AI Action for creating Salesforce Leads with Chat transcripts

What this Salesforce AI Integration Does

When your bot identifies a qualified visitor, it creates a Lead in Salesforce and includes the chat transcript. You can implement this two ways: Web-to-Lead (simplest) or the Salesforce REST API (recommended for scale and richer records such as Tasks or Files).

Prerequisites

Social Intents account with AI Actions.
For Web-to-Lead: your Salesforce Org ID.
For REST API: a Salesforce Connected App and an access token (e.g., via Client Credentials or JWT). Store the token in Social Intents as a secret.

Data You’ll Collect From the Chat

Configure your AI to capture: first name, last name, email, phone, company, and optional context like page URL or campaign. The transcript can be sent as a description, attached as a Task, or uploaded as a File with the REST option.

Add a Custom Action in Social Intents

Create a new Custom Action → Call API Request. Give it a descriptive name (e.g., create_salesforce_lead) and define when to trigger (e.g., on chat end).

Option A — Web-to-Lead (fastest setup)

Action Type: Auto Trigger on Chat End
API Method: POST
Endpoint URL: https://webto.salesforce.com/servlet/servlet.WebToLead?encoding=UTF-8
Content Type: application/x-www-form-urlencoded
Required fields: oid (Org Id) and either last_name or company

POST https://webto.salesforce.com/servlet/servlet.WebToLead?encoding=UTF-8
Content-Type: application/x-www-form-urlencoded

oid=YOUR_ORG_ID
&last_name={{lastName}}
&first_name={{firstName}}
&email={{email}}
&phone={{phone}}
&company={{company|Website Visitor}}
&lead_source=Chat
&description={{transcript}}

Use this when you want a quick, no-auth integration. If you need to exceed daily Web-to-Lead limits or attach richer records, use Option B.

Option B — Salesforce REST API (recommended)

Create the Lead via REST, then optionally add the transcript as a Task (simple and searchable) or upload it as a File. Add an Authorization header with your Bearer token and set Content-Type to application/json.

B1) Create Lead

POST https://YOUR_INSTANCE.salesforce.com/services/data/v60.0/sobjects/Lead
Authorization: Bearer {{secrets.salesforceAccessToken}}
Content-Type: application/json

{
  "LastName": "{{lastName}}",
  "FirstName": "{{firstName}}",
  "Company": "{{company|Website Visitor}}",
  "Email": "{{email}}",
  "Phone": "{{phone}}",
  "LeadSource": "Chat",
  "Description": "Chat ended on {{endedAt}} via {{widgetName}}"
}

B2) Attach transcript as a Task

POST https://YOUR_INSTANCE.salesforce.com/services/data/v60.0/sobjects/Task
Authorization: Bearer {{secrets.salesforceAccessToken}}
Content-Type: application/json

{
  "WhoId": "{{tools.createLead.id}}",
  "Subject": "Chat Transcript",
  "Status": "Completed",
  "Priority": "Normal",
  "Description": "{{transcript}}"
}

B3) (Optional) Upload transcript as a File

POST https://YOUR_INSTANCE.salesforce.com/services/data/v60.0/sobjects/ContentVersion
Authorization: Bearer {{secrets.salesforceAccessToken}}
Content-Type: application/json

{
  "Title": "Chat_Transcript_{{chatId}}",
  "PathOnClient": "transcript_{{chatId}}.txt",
  "VersionData": "{{base64(transcript)}}"
}

POST https://YOUR_INSTANCE.salesforce.com/services/data/v60.0/sobjects/ContentDocumentLink
Authorization: Bearer {{secrets.salesforceAccessToken}}
Content-Type: application/json

{
  "ContentDocumentId": "{{tools.uploadTranscript.ContentDocumentId}}",
  "LinkedEntityId": "{{tools.createLead.id}}",
  "ShareType": "V"
}

Recommended Social Intents Settings

Trigger: When Chat Ends (or conditional based on lead qualification).
Collect inputs: firstName, lastName, email, phone, company, transcript, widgetName, endedAt.
Secrets: store salesforceAccessToken (REST option).
For REST chaining: save the returned Lead id from the first call and reference it in the second action via {{tools.createLead.id}}.

Use Case Examples

Always create a Lead on chat completion

Configure the action to run automatically when a chat ends so every conversation is captured in Salesforce with its transcript. This is the most foolproof setup for teams that want full chat-to-CRM coverage.

Social Intents settings

Trigger: When chat ends
Action name: create_salesforce_lead
Collected inputs: firstName, lastName, email, phone, company, transcript, widgetName, endedAt
Secrets: salesforceAccessToken (if using REST API)

Option A — Web-to-Lead (no auth)

Creates a Lead and stores the chat transcript in the Description field.

POST https://webto.salesforce.com/servlet/servlet.WebToLead?encoding=UTF-8
Content-Type: application/x-www-form-urlencoded

oid=YOUR_ORG_ID
&last_name={{lastName}}
&first_name={{firstName}}
&email={{email}}
&phone={{phone}}
&company={{company|Website Visitor}}
&lead_source=Chat
&description={{transcript}}

Tip: Add campaign_id=YOUR_CAMPAIGN_ID to attribute chats to campaigns.

