--- title: "Interpret replies automatically in Salesforce | Ortoo" description: "Read sentiment, intent, and urgency on every Salesforce case reply. Triage and escalate automatically as part of one workflow, executed natively." lang: en json-ld: | [ { "@context": "https://schema.org", "@type": "BreadcrumbList", "itemListElement": [ { "@type": "ListItem", "position": 1, "name": "Home", "item": "https://ortooapps.com" }, { "@type": "ListItem", "position": 2, "name": "Use cases", "item": "https://ortooapps.com/use-cases" }, { "@type": "ListItem", "position": 3, "name": "Interpret replies automatically in Salesforce", "item": "https://ortooapps.com/use-case/interpret-replies-automatically-in-salesforce" } ] }, { "@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": "FAQPage", "mainEntity": [ { "@type": "Question", "name": "How does the workflow interpret replies automatically in Salesforce?", "acceptedAnswer": { "@type": "Answer", "text": "AI is applied selectively to read sentiment, intent, urgency, and message type on each customer reply. The classification is recorded as fields on the Salesforce case, and configured rules then trigger the next action: re-prioritise, escalate, or close." } }, { "@type": "Question", "name": "What sentiment signals does the workflow detect?", "acceptedAnswer": { "@type": "Answer", "text": "Positive, neutral, and negative tone are baseline. The workflow also detects urgency keywords, dissatisfaction patterns, escalation language, and tone shifts compared to earlier replies on the same case." } }, { "@type": "Question", "name": "Can we use our own LLM provider?", "acceptedAnswer": { "@type": "Answer", "text": "Yes. Ortoo Orchestrator supports bring-your-own-LLM, so teams running an OpenAI, Anthropic, or Google enterprise contract route interpretation calls through their own provider, with costs and audit trails on their own bill." } }, { "@type": "Question", "name": "How is AI cost controlled?", "acceptedAnswer": { "@type": "Answer", "text": "AI runs only on the workflow steps that need interpretation. Routine cases handled by deterministic logic do not trigger AI calls, so the team defines where AI is used and the rest stays rule-driven." } }, { "@type": "Question", "name": "How does this work with Agentforce?", "acceptedAnswer": { "@type": "Answer", "text": "Ortoo Orchestrator works alongside Agentforce. Agentforce handles the agent-led conversational moments where it fits; the orchestrator handles the structured workflow around it, including interpretation, routing, and the audit trail." } }, { "@type": "Question", "name": "Where are the interpretation results stored?", "acceptedAnswer": { "@type": "Answer", "text": "As fields on the Salesforce case. Sentiment scores, intent classifications, urgency flags, and trigger reasons are all visible on the record and queryable in standard Salesforce reports." } }, { "@type": "Question", "name": "Can we override or correct the classification when needed?", "acceptedAnswer": { "@type": "Answer", "text": "Yes. Reps and supervisors can adjust the classification on a case if the AI reading is off, and the corrections feed back into the workflow's tuning so accuracy improves over time." } } ] } ] --- [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) Use case · Reply interpretation # Interpret replies automatically in Salesforce. Customer replies stack up faster than service teams can read them. Sentiment shifts get