Overview

Authenticx for Salesforce empowers healthcare and life sciences teams to bring conversation intelligence directly into their Salesforce environment. By integrating with Health Cloud and Service Cloud Voice, this solution enables organizations to view real-time conversation insights, streamline agent workflows, and enhance the patient experience—without leaving Salesforce.

Key Features

Embedded Lightning Components

Display relevant conversation history and insights inside Salesforce using out-of-the-box Lightning components. These include:

Conversation summaries and sentiment trends
Key discussion points and follow-up actions
Indicators of satisfaction or frustration
Real-time AI-generated insights

Real-Time Agent Support

Agents receive in-the-moment guidance during calls, including:

Talking points for common questions and programs
Prompts to guide difficult or high-stakes conversations
Summarized historical context from prior interactions

Automated Post-Call Intelligence

Reduce manual effort after each call with automated tools that:

Summarize conversations and identify key themes
Flag potential compliance issues or adverse events
Feed insights directly into reporting and workflows

Secure & Compliant by Design

Authenticx processes data using secure infrastructure built on Microsoft Azure. The solution is designed to support HIPAA-compliant workflows, including PII redaction, safety event detection, and audit-friendly data access.

Getting Started

To get started with Authenticx for Salesforce, please contact your Authenticx contact or reach out through the Salesforce AppExchange listing.

Salesforce Lightning App

The Authenticx Salesforce Lightning App embeds AI-powered conversation intelligence directly into your Salesforce environment. Designed for Health Cloud and Service Cloud Voice, the managed package installs Lightning components that surface call insights, real-time agent guidance, and post-call intelligence on your Salesforce record pages.

Prerequisites

Salesforce Lightning Experience (Classic is not supported)
Service Cloud Voice (SCV) enabled with Amazon Connect or another supported telephony provider
Salesforce Administrator access for installation and configuration

Setup Guides

Complete the following steps in order to install and configure the Authenticx Lightning App:

Authenticx as an Auth Provider — Configure Authenticx as an OAuth 2.0 / OpenID Connect authentication provider in your Salesforce org.
Creating External Credentials — Set up the external credential that Salesforce uses to securely communicate with the Authenticx platform.
Creating Named Credentials — Create the named credential that links your external credential to the Authenticx API endpoint.
Installing Authenticx for Salesforce — Install the managed package and add Authenticx Lightning components to your Voice Call page layout.

Lightning Components

Once installed, the following components are available to add to your Salesforce page layouts:

Component	Description
Authenticx KBo Auto Prompt	Surfaces real-time talking points and conversation guidance during live calls.
Authenticx KBo Chat	Provides an interactive AI-powered chat interface for agents to query conversation context.
Authenticx Previous Calls	Displays historical interaction summaries and insights for the current record.

Questions?

Contact your Authenticx representative or visit the Salesforce AppExchange listing to learn more.