Customers rarely fill in the right form field. They send an email, use a generic contact form, or reply to an old ticket. Underneath the words is a clear job to be done: cancel, complain, file a claim, ask for a refund. Your AI reads that intent and sets a field. Plauti reads the field and routes the case to the right Salesforce queue.
Customers rarely fill in the "perfect" form field. They send an email, use a generic contact form, or reply to an old ticket. Underneath the words is a clear job to be done, and a customer who is in a hurry: cancel, complain, file a claim, ask for a refund.
But Salesforce needs a structured intent field to route reliably. Your own AI, or AI run through Plauti's field automation, reads that intent and sets it as a field. Plauti reads the field and routes the case to the right team.
A queue sorted by channel or product can't see what the customer actually wants. Reading the case text can.
Every case looks like a routine support ticket until someone actually reads it.
"I want to cancel my policy at the end of this month and know if I'll get any refund." A picklist tags this as "Policy question." Your AI reads it as something more specific, and routes it straight to the retention team instead of a generic inbox.
Your AI reads the incoming message and sets an intent field. Plauti reads that field and routes the case to the right team, without channel-by-channel rules to maintain.
Your AI, run on its own or through Plauti's field automation, reads incoming messages and sets an intent field, for example "Cancellation," "Complaint," "Claim," "Refund," or "Upgrade," along with a sub-intent such as "Refund inquiry" or "Billing error." You control which values are valid in Salesforce and how they map to your internal process.
Plauti reads that intent field and routes the case: cancellations to the retention team, complaints to a dedicated complaints team with its own SLAs, claims to claims processing instead of general support, and upgrade or upsell intent to sales or customer success. In the refund example above, Plauti moves the case straight to the retention team that can handle the refund question and try to keep the customer.
Because intent lives in a clear field, customer success can report on the volume of cancellations, complaints, and claims. You can test a routing change for one intent without touching every channel, QA can check whether the AI's intent matches reality, and customers stop repeating the same story to five different teams.
Plauti stays the single routing engine across channels and objects. Add a new channel and it routes through the same intent fields and rules as every other channel, instead of a new set of workarounds. Every rule lives in Salesforce configuration you can see and edit.
The same intent field pays off differently for each team that touches a case.
Intent, not channel-specific workarounds, drives the routing rules.
Cases reach the team built to handle them, not the team that happened to own the queue.
Their actual goal gets recognized faster, without extra forms.
Start with a simple text-classification model, then move to a more advanced one later. Plauti doesn't need to change: you keep the same intent fields and routing logic, test new models in the background, and add new intents over time without rewriting assignment flows. Routing stays stable while intent recognition gets smarter.
See how your AI and Plauti turn free-text messages into cases that reach the right team in Salesforce, every time.