--- title: "Ortoo features: everything Ortoo does inside Salesforce" description: "A complete, grouped list of what Ortoo does inside Salesforce: Ortoo Orchestrator, with the Q-assign routing engine and the Email-to-Anything intake engine." lang: en json-ld: | [ { "@context": "https://schema.org", "@type": "Organization", "name": "Ortoo", "url": "https://ortooapps.com/", "logo": "https://ortooapps.com/ortoo-logo-square.png", "parentOrganization": { "@type": "Organization", "name": "Ascendx" } }, { "@context": "https://schema.org", "@type": "WebSite", "name": "Ortoo", "url": "https://ortooapps.com/" }, { "@context": "https://schema.org", "@type": "CollectionPage", "name": "Ortoo features", "url": "https://ortooapps.com/orchestrator/features", "isPartOf": { "@type": "WebSite", "url": "https://ortooapps.com/" }, "about": [ { "@type": "SoftwareApplication", "name": "Ortoo Orchestrator", "url": "https://ortooapps.com/orchestrator/how-it-works" }, { "@type": "SoftwareApplication", "name": "Q-assign", "url": "https://ortooapps.com/solutions/q-assign" }, { "@type": "SoftwareApplication", "name": "Email-to-Anything", "url": "https://ortooapps.com/solutions/email-to-anything" } ] }, { "@context": "https://schema.org", "@type": "BreadcrumbList", "itemListElement": [ { "@type": "ListItem", "position": 1, "name": "Home", "item": "https://ortooapps.com/" }, { "@type": "ListItem", "position": 2, "name": "Ortoo Orchestrator", "item": "https://ortooapps.com/orchestrator" }, { "@type": "ListItem", "position": 3, "name": "Features", "item": "https://ortooapps.com/orchestrator/features" } ] }, { "@context": "https://schema.org", "@type": "FAQPage", "mainEntity": [ { "@type": "Question", "name": "Does Q-assign do skills-based routing?", "acceptedAnswer": { "@type": "Answer", "text": "Yes. Assign by any field on the record or the user, such as skill, language, product knowledge, or tier." } }, { "@type": "Question", "name": "Does it support weighted round robin?", "acceptedAnswer": { "@type": "Answer", "text": "Yes. Rotate assignments in turn and give higher-weighted users a larger share." } }, { "@type": "Question", "name": "Can it route work orders and custom objects?", "acceptedAnswer": { "@type": "Answer", "text": "Yes. Leads, cases, opportunities, work orders, tasks, and any custom object in one model." } }, { "@type": "Question", "name": "Does Email-to-Anything read attachments?", "acceptedAnswer": { "@type": "Answer", "text": "Yes. It detects PDF, Excel, Word, and CSV attachments and extracts the data inside them into fields." } }, { "@type": "Question", "name": "Can it create records on custom objects?", "acceptedAnswer": { "@type": "Answer", "text": "Yes. It creates a record on any standard or custom object from an inbound email, not just cases." } }, { "@type": "Question", "name": "Is AI required?", "acceptedAnswer": { "@type": "Answer", "text": "No. AI is optional throughout and runs on your own LLM key. Fixed rules control every assignment and record action." } }, { "@type": "Question", "name": "What is the difference between Q-assign, Email-to-Anything, and Ortoo Orchestrator?", "acceptedAnswer": { "@type": "Answer", "text": "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." } } ] } ] --- [Skip to main content](#main-content) [Support](/support)[Contact](/contact) [![Ortoo logo, workflow orchestration for Salesforce](/assets/ortoo-logo-gradient-C54UkOOH.webp)](/) Ortoo Orchestrator Solutions Why Ortoo Resources About [Pricing](/pricing) [Map your workflow](/contact?intent=workflow-mapping)[Book a demo](/contact?intent=demo) [Book a demo](/contact?intent=demo) 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. [Orchestrator](#orchestrator)[Q-assign](#q-assign)[Email-to-Anything](#email-to-anything)[Native & secure](#native-secure) ## 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](/orchestrator) ### Building blocks - **Core Tools library**around 30 pre-built Function Definitions ship ready to use. - **Your own and partner tools**extend the library with SI-built tools and ISV apps. - **Agent Builder Studio**an intuitive point-and-click tool to create, test, and monitor agents in real time. ### Build - **Compose from reusable functions**build an agent or workflow by combining pre-built Function Definitions from the Core Tools library or create and use your own. - **Agent-to-agent workflows**chain agents so one agent's output becomes the next agent's input inside a single process. - **Bring your own model**connect any LLM provider through your own API key, chosen per step. Any step can instead run fixed rules with no AI. - **Controlled inputs and outputs**set the exact fields each step accepts and returns, so data passed between steps is validated, not free-form. - **No-code within boundaries**build and change agents and workflows point-and-click, according to Salesforce permissions. No Apex. ### Execute - **Step-by-step execution**run each workflow as an ordered sequence of discrete steps, in the same order every time. - **Automatic handoff between