Support Contract-Aware Routing (Sprint / OverDrive / Fastlane)
Everest detects the customer’s active contract tier (Sprint, OverDrive, or Fastlane) from Salesforce entitlements at the start of the conversation. The tier adjusts downstream logic:- Queue priority: higher tiers receive higher routing priority.
- Escalation thresholds: sentiment and wait-time thresholds tighten as tier increases, so higher tiers escalate to a human sooner.
- Bot behavior: flows can branch on tier to change offered actions or messaging.
- Fastlane: skips standard queues and routes directly to the priority queue.
Cross-Channel Case Create and Update
Everest uses a native Salesforce connector built on the REST API and Platform Events. From any channel it creates or updates cases with the full conversation transcript, collected variables, and uploaded files attached to the record.- Supported objects: Case, Account, Contact, Asset, Entitlement, and custom objects.
- Bi-directional sync: field changes flow both ways between Everest and Salesforce.
- Duplicate case detection: before creating a new case, Everest matches open cases by contact, asset, and issue similarity, and updates the existing case when a match is found.
Routing and Queue Management
Conversation routing and live-agent handoffs honor the existing Salesforce configuration. Everest routes based on Salesforce queues, skills-based routing rules, and case priority, so no parallel routing model is required. Contract tier from entitlements feeds into queue priority as described above.Real-Time Data Lookup
During a conversation, Everest queries Salesforce in real time for:- Account details for the authenticated or verified customer.
- Registered devices (Assets) tied to the account.
- Entitlement and warranty status, including contract tier.
- Open cases, used for case continuity and duplicate detection.