Features reference

Ortoo features

Everything Ortoo does inside Salesforce, in one place. Ortoo Orchestrator runs your work end to end, with Q-assign for routing and Email-to-Anything for email intake. AI is used where it helps, and your rules stay in control.

4 products·20 categories·78 features

Ortoo Orchestrator

The system that runs your existing flows, routing, AI steps, and integrations as one workflow, end to end in Salesforce.

View Ortoo Orchestrator

Building blocks

Core Tools libraryaround 30 pre-built Function Definitions ship ready to use.
Your own and partner toolsextend the library with SI-built tools and ISV apps.
Agent Builder Studioan intuitive point-and-click tool to create, test, and monitor agents in real time.

Build

Compose from reusable functionsbuild an agent or workflow by combining pre-built Function Definitions from the Core Tools library or create and use your own.
Agent-to-agent workflowschain agents so one agent's output becomes the next agent's input inside a single process.
Bring your own modelconnect any LLM provider through your own API key, chosen per step. Any step can instead run fixed rules with no AI.
Controlled inputs and outputsset the exact fields each step accepts and returns, so data passed between steps is validated, not free-form.
No-code within boundariesbuild and change agents and workflows point-and-click, according to Salesforce permissions. No Apex.

Execute

Step-by-step executionrun each workflow as an ordered sequence of discrete steps, in the same order every time.
Automatic handoff between stepspass each work item from one step or agent to the next with no manual intervention.
Event and on-demand triggersstart a workflow automatically upon any event, or as scheduled or on demand.
External system actionscall an external system via MCP or API mid-workflow to read or write data, for example an enrichment service or a billing system.
Remote executioncall agents and workflows from an external system through the Ortoo MCP service, so non-Salesforce systems can hand work to Salesforce.

Operate and monitor

Full execution visibilityview each workflow run as a timeline of steps, with the input, output, and status of every step.
Audit trailsevery step, decision, and field change is logged with a timestamp and what triggered it.
Granular AI-usage controlturn AI on or off per step, control usage, and control which data is sent to the model.
Predictable costpriced per work item processed, a figure you can forecast before you commit, not per seat or per AI call.

Q-assign

The routing and assignment engine, part of Ortoo Orchestrator. It gets every work item to the right owner and keeps it there as conditions change.

View Q-assign

Assignment models

Skills and attribute matchingassign by any field on the record or the user, such as skill, language, product knowledge, or customer tier.
Workload and capacity routingcount each user's open items using load points you set, and assign new work only to users under their cap.
Availability and schedule routingassign only to users who are logged into Salesforce, inside their working hours, and not on calendar out-of-office.
Weighted round robinrotate assignments in turn, giving higher-weighted users a larger share of the work.
Priority and pull queuesassign the highest-priority items first, and let reps pull the next item from a queue instead of choosing, so no one skims the best work.
Waterfall and follow-me fallbackif the first-choice owner does not accept within a set time, reassign down a defined fallback list until someone does.

AI actions before routing

AI triage and classificationread the incoming content and tag it by type, topic, and urgency so rules can route on those tags.
Sentiment analysisscore the customer's tone and route negative or urgent messages to be handled first.
Lead scoringscore each lead from its fields and AI signals, and route the highest-scoring leads to senior reps first.
Enrichmentfill missing fields such as industry or region from the content before the record is routed.
Spam and junk detectionidentify spam and auto-generated messages and keep them out of the routing queue.
Case deflectionidentify cases that can be resolved without an agent and close or redirect them before assignment.

Service and SLA

SLA trackingtrack each item's elapsed time against its SLA target and flag items approaching breach.
Automated escalationmove an item to a senior user or queue when it passes a time or priority threshold you set.
Automated reassignmentreassign automatically on inactivity, stage change, capacity shift, or SLA risk.
Shift managementassign only to users whose shift is active when the work arrives, across time zones.
Autoresponderssend an automatic acknowledgement to the customer when their case is created.
Plug-in actions and follow-upstrigger a follow-up step, such as an email, a task, or a call to an AI model, automatically after assignment.

Territory

Territory routingassign by geographic territory using zip, city, or state, with layered rules for overlaps.
Address normalisationstandardise inconsistent address formats so postal-code and region rules match correctly.
Account matchingassign a lead, contact, or opportunity to the matched account's existing owner or team.

Any object

Standard and custom objectsroute leads, cases, opportunities, work orders, tasks, events, and any custom object in one model.
High-volume routinghandle thousands of records a day with capacity caps, continuous rebalancing, and SLA-aware reassignment.

Ops ownership

Code-free configurationbuild assignment rules point-and-click, with no limit on the number of attributes.
Change on the flyedit rules for new starters, volume spikes, or a reorg with no code and no deploy cycle.
Full traceabilitysee on each record why it was assigned, which rule fired, and to whom.
Slack and Teams notificationsnotify the assigned owner in Slack or Microsoft Teams the moment work is assigned.
Segmented business unitsrun separate routing configurations for multiple teams or business units in one org.
Assignment analyticsreview assignment history and Data Views, with an Unreviewed Assignments view that flags work that slipped through.

