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🔗 IrisCX for Salesforce: High-Level Overview

Live visual customer support inside Salesforce—start IrisCX sessions from records, resolve issues faster, and capture session insights without leaving your CRM.

What Is IrisCX for Salesforce?

IrisCX for Salesforce brings live, visual customer support directly into your Salesforce workflow. It allows teams to start secure IrisCX sessions from Salesforce records, instantly connecting Experts and customers without switching tools or breaking context.

The integration is designed for organizations that want to resolve issues faster, reduce repeat visits, and capture richer service insights — all while keeping Salesforce as the system of record.

 

Why Teams Use IrisCX with Salesforce

Resolve Issues Faster

Launch IrisCX sessions directly from Salesforce records to connect technicians and customers in real time. Visual guidance helps identify problems quickly and reduces back-and-forth communication.

Keep Workflows in One Place

Everything happens inside Salesforce:

  • Sessions are started from records

  • Session data is automatically saved

  • Summaries live alongside customer and case information

No extra tabs. No manual logging.

salesforce-case

Improve First-Visit Resolution

By seeing what the customer sees, technicians can:

  • Diagnose issues accurately

  • Provide clearer guidance

  • Avoid unnecessary follow-ups or site visits

This leads to higher first-visit resolution and lower operational costs.

Create a Better Customer Experience

Customers don’t need to download an app or create an account. They receive a simple SMS link and join instantly, making the experience:

  • Fast

  • Frictionless

  • Easy to understand

Capture Rich Session Insights

Every IrisCX session populates a Salesforce record that can include:

  • Session summaries

  • Screenshots

  • Video recording previews

  • Speaking time and metadata

This gives teams valuable context for quality assurance, training, and continuous improvement.

salesforce-visual-summary

Flexible Across Salesforce Objects

IrisCX can be used across:

  • Contacts

  • Leads

  • Cases

  • Work Orders

  • Custom objects

This makes it adaptable for sales, service, field operations, and support teams alike.

Typical Use Cases

  • Customer Support: Visually troubleshoot issues during live cases

  • Field Services: Prepare technicians before on-site visits

  • Energy & Utilities: Verify installations or audits remotely

  • Sales & Onboarding: Walk customers through sales and setup 

How It Fits Into Your Tech Stack

IrisCX enhances Salesforce rather than replacing existing processes. Salesforce remains the system of record, while IrisCX adds a visual engagement layer that improves understanding, speed, and outcomes.