# New Live Chat Integration with Salesforce

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Authors name: [Alexander Teusz](/content/product-updates/author/alexander-teusz/index.html) December 15, 2021

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There are times when a user feels stuck in a conversation with a virtual agent or expresses a desire to speak with a human agent. In such a scenario, a reliable course of action is to seamlessly transition between a bot and a human agent. To leverage the incredible synergy between a [chatbot](/content/blog/chatbots-vs-conversational-ai/index.html) and a human agent, a lot of our customers are using our various agent [handover providers](https://docs.cognigy.com/ai/handover-providers/overview/#third-party-handover-providers) that enable them to create stellar conversational experiences with ease.

With our latest release v4.16, Cognigy’s native Salesforce Integration has been upgraded to allow you to swiftly transfer a user from the bot to a live agent in the [Salesforce Service Cloud](https://www.salesforce.com/eu/products/service-cloud/overview/) Console. By using the Handover Node and configuring the Handover settings, a [human agent handover](https://docs.cognigy.com/ai/tools/agent-handover/) can be established with just a few clicks, resulting in a seamless user experience.

Watch the video below to see how the new Salesforce Handover Provider makes it easier than ever to connect end-users with live agents.

Using Cognigy.AI's Native Handover Provider for Salesforce Service Cloud - YouTube

[Using Cognigy.AI's Native Handover Provider for Salesforce Service Cloud](https://www.youtube.com/watch?v=REqPyQ4Mw0M)

So, what’s needed for this integration?

- To get started, you need a [Cognigy.AI Trial Account](https://signup.cognigy.ai/?__hstc=91162309.4e9eac4eaf91ff30bf8532630b43ba2e.1634911894701.1639402231022.1639405594627.151&__hssc=91162309.3.1639405594627&__hsfp=1688364352) and [Salesforce Service Cloud License.](http://www.salesforce.com/eu/products/service-cloud/overview/)

If you want to delve deep and understand more about Integrating Live Chat Handover with Salesforce Service Cloud, visit the comprehensive [Help Center Article.](https://support.cognigy.com/hc/en-us/articles/360020749080-Salesforce-Service-Cloud-Integrate-Live-Chat-Handover)