How to use Salesforce actions in Playbook

With Salesforce actions in Playbook, you can automatically create and update Salesforce records based on customer conversations in Text.

This integration reduces manual work, keeps CRM data accurate, and speeds up sales and support workflows.

For example, you can:

• Create Salesforce leads from new conversations;

• Update contact or case information automatically;

• Send conversation data to Salesforce after a chat ends;

• Route information collected in skills directly into your CRM.

Before you start

Before configuring Salesforce actions in Playbook, make sure you have the required permissions, both in Text and in Salesforce.

To learn more about Playbook, see:

• Playbook and skills overview

• Advanced Playbook usage

Salesforce actions available in Text

Salesforce integration in skills includes built-in actions that help automate CRM processes directly from customer conversations.

Every skill starts with a trigger. Triggers define when the skill should run. Text supports both built-in triggers and app triggers.

Built-in triggers include:

• General triggers

• Chat triggers

• Ticket triggers

App triggers include:

• HubSpot

• Mailchimp

• Slack

After the trigger, you can add Salesforce actions and continue building the skill using additional built-in or app actions.

This helps you create end-to-end automations across customer conversations, CRM processes, and external tools.

The following Salesforce actions are currently available in Text:

• Get account: Fetches an Account record by Salesforce Account ID.

• Get contact: Fetches a Contact record by Salesforce Contact ID (the CRM identifier for that person).

• Get lead: Fetches a Lead record by Salesforce Lead ID.

• Find account: Looks up Salesforce accounts by exact name or Email.

• Find contact by email: Looks up a Salesforce contact by email address and returns the matching record.

• Create account: Creates an account in Salesforce. Supports standard account fields, billing address fields, and license-specific custom fields.

• Create contact: Creates a contact in Salesforce. Supports standard fields and license-specific custom fields.

• Update contact: Updates an existing Salesforce contact identified by Contact ID. Only mapped fields are changed; standard fields and license-specific custom fields are supported.

• Update account: Updates an existing Salesforce account identified by Account ID. Only mapped fields are changed; standard account fields, billing address fields, and license-specific custom fields are supported.

• Update case: Updates an existing Salesforce lead identified by Lead ID. Only mapped fields are changed; standard lead fields and license-specific custom fields are supported.

• Update lead: Updates an existing Salesforce case identified by Case ID. Only mapped fields are changed; standard fields (status, priority, origin) and license-specific custom fields are supported.

• Create case: Creates a case in Salesforce linked to a contact or account. Supports standard fields (status, priority, origin) and license-specific custom fields.

• Create lead: Creates a lead in Salesforce. Supports standard fields and license-specific custom fields.

• Find lead by email: Looks up a Salesforce lead by email address and returns the matching record.

• Queue contact: Adds a Contact record to the pending Salesforce bulk import batch. Dispatched later by the “Run bulk import job” task.

• Queue account: Adds an Account record to the pending Salesforce bulk import batch. Dispatched later by the “Run bulk import job” task.

• Queue lead: Adds a Lead record to the pending Salesforce bulk import batch. Dispatched later by the “Run bulk import job” task.

• Queue case: Adds a Case record to the pending Salesforce bulk import batch. Dispatched later by the “Run bulk import job” task.

• Run bulk import: Submits a Salesforce Bulk API job for the given record type using records previously queued by “Schedule record for bulk import” tasks.

Combining built-in and app triggers with Salesforce and other skill actions allows you to build flexible automations that connect customer conversations with your CRM and other business tools.

Salesforce skill templates

Text includes ready-to-use Salesforce skill templates that help you automate common CRM processes faster.

These templates can be customized to match your team's workflow and Salesforce setup.

Available templates

• Show Salesforce profile to the agent on chat start: Displays Salesforce contact information to agents when a new chat starts. The skill retrieves customer details from Salesforce using the visitor’s email and shares the information internally in the conversation.

• Capture new leads from first-time support chats: Checks whether a customer already exists in Salesforce after a support conversation ends. If no matching contact is found, the skill automatically creates a new Salesforce contact.

• Qualify chat leads with AI and sync to Salesforce and Slack: Uses AI to analyze chat conversations, qualify leads, score buying intent, and extract contact details. The skill then creates or updates Salesforce leads and notifies the sales team in Slack.

• Log support tickets as Salesforce cases: Automatically creates Salesforce cases from support tickets. The skill identifies the requester, links the case to an existing contact when possible, and syncs ticket information to Salesforce.

• Create an upsell case after a ticket is resolved: Detects when a support ticket is resolved and creates a Salesforce upsell opportunity case. This helps teams engage customers at moments of high satisfaction.

• Flag churn risk when a customer rates poorly: Monitors customer ratings after conversations. When a poor rating is received, the skill creates a high-priority churn risk case in Salesforce for follow-up.

• Show Salesforce profile to the agent during conversations: Looks up Salesforce account or contact information while a conversation is active, helping agents personalize responses and access CRM details without leaving Text.

How to use a template

To use a Salesforce skill template:

1. Go to Playbook.

2. Click Browse templates.

3. Select a Salesforce template and click Choose template.

4. Customize the skill steps and field mappings.

5. Publish and test the skill.

Templates can be fully customized after creation.

What’s next?

Now that your Salesforce integration is connected, you can start building skills that automate lead management, customer support, and CRM updates directly from customer conversations.

You can:

• Create skills using Salesforce triggers and actions

• Combine Salesforce actions with other actions and conditional logic

• Use templates to automate common sales and support processes

• Sync customer information — including your contacts and conversation history — between Text and Salesforce automatically

• Customize skills using additional app integrations such as OpenAI, Shopify, Slack, HubSpot, or Mailchimp

To learn more about building skills, see:

• https://www.text.com/help/workflows/

• https://www.text.com/help/advanced-workflows-usage/