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 account, the contact, the custom fields that matter. It resolves with that context, updates the records you approve, and your team decides, intent by intent, whether it drafts or resolves.Powered by the Agent Governance Engine: every intent is tested on your real conversations before it goes live, and Aide acts only when it is certain. The rest goes to your team.Every intent, grounded in your Salesforce data
Plan & entitlementsRecord updatesRenewals & ownersPriority accountsNo repeated questions100+ languagesSensitive threadsContact & address updatesPlan questionsPlan & entitlementsRecord updatesRenewals & ownersPriority accountsNo repeated questions100+ languagesSensitive threadsContact & address updatesPlan questionsPlan & entitlementsRecord updatesRenewals & ownersPriority accountsNo repeated questions100+ languagesSensitive threadsContact & address updatesPlan questions
Entitlement checksOwner lookupsVIP escalationOnboarding questionsInvoice routingRecord cleanupsAuto-tagging & routingBacklog triageEntitlement checksOwner lookupsVIP escalationOnboarding questionsInvoice routingRecord cleanupsAuto-tagging & routingBacklog triageEntitlement checksOwner lookupsVIP escalationOnboarding questionsInvoice routingRecord cleanupsAuto-tagging & routingBacklog triage
76%+
AI resolution rate
End-to-end resolution on paths pre-approved by your team
10x
Faster responses
Answers in seconds, day or night. No queue, no wait
100+
Languages, resolved natively
Customers answered in their own language, on your policy
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, record updates: Aide resolves with the account in view and updates it when the answer changes it. 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 writes the correction to the fields your team has approved, confirms it in the same thread, and touches nothing else on the record.
Customer
Our billing contact left the company. Can you send invoices to accounts@meridianlabs.com from now on?
Aide
Done. Your billing contact is updated to accounts@meridianlabs.com, effective immediately: the change is on your account record and your next invoice will go there. Nothing else on the account was touched.
✓Billing contact updated in Salesforce · Account: Meridian Labs
Renewal and expansion conversations belong with the owner in Salesforce. Aide reads who that is, loops them in 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, and I have looped her into this thread with your seat question attached. Your renewal processes on March 1, so there is time; Dana will reach out today.
✓Owner read from Salesforce · AE looped in 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. Your account's support tier puts this at the front of the queue: an engineer is on it now with your account details and the error attached, and your CSM has been notified. You will have a status update within 30 minutes.
✓Account tier read from Salesforce · Priority escalation · CSM notified
The history is on the record, 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 have your March report: same integration, same error signature. I have reopened the investigation with the full history attached, so you will not have to explain anything twice.
✓Account history read · Prior report linked · Escalated with context
Aide detects the language a customer writes in and resolves in it, fluently and on policy, across more than 100 languages. Record updates included: the field changes in Salesforce no matter what language the request arrived in.
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 に更新いたしました。アカウント記録にも反映済みです。他に変更が必要な情報はございますか？
✓Language detected: Japanese · Phone number updated in Salesforce
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 a governed agentic AI platform for customer experience: B2B SaaS, financial services, e-commerce, and services. Its customer service automation is pre-approved by your team, tested on your real conversations, and deployed one intent at a time, at the automation level you choose: none, human-in-the-loop, or fully agentic.
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 account and contact in Salesforce, and reads the fields you choose before it writes a word. Two-way: what customers tell you flows back to the records you approve.
The account, recognized
Company, plan, lifecycle stage, and owner, matched to the conversation automatically.Your custom fields, read
The fields and objects specific to your Salesforce org, so context matches how your business actually works.Context in your helpdesk
Salesforce data surfaces in Zendesk, Front, or Gorgias: real-time agent assist for your team, grounding for the AI.Records, kept current
Contact details, addresses, and the fields you choose, updated from what customers actually say.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 loop-ins: what your CRM data unlocks in support.Human in the loop
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.
The draft arrives in the customer's language, whichever of 100+ languages that is. An agent who has never spoken Japanese sends a fluent, on-policy reply to Tokyo, and every market you serve gets the same quality of support as your home market.
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 every edit your agents make teaches the system what good looks like.
When an intent's drafts stop needing edits, you have the evidence to promote it to fully agentic. 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.
Replies, drafts as internal comments, and full resolutions, right on the ticket.
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 a field you have not approved.
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, looped in when the conversation calls for it.Account tier
Enterprise and VIP accounts get the handling you define for them.Your custom fields
The fields and objects specific to your org, read as conditions for any automation.Helpdesk tags & fields
Your existing ticket data gates when Aide may act.+ hundreds more
Conditions from your integrations and data sources, ready to gate any automation.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: none, drafts with human review, or fully agentic, and it writes to Salesforce only within the bounds you approve. Each intent graduates when your team promotes it, not before.
Test before you deploy
Watch Aide work on your real past conversations in the Agent Simulator. Nothing goes live until your team approves it.Three levels per intent
The Gradual Automation Pathway: none, human-in-the-loop, or fully agentic. Start with drafts on day one and promote intents as they prove out.Audit every action
The Action Trace records what Aide did and why on every conversation: the intent, the procedure, the exact field it read or changed in Salesforce.Improve continuously
Every correction your team makes sharpens the system. The Continuous Learning Engine makes month six measurably better than month one.Frequently asked questions
It is a two-way connection to your CRM. Aide reads the account, contact, and custom fields you choose, so the AI and your agents resolve every conversation with the full customer picture, and it updates the records you allow, so Salesforce stays current with what customers actually tell you. Context flows into your helpdesk; corrections flow back to the CRM.
Yes, within the bounds you set. You choose which fields Aide may update and on which intents: contact details, addresses, the custom fields your workflows rely on. Every write runs behind your scenario conditions, and the Action Trace records exactly what changed and why. Fields you have not approved stay read-only.
In your helpdesk. Aide runs inside Zendesk, Front, or Gorgias, and uses Salesforce as the data plane behind it: the source of customer context, and the system of record it keeps current. Your team's workflow does not move.
Standard account and contact fields, plus the custom fields and objects in your Salesforce org. Reading and writing are scoped separately: our team helps you map the fields that matter for context, and you decide field by field what Aide may update.
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 automation level, none, human-in-the-loop, or fully agentic, and is tested on your real past conversations in the Agent Simulator 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, more than 100 of them. Aide is multilingual conversational AI by design: it detects the language a customer writes in and responds in it, fluently and on your policy. Record updates work the same way: the field changes in Salesforce no matter what language the request arrived in.
No. Aide runs with your helpdesk alone, and with Shopify or WooCommerce for e-commerce. Connecting Salesforce deepens the context on every conversation and unlocks record updates, which is why CRM-connected teams see Aide resolve conversations a context-blind agent cannot touch.
Common in every stack: the subscription in a billing system, the record in an ERP, the history in a custom back office. Aide connects to those via API or MCP, so answers reflect what your systems actually know. Until a connection is live, you keep those intents at human review: Aide drafts from what it knows, and your team completes and sends.
Most teams connect Salesforce alongside their helpdesk in a day: our team helps you map the fields that matter and scope what Aide may update. You start with your highest-volume, lowest-risk intent, watch Aide handle it in the Agent Simulator, and expand at your pace.
Get a demo for pricing.
Trust and governance concepts
The governance behind an AI agent that reads and updates 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.