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The agent
The system

Make Zendesk AI act in Salesforce — safely

Zendesk AI fields the conversation; Upware carries the resolution into Salesforce — case updates, refunds, and account changes executed deterministically, with every write attributed, policy-bounded, and auditable.

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Governed by policy & RBAC Full audit trail Outbound-only on-prem bridge No rip-and-replace
The gap

Zendesk AI stops at the Salesforce boundary

Zendesk AI handles the conversation, but the real resolution — a refund, an account change, an order update — happens in systems it doesn't own.

Three ways to close it

Only one is governed

Zendesk AI alone
Acts in SalesforceNo
Governedn/a
Auditedn/a
Custom API glue
Acts in SalesforceSort of
GovernedYou build it
AuditedYou build it
Zendesk AI + Upware
Acts in SalesforceYes
GovernedPolicy + RBAC
AuditedEvery action
In practice

From support ticket to Salesforce case, governed

A customer contacts support about a billing dispute on a recently upgraded enterprise contract. Zendesk AI reads the account history, confirms the overage, and decides a credit should be issued — but that write touches a SOX-relevant revenue object in Salesforce. Upware intercepts the action request, checks it against the approved policy for credit issuance, replays the exact Salesforce interaction it learned from a recorded workflow, and logs the outcome with a full audit trail: who triggered it, what changed, and when. The Zendesk AI never touches Salesforce directly; it issues an intent, and Upware executes it under RBAC with no API glue code written by hand.

The harness

AI to learn. Deterministic to execute.

Upware learns the process once and encodes it as a mostly-deterministic workflow: system interactions replay exactly, and any LLM steps are wrapped in policy, verification, and audit — so execution stays governed and drift-proof.

O
Observe & Learn
Records the real workflow once, across every system it touches.
G
Generate
Builds the API, data flow, and logic automatically — no integration project.
E
Encapsulate
Wraps it as a governed AI skill over secure MCP or API.
R
Run
Executes deterministically — RBAC, audit, and scale built in.
FAQ

Common questions

Salesforce has its own APIs — why does Upware need to learn the workflow instead of just calling them?
Salesforce's REST APIs cover standard objects well, but many enterprise orgs run heavily customized Flows, validation rules, and approval processes that must be triggered in sequence to stay compliant. Upware records how your team actually executes actions in Salesforce — including the exact order of clicks and confirmations — so the replay matches your governance requirements, not just the raw API surface. This matters especially for SOX-relevant objects where a direct API write that skips an approval step could create an audit finding.
How do we make sure Zendesk AI can't make unauthorized writes to revenue or forecast data in Salesforce?
Upware wraps every Salesforce action as a governed AI skill with explicit RBAC and a policy layer. You define which actions are permitted, for which roles, under what conditions — and Upware enforces that at execution time, not just at prompt time. If Zendesk AI requests an action outside the approved policy, Upware rejects it and logs the attempt. Every write that does execute is attributable to a specific agent invocation, reversible within your rollback policy, and written to an audit trail you control.
Our Salesforce instance includes legacy customizations with no documented API. Can Upware still learn those workflows?
Yes. Upware's learning phase works from the desktop: it records UI events, screen state, and network traffic, so it can encapsulate workflows in systems that have no published API at all. If your team currently handles a Salesforce task by navigating through a custom Lightning component or a Classic screen, Upware can learn that path and replay it deterministically. The on-prem bridge keeps the recording and execution within your network perimeter, so no screen data or credentials leave your environment.

Connect Zendesk AI to Salesforce

See a governed action go from recorded workflow to live in days.

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