Salesforce Service Cloud

Notifies Salesforce Live Agent that sensitive data rules were triggered in agent messages. **Purpose**: When an agent's outgoing message contains sensitive data (SSN, credit card, email, etc.), call this action to apply configured masking or handling rules to protect customer privacy. **Prerequisites**: - Active Live…

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Send real-time typing indicator (sneak peek) to Live Agent during active chat session. Allows agents to see what visitors are typing before the message is sent. Requires an active Live Agent chat session with valid session_key and affinity token. The sequence number must increment with each request.

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Tool to execute multiple independent REST subrequests in one batch call. Use when bundling up to 25 independent operations to minimize round trips. Subrequests cannot reference each other.

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Execute up to 25 dependent Salesforce REST subrequests in a single API call. Subrequests execute sequentially and can reference results from earlier requests using '@{referenceId.field}' syntax. Use this when operations depend on each other (e.g., create Account then create related Contact). For independent operations…

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Create one or more nested sObject record trees in a single API call. Supports parent-child relationships up to 5 levels deep, with a maximum of 200 total records across all trees. Use this for bulk insertion of related records (e.g., Account with Contacts, or Orders with Line Items). Relationships must be Master-Detai…

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Tool to create or upsert a Salesforce Case record. Use when you need to add a new Case or update via external ID.

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Tool to delete a Salesforce Case record. Use when you need to remove a case by its record ID.

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Tool to retrieve metadata of any sObject. Use when you need to inspect field definitions, relationships, and supported features for objects like Account, Contact, Case, etc.

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Ends a Salesforce Live Agent chat session using the DELETE SessionId endpoint. Prerequisites: - Active Live Agent chat session (obtained via SessionId GET + ChasitorInit POST) - Valid session_key from the session creation - Valid affinity token for routing to the correct server Behavior: - Returns success for 2xx resp…

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Generate a UUIDv4 string to use as an Idempotency-Key header in Salesforce User Interface API requests. This prevents duplicate record creation when POST, PATCH, or DELETE requests are retried due to network failures or timeouts. The same key returns cached responses for 30 days, avoiding duplicate operations and savi…

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Tool to generate a signed JWT assertion for Salesforce JWT bearer OAuth flow. Use when you need to perform server-to-server authentication using a connected app’s certificate. Use before exchanging the assertion for an access token.

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Retrieve a Salesforce Case record by its ID. Returns Case details including status, priority, subject, description, owner, and timestamps. Useful for: - Looking up Case details by ID - Checking Case status and priority - Getting customer issue information - Retrieving Case metadata and relationships Requires a valid 1…

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Tool to long-poll for chat messages/events. Use after CreateChatSession to retrieve incoming chat events. Returns empty messages list when no new messages (HTTP 204). Call with ack from prior response to maintain sequence.

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Tool to retrieve current Live Agent API version. Use when initializing chat sessions to ensure subsequent calls target the correct REST API version.

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Lists all Einstein Bot definitions in the Salesforce organization. This action queries the BotDefinition object using the Salesforce Tooling API to retrieve metadata about all Einstein Bots, including their IDs, labels, developer names, and language settings. Use this action when you need to: - Get a list of available…

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Tool to execute a SOQL query including deleted and archived records. Use when you need to fetch all rows including soft-deleted data in Salesforce.

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Tool to execute a SOQL query. Use when you need to retrieve records from Salesforce via SOQL.

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Tool to reconnect a Live Agent chat session after the affinity token changes. Use this when you receive a 503 (Service Unavailable) response during chat operations, indicating the affinity token has changed and the session needs to be reestablished on a new server. After reconnecting, you must call ResyncChasitorState…

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Resynchronizes the chat visitor's state after a session reconnection. This action is part of the Salesforce Live Agent chat session recovery workflow: 1. First, call ReconnectChatSession with the session_key and affinity_token 2. Then, call this action to restore the visitor's chat state 3. Finally, resume normal chat…

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Tool to retrieve the Salesforce username. Use when you need the current authenticated user's username. Use after completing OAuth2 authentication.

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Send a custom event from a chat visitor to a Live Agent during an active chat session. Use this tool to trigger custom event handlers on the agent's side, enabling custom interactions beyond standard chat messages. Custom events can be used for actions like form submissions, button clicks, page navigation, or any appl…

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Tool to set a breadcrumb URL for the visitor's current page. Use after a visitor navigates to a new page during an active chat session.

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Tool to upload a file to managed S3 storage. Use when you need to persist files externally.

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Tool to trigger sensitive data rules for the chat visitor. Use after detecting sensitive content to apply visitor masking or handling rules.

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