missed, urgent escalations sit in queues, and SLA breaches show up after the damage is done. Ortoo Orchestrator interprets every reply as it lands, classifies it by sentiment and intent, and triggers the right action without waiting for a rep to read it. [Book a demo ](/contact?intent=demo)[Map your workflow](/contact?intent=workflow-mapping) TEAMS RUNNING ON ORTOO ORCHESTRATOR ![IG logo, Ortoo customer](data:image/svg+xml,%3csvg%20id='Layer_1'%20data-name='Layer%201'%20xmlns='http://www.w3.org/2000/svg'%20viewBox='0%200%20150%20200'%3e%3cdefs%3e%3cstyle%3e.cls-1{fill:%23e01b1c;}%3c/style%3e%3c/defs%3e%3cpath%20class='cls-1'%20d='M25.68,40V160H2.56V40Zm74.55-3h-.61a63,63,0,0,0,.6,125.94c17.75,0,36-7.21,47.76-18.83V90.84H98V113h27.5v19.54l-.3.19a46.38,46.38,0,0,1-25,7.52A40.33,40.33,0,0,1,60,97.84,40.72,40.72,0,0,1,98,59.77c11.25-.65,22,4,30.52,12.16.3.3.64.66,1,1.11l16-16-1-1.11A60.73,60.73,0,0,0,100.23,37Z'/%3e%3c/svg%3e) ![Jaguar Land Rover logo, Ortoo 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customer](data:image/svg+xml,%3csvg%20id='Ebene_1'%20xmlns='http://www.w3.org/2000/svg'%20viewBox='0%200%20156%2036'%3e%3cstyle%3e.st0{fill:%23828282}.st1{fill:%23fd8a02}%3c/style%3e%3cpath%20style='fill:%23828282;fill-opacity:1'%20class='st0'%20d='M78.6%207.4h5.2v22.7h-5.2z'/%3e%3cpath%20style='fill:%23fd8a02;fill-opacity:1'%20class='st1'%20d='M31.5%207.4l-7.4%2019.9-.1.2c-.6%201.6-2.1%202.8-3.8%203h-1.4c-1.7-.2-3.1-1.4-3.7-2.9l-.1-.3L7.6%207.4h6.1L19.5%2023l5.8-15.6.6-1.5C26.8%203.5%2023.5%200%2013.4%200S-.4%204.3%200%209.1c.4%204.9%206%2016%208.9%2020.4%202.8%204.3%206.6%206.4%2010.5%206.4%203.9%200%208-2%2010.4-8.1%201.8-4.6%207.8-20.4%207.8-20.4h-6.1z'/%3e%3cpath%20style='fill:%23828282;fill-opacity:1'%20class='st0'%20d='M59.5%2019.2c0%20.5%200%20.9-.1%201.4H42.7c.6%203.7%203.2%205.7%206.5%205.7%202.5%200%204.3-.9%206.1-2.7l3%202.7c-2.1%202.6-5.1%204.2-9.3%204.2-6.6%200-11.6-4.8-11.6-11.8%200-6.5%204.6-11.8%2011.1-11.8%207.3%200%2011%205.7%2011%2012.3zm-5.2-2c-.3-3.3-2.3-6-5.8-6-3.2%200-5.4%202.4-5.9%206h11.7zM147.6%2018.5l8-11h-5.5l-5.2%207.5-5.2-7.5H134l8%2011.2-8.3%2011.5h5.5l5.5-7.9%205.6%207.9h5.7l-8.4-11.7z'/%3e%3cpath%20style='fill:%23828282;fill-opacity:1'%20class='st0'%20d='M133.9%2018.8c0%206.5-5.3%2011.8-11.8%2011.8-6.5%200-11.8-5.3-11.8-11.8%200-6.5%205.3-11.8%2011.8-11.8%206.5-.1%2011.8%205.2%2011.8%2011.8zm-4.6%200c0-4-3.2-7.2-7.2-7.2s-7.2%203.2-7.2%207.2%203.2%207.2%207.2%207.2%207.2-3.3%207.2-7.2zM104.9%207.4l-6.1%2016.5-6.1-16.5h-5.6l9.3%2022.7h4.7l9.3-22.7zM63%2017.8v12.3h5.2V17.8v-.6c.2-1.4%201-4.2%205.1-4.5h.8V7.4h-.5c-7.1.2-10.5%205.2-10.6%2010v.4z'/%3e%3c/svg%3e) 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customer](data:image/svg+xml,%3c?xml%20version='1.0'%20encoding='UTF-8'%20standalone='no'?%3e%3c!--%20Created%20with%20Inkscape%20\(http://www.inkscape.org/\)%20--%3e%3csvg%20xmlns:svg='http://www.w3.org/2000/svg'%20xmlns='http://www.w3.org/2000/svg'%20version='1.0'%20width='800'%20height='110.066'%20viewBox='0%200%20800%20110.066'%20id='svg2'%20xml:space='preserve'%3e%3cdefs%20id='defs23'%20/%3e%3cg%20style='display:none'%20id='Grade'%3e%3c/g%3e%3cg%20id='Camada_1'%3e%3c/g%3e%3cg%20id='Área_de_trabalho'%3e%3c/g%3e%3cg%20id='Linhas-guia'%3e%3c/g%3e%3cg%20id='Page_1'%3e%3cg%20id='Camada_1_1_'%3e%3cg%20id='g10'%3e%3cpolygon%20points='0,4.723%200,19.33%2023.959,19.33%2070.846,107.261%20128.543,107.261%20175.43,19.184%20199.385,19.033%20199.437,4.723%20127.761,4.723