## Add the block From the blocks panel, open **Talk to a human** and choose the Salesforce option. Choosing Salesforce Sales inside Talk to a human

On the canvas the block appears as **Transfer to Salesforce**. Click **Settings** to open it. Transfer block on the canvas

## Configuration Transfer configuration in single object

**Tags (Treble.ai Teams).** The team the conversation goes into. It is required and works as the default destination: if the conversation cannot be assigned to a specific person, it stays in this team's queue. **Labels (sales.treble.ai Labels).** Optional. They are used to classify the conversation inside Sales and then filter or report on it. They do not affect who it is assigned to. In multi-object there are two more fields, because you first have to say **from which object** the owner will be read. Transfer configuration in multi-object

**Tags (Treble.ai Teams).** Required. The destination team. **Labels.** Optional, to classify the conversation. **Object.** Required. Which of your objects the owner will be read from (for example `Account`). **Owner property.** Required. The field of that object that contains the owner. The list shows the owner fields that were configured **when installing the integration** for that object; it is usually `OwnerId`. If the dropdown only offers you `OwnerId` and you need to use another field (for example a custom assigned advisor field), write to your Customer Success Manager: that list is defined in the integration's object configuration, not from the block.

## How it is decided who receives it Using the conversation's phone number, just like the other Salesforce blocks. In multi-object, from the object and field you chose. In single object, from your parent entity's record. The owner must also exist as an **agent in Treble**. Agents are created when installing the integration, or manually afterwards.

Create a new agent

The advisor sees it in their Sales inbox as a conversation assigned to them. It still goes into the queue of the team you chose in **Tags**, and the next available advisor takes it according to your account's routing rules. **The case that surprises people the most:** the person is new and does not exist in Salesforce yet. There is no record, there is no owner, and the conversation goes into the team unassigned. This is the expected behavior, not an error. It is worth letting the team know so they don't interpret those conversations as an integration failure.

## Common issues Almost always the Salesforce owner **is not created as an agent in Treble**. Check the list of agents in Treble and confirm that user is there, with the same email they have in Salesforce. Remember that the agent import modal **only appears once**, during installation. Advisors who joined Salesforce afterwards have to be created manually in Treble. In multi-object, check which **object** you are reading the owner from. If the same person exists as a `Lead` and as an `Account` with different owners, the conversation follows the owner of the object you configured in the block, not the one you have open on screen. That list comes from the object configuration that was defined when installing the integration. It cannot be changed from the block; write to your Customer Success Manager. The history is written to the CRM **when the conversation is closed**, not during it. While the conversation is active, the advisor sees the messages inside Treble Sales.

Conversation history in the CRM

## Next steps So your advisors can reply without leaving the CRM. How the conversation is saved in Salesforce. This documentation is built and hosted on [Mintlify](https://mintlify.com), a developer documentation platform.