Website visitors, turned into Salesforce leads.

Connect your Salesforce account to Text, then build the automation in skills. There's no plugin panel to install. You'll need the right permissions on both sides, in Text and in Salesforce.

Once connected, skills can create, update and look up leads, contacts and accounts by record ID or email address. Cases can be created and updated too, just not looked up the same way. All of it works with standard fields as well as the custom fields you've already set up in your org, and you decide what data goes where directly inside the skill, no need to touch Salesforce Setup at all. Full setup guide: how to use Salesforce actions in skills.

There are templates for the common cases: showing a Salesforce profile to the agent when a chat starts, creating a contact after a first-time support chat, logging support tickets as Salesforce cases, opening an upsell case once a ticket is resolved, and flagging churn risk when a rating comes in low.

Go to Playbook. Next to the Create skill button, you'll find Browse templates. Search "Salesforce" in the search bar and every template with a Salesforce icon shows up, ready to use. Pick one, then adjust the steps and field mappings before publishing. You can always come back and change them later. More on how the steps fit together: advanced skills usage.

One template looks the visitor up in Salesforce by email when a chat starts and posts the matching contact or account details into the conversation as an internal message. Agents read the CRM context in the window they're already replying in.

A second version of that template runs mid-conversation rather than at chat start, which covers visitors who give their email halfway through. Related: contacts and real-time customers.

Salesforce's AI tools work inside your org, built and configured there, on your Salesforce data. Text's AI Agent sits on the conversation side instead: it answers from your own content, works across every channel in your inbox, not just Salesforce, and can act on what it reads. One template already does this end-to-end: the AI Agent reads the conversation, scores buying intent, extracts contact details, creates or updates the Salesforce lead, then notifies the sales team in Slack.

The two aren't competing for the same job. One manages what happens inside your CRM, the other manages the conversation that feeds it.

Your own material: your website and your help center, rather than a decision tree you maintain by hand. That is what lets it deal with phrasing you never predicted. Setup is covered in configuring your knowledge sources.

If you do not have a help center yet, you can build one with the knowledge base in Text and point the AI Agent at it.

Two mechanisms. For duplicates: put a Find contact by email or Find lead by email action ahead of any create action, then branch, update whatever came back, or create a record when nothing matches. That pattern is already wired into the lead capture template.

For volume: Queue actions add contacts, accounts, leads or cases to a pending batch, and a Run bulk import action submits that batch as a Salesforce Bulk API job, instead of firing off individual record writes one at a time.

Yes. Chats route by department, language, or what the visitor is asking about, and supervisors can monitor and tag new chats without joining them, which is built for training new agents and keeping quality consistent at scale. Tickets escalate to a manager automatically when priority calls for it, and after-hours chats route and tag themselves so nothing waits until the next shift.

All of it runs on the same Salesforce records: a chat handled by one agent and a follow-up ticket handled by another still point at the same lead, contact, or case.

Salesforce switched off legacy Chat on February 14, 2026, which covered Live Agent, Salesforce Chat, Embedded Chat and Service Chat. Its own replacement is Messaging for In-App and Web, built and maintained inside your org.

Text takes the other route. The live chat widget, the help desk and the AI Agent sit outside Salesforce, while the Skills integration keeps your records current. Salesforce stays the system of record.

An active Salesforce account connected to Text, plus permission to configure skills on the Text side and to create records on the Salesforce side.

Plan details are on the pricing page, where plans start at $19/month.

Website chat, email, WhatsApp, Messenger and SMS through Twilio all land in one omnichannel inbox with shared conversation history.

Skills start from general, chat or ticket triggers, so the Salesforce side of the automation works the same way whichever channel brought the conversation in.