How to configure Voice Agents to create cases in Salesforce

This document provides instructions on how to configure Voice Agents to automatically create cases in Salesforce, based on customer input.

Created: October 2025

Permalink: https://wildix.atlassian.net/wiki/x/AQBEYQ

1 Introduction
2 Instructions

Introduction

It is possible to configure Voice Agent to automatically create a case in Salesforce based on information received from customer during a call with the Voice Agent. The below instructions provide an example of how to set up this option.

Instructions

Step 1. Create a Voice Agent

Navigate to WMS -> PBX -> Integrations -> Cloud integrations -> Voice Bots
Click Add New Voicebot (or edit an existing one)
Enter Voice Agent name and instructions:

You can see detailed instructions on how to set up a Voice Agent in the documentation How to configure Voice Agents. In this guide, we focus setting up the tools for creating cases in Salesforce (the Step 2 and 3 below).

Step 2. Add third-party function to verify customer

Before Voice Agent creates a case for the customer, it is necessary to check it the customer exists in the system. For example, you can instruct Voice Agent to request customer to provide Service Contract.

Click Add Tool
Choose the option Third-party Function

Enter the function Name, e.g. check_servicecontract
Provide description, e.g. Use this function to verify if the customer is available in Salesforce using the Service Contract number provided by the customer. Check if the number is valid.

Fill out the Parameters section. For example:

{
  "type": "object",
  "properties": {
    "?q": {
      "type": "string",
      "description": "SELECT+Id,ContractNumber,AccountId,Status,StartDate,EndDate+Account.Name+FROM+ServiceContract+WHERE+ContractNumber='XXXXXXXX'+in place of XXXXXXXX insert the service contract number provided by the customer"
    }
  },
  "required": [
    "?q"
  ]
}

In the Integration section, choose GET option in the Method field
In the URL field, enter the following link:

https://yourcompany--sandbox.sandbox.my.salesforce.com/services/data/v65.0/query/

Click Add Authorization:

In Authorization section, choose the option 0Auth and provide the following details:
1. Client ID
2. Client Secret
3. 0Auth Endpoint URL

For the 0Auth Endpoint URL, use the following link:

https://yourcompany--sandbox.sandbox.my.salesforce.com/services/oauth2/token

Step 3. Add third-party function to create a case

The next step, is to configure the Voice Agent to get details of the customer problem (case description) and create a case in Salesforce:

Click Add Tool
Choose the option Third-party Function

Enter the function Name, e.g. create_case
Provide description, e.g. Use this function to create a case in Salesforce for the Account associated with the Service Contract and problem description provided by the Customer.

Fill out the Parameters section. Example:

{
  "type": "object",
  "properties": {
    "Origin": {
      "type": "string",
      "description": "Phone"
    },
    "Status": {
      "type": "string",
      "description": "New"
    },
    "Description": {
      "type": "string",
      "description": "Describe the problem"
    },
    "AccountId": {
      "type": "string",
      "description": "AccountId related to the customer's service contract"
    },
    "Subject": {
      "type": "string",
      "description": "Salesforce case subject"
    },
    "Priority": {
      "type": "string",
      "description": "Medium"
    }
  },
  "required": [
  ]
}

In the Integration section, choose POST option in the Method field
In the URL field, enter the following link:

https://yourcompany--sandbox.sandbox.my.salesforce.com/services/data/v65.0/sobjects/Case/

Click Add Authorization:

In Authorization section, choose the option 0Auth and provide the following details:
1. Client ID
2. Client Secret
3. 0Auth Endpoint URL

For the 0Auth Endpoint URL, use the following link:

https://yourcompany--sandbox.sandbox.my.salesforce.com/services/oauth2/token