%20127.761,19.083%20146.849,19.083%20113.74,81.595%2077.933,19.301%20104.05,19.184%20104.004,4.723%200,4.723%20'%20style='fill:%230d3896;fill-rule:evenodd'%20id='polygon12'%20/%3e%3cpolygon%20points='462.405,4.723%20462.405,19.33%20486.357,19.33%20533.245,107.261%20590.944,107.261%20637.831,19.184%20661.789,19.033%20661.832,4.723%20590.169,4.723%20590.169,19.083%20609.249,19.083%20576.141,81.595%20540.33,19.301%20566.455,19.184%20566.406,4.723%20462.405,4.723%20'%20style='fill:%230d3896;fill-rule:evenodd'%20id='polygon14'%20/%3e%3cpath%20d='M%20344.515,4.723%20L%20344.515,19.33%20L%20368.47,19.33%20L%20368.51,91.118%20L%20343.255,91.118%20L%20343.255,107.119%20L%20368.527,107.262%20L%20488.139,107.262%20L%20488.139,59.532%20L%20472.558,59.532%20C%20471.704,84.803%20449.782,91.152%20440.548,91.152%20C%20432.087,91.152%20415.693,91.119%20415.693,91.119%20L%20415.693,19.301%20L%20439.288,19.183%20L%20439.256,4.722%20L%20344.515,4.722%20L%20344.515,4.723%20z%20'%20style='fill:%230d3896;fill-rule:evenodd'%20id='path16'%20/%3e%3cpath%20d='M%20262.808,94.13%20C%20248.453,94.13%20236.822,76.935%20236.822,55.713%20C%20236.822,34.486%20248.453,17.278%20262.808,17.278%20C%20277.159,17.278%20288.794,34.486%20288.794,55.713%20C%20288.794,76.935%20277.159,94.13%20262.808,94.13%20L%20262.808,94.13%20z%20M%20263.864,1.777%20C%20223.144,1.777%20190.135,26.024%20190.135,55.922%20C%20190.135,85.822%20223.143,110.066%20263.864,110.066%20C%20304.581,110.066%20337.595,85.822%20337.595,55.922%20C%20337.595,26.024%20304.581,1.777%20263.864,1.777%20L%20263.864,1.777%20z%20'%20style='fill:%230d3896;fill-rule:evenodd'%20id='path18'%20/%3e%3cpath%20d='M%20725.215,93.857%20C%20710.865,93.857%20699.235,76.377%20699.235,54.804%20C%20699.235,33.239%20710.866,15.755%20725.215,15.755%20C%20739.567,15.755%20751.195,33.239%20751.195,54.804%20C%20751.196,76.376%20739.567,93.857%20725.215,93.857%20L%20725.215,93.857%20z%20M%20726.276,0%20C%20685.547,0%20652.548,24.642%20652.548,55.028%20C%20652.548,85.413%20685.546,110.05%20726.276,110.05%20C%20766.99,110.05%20800,85.413%20800,55.028%20C%20800,24.642%20766.99,0%20726.276,0%20L%20726.276,0%20z%20'%20style='fill:%230d3896;fill-rule:evenodd'%20id='path20'%20/%3e%3c/g%3e%3c/g%3e%3c/g%3e%3c/svg%3e) ![IG logo, Ortoo customer](data:image/svg+xml,%3csvg%20id='Layer_1'%20data-name='Layer%201'%20xmlns='http://www.w3.org/2000/svg'%20viewBox='0%200%20150%20200'%3e%3cdefs%3e%3cstyle%3e.cls-1{fill:%23e01b1c;}%3c/style%3e%3c/defs%3e%3cpath%20class='cls-1'%20d='M25.68,40V160H2.56V40Zm74.55-3h-.61a63,63,0,0,0,.6,125.94c17.75,0,36-7.21,47.76-18.83V90.84H98V113h27.5v19.54l-.3.19a46.38,46.38,0,0,1-25,7.52A40.33,40.33,0,0,1,60,97.84,40.72,40.72,0,0,1,98,59.77c11.25-.65,22,4,30.52,12.16.3.3.64.66,1,1.11l16-16-1-1.11A60.73,60.73,0,0,0,100.23,37Z'/%3e%3c/svg%3e) ![Jaguar Land Rover logo, Ortoo customer](data:image/svg+xml,%3csvg%20xmlns:xlink='http://www.w3.org/1999/xlink'%20xmlns='http://www.w3.org/2000/svg'%20id='JLR_REGULAR'%20data-name='JLR%20REGULAR'%20viewBox='0%200%201206.22%201060.95'%20width='500'%20height='439.78'%3e%3cdefs%3e%3cstyle%3e%20.cls-1%20{%20fill:%20%23231f20;%20stroke-width:%200px;%20}%20%3c/style%3e%3c/defs%3e%3cpath%20class='cls-1'%20d='M49.61,1060.95c74.53-47.23,123.68-132.76,123.68-225.26L173.24,0h-96.12v831.77c0,34.55-8.01,67.28-24.29,94.54-13.76,21.3-31.86,40.71-52.84,55.01l49.61,79.64Z'/%3e%3cpolygon%20class='cls-1'%20points='465.45%20803.57%20465.45%200%20369.33%200%20369.33%20897.13%20907.61%20897.13%20849.94%20803.57%20465.45%20803.57'/%3e%3cpath%20class='cls-1'%20d='M1178.03,247.35C1178.03,108.94,1057.56,0,921.7,0h-260.17v93.56h261.45c91,0,156.36,70.49,156.36,153.79s-65.36,157.64-156.36,157.64h-262.73v93.56h194.8l248.63,398.58h102.53l-249.91-401.14c121.75-15.38,221.72-108.94,221.72-248.63Z'/%3e%3c/svg%3e) ![Komatsu