How to manage Salesforce cases with Ringover?

Turn customer conversations into actionable Salesforce Cases with Ringover. 

Instead of manually creating Cases  you can automate Case creation and updates with every customer interaction.

With Ringover and Salesforce working together, your teams can keep customer issues, requests, and follow-ups connected to the conversations that triggered them. This helps reduce manual data entry, improve response times, and make sure important customer interactions are not lost between your phone system and CRM.

1. Activate the Ringover + Salesforce integration

Before you can automate Salesforce Cases, you must first connect Ringover to Salesforce.

Follow our dedicated guide: How to link Ringover with Salesforce .

Once the integration is active, return to the Salesforce integration settings in the Ringover Dashboard to configure how Ringover activity should interact with Salesforce.

2. Configure Salesforce Case automation

Once Salesforce is connected, you can configure Ringover to use communication events as triggers for Salesforce Case workflows.

In the example above, we're creating a new Case for every answered call made by the Ringover agent using this integration. Any subsequent missed calls are then added to the same Case, updating its status as 'Working'.
 

3. Create Salesforce Cases automatically

Depending on your configuration, Ringover can use the following events to create or update Cases:

• Phone calls — incoming and outgoing calls.
• SMS messages — incoming and outgoing SMS conversations.
• WhatsApp messages — customer conversations handled through WhatsApp.
• Meeting summaries — AI-generated summaries of video meetings using Ringover Empower.

3. Create Salesforce Cases automatically

Ringover can help your team turn relevant customer interactions into Salesforce Cases automatically.

For example, you can define a workflow where a specific type of call, message, or meeting outcome triggers the creation of a new Case in Salesforce. The Case can then contain the relevant customer context and information generated from the Ringover interaction.

This is particularly useful for customer-service teams that receive support requests by phone or messaging channels and want every actionable request to be tracked in Salesforce without relying on agents to create Cases manually.

4. Update existing Salesforce Cases automatically

Ringover can also be used to keep an existing Salesforce Case up to date as the customer conversation continues.

Instead of creating a new Case every time the customer contacts your team, Ringover can associate the new interaction with the relevant Salesforce Case and update it according to your configured workflow.

This allows your Salesforce Case to become a single source of truth for the customer issue, while the underlying communication history remains connected to the Case.

• Phone call: add the call activity and relevant information to the Case.
• SMS: keep the Case updated when the customer continues the conversation by text message.
• WhatsApp: add WhatsApp interactions to the relevant customer-service workflow.
• Empower meeting summary: use the AI-generated summary of a video meeting to enrich the Case with the latest customer discussion and follow-up information.

7. Example workflow

Here is a typical customer-service workflow using Ringover and Salesforce:

1. A customer contacts your support team through a phone call.
2. Ringover identifies the customer and logs the interaction in Salesforce.
3. The configured workflow checks whether an existing Case should be updated or a new Case should be created.
4. The Case is created or updated with the relevant Ringover activity.
5. The customer continues the conversation by SMS or WhatsApp.
6. Further interactions are added to the relevant Case according to your configuration.
7. If the issue is discussed during a video meeting, Empower can generate a meeting summary that can further enrich the Case.

8. Best practices

To get the most out of Case automation, define clear rules for when an interaction should create a new Case and when it should update an existing one.

• Avoid creating duplicate Cases for the same customer issue.
• Define which call and message events should trigger Case workflows.
• Make sure Ringover users are correctly linked to their Salesforce users.
• Give the relevant Salesforce users the permissions required to access and update Cases.
• If you use Empower, make sure meeting summaries are enabled before relying on them in your Case workflow.

🎉 Your Ringover and Salesforce Case workflow is ready to help your team turn customer conversations into actionable Cases.