Email-to-Anything

The email intake engine, part of Ortoo Orchestrator. It turns every inbound email into the right Salesforce record, with the data already in the fields.

View Email-to-Anything

Intake to any object

Create records on any objectcreate a case, lead, opportunity, work order, or any custom record from an inbound email.
Automated field updatesmatch an inbound email to an existing record and update its fields from the email content.
One record per conversationmatch replies to the original record by thread ID, so a conversation stays one record instead of spawning duplicates.
Ingest from any mailboxtake email in from Outlook, Gmail, POP3, or SMTP.

Extraction

Pattern and regex extractionpull specific values such as an order number, policy ID, or amount from free-text email, with a Regex Builder for complex patterns.
Attachment data extractiondetect PDF, Excel, Word, and CSV attachments and extract the data inside them into fields, not just the email body.
Loop and junk preventiondetect out-of-office and auto-reply loops and stop them before they create junk records.

AI triage at intake

Classification and triagetag each email by type and priority before the record is created, so it lands in the right queue.
Sentiment analysisscore the sender's tone and flag angry or urgent messages for faster handling.
Enrichment and scoringadd missing fields or a priority score to the new record from the email content at intake.
Spam detectionidentify spam and route it out, and categorise valid non-case emails so they still reach the right place.

Actions and follow-ups

Dynamic actionstrigger a follow-up email, task creation, enrichment, a compliance check, risk scoring, or custom logic from a field update.
Automated escalationescalate complex or stalled cases to a specialist agent, team, or manager automatically.
SLA monitoringtrack SLAs on active records and alert the owner before a breach.

Notifications and collaboration

Email, Slack, and Teams notificationsalert the assigned owner in email, Slack, or Microsoft Teams on a new or updated record.
Send from any objectsend a 1:1 or mass email from any Salesforce object, using distribution lists; an optional Mailgun integration sends beyond Salesforce's daily email limits.
Shared drafts and templateswork email in a Lightning workspace with shared drafts, templates, distribution lists, signatures, letterheads, filtering, and tags.
Full email historystore and view every email against the related record, with attachments visible in context.

Reply capture and handoff

Reply capturecapture replies, including replies to Pardot and Marketing Cloud sends, back onto the source record.
Q-assign routing handoffpass the new record to Q-assign so triage and routing run as one intake workflow.

Native, secure, and governed

How Ortoo runs underneath every capability above.

Native

100% Salesforce-nativeinstalled and run inside your Salesforce org from the AppExchange, with no separate application to host.
No middleware to maintainrouting, workflow, and integration logic run inside Salesforce, not through a bolt-on layer.
Managed in Salesforcebuild, run, and monitor everything from inside the org, with tools your admins already use.

Security

Your security model appliesOrtoo operates within your existing profiles, permissions, and sharing rules.
Less to reviewbecause the app runs in your org, there is no extra system for security teams to stand up or harden.
Controlled AI accessAI is off by default and runs only where you switch it on, controlled step by step.

Compliance

Inherits your Salesforce controlswork is handled inside the governance framework you already run in your Salesforce orgs.
Complete audit trailevery step, decision, and field change is logged with a timestamp and details about what triggered it.
Full traceabilitysee on each record exactly how it was handled, logged for review and reporting.

Data handling

Records stay in Salesforceinbound work is created and updated as native Salesforce records.
Your AI account, your termsconnect your own AI vendor account with your own API key, so the contract, usage terms, and what a model may see are set by you, not Ortoo.
Ortoo adds nothing of its ownOrtoo does not collect your data, pass it to AI vendors, or use it to train any model. The only data a model sees is what you choose to send when you enable AI.

FAQ

Does it do X?

Does Q-assign do skills-based routing?

Yes. Assign by any field on the record or the user, such as skill, language, product knowledge, or tier.

Does Ortoo support weighted round robin?

Yes. Rotate assignments in turn and give higher-weighted users a larger share.

Can Ortoo route work orders and custom objects?

Yes. Leads, cases, opportunities, work orders, tasks, and any custom object in one model.

Does Email-to-Anything read attachments?

Yes. It detects PDF, Excel, Word, and CSV attachments and extracts the data inside them into fields.

Can Ortoo create records on custom objects?

Yes. It creates a record on any standard or custom object from an inbound email, not just cases.

Is AI required with Ortoo?

No. AI is optional throughout and runs on your own LLM key. Fixed rules control every assignment and record action.

What is the difference between Q-assign, Email-to-Anything, and Ortoo Orchestrator?

Q-assign and Email-to-Anything are dedicated solutions for one job each: Q-assign routes and assigns work (for example, sending each inbound case to the right agent by skill and workload), and Email-to-Anything turns inbound email into the right Salesforce record (for example, creating a case from a support email with the details already in the fields). Ortoo Orchestrator handles broader, end-to-end workflows across your integrated systems and native Salesforce, for example taking a claim from email intake through enrichment, a compliance check, assignment, and resolution. Q-assign and Email-to-Anything can run on their own, or as steps inside an Orchestrator workflow.

See it on your workflow

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