logo, Ortoo customer](data:image/svg+xml,%3csvg%20xmlns='http://www.w3.org/2000/svg'%20viewBox='0%200%20170%2034'%3e%3cpath%20d='M159%2033.2c-2.9.1-5.7-.7-7.9-2.5-2.1-1.9-3.2-4.6-3-7.4v-15h9.7v15c0%20.7.6%201.3%201.3%201.3.7%200%201.2-.6%201.3-1.3v-15h9.7v15c0%203.2-1%205.7-3%207.4-2.4%201.8-5.3%202.7-8.1%202.5zm-121.3%200c-7-.1-12.7-5.8-12.6-12.9-.2-7%205.4-12.8%2012.4-12.9%207-.2%2012.8%205.4%2012.9%2012.4v.6c0%203.4-1.3%206.7-3.7%209.1-2.4%202.4-5.6%203.7-9%203.7zm0-16.5c-2%200-3.7%201.6-3.7%203.6s1.6%203.7%203.6%203.7%203.7-1.6%203.7-3.6v-.1c0-2-1.6-3.6-3.6-3.6zm97.6%2016.5c-4.1%200-6.9-1.2-10.4-3.2l2.7-6.4s4%202.6%206.7%202.6c.3%200%20.6%200%20.9-.1.5-.1.8-.5.8-1s-.2-.9-.7-1.1c-.5-.2-1.1-.4-1.6-.5-1.9-.5-4.9-1.2-6.4-4.1-1.7-3.2-1-7.1%201.7-9.4%202.1-1.7%204.7-2.6%207.4-2.6h.5c3%20.1%205.9%201%208.5%202.7l-2.7%206.4c-1.8-1-4.2-2.1-5.7-2.1-.8%200-1.2.3-1.3.9-.1.9.8%201.2%202.3%201.6%201.3.3%202.5.7%203.7%201.3%202.9%201.7%204.4%205.1%203.5%208.4-.4%201.9-1.5%203.5-3.1%204.6-1.9%201.4-4.3%202.1-6.8%202zM9.8%2032.3H0V8.4h9.8V20L15%208.4h11.1l-5.6%2011.7%205.9%2012.2H15.3L9.8%2020.1v12.2zm50%200H51l3.6-23.9h8.9l3%209.6%203-9.6h8.9l3.3%2022.5%207.6-22.5H99l8.2%2023.9H97L94.1%2021l-2.9%2011.3H73l-1.3-9.1-2.5%209.1h-5.7L61%2023.2l-1.2%209.1zm60%200H110v-15h-5.7V8.4h15.4V.8h9.1v9.5h-9.1l.1%2022z'%20fill='%23140a9a'/%3e%3c/svg%3e) ![OppFi logo, Ortoo customer](/assets/oppfi-C1cAew0E.svg) ![Sage logo, Ortoo customer](data:image/svg+xml,%3c?xml%20version='1.0'%20encoding='UTF-8'%20standalone='no'?%3e%3c!DOCTYPE%20svg%20PUBLIC%20'-//W3C//DTD%20SVG%201.0//EN'%20'http://www.w3.org/TR/2001/REC-SVG-20010904/DTD/svg10.dtd'%3e%3csvg%20xmlns:svg='http://www.w3.org/2000/svg'%20xmlns='http://www.w3.org/2000/svg'%20version='1.0'%20width='1024'%20height='446'%20viewBox='-0.72455613%20-0.72455613%2058.75819026%2025.60098326'%20id='svg2317'%3e%3cdefs%20id='defs2319'%20/%3e%3cg%20transform='translate\(-346.34546,-520.28625\)'%20id='layer1'%3e%3cpath%20d='M%20372.07821,531.63637%20L%20372.07821,530.40262%20L%20367.33659,530.40262%20C%20365.00484,530.40262%20363.91609,531.20162%20363.91609,532.43762%20C%20363.91609,533.57087%20364.96609,534.57162%20367.64846,534.57162%20C%20370.95121,534.57162%20372.07821,534.2705%20372.07821,531.63637%20z%20M%20361.93559,523.36912%20L%20360.26259,525.05662%20C%20358.70596,524.12187%20357.11284,523.48812%20354.97484,523.48812%20C%20352.44846,523.48812%20351.59384,524.35537%20351.59384,525.52312%20C%20351.59384,526.25675%20352.21559,526.9905%20354.19721,527.12475%20L%20357.46246,527.32362%20C%20359.47721,527.43875%20360.89334,528.017%20361.81371,528.89712%20C%20362.88834,527.97975%20364.48659,527.39612%20366.59834,527.39612%20L%20372.07821,527.39612%20L%20372.07821,525.67425%20C%20372.07821,524.07262%20370.87359,523.50525%20368.03571,523.50525%20C%20365.97659,523.50525%20364.63221,524.11237%20363.59509,525.069%20L%20361.93559,523.36912%20z%20M%20391.42271,527.65687%20L%20400.58646,527.65687%20C%20400.58646,524.72437%20398.40484,523.26912%20395.98771,523.26912%20C%20393.57196,523.26912%20391.42271,524.69825%20391.42271,527.65687%20z%20M%20377.70559