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Connect Salesforce with Topcalls AI voice agents

29 actions · 9 triggers · Last verified July 1, 2026

The short answer

Salesforce is the enterprise CRM standard for accounts, contacts, leads, cases, and campaigns. Paired with Topcalls, an AI voice agent can create Salesforce Leads and Cases during a live call, add contacts to running Campaigns, and dial back the moment a Field History Event flags a change worth calling about.

What you can automate with Salesforce

Open a Case as soon as a caller reports an issue

When a customer describes a problem on the phone, Topcalls uses Salesforce's Create Case action to open the record with the right subject, description, priority, and Contact reference. The AI voice agent selects a case reason from the picklist and routes the case to the assigned queue in one step.

Add every qualified caller to a running campaign

The Add Contact to Campaign and Add Lead to Campaign actions place a Salesforce contact or lead into a specific Campaign with the correct Member Status. Topcalls invokes them immediately after a qualification call, so nurture cadences and Campaign reports include every number Topcalls actually spoke to.

React when a tracked field changes

The New Field History Event trigger fires whenever a monitored field updates on an object like Opportunity or Account. Topcalls listens for the change and places an outbound follow-up call within seconds, so a Stage moving to Negotiation reaches a live voice while the rep is still hot.

Attach the call recording to a Case or Contact

The Add File to Record action stores the Topcalls recording and transcript as a Salesforce File linked to the exact Case, Contact, or Lead. Support agents reviewing the timeline see the full audio and text in Chatter without switching tools or asking the caller to repeat themselves.

Route new cases in a queue to a live call

The New Case in Queue trigger fires when a Salesforce Case lands in a specified queue such as Priority Support. Topcalls consumes the event and calls the case Contact within moments, reading a short apology script and offering to route the caller straight to a human tier if needed.

Salesforce actions

What your AI voice agent can do in Salesforce during and after a call.

Add Contact to Campaign

Add a contact to a campaign.

Add File to Record

Uploads a file and attaches it to an existing record.

Add Lead to Campaign

Adds an existing lead to an existing campaign.

Create Attachment (Legacy)

Creates a legacy Attachment record. Salesforce recommends using "Add File to Record" for modern apps.

Create Case

Creates a Case, which represents a customer issue or problem.

Create Contact

Creates a new contact record.

Create Lead

Creates a new lead.

Create Object (Advanced)

Create new object

Create Note

Creates a note and attaches it to a record.

Create Opportunity

Creates a new opportunity.

Create Record

Create a record of a given object.

Create Task

Creates a new task.

Delete Opportunity

Deletes an opportunity.

Delete Record

Deletes an existing record in an object.

Export Report

Export a Salesforce report as an Excel file.

Find Child Records

Finds child records related to a parent record.

Find Record

Finds a record by a field value.

Find Records by Query (Advanced)

Finds records in an object using a SOQL WHERE clause.

Get Record Attachments

Get all attachments (both classic and modern Files) for a record.

Run Report

Execute a Salesforce analytics report and return the results as easy-to-use rows.

Run Query (Advanced)

Run a salesforce query

Send Email

Sends an email to a Contact or Lead by creating an EmailMessage record.

Update Contact

Update an existing contact.

Update Lead

Update an existing lead.

Update Object (Advanced)

Update object by Id

Update Record

Updates an existing record.

Bulk Upsert (Advanced)

Bulk upsert a record by external id

Batch Upsert (Advanced)

Batch upsert a record by external id

Custom API Call

Call any Salesforce REST API endpoint directly from your workflow.

Salesforce triggers

Events in Salesforce that can start a Topcalls call automatically.

New Case Attachment

Fires when a new Attachment or File is added to any Case record.

New Case in Queue

Triggers when a new Case record is assigned to a specified queue.

New Contact

Fires when a new Contact record is created in Salesforce.

New Field History Event

Fires when a tracked field is updated on a specified object.

New Lead

Fires when a new Lead record is created in Salesforce.

New Outbound Message

Fires when a new outbound message is received from Salesforce.

New Record

Triggers when there is new record

New or Updated File

Fires when a file (ContentDocument) is created or updated. Does not fire for classic Attachments or Notes.

New or Updated Record

Triggers when there is new or updated record

Frequently asked questions

Can Topcalls open a Salesforce Case during a support call?

Yes. Topcalls uses Create Case to open a Salesforce Case with subject, description, priority, and Contact ID captured from the conversation. The AI voice agent picks the case reason from the picklist and assigns the correct queue before the caller finishes explaining the issue.

Does Topcalls create Salesforce Leads from inbound calls?

Yes. Topcalls maps caller details to Salesforce's Lead object using Create Lead, including company, title, source, and rating. The AI voice agent captures each field during natural conversation in any of 32 languages, then writes the Lead before the call ends.

Can Topcalls react to Salesforce field changes?

Yes. The New Field History Event trigger fires when a tracked field updates on a supported Salesforce object. Topcalls consumes the event and places an outbound call using the phone number stored on the parent record, staying under sub-500ms response latency once the caller answers.

Are call recordings stored inside Salesforce or in Topcalls?

Both. Topcalls keeps every recording and transcript inside the platform, and the Add File to Record action posts a copy to the linked Case, Contact, or Lead as a Salesforce File. Retention policies apply independently on both sides so audit teams can find recordings wherever they look.

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