This article explains how Assembled’s Voice AI integrates with Salesforce to create or enrich support cases during customer phone calls.

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## **Requirements**

Before using Voice AI with Salesforce, ensure:

- **Salesforce is authenticated with Assembled** via the Assembled product interface.

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## **Overview**

Assembled Voice AI processes every customer call and ensures a Salesforce Case is created or enriched with the full context of the conversation—whether the call is handled by the AI or handed off to a human agent.

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## **1\. Live Call Flow**

During the call:

- **The Assembled AI agent interacts with the caller**, generating a real-time transcript.

- Calls can end in two ways:

- **Contained** – the caller hangs up or the AI resolves the issue.

- **Handed Off** – the call is transferred to a human agent.

Regardless of the path, **a Salesforce Case must capture**:

- Call summary

- Call transcript

- Relevant customer or contextual information

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## **2\. Contained Call Path**

For calls handled entirely by the AI agent:

1. **Assembled creates the Salesforce Case** directly using the Salesforce REST API.

2. The created case includes:

- Summary

- Transcript

- Associated metadata

This ensures full documentation of automated conversations.

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## **3\. Handed-Off Call Path**

When a call transitions to a human agent:

### **3.1 Case Creation & Screen Pop**

1. A **Salesforce Case is created automatically by the customer’s telephony/CTI system**.

2. When the agent answers the call, **Salesforce performs a screen pop** that opens the created case.

Typical telephony + Salesforce CTI setups include (non-exhaustive):

- **Amazon Connect + Service Cloud Voice**

- **Genesys + Open CTI**

- **Twilio + Twilio Flex Integration**

- **RingCentral + RingCentral Open CTI App**

These systems are responsible for:

- Detecting the incoming call

- Creating the Salesforce Case

- Triggering the screen pop for the agent

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### **3.2 How Assembled Detects the Case**

Assembled integrates tightly with Salesforce to match the newly created case with the Voice AI conversation:

1. **Incoming-call-created Cases are detected by a Salesforce Apex Trigger.**

2. **The Apex Trigger notifies Assembled** that a new case was created from an incoming phone call.

3. Using this signal, **Assembled matches the Salesforce Case** to the corresponding Voice AI conversation.

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### **3.3 Enrichment of the Case**

Once a match is found:

1. **Assembled updates the Salesforce Case** using the Salesforce REST API.

2. The case is enriched with:

- AI-generated call summary

- Call transcript

- Any other relevant call metadata

This ensures agents have full visibility into the Voice AI portion of the conversation.

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## **Need Assistance?**

Contact Assembled Support if you need help configuring your Salesforce integration or connecting your telephony provider to Voice AI.