Team
Shared credential for production and unattended runs.
Connect Salesforce Service Cloud with Hookshot™ and your stack
Salesforce Service Cloud is a customer service platform providing case management, knowledge base, omnichannel support, and service automation to deliver exceptional customer experiences
Tools and triggers
What Agents can do in Salesforce Service Cloud
Available tools and events after Salesforce Service Cloud is connected.
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Chasitor Sneak Peek
Send real-time typing indicator (sneak peek) to Live Agent during active chat session. Allows agents to see what visitors are typing before the message is sent. Requires an active Live Agent chat session with valid…
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Composite Batch
Tool to execute multiple independent REST subrequests in one batch call. Use when bundling up to 25 independent operations to minimize round trips. Subrequests cannot reference each other.
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Composite Request
Execute up to 25 dependent Salesforce REST subrequests in a single API call. Subrequests execute sequentially and can reference results from earlier requests using '@{referenceId.field}' syntax. Use this when…
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Composite SObject Tree
Create one or more nested sObject record trees in a single API call. Supports parent-child relationships up to 5 levels deep, with a maximum of 200 total records across all trees. Use this for bulk insertion of related…
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Create Case Record
Tool to create or upsert a Salesforce Case record. Use when you need to add a new Case or update via external ID.
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Delete Case Record
Tool to delete a Salesforce Case record. Use when you need to remove a case by its record ID.
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Describe SObject
Tool to retrieve metadata of any sObject. Use when you need to inspect field definitions, relationships, and supported features for objects like Account, Contact, Case, etc.
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Generate Request ID
Generate a UUIDv4 string to use as an Idempotency-Key header in Salesforce User Interface API requests. This prevents duplicate record creation when POST, PATCH, or DELETE requests are retried due to network failures…
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Generate Signed JWT Assertion
Tool to generate a signed JWT assertion for Salesforce JWT bearer OAuth flow. Use when you need to perform server-to-server authentication using a connected app’s certificate. Use before exchanging the assertion for an…
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Get Case Record
Retrieve a Salesforce Case record by its ID. Returns Case details including status, priority, subject, description, owner, and timestamps. Useful for: - Looking up Case details by ID - Checking Case status and priority…
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Get Chat Messages
Tool to long-poll for chat messages/events. Use after CreateChatSession to retrieve incoming chat events. Returns empty messages list when no new messages (HTTP 204). Call with ack from prior response to maintain…
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Get Live Agent API Version
Tool to retrieve current Live Agent API version. Use when initializing chat sessions to ensure subsequent calls target the correct REST API version.
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List Einstein Bots
Lists all Einstein Bot definitions in the Salesforce organization. This action queries the BotDefinition object using the Salesforce Tooling API to retrieve metadata about all Einstein Bots, including their IDs…
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Query All SOQL
Tool to execute a SOQL query including deleted and archived records. Use when you need to fetch all rows including soft-deleted data in Salesforce.
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Query SOQL
Tool to execute a SOQL query. Use when you need to retrieve records from Salesforce via SOQL.
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Reconnect Chat Session
Tool to reconnect a Live Agent chat session after the affinity token changes. Use this when you receive a 503 (Service Unavailable) response during chat operations, indicating the affinity token has changed and the…
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Resync Chasitor State
Resynchronizes the chat visitor's state after a session reconnection. This action is part of the Salesforce Live Agent chat session recovery workflow: 1. First, call ReconnectChatSession with the session_key and…
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Retrieve Salesforce Username
Tool to retrieve the Salesforce username. Use when you need the current authenticated user's username. Use after completing OAuth2 authentication.
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Send Custom Event
Send a custom event from a chat visitor to a Live Agent during an active chat session. Use this tool to trigger custom event handlers on the agent's side, enabling custom interactions beyond standard chat messages…
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Set Breadcrumb
Tool to set a breadcrumb URL for the visitor's current page. Use after a visitor navigates to a new page during an active chat session.
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Upload File to S3
Tool to upload a file to managed S3 storage. Use when you need to persist files externally.
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Visitor Sensitive Data Rule Triggered
Tool to trigger sensitive data rules for the chat visitor. Use after detecting sensitive content to apply visitor masking or handling rules.
Setup
Connect Salesforce Service Cloud in Hookshot™
Pick a scope, then confirm what can start a Protege and what it can do.
Trigger Access
What can start a Protege from this app.
Tool Access
What a Protege can do after it starts.
Connection scope
Prefer team for production.
Personal
Tied to one user—only when the workflow needs their account.
Chat
Team-scoped for supported chat surfaces.
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