,528.94887%20C%20377.74184,531.714%20377.78584,532.1495%20378.50521,532.92425%20C%20379.06559,533.53012%20380.28059,534.2385%20381.92259,534.2385%20C%20383.52321,534.2385%20384.56346,533.53012%20385.12571,532.92425%20C%20385.84584,532.1495%20385.92671,531.67812%20385.92671,528.94887%20C%20385.92671,526.187%20385.84584,525.714%20385.12571,524.94062%20C%20384.56346,524.33437%20383.52321,523.62625%20381.92259,523.62625%20C%20380.28059,523.62625%20379.06559,524.33437%20378.50521,524.94062%20C%20377.78584,525.714%20377.66809,526.16462%20377.70559,528.94887%20z%20M%20375.21084,522.85987%20C%20375.33771,522.6965%20375.47934,522.53275%20375.63596,522.35687%20C%20376.52871,521.38975%20378.28009,520.28987%20380.84346,520.28987%20C%20382.86584,520.28987%20384.46009,520.95662%20385.93646,522.29087%20L%20385.93646,520.48937%20L%20389.89971,520.48937%20L%20389.89971,522.34262%20C%20391.47184,520.86625%20393.58496,520.28987%20395.56209,520.28987%20C%20399.89746,520.28987%20403.63109,523.26037%20403.65434,528.25212%20C%20403.65959,529.10612%20403.55859,530.63237%20403.55859,530.63237%20L%20391.41759,530.63725%20C%20391.41759,533.3955%20393.29896,534.43675%20396.01234,534.43675%20C%20397.52109,534.43675%20399.43809,533.7465%20400.60059,532.71825%20L%20403.26034,534.65%20C%20401.32271,536.57712%20398.72184,537.62675%20396.08796,537.62675%20C%20393.92134,537.62675%20391.59221,537.1195%20389.89971,535.5755%20L%20389.89971,537.00012%20C%20389.89971,542.10375%20385.85746,544.43812%20381.35059,544.43812%20C%20378.82359,544.43812%20376.25771,543.30325%20374.50896,541.603%20L%20377.57871,539.50237%20C%20378.55184,540.33562%20379.91171,541.03625%20381.42696,541.03625%20C%20384.07059,541.03625%20385.93646,539.73562%20385.93646,537.367%20L%20385.93646,535.63275%20C%20384.69284,536.7995%20382.86584,537.60012%20380.84346,537.60012%20C%20378.62496,537.60012%20377.01596,536.77637%20376.04284,535.92712%20L%20376.04284,537.64287%20L%20372.07821,537.64287%20L%20372.07821,535.91425%20L%20372.00221,535.91425%20C%20371.18546,537.082%20369.82484,537.61537%20367.14284,537.61537%20C%20364.63609,537.61537%20362.72621,536.88762%20361.54646,535.71787%20C%20360.06971,536.937%20357.71734,537.597%20355.01434,537.597%20C%20351.82671,537.597%20348.87196,536.59612%20346.34546,534.56237%20L%20349.10484,532.22775%20C%20350.81484,533.66012%20352.68009,534.3965%20355.32459,534.3965%20C%20357.58021,534.3965%20359.21121,533.66012%20359.21121,532.22775%20C%20359.21121,531.026%20358.16246,530.6595%20356.80121,530.55925%20L%20353.30309,530.29262%20C%20350.03846,530.05937%20347.62846,528.39125%20347.62846,525.49025%20C%20347.62846,522.05412%20350.81484,520.28625%20354.97484,520.28625%20C%20357.97946,520.28625%20360.13284,520.96612%20361.92084,522.06187%20C%20363.37121,520.76212%20365.27596,520.304%20367.84184,520.304%20C%20371.26109,520.304%20373.92921,520.99762%20375.21084,522.85987'%20style='fill:%23008066;fill-opacity:1;fill-rule:nonzero;stroke:none'%20id='path2489'%20/%3e%3c/g%3e%3c/svg%3e) ![Splunk logo, Ortoo customer](/assets/splunk-C0r61HWy.svg) ![Verivox logo, Ortoo 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![Volvo logo, Ortoo 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What it is ## Reply interpretation, in plain terms. Interpret replies automatically in Salesforce means reading sentiment, intent, and urgency on every customer reply the moment it lands, and triggering the right next action without waiting for a rep to read