How to integrate Salesforce service cloud MCP with OpenAI Agents SDK

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Introduction

This guide walks you through connecting Salesforce service cloud to the OpenAI Agents SDK using the Composio tool router. By the end, you'll have a working Salesforce service cloud agent that can list all open support cases for today, update case status to resolved for customer, fetch recent customer interactions for an account through natural language commands.

This guide will help you understand how to give your OpenAI Agents SDK agent real control over a Salesforce service cloud account through Composio's Salesforce service cloud MCP server.

Before we dive in, let's take a quick look at the key ideas and tools involved.

Also integrate Salesforce service cloud with

TL;DR

Here's what you'll learn:
  • Get and set up your OpenAI and Composio API keys
  • Install the necessary dependencies
  • Initialize Composio and create a Tool Router session for Salesforce service cloud
  • Configure an AI agent that can use Salesforce service cloud as a tool
  • Run a live chat session where you can ask the agent to perform Salesforce service cloud operations

What is OpenAI Agents SDK?

The OpenAI Agents SDK is a lightweight framework for building AI agents that can use tools and maintain conversation state. It provides a simple interface for creating agents with hosted MCP tool support.

Key features include:

  • Hosted MCP Tools: Connect to external services through hosted MCP endpoints
  • SQLite Sessions: Persist conversation history across interactions
  • Simple API: Clean interface with Agent, Runner, and tool configuration
  • Streaming Support: Real-time response streaming for interactive applications

What is the Salesforce service cloud MCP server, and what's possible with it?

The Salesforce service cloud MCP server is an implementation of the Model Context Protocol that connects your AI agent and assistants like Claude, Cursor, etc directly to your Salesforce Service Cloud account. It provides structured and secure access to your customer service data, so your agent can perform actions like managing cases, retrieving knowledge articles, automating service processes, and tracking customer interactions on your behalf.

  • Case management and triage: Empower your agent to create, update, assign, or close customer service cases, ensuring timely resolution of inquiries and incidents.
  • Knowledge base retrieval: Let your agent search, read, and recommend relevant knowledge articles to assist with customer support and internal troubleshooting.
  • Customer interaction tracking: Have your agent log new interactions, fetch historical communication, and surface recent touchpoints for a full view of customer engagement.
  • Omnichannel support automation: Enable your agent to route cases, escalate issues, and manage service requests across chat, email, phone, and social channels all from one place.
  • Service workflow automation: Direct your agent to trigger macros, update case statuses, or launch automated actions to streamline repetitive tasks and boost support team productivity.

Supported Tools & Triggers

Tools
Chasitor Sneak PeekSend real-time typing indicator (sneak peek) to Live Agent during active chat session.
Composite BatchTool to execute multiple independent REST subrequests in one batch call.
Composite RequestExecute up to 25 dependent Salesforce REST subrequests in a single API call.
Composite SObject TreeCreate one or more nested sObject record trees in a single API call.
Create Case RecordTool to create or upsert a Salesforce Case record.
Delete Case RecordTool to delete a Salesforce Case record.
Describe SObjectTool to retrieve metadata of any sObject.
Generate Request IDGenerate a UUIDv4 string to use as an Idempotency-Key header in Salesforce User Interface API requests.
Generate Signed JWT AssertionTool to generate a signed JWT assertion for Salesforce JWT bearer OAuth flow.
Get Case RecordRetrieve a Salesforce Case record by its ID.
Get Chat MessagesTool to long-poll for chat messages/events.
Get Live Agent API VersionTool to retrieve current Live Agent API version.
List Einstein BotsLists all Einstein Bot definitions in the Salesforce organization.
Query All SOQLTool to execute a SOQL query including deleted and archived records.
Query SOQLTool to execute a SOQL query.
Reconnect Chat SessionTool to reconnect a Live Agent chat session after the affinity token changes.
Resync Chasitor StateResynchronizes the chat visitor's state after a session reconnection.
Retrieve Connected App Private KeyTool to retrieve RSA private key PEM for a Salesforce Connected App.
Retrieve Salesforce UsernameTool to retrieve the Salesforce username.
Send Custom EventSend a custom event from a chat visitor to a Live Agent during an active chat session.
Set BreadcrumbTool to set a breadcrumb URL for the visitor's current page.
Upload File to S3Tool to upload a file to managed S3 storage.
Visitor Sensitive Data Rule TriggeredTool to trigger sensitive data rules for the chat visitor.

What is the Composio tool router, and how does it fit here?

What is Composio SDK?