steps**pass each work item from one step or agent to the next with no manual intervention. - **Event and on-demand triggers**start a workflow automatically upon any event, or as scheduled or on demand. - **External system actions**call an external system via MCP or API mid-workflow to read or write data, for example an enrichment service or a billing system. - **Remote execution**call 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 visibility**view each workflow run as a timeline of steps, with the input, output, and status of every step. - **Audit trails**every step, decision, and field change is logged with a timestamp and what triggered it. - **Granular AI-usage control**turn AI on or off per step, control usage, and control which data is sent to the model. - **Predictable cost**priced 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](/solutions/q-assign) ### Assignment models - **Skills and attribute matching**assign by any field on the record or the user, such as skill, language, product knowledge, or customer tier. - **Workload and capacity routing**count each user's open items using load points you set, and assign new work only to users under their cap. - **Availability and schedule routing**assign only to users who are logged into Salesforce, inside their working hours, and not on calendar out-of-office. - **Weighted round robin**rotate assignments in turn, giving higher-weighted users a larger share of the work. - **Priority and pull queues**assign 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 fallback**if 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 classification**read the incoming content and tag it by type, topic, and urgency so rules can route on those tags. - **Sentiment analysis**score the customer's tone and route negative or urgent messages to be handled first. - **Lead scoring**score each lead from its fields and AI signals, and route the highest-scoring leads to senior reps first. - **Enrichment**fill missing fields such as industry or region from the content before the record is routed. - **Spam and junk detection**identify spam and auto-generated messages and keep them out of the routing queue. - **Case deflection**identify cases that can be resolved without an agent and close or redirect them before assignment. ### Service and SLA - **SLA tracking**track each item's elapsed time against its SLA target and flag items approaching breach. - **Automated escalation**move an item to a senior user or queue when it passes a time or priority threshold you set. - **Automated reassignment**reassign automatically on inactivity, stage change, capacity shift, or SLA risk. - **Shift management**assign only to users whose shift is active when the work arrives, across time zones. - **Autoresponders**send an automatic acknowledgement to the customer when their case is created. - **Plug-in actions and follow-ups**trigger a follow-up step, such as an email, a task, or a call to an AI model, automatically after assignment. ### Territory - **Territory routing**assign by geographic territory using zip, city, or state, with layered rules for overlaps. - **Address normalisation**standardise inconsistent address formats so postal-code and region rules match correctly. - **Account matching**assign a lead, contact, or opportunity to the matched account's existing owner or team. ### Any object - **Standard and custom objects**route leads, cases, opportunities, work orders, tasks, events, and any custom object in one model. - **High-volume routing**handle thousands of records a day with capacity caps, continuous rebalancing, and SLA-aware reassignment. ### Ops ownership - **Code-free configuration**build assignment rules point-and-click, with no limit on the number of attributes. - **Change on the fly**edit rules for new starters, volume spikes, or a reorg with no code and no deploy cycle. - **Full traceability**see on each record why it was assigned, which rule fired, and to whom. - **Slack and Teams notifications**notify the assigned owner in Slack or Microsoft Teams the moment work is assigned. - **Segmented business units**run separate routing configurations for multiple teams or business units in one org. - **Assignment analytics**review 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](/solutions/email-to-anything) ### Intake to any object - **Create records on any object**create a case, lead, opportunity, work order, or any custom record from an inbound email. - **Automated field updates**match an inbound email to an existing record and update its fields from the email content. - **One record per conversation**match replies to the original record by thread ID, so a conversation stays one record instead of spawning duplicates. - **Ingest from any mailbox**take email in from Outlook, Gmail, POP3, or SMTP. ### Extraction - **Pattern and regex extraction**pull specific values such as an order number, policy ID, or amount from free-text email, with a Regex Builder for complex patterns. - **Attachment data extraction**detect PDF, Excel, Word, and