {}
  }
}

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:

{
  "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": {}
  }
}

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:

{
  "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": {}
  }
}

Use these SOQL queries as starting points when customizing your agent's system prompt. All queries return human-readable information rather than technical IDs:

SELECT Id, Name, Email, Phone, Title, Account.Name, Account.Type FROM Contact WHERE Email = 'customer@example.com'

SELECT Id, Name, Email, Phone, Company, Industry, Status, LeadSource, Title FROM Lead WHERE Email = 'customer@example.com' OR Phone = '+1234567890'

SELECT Id, Name, Type, Industry, Phone, BillingCity, BillingState, Website FROM Account WHERE Name LIKE '%Company Name%'

SELECT Id, Name, StageName, Amount, CloseDate, Account.Name, Account.Type, Owner.Name, Description FROM Opportunity WHERE CreatedDate = THIS_MONTH

SELECT Id, Name, StageName, Amount, CloseDate, Probability, NextStep, Owner.Name FROM Opportunity WHERE Account.Name LIKE '%Company Name%'

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.

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.

• 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.

• Salesforce REST API documentation
• SOQL query language reference
• External Client Apps and OAuth 2.0
• Salesforce security best practices