Composio's Composio SDK helps agents find the right tools for a task at runtime. You can plug in multiple toolkits (like Gmail, HubSpot, and GitHub), and the agent will identify the relevant app and action to complete multi-step workflows. This can reduce token usage and improve the reliability of tool calls. Read more here: Getting started with Composio SDK

The tool router generates a secure MCP URL that your agents can access to perform actions.

How the Composio SDK works

The Composio SDK follows a three-phase workflow:

  1. Discovery: Searches for tools matching your task and returns relevant toolkits with their details.
  2. Authentication: Checks for active connections. If missing, creates an auth config and returns a connection URL via Auth Link.
  3. Execution: Executes the action using the authenticated connection.

Step-by-step Guide

Prerequisites

Before starting, make sure you have:
  • Composio API Key and OpenAI API Key
  • Primary know-how of OpenAI Agents SDK
  • A live Salesforce service cloud project
  • Some knowledge of Python or Typescript

Getting API Keys for OpenAI and Composio

OpenAI API Key
  • Go to the OpenAI dashboard and create an API key. You'll need credits to use the models, or you can connect to another model provider.
  • Keep the API key safe.
Composio API Key

Install dependencies

pip install composio_openai_agents openai-agents python-dotenv

Install the Composio SDK and the OpenAI Agents SDK.

Set up environment variables

bash
OPENAI_API_KEY=sk-...your-api-key
COMPOSIO_API_KEY=your-api-key
USER_ID=composio_user@gmail.com

Create a .env file and add your OpenAI and Composio API keys.

Import dependencies

import asyncio
import os
from dotenv import load_dotenv

from composio import Composio
from composio_openai_agents import OpenAIAgentsProvider
from agents import Agent, Runner, HostedMCPTool, SQLiteSession
What's happening:
  • You're importing all necessary libraries.
  • The Composio and OpenAIAgentsProvider classes are imported to connect your OpenAI agent to Composio tools like Salesforce service cloud.

Set up the Composio instance

load_dotenv()

api_key = os.getenv("COMPOSIO_API_KEY")
user_id = os.getenv("USER_ID")

if not api_key:
    raise RuntimeError("COMPOSIO_API_KEY is not set. Create a .env file with COMPOSIO_API_KEY=your_key")

# Initialize Composio
composio = Composio(api_key=api_key, provider=OpenAIAgentsProvider())
What's happening:
  • load_dotenv() loads your .env file so OPENAI_API_KEY and COMPOSIO_API_KEY are available as environment variables.
  • Creating a Composio instance using the API Key and OpenAIAgentsProvider class.

Create a Tool Router session

# Create a Salesforce service cloud Tool Router session
session = composio.create(
    user_id=user_id,
    toolkits=["salesforce_service_cloud"]
)

mcp_url = session.mcp.url

What is happening:

  • You give the Tool Router the user id and the toolkits you want available. Here, it is only salesforce_service_cloud.
  • The router checks the user's Salesforce service cloud connection and prepares the MCP endpoint.
  • The returned session.mcp.url is the MCP URL that your agent will use to access Salesforce service cloud.
  • This approach keeps things lightweight and lets the agent request Salesforce service cloud tools only when needed during the conversation.

Configure the agent

# Configure agent with MCP tool
agent = Agent(
    name="Assistant",
    model="gpt-5",
    instructions=(
        "You are a helpful assistant that can access Salesforce service cloud. "
        "Help users perform Salesforce service cloud operations through natural language."
    ),
    tools=[
        HostedMCPTool(
            tool_config={
                "type": "mcp",
                "server_label": "tool_router",
                "server_url": mcp_url,
                "headers": {"x-api-key": api_key},
                "require_approval": "never",
            }
        )
    ],
)
What's happening:
  • We're creating an Agent instance with a name, model (gpt-5), and clear instructions about its purpose.
  • The agent's instructions tell it that it can access Salesforce service cloud and help with queries, inserts, updates, authentication, and fetching database information.
  • The tools array includes a HostedMCPTool that connects to the MCP server URL we created earlier.
  • The headers dict includes the Composio API key for secure authentication with the MCP server.
  • require_approval: 'never' means the agent can execute Salesforce service cloud operations without asking for permission each time, making interactions smoother.