CSV attachments and extract the data inside them into fields, not just the email body. - **Loop and junk prevention**detect out-of-office and auto-reply loops and stop them before they create junk records. ### AI triage at intake - **Classification and triage**tag each email by type and priority before the record is created, so it lands in the right queue. - **Sentiment analysis**score the sender's tone and flag angry or urgent messages for faster handling. - **Enrichment and scoring**add missing fields or a priority score to the new record from the email content at intake. - **Spam detection**identify spam and route it out, and categorise valid non-case emails so they still reach the right place. ### Actions and follow-ups - **Dynamic actions**trigger a follow-up email, task creation, enrichment, a compliance check, risk scoring, or custom logic from a field update. - **Automated escalation**escalate complex or stalled cases to a specialist agent, team, or manager automatically. - **SLA monitoring**track SLAs on active records and alert the owner before a breach. ### Notifications and collaboration - **Email, Slack, and Teams notifications**alert the assigned owner in email, Slack, or Microsoft Teams on a new or updated record. - **Send from any object**send 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 templates**work email in a Lightning workspace with shared drafts, templates, distribution lists, signatures, letterheads, filtering, and tags. - **Full email history**store and view every email against the related record, with attachments visible in context. ### Reply capture and handoff - **Reply capture**capture replies, including replies to Pardot and Marketing Cloud sends, back onto the source record. - **Q-assign routing handoff**pass 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-native**installed and run inside your Salesforce org from the AppExchange, with no separate application to host. - **No middleware to maintain**routing, workflow, and integration logic run inside Salesforce, not through a bolt-on layer. - **Managed in Salesforce**build, run, and monitor everything from inside the org, with tools your admins already use. ### Security - **Your security model applies**Ortoo operates within your existing profiles, permissions, and sharing rules. - **Less to review**because the app runs in your org, there is no extra system for security teams to stand up or harden. - **Controlled AI access**AI is off by default and runs only where you switch it on, controlled step by step. ### Compliance - **Inherits your Salesforce controls**work is handled inside the governance framework you already run in your Salesforce orgs. - **Complete audit trail**every step, decision, and field change is logged with a timestamp and details about what triggered it. - **Full traceability**see on each record exactly how it was handled, logged for review and reporting. ### Data handling - **Records stay in Salesforce**inbound work is created and updated as native Salesforce records. - **Your AI account, your terms**connect 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 own**Ortoo 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 ## Pick a workflow. We will show these features running on it. Book a session and map one workflow. See how routing, intake, and orchestration compose into a single, governed run inside Salesforce. [Book a demo](/contact?intent=demo)[Map your workflow](/contact?intent=workflow-mapping) ![Ortoo logo, workflow orchestration for Salesforce](/assets/ortoo-logo-C6Mjw-cG.svg) Workflow orchestration in Salesforce, executed by specialized agents under controlled AI. PRODUCT - [Orchestrator](/orchestrator) - [Solutions](/solutions) - [Pricing](/pricing) ## PRODUCT - [Orchestrator](/orchestrator) - [Solutions](/solutions) - [Pricing](/pricing) WHY - [Why Orchestrator](/why-orchestrator) - [Customers](/case-studies) ## WHY - [Why Orchestrator](/why-orchestrator) - [Customers](/case-studies) RESOURCES - [Blog](/resources/blog) - [Downloads](/resources/downloads) ## RESOURCES - [Blog](/resources/blog) - [Downloads](/resources/downloads) USE CASES - [Case assignment](/case-assignment) - [Lead assignment](/lead-assignment-in-salesforce) - [Email-to-Anything](/solutions/email-to-anything) - [See all use cases](/use-cases) ## USE CASES - [Case assignment](/case-assignment) - [Lead assignment](/lead-assignment-in-salesforce) - [Email-to-Anything](/solutions/email-to-anything) - [See all use cases](/use-cases) COMPANY - [About](/about-ortoo) - [Ascendx Approach](/ascendx-approach) - [Careers](https://ascendx.cloud/vacancies/) - [Contact](/contact) ## COMPANY - [About](/about-ortoo) - [Ascendx Approach](/ascendx-approach) - [Careers](https://ascendx.cloud/vacancies/) - [Contact](/contact) LEGAL - [Privacy policy](/privacy) - [Terms of service](/terms) - [Cookie policy](/cookies) ## LEGAL - [Privacy policy](/privacy) - [Terms of service](/terms) - [Cookie policy](/cookies) © 2026 Ortoo. 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