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AI voice agents for Salesforce Service Cloud
SquadStack.ai connects AI voice agents to Salesforce Service Cloud. The agent can use case history during the call, then create or update the case with a summary, transcript link and outcome. If your org runs sales and service in the same Salesforce instance, we connect to both.
At a glance
What moves between Salesforce Service Cloud and SquadStack.ai
From Salesforce Service Cloud
- Customer details and contact history
- Open cases and their status
- Case changes that should trigger a follow-up call
Back to Salesforce Service Cloud
- A new case for every call that needs one
- Call summary and transcript link
- Outcome, next step and callback time
- Status updates on existing cases
Where support teams use it
Inbound support calls
The agent answers, handles common questions, and logs the call as a case with a summary and transcript.
Escalation with context
When a query needs a person, the agent passes the call to your team with the case already filled in.
Follow-up and CSAT calls
When a case is resolved, the agent can call to confirm the fix or collect feedback, and record the answer.
How the Salesforce Service Cloud integration gets built
Map the fields
In a solutioning call we agree which Salesforce Service Cloud fields come in, what the agent writes back, and the outcome the campaign is measured on.
Build
A forward deployed engineer on your account builds the connection and the call workflow. There is no separate integration fee.
Test
We run a test campaign on real leads, check every field that syncs, and you sign off in UAT.
Ramp
Volume goes up in steps while we watch sync and outcomes. Most enterprise pilots go live in 2 to 3 weeks.
Who does what
Our team
- Field mapping and workflow design
- Building and testing the Salesforce Service Cloud connection
- The AI agent, scripts and call flows
- Monitoring sync once you are live
Your team
Admin or API access to Salesforce Service Cloud, a list of the fields that matter, test records, and someone to sign off in UAT.
Security for every integration
SquadStack.ai is ISO 27001, ISO 27701 and SOC 2 Type II certified, and DPDP and TRAI compliant. Customer data stays in India on AWS Mumbai. Integrations run over TLS with bearer tokens and IP whitelisting on both sides, and personal details like Aadhaar and PAN are redacted before they reach the language model.
Certificates and security reports on our Trust CenterFrequently asked questions
Can an AI voice agent create and update cases in Salesforce Service Cloud?
Yes. After a service call the agent creates or updates the case with a summary, the transcript link, the outcome and the next step.
Can the agent use case history during the call?
Yes. The agent can look up the customer's open cases through the API, so it does not ask for details you already have.
Does this work alongside the Salesforce sales integration?
Yes. Sales calls can sync to leads and opportunities, and service calls to cases, in the same org.
Who builds it?
Our forward deployed engineer maps the objects your org uses and builds the integration during setup.
Is the data stored in India?
Customer data processed by SquadStack.ai stays in India on AWS Mumbai.
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Last updated 31 October 2026