Marketplace reviewZendesk
Governed agentic AI, grounded in Salesforce
The most capable AI agent for your helpdesk. Grounded in your Salesforce data.
Aide connects your Salesforce to the helpdesk you already run, so every conversation starts with the customer known: the contact, the account, the fields that matter. It answers with that context, never writes to Salesforce, and your team decides, intent by intent, whether it drafts or resolves.Powered by the Agent Governance Engine: you preview Aide's drafts on your real conversations before an intent goes live, and Aide acts only within the rules your team sets. The rest goes to your team.Every intent, grounded in your Salesforce data
Plan & entitlementsChange requestsRenewals & ownersPriority accountsNo repeated questionsYour customer's languageSensitive threadsPlan questionsPlan & entitlementsChange requestsRenewals & ownersPriority accountsNo repeated questionsYour customer's languageSensitive threadsPlan questionsPlan & entitlementsChange requestsRenewals & ownersPriority accountsNo repeated questionsYour customer's languageSensitive threadsPlan questions
Entitlement checksOwner lookupsVIP escalationOnboarding questionsChange-request handoffsAuto-tagging & routingBacklog triageEntitlement checksOwner lookupsVIP escalationOnboarding questionsChange-request handoffsAuto-tagging & routingBacklog triageEntitlement checksOwner lookupsVIP escalationOnboarding questionsChange-request handoffsAuto-tagging & routingBacklog triage
5 min
Salesforce refresh
Contacts, and Leads and Accounts if you want them, kept in sync
20
Fields the AI reads
The first 20 you switch on, in your order, so the conversation stays in view
Read-only
Access to Salesforce
Aide reads the fields you choose and never writes to Salesforce
Trusted by customers on
Marketplace reviewZendesk
Wicked ClothesShopify
AI agents on your CRM data
Built for the questions only your CRM can answer
Plan entitlements, account owners, renewal timing, account tier: Aide answers with the record in view and hands the rest to your team with it attached. Instant, in the customer's language, inside the rules you set.
What this customer is entitled to lives in Salesforce, so Aide checks the plan before it commits to anything. Nobody gets walked through a feature they do not have, and nobody gets told to upgrade for one they do.
Customer
Can we turn on SSO for our team? We need it before our security review next week.
Aide
Yes. SSO is included in your Enterprise plan, so there is nothing to upgrade. Here is the setup guide for your identity provider; most teams finish in under an hour. If your review needs our security overview, I can send that too.
✓Plan read from Salesforce · Entitlement confirmed
Billing contacts leave, offices move, phone numbers change. Aide never writes to Salesforce, so it confirms the request, matches it to the right record, and hands it to your team to make the change.
Customer
Our billing contact left the company. Can you send invoices to accounts@meridianlabs.com from now on?
Aide
Thanks for letting us know. I have passed this to our team with your account attached, so they can switch your billing contact to accounts@meridianlabs.com. They will confirm here once it is done.
✓Contact matched in Salesforce · Account: Meridian Labs · Handed to your team
Renewal and expansion conversations belong with the owner in Salesforce. Aide reads who that is, hands the conversation to your team with the context attached, and gives the customer a real answer instead of a holding pattern.
Customer
We want to discuss our renewal and possibly adding seats. Who do we talk to?
Aide
Dana Whitfield manages your account. I have passed your seat question to our team with your account details attached, so Dana can pick it up. Your renewal is on March 1, so there is time.
✓Owner read from Salesforce · Handed off with context
Account tier lives in Salesforce, so Aide knows which conversations carry weight the moment they arrive. Your biggest customers get the handling you promised them, without anyone checking a spreadsheet first.
Customer
Checkout on our portal is failing and we're mid-campaign. We need help now.
Aide
Escalated. I have handed this to our team as urgent, with your account's support tier, your account details, and the error attached, so nobody has to ask you for them again.
✓Account tier read from Salesforce · Escalated with context
The customer is already known, so a returning issue is met with recognition, not a questionnaire. Aide picks up where the last conversation ended and escalates with the full picture attached.
Customer
It's the same issue we reported in March. Do you need all the details again?
Aide
No need. I can see your March conversation about this. I have passed it to our team with that history attached, so you will not have to explain anything twice.
✓Customer matched · Prior conversation found · Escalated with context
Aide detects the language a customer writes in and answers in it. For topics your team reviews, it drafts in the customer's language, so your team can reply to customers who write in other languages.
