MIntegration · E-commerