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Salesforce Integration — Link AI

Enterprise-grade Salesforce sync for inbound AI conversations.

TL;DR

Link AI integrates with Salesforce Sales Cloud and Service Cloud so every AI-handled call, message, and email becomes a Lead, Contact, Account, or Case in your Salesforce org. Built for teams running Professional Edition and above, the integration uses Salesforce's REST API with OAuth 2.0 and respects field-level security, sharing rules, and validation rules. Custom objects are supported — if your team logs Conversations as a custom object, Link AI writes there. Setup is configured by an admin once and works for the whole team thereafter, with bulk-load support for historical data backfill.

What this enables

  • Auto-create Leads or Contacts for every inbound AI conversation.
  • Log calls and messages as Tasks or Activities tied to the right Account.
  • Open Service Cloud Cases automatically when Link AI detects a support intent.
  • Update Opportunity stages from AI-detected qualification signals.
  • Respect existing Salesforce assignment rules, queues, and territories.

Why this integration matters

Salesforce is the system of record for sales and service teams that have outgrown a starter CRM, and the cost of bad data inside it is high. The Link AI integration is designed to feed Salesforce with the same discipline as a human SDR — duplicate detection runs before every Lead create, the matching rules you defined in Setup are honored, and field updates fire validation rules. The connection authenticates via OAuth 2.0 (Connected App), which means your admin controls which scopes are granted and can revoke access without touching user credentials. For enterprise customers, Link AI supports Salesforce Shield encryption and FedRAMP-aligned deployment.

Setup steps

  1. Step 1

    Install the Link AI Connected App

    Your Salesforce admin installs the Link AI Connected App from the AppExchange listing and approves the OAuth scopes (api, refresh_token, offline_access).

  2. Step 2

    Map objects and fields

    Decide whether Link AI creates Leads, Contacts, or both. Map call outcome, intent, transcript, and recording URL to standard or custom fields.

  3. Step 3

    Configure duplicate rules

    Point Link AI at your existing Duplicate Rules so matching contacts are updated instead of cloned. Phone-number and email matching are the common keys.

  4. Step 4

    Wire up Cases and Opportunities

    Set the intent classifications that should open a Case (support, complaint) versus update an Opportunity stage (interested, ready to buy).

  5. Step 5

    Verify with sandbox testing

    Connect a sandbox first, run end-to-end test calls, confirm field-level security and assignment rules behave as expected, then promote to production.

Sample use cases

Enterprise inbound — call to Lead in one minute

A multi-region distributor handles 4,000 inbound calls per month. Link AI now creates a Lead with intent, territory, and recording URL within a minute of the call ending — assigned via existing Salesforce assignment rules, with no SDR data entry.

Service Cloud — automatic Case opening

An insurance brokerage uses Link AI for first-line claims intake. Every Link AI conversation classified as a claim opens a Case in the right queue with the transcript and policy number attached.

Opportunity progression from voice signals

A real-estate platform runs Link AI follow-ups on warm leads. When the AI hears 'I'd like to schedule a viewing,' the matching Opportunity stage advances to Site Visit Scheduled automatically.

FAQ

Which Salesforce editions are supported?

Professional, Enterprise, Unlimited, and Performance editions. Essentials is not supported because the REST API is restricted on that edition.

Does Link AI write to custom objects?

Yes. If your team logs Conversations, Touchpoints, or AI Calls as custom objects, Link AI writes there. Configure the target object during setup.

How are API call limits managed?

Link AI uses the Bulk API for backfills and the REST API for live writes, with built-in throttling to stay well under your daily limit. A typical 1,000-conversation-per-day customer uses under 5% of an Enterprise org's daily quota.

Are sandboxes supported?

Yes. You can connect a sandbox first, run end-to-end test calls, and only promote to production once your team has signed off.

Is Salesforce Shield supported?

Yes. Platform Encryption and Event Monitoring are both compatible. Fields encrypted in Salesforce remain encrypted in transit and at rest on Link AI.

Can I revoke access?

Yes — at any time from Salesforce Setup → Connected Apps OAuth Usage. Link AI honors revocation within five minutes.

Related

Author

Ori Linkai — Founder, Link AI. Writes about how Israeli teams ship production AI voice and outbound systems. About the author

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Salesforce Integration — Link AI · Link AI