it. The reply-interpretation capability sits inside Ortoo Orchestrator. AI is applied selectively where interpretation adds value; deterministic logic handles the rest, so workflows stay predictable and AI cost stays bounded. The problem ## Teams that interpret replies automatically catch sentiment shifts before customers escalate. Salesforce has the records and the events; what most teams still lack is the orchestration that turns AI from a one-off tool into a system. Interpret replies automatically and service operations stop relying on human triage as the first line of defence. A reply arrives, a rep reads it, they guess at sentiment, they decide on urgency, they route it. Multiply that across every reply on every case and the cumulative slow-down is significant. Judgment varies between reps and between days. One rep flags a frustrated customer; another misses the same signal. > Sentiment that lives in the rep's head cannot drive a workflow. The reply-interpretation capability inside Ortoo Orchestrator reads every reply on intake. It classifies sentiment, detects urgency, identifies the message type, and triggers the action the workflow defines, all within Salesforce. // HOW IT WORKS ## Triggered by case context. Not by who is watching the queue. 1. 01 // STEP 01 ### Every reply is interpreted as it lands. AI is applied selectively to read sentiment, intent, urgency, and message type on each customer reply. Deterministic logic decides what happens next. 1. Reply arrives Email, portal, chat 2. Read sentiment Tone, shift vs prior 3. Detect intent Type, urgency Step 01 — Read 01 2. 02 // STEP 02 ### The classified reply triggers the workflow action. Configured rules act on the classification. Re-prioritise the case, escalate to a team lead, change ownership, trigger a CSAT survey, or close the case on a clear positive resolution. This step is handled by the classification agent inside Ortoo Orchestrator. 1. Classify reply Four signals scored 2. Apply rule Configured by ops 3. Trigger action Escalate, re-prioritise, close Step 02 — Act 02 3. 03 // STEP 03 ### Sentiment and intent are reportable as Salesforce data. The interpretation results are stored as fields on the case. Sentiment trends become standard Salesforce reports. 1. Write fields On the case record 2. Update trend Per case, per segment 3. Surface in report Standard Salesforce Step 03 — Record 03 What reply interpretation needs ## Three things separate working interpretation from a chatbot wrapper. Reading sentiment is the easy part. Driving the right action on it is what makes the workflow useful. Three elements decide whether interpretation is operationally useful. The path is operationally realistic: start with one workflow at a time, expand step by step as the team is ready. [Book a demo ](/contact?intent=demo) ### Multi-signal classification Sentiment alone is not enough. Intent, urgency, and message type matter just as much. The workflow classifies on all four, not just on tone. ### Configurable action rules The action triggered by a reply varies by team, customer segment, and SLA. Rules are declarative, configured by ops, and adjustable as policy changes. ### Native logging and reporting Interpretation results live on the Salesforce case. Reports and dashboards see them automatically. No separate sentiment store. Before vs after ## What changes when reply interpretation runs as a workflow. The replies do not change. What changes is how consistently the right action follows. Before Manual reply triage 1. 