Option B — REST API (recommended)

Create the Lead, then log the transcript as a completed Task for better activity tracking.

B1) Create Lead

POST https://YOUR_INSTANCE.salesforce.com/services/data/v60.0/sobjects/Lead
Authorization: Bearer {{secrets.salesforceAccessToken}}
Content-Type: application/json

{
  "LastName": "{{lastName}}",
  "FirstName": "{{firstName}}",
  "Company": "{{company|Website Visitor}}",
  "Email": "{{email}}",
  "Phone": "{{phone}}",
  "LeadSource": "Chat",
  "Description": "Chat ended on {{endedAt}} via {{widgetName}}"
}

B2) Create Task with transcript

POST https://YOUR_INSTANCE.salesforce.com/services/data/v60.0/sobjects/Task
Authorization: Bearer {{secrets.salesforceAccessToken}}
Content-Type: application/json

{
  "WhoId": "{{tools.createLead.id}}",
  "Subject": "Chat Transcript",
  "Status": "Completed",
  "Priority": "Normal",
  "Description": "{{transcript}}"
}

Optional enhancements

Owner routing: Set OwnerId on the Lead (REST) based on region or product collected in chat.
De-duplication: Use Process/Flow or Matching Rules to merge Leads by email.
Files instead of Description: Upload the transcript as a File via ContentVersion and link it with ContentDocumentLink.

Create a Lead only for qualified visitors

Add intent and qualification checks in your AI flow. Only trigger the action when the visitor matches your criteria (e.g., budget >= threshold, company size, territory, demo intent, work email, etc.).

Qualification logic (example)

In your bot flow, gather fields like useCase, companySize, country, email, and intent. Then set a condition to run the Salesforce action only when rules are met.

// Pseudocode for your bot's conditional action
IF intent == "book_demo"
   AND companySize >= 50
   AND email CONTAINS "@"
   AND NOT email ENDSWITH ".edu" OR ".gmail.com"
THEN run create_salesforce_lead
ELSE continue chat and offer resources

Web-to-Lead payload (only when qualified)

POST https://webto.salesforce.com/servlet/servlet.WebToLead?encoding=UTF-8
Content-Type: application/x-www-form-urlencoded

oid=YOUR_ORG_ID
&last_name={{lastName}}
&first_name={{firstName}}
&email={{email}}
&company={{company}}
&lead_source=Chat - Qualified
&description=Intent: {{intent}} | Use case: {{useCase}} | Size: {{companySize}} | Transcript: {{transcript}}

Consider adding hidden fields like utm_source, utm_campaign, or page_url for attribution.

REST API payloads (only when qualified)

B1) Create Lead with qualification fields

POST https://YOUR_INSTANCE.salesforce.com/services/data/v60.0/sobjects/Lead
Authorization: Bearer {{secrets.salesforceAccessToken}}
Content-Type: application/json

{
  "LastName": "{{lastName}}",
  "FirstName": "{{firstName}}",
  "Company": "{{company}}",
  "Email": "{{email}}",
  "Phone": "{{phone}}",
  "LeadSource": "Chat - Qualified",
  "Description": "Intent={{intent}} | UseCase={{useCase}} | Size={{companySize}} | From={{pageUrl}}"
}

B2) Add transcript as Task (optional)

POST https://YOUR_INSTANCE.salesforce.com/services/data/v60.0/sobjects/Task
Authorization: Bearer {{secrets.salesforceAccessToken}}
Content-Type: application/json

{
  "WhoId": "{{tools.createLead.id}}",
  "Subject": "Qualified Chat Transcript",
  "Status": "Completed",
  "Priority": "Normal",
  "Description": "{{transcript}}"
}

Optional: route & scoring

Territory routing: Set OwnerId by country/region collected in chat.
MQL scoring: Include a Chat_Score__c custom field derived from intent/size/keywords.
Product interest: Capture Product__c (e.g., “Service Cloud”) from the conversation for reporting and cadences.

QA checklist:

Test both a qualified and a non-qualified path.
Verify Leads are created only when rules match.
Confirm transcript content appears (Task or Description).
Ensure any owner/assignment or campaign linkage works as expected.

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Salesforce Collect Leads AI Action

What this Salesforce AI Integration Does

Prerequisites

Data You’ll Collect From the Chat

Add a Custom Action in Social Intents

Option A — Web-to-Lead (fastest setup)

Option B — Salesforce REST API (recommended)

B1) Create Lead

B2) Attach transcript as a Task

B3) (Optional) Upload transcript as a File

Recommended Social Intents Settings

Use Case Examples

Always create a Lead on chat completion

Social Intents settings

Option A — Web-to-Lead (no auth)

Option B — REST API (recommended)

Create a Lead only for qualified visitors

Qualification logic (example)

Web-to-Lead payload (only when qualified)

REST API payloads (only when qualified)