Customer
登録している電話番号を新しい番号に更新していただけますか？ 03-5555-0142 です。
Aide
かしこまりました。お電話番号を 03-5555-0142 に更新するよう、担当チームに依頼いたしました。更新が完了しましたら、こちらでお知らせいたします。
✓Language detected: Japanese · Contact matched in Salesforce · Handed to your team
Renewal risk, pricing pressure, an unhappy champion: the conversations that need a person still start with the reply already written, grounded in the account record. Your team reviews, edits, and sends.
Customer
Honestly, we're evaluating alternatives before renewal. What can you do on pricing?
Aide draft
Thanks for the honesty, that helps us help you. Dana Whitfield, your account manager, is putting together options ahead of your March 1 renewal, including a plan review based on how your team actually uses the product. She will be in touch today; nothing renews without your sign-off.
✓Draft grounded in the account record · Reviewed and sent by your team
Aide is the AI platform for customer service: B2B SaaS, financial services, e-commerce, and services. Its customer service automation is pre-approved by your team, previewed on your real conversations, and deployed one intent at a time, at the AI level you choose: AI Agent, Drafts, or None.
Customer
Can we turn on SSO for our team? We need it before our security review next week.
Aide
Yes. SSO is included in your Enterprise plan, so there is nothing to upgrade. Here is the setup guide for your identity provider; most teams finish in under an hour. If your review needs our security overview, I can send that too.
✓Plan read from Salesforce · Entitlement confirmed
Runs on your Salesforce data
Every conversation knows who it is talking to
Aide matches the sender to the contact, account, or lead in Salesforce, and reads the fields you choose before it writes a word. Only verified matches reach the AI, and Aide never writes back to Salesforce.
The customer, recognized
Matched by helpdesk or email sender, a signed-in widget visitor's user ID, or WhatsApp number. A Contact wins over an Account, and an Account over a Lead.Your custom fields, read
Pick any field on Contacts, Leads, and Accounts, including your custom ones, and switch on the ones the AI may read.Context beside the conversation
A Salesforce section beside each conversation shows the record, a link to open it in Salesforce, and the fields you picked.Refreshed every 5 minutes
Aide keeps a copy of the records you sync, so the context is current when a conversation arrives.No repeated questions
The record is already on hand, so customers never restate who they are or what they run.+ dozens more
Plan-aware answers, tier-based handling, owner-aware handoffs: what your CRM data unlocks in support.Drafts
AI drafts responses. Your team hits send.
Not ready to let AI talk to your customers? Don't. The reply is already written when your agent opens the conversation: complete, on policy, grounded in the account record. They review, hit send, and move to the next one. Nothing reaches a customer without a person deciding it should.
Aide detects the language each customer writes in and drafts in it, so your team can answer customers who write in other languages with a reply that is ready to review.
This is why teams choose Aide over AI you can only turn on or off: your team gets the speed on day one, at zero risk to your customers. And Aide learns your team's style from the replies they actually send.
When an intent's drafts stop needing edits, you have the evidence to move it to AI Agent. That is the pathway, and your team controls every step of it.
Customer
Our IT team needs two answers before the security review: where is our data hosted, and can we enforce SSO?
Aide draft · Only your team sees this
Both are quick answers. Your data is hosted in your contracted region, and SSO enforcement is included in your plan and already enabled for your team. I have attached the security overview your IT team will want for the review.
Draft grounded in: the account record + plan entitlements + your security docsEdit draftSend replyYour agent decides
Getting started
Works with the helpdesk you already run
Aide reads the conversation in your helpdesk, grounds it in Salesforce, and goes to work. No migration, no replatforming, no change to how your team works.
Full account context, human copilot drafts on every ticket, and end-to-end resolution.
Drafts in the composer and account context in the shared inbox, resolutions closed end to end.
Drafts in the Aide card or as internal notes, and replies on chat and email once an inbox is live.
Search knowledge, read conversations, and act from a Claude chat.
Scenario conditions
It checks the facts before it acts
Every automation runs behind conditions your team sets, evaluated against the Salesforce record, your connected systems, and the conversation itself. When the conditions are not met, Aide does not act, and it never writes to Salesforce.
Account on record
Whether the sender matches a known account and contact, checked before Aide responds.Plan & entitlements
What this customer's plan includes, checked before Aide commits to anything.Lifecycle stage
Onboarding, active, or at renewal: automation set per stage.Account owner
The AE or CSM on the record, used to decide when a conversation goes to your team.Account tier
Enterprise and VIP accounts get the handling you define for them.Your custom fields
Any synced field on Contacts, Leads, and Accounts, usable as a condition for any automation.Helpdesk tags & fields
Your existing ticket data gates when Aide may act.Combined your way
Conditions sit in and-groups inside or-groups, each with is or is not, so one scenario gates exactly the conversations you mean.The Agent Governance Engine
Turn on AI for one thing at a time. Not an all-or-nothing switch.
Most AI can read your data or act on it, with nothing in between. Aide gives you a dial per intent: AI Agent, Drafts, or None, and it only ever reads Salesforce. Each intent graduates when your team promotes it, not before.
Test before you deploy
Preview Aide's drafts on your real conversations from the last 28 days. Nothing goes live until your team approves it.Three levels per intent
The Gradual Automation Pathway: AI Agent, Drafts, or None. New intents start at Drafts, and you promote them as they prove out.Audit every action
The Action Trace records what Aide did and why on every conversation: the intent, the procedure, the Salesforce fields it read.Improve continuously
The Continuous Learning Engine suggests new intents from unmatched messages and finds knowledge gaps every week, checked against your help center.Frequently asked questions
It gives Aide your customer context from Salesforce. Aide keeps a copy of your Contacts, with their account's fields, and Leads and business Accounts if you want them, refreshed every 5 minutes. When a conversation comes in, Aide finds the customer's record, shows it beside the conversation, and lets the AI read the fields you choose.
No. The integration is read-only: Aide never writes to Salesforce. When a customer asks for a change to their record, Aide hands the request to your team with the record attached.
In your helpdesk. Aide runs inside Zendesk, Front, or Gorgias, or in Aide's own inbox, and uses Salesforce as the source of customer context behind it. Your team's workflow does not move.
Any field on Contacts (including their account's fields), Leads, and Accounts, with no limit on how many you sync. Each synced field has its own switch for whether the AI can read it; the AI reads the first 20 switched-on fields, in your order. Name, email, and phone always sync, since they are how Aide finds the customer.
It does not act. Aide operates only on the intents and actions your team has approved, behind conditions checked against the Salesforce record. Everything else is escalated to your team with the customer context and Aide's reasoning attached, and every action it does take is recorded in the Action Trace. That is what governed AI on your Salesforce data means: nothing unapproved, everything on the record.
The AI stops answering generically. Plans and entitlements are checked before it commits, top-tier accounts get the handling you define, renewal conversations reach the owner on the record, and customers never restate who they are. The same Salesforce customer context powers your agents through Aide's human agent assist on every conversation a person handles.
Most helpdesk AI is a switch: on for every customer, or off. Aide is a dial per intent. Each intent gets its own AI level, AI Agent, Drafts, or None, and you preview Aide's drafts on your real conversations from the last 28 days before it goes live. You expand automation intent by intent as each one earns it, and the Action Trace shows exactly what Aide did and why.
Yes. Aide detects the language a customer writes in and responds in it, on your policy. For intents your team reviews, it drafts in the customer's language, so your team can reply with a draft that is ready to check.
No. Aide runs with your helpdesk alone, and with Shopify or WooCommerce for e-commerce. Connecting Salesforce deepens the context on every conversation, so Aide can answer questions that depend on the plan, tier, or owner on the record.
Common in every stack: the subscription in a billing system, the record in an ERP, the history in a custom back office. Aide doesn't read those systems directly yet, so you keep those intents at human review: Aide drafts from what it knows, and your team completes and sends. Your own tools can work with Aide through its API and signed webhooks.
A Salesforce admin enters your Salesforce domain and approves Aide; sandboxes work too. You pick the fields to sync and the ones the AI may read. Then you start with your highest-volume, lowest-risk intent, preview Aide's drafts on your real conversations, and expand at your pace.
Start free with 150 AI replies a month and no card. Paid plans start at $39 a month with a 7-day free trial, and you pay for AI replies, not seats. See aide.app/pricing for every plan.
Trust and governance concepts
The governance behind an AI agent that reads your CRM, defined term by term.
Give your AI agent the full customer picture
Salesforce-grounded resolution inside the helpdesk you already run, governed by the rules you set and deployed at the pace you choose.