01 Rep reads first 2. 02 Judgment varies 3. 03 Escalation late 4. 04 Sentiment invisible Reply triage depends on rep availability and judgment. Sentiment data never reaches reporting. After With Ortoo Orchestrator 1. 01 Workflow reads first 2. 02 Consistent logic 3. 03 Real-time escalation 4. 04 Sentiment reportable Reply triage runs on every message. Sentiment becomes a Salesforce field. Escalation happens before breach. Where it fits ## Works with the Salesforce tools you already use. ### Interpret replies automatically alongside Email-to-Case Email-to-Case Service Cloud Native Email-to-Case captures the message and creates the case record. The interpretation workflow runs on top, reading sentiment and intent on every reply that lands against an existing case. ### Reply interpretation for tiered escalation Tier 2 Customer success Customer-facing teams escalate cases on rules, not on rep memory. When a reply scores negative sentiment combined with urgency keywords, the workflow re-prioritises and routes to a senior agent or customer success manager. ### AI applied selectively, with bring-your-own LLM AI governance AI is used where interpretation adds value, and only there. Routine actions like closure on a clear positive resolution run on deterministic logic, so cost stays bounded and the workflow stays predictable. Built for service operations ## Reply interpretation as part of the workflow, not bolted on. ### Service operations gets the signal before the customer escalates. When sentiment shift, urgency keywords, or pattern changes are detected on a reply, the workflow surfaces the case before the customer sends a follow-up. CX teams move from reacting to escalations to preventing them. Reply interpretation runs as one step in the workflow from intake to resolution. ### Sentiment becomes a workflow input, not a survey result. CSAT and NPS surveys are lagging indicators. The interpretation workflow makes sentiment a live input to routing and prioritisation decisions, weeks before survey data would catch the same trend. ### Specialised agents do the work, not a single generalist AI. Each step is owned by a specialised agent with a defined role, including the Classification Agent relevant to this workflow. Agents pass context between steps, AI is applied only where interpretation adds value, and deterministic logic controls the rest. Sentiment Intent Urgency Message type Tier Channel Language SLA state Repeat contact Signals the workflow reads on every reply Components of reply interpretation ## Four elements every reply-interpretation workflow needs to cover. Ortoo Orchestrator provides the engine. The classification rules and resulting actions are configured by operations. ### Sentiment classification Every reply is scored for sentiment with the signal recorded against the case. ### Intent detection ### Urgency triggers ### Declarative rule configuration // RULE CONFIG #### Negative reply on Enterprise case sentiment Negative, shift -2 intent Complaint, follow-up urgency High, deadline ref segment Enterprise, Tier-2 sla risk Within 2h of breach owner Team lead pool IF sentiment = Negative AND segment = Enterprise THEN re-prioritise to P1, route to team lead. Case studies ## Service teams interpreting replies as a workflow step. [ Sage Intacct Scaled customer-support volume by replacing manual reply triage with a defined workflow that reads sentiment and intent on intake. Read case study ](/case-studies/sage-intacct-2)[ Rapid7 Handled rising case volume by routing replies through an orchestrated workflow that prioritises urgency and SLA risk before breach. Read case study ](/case-studies/rapid7)[ Verivox 75% Combined reply interpretation with the routing capability inside Ortoo Orchestrator to address 75% of inbound cases within the first 30 minutes. Read case study ](/case-studies/verivox) Related use cases ## Adjacent service workflows in Ortoo Orchestrator. [ Email-to-Case with AI triage AI-driven case intake and triage from inbound email. ](/use-cases/salesforce-email-to-case-ai)[ Email management for service teams Structured handling of high-volume case correspondence. ](/use-cases/salesforce-email-management-service-teams)[ Sentiment analysis on inbound cases AI sentiment scoring as part of the case workflow. ](/use-case/triggering-a-sentiment-analysis-on-an-inbound-case-in-salesforce-using-ai)[ Ortoo agents, Sentiment, Classification, Routing Specialised agents for every step of operational work. ](/solutions/agents) FAQ ## Common questions How does the workflow interpret replies automatically in Salesforce? + AI is applied selectively to read sentiment, intent, urgency, and message type on each customer reply. The classification is recorded as fields on the Salesforce case, and configured rules then trigger the next action: re-prioritise, escalate, or close. What sentiment signals does the workflow detect? + Positive, neutral, and negative tone are baseline. The workflow also detects urgency keywords, dissatisfaction patterns, escalation language, and tone shifts compared to earlier replies on the same case. Can we use our own LLM provider? + Yes. Ortoo Orchestrator supports bring-your-own-LLM, so teams running an OpenAI, Anthropic, or Google enterprise contract route interpretation calls through their own provider, with costs and audit trails on their own bill. How is AI cost controlled? + AI runs only on the workflow steps that need interpretation. Routine cases handled by deterministic logic do not trigger AI calls, so the team defines where AI is used and the rest stays rule-driven. How does this work with Agentforce? + Ortoo Orchestrator works alongside Agentforce. Agentforce handles the agent-led conversational moments where it fits; the orchestrator handles the structured workflow around it, including interpretation, routing, and the audit trail. Where are the interpretation results stored? + As fields on the Salesforce case. Sentiment scores, intent classifications, urgency flags, and trigger reasons are all visible on the record and queryable in standard Salesforce reports. Can we override or correct the classification when needed? + Yes. Reps and supervisors can adjust the classification on a case if the AI reading is off, and the corrections feed back into the workflow's tuning so accuracy improves over time. Make reply triage automatic ## Understand customer replies without reading every email. Book a 30-minute conversation. We will walk through your current reply triage and where automatic interpretation removes the lag. Installs natively into Salesforce. Start with one workflow, expand to others as the team is ready. You pay for work completed, not the steps required to complete it. [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. 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