Resolve for Salesforce
An answer that is correct in general can be wrong for this account's entitlement, and that reads to a customer like a hallucination. The Salesforce integration exists so Reva knows who it is talking to, their tier, their entitlement, their account value, before it answers.
What the Salesforce integration does
- Reads account and contact context: tier, plan, entitlement, renewal, and open opportunities.
- Logs support activity back to Salesforce so sales sees the full relationship.
- Keeps Salesforce as your system of record while Resolve runs the support.
What Reva does with your Salesforce data
- Entitlement-aware answers. Reva checks the account's plan before quoting what is or is not included, so it does not promise a feature this tier lacks.
- Value-aware caution. High-value and enterprise accounts are held to a stricter confidence bar before Reva auto-sends, and borderline cases escalate.
- Context on the decision card. When a human is needed, the card carries the account tier and history so the agent is not starting cold.
One design principle runs through every integration: ground or refuse. Reva only acts on data it actually retrieved, business math is computed in code rather than written by the model, and anything risky, moving money, changing an account, an angry customer, routes to a human decision card instead of an autonomous action.
Setup, in plain language
- Go to Settings, then Integrations, and connect Salesforce with a single sign-in.
- Choose which objects and fields Reva may read, and whether to log activity back.
- Reva starts enriching tickets with account context right away.
A real use case
An enterprise customer asks whether a premium feature is included. Reva reads their Salesforce entitlement, sees the feature is not on their plan, and rather than a generic yes, it explains what their tier includes and offers the upgrade path, then logs the interaction to the account so the account team can follow up. A correct-for-this-account answer, not a generic one.
Frequently asked
Does Resolve replace Salesforce?
No. Salesforce stays your CRM and system of record. Resolve reads context from it and logs support activity back, while running the support itself.
How does account value change Reva behavior?
Higher-value accounts are held to a stricter confidence threshold before auto-send, so borderline answers escalate to a human instead of being sent.
Can Reva promise features based on the plan?
It checks entitlement first. Reva answers against the account's actual plan, so it does not commit to something the tier does not include.