Start chat loop and handle conversation

print("\nComposio Tool Router session created.")

chat_session = SQLiteSession("conversation_openai_toolrouter")

print("\nChat started. Type your requests below.")
print("Commands: 'exit', 'quit', or 'q' to end\n")

async def main():
    try:
        result = await Runner.run(
            agent,
            "What can you help me with?",
            session=chat_session
        )
        print(f"Assistant: {result.final_output}\n")
    except Exception as e:
        print(f"Error: {e}\n")

    while True:
        user_input = input("You: ").strip()
        if user_input.lower() in {"exit", "quit", "q"}:
            print("Goodbye!")
            break

        result = await Runner.run(
            agent,
            user_input,
            session=chat_session
        )
        print(f"Assistant: {result.final_output}\n")

asyncio.run(main())
What's happening:
  • The program prints a session URL that you visit to authorize Salesforce service cloud.
  • After authorization, the chat begins.
  • Each message you type is processed by the agent using Runner.run().
  • The responses are printed to the console, and conversations are saved locally using SQLite.
  • Typing exit, quit, or q cleanly ends the chat.

Complete Code

Here's the complete code to get you started with Salesforce service cloud and OpenAI Agents SDK:

import asyncio
import os
from dotenv import load_dotenv

from composio import Composio
from composio_openai_agents import OpenAIAgentsProvider
from agents import Agent, Runner, HostedMCPTool, SQLiteSession

load_dotenv()

api_key = os.getenv("COMPOSIO_API_KEY")
user_id = os.getenv("USER_ID")

if not api_key:
    raise RuntimeError("COMPOSIO_API_KEY is not set. Create a .env file with COMPOSIO_API_KEY=your_key")

# Initialize Composio
composio = Composio(api_key=api_key, provider=OpenAIAgentsProvider())

# Create Tool Router session
session = composio.create(
    user_id=user_id,
    toolkits=["salesforce_service_cloud"]
)
mcp_url = session.mcp.url

# Configure agent with MCP tool
agent = Agent(
    name="Assistant",
    model="gpt-5",
    instructions=(
        "You are a helpful assistant that can access Salesforce service cloud. "
        "Help users perform Salesforce service cloud operations through natural language."
    ),
    tools=[
        HostedMCPTool(
            tool_config={
                "type": "mcp",
                "server_label": "tool_router",
                "server_url": mcp_url,
                "headers": {"x-api-key": api_key},
                "require_approval": "never",
            }
        )
    ],
)

print("\nComposio Tool Router session created.")

chat_session = SQLiteSession("conversation_openai_toolrouter")

print("\nChat started. Type your requests below.")
print("Commands: 'exit', 'quit', or 'q' to end\n")

async def main():
    try:
        result = await Runner.run(
            agent,
            "What can you help me with?",
            session=chat_session
        )
        print(f"Assistant: {result.final_output}\n")
    except Exception as e:
        print(f"Error: {e}\n")

    while True:
        user_input = input("You: ").strip()
        if user_input.lower() in {"exit", "quit", "q"}:
            print("Goodbye!")
            break

        result = await Runner.run(
            agent,
            user_input,
            session=chat_session
        )
        print(f"Assistant: {result.final_output}\n")

asyncio.run(main())

Conclusion

This was a starter code for integrating Salesforce service cloud MCP with OpenAI Agents SDK to build a functional AI agent that can interact with Salesforce service cloud.

Key features:

  • Hosted MCP tool integration through Composio's Tool Router
  • SQLite session persistence for conversation history
  • Simple async chat loop for interactive testing
You can extend this by adding more toolkits, implementing custom business logic, or building a web interface around the agent.

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FAQ

What are the differences in Tool Router MCP and Salesforce service cloud MCP?

With a standalone Salesforce service cloud MCP server, the agents and LLMs can only access a fixed set of Salesforce service cloud tools tied to that server. However, with the Composio Tool Router, agents can dynamically load tools from Salesforce service cloud and many other apps based on the task at hand, all through a single MCP endpoint.

Can I use Tool Router MCP with OpenAI Agents SDK?

Yes, you can. OpenAI Agents SDK fully supports MCP integration. You get structured tool calling, message history handling, and model orchestration while Tool Router takes care of discovering and serving the right Salesforce service cloud tools.

Can I manage the permissions and scopes for Salesforce service cloud while using Tool Router?

Yes, absolutely. You can configure which Salesforce service cloud scopes and actions are allowed when connecting your account to Composio. You can also bring your own OAuth credentials or API configuration so you keep full control over what the agent can do.

How safe is my data with Composio Tool Router?

All sensitive data such as tokens, keys, and configuration is fully encrypted at rest and in transit. Composio is SOC 2 Type 2 compliant and follows strict security practices so your Salesforce service cloud data and credentials are handled as safely as possible.

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