Dublin, Ireland – 15th October 2026: Solgari has today announced an expansion of its customer engagement capabilities for organisations running on Salesforce, bringing conversation intelligence from customer interactions into the Salesforce environment and creating a richer data foundation for AI-powered workflows.
Customer conversations contain information that is often difficult to capture, structure and use. Calls, transcripts, sentiment and case activity can sit outside the core customer record, leaving sales and service teams with an incomplete view of the customer.
Solgari addresses this gap by capturing customer interactions and transforming conversation data into structured intelligence that can be connected to CRM and AI platforms.
For Salesforce organisations, Solgari provides an embedded Salesforce experience and synchronises interaction data with Salesforce contact and case records. This brings valuable intelligence from customer conversations into the Salesforce environment, creating a more complete view of the customer.
A key part of the capability is the ability to capture conversations taking place through Microsoft Teams. Organisations can continue using Teams for customer engagement while Solgari captures and structures the resulting conversation intelligence, making it available within Salesforce and to AI capabilities such as Salesforce Agentforce and Claude.
This is particularly significant as organisations consider the future of their Salesforce technology landscape. With Salesforce planning to retire most third-party apps from its marketplace in Q1 2028, customers are increasingly looking to consolidate customer engagement around the platforms they already use while ensuring valuable customer interactions are not lost outside the CRM.
Solgari enables customers to maintain Teams as a customer engagement channel while continuing to capture the conversations and intelligence generated through those interactions and make them available within Salesforce. This creates a data foundation that can support Agentforce and other AI-powered workflows.
From conversation to customer intelligence
Solgari’s conversation intelligence capabilities include transcription, conversation summaries and sentiment analysis, alongside interaction and case-management information. Its platform connects customer engagement with CRM systems rather than leaving conversation data isolated from the customer record.
For organisations adopting AI agents, the value is not only in the AI model itself, but in the quality, structure and availability of the customer information on which it operates. Solgari provides the conversation intelligence layer that enriches the customer’s existing technology environment, allowing Salesforce Agentforce, Claude and other AI technologies to work with more complete customer information.
By connecting Microsoft Teams customer engagement with Salesforce customer data and AI-powered workflows, Solgari gives Salesforce-focused organisations a practical route to capturing the value of every customer conversation while continuing to use the channels and technologies that fit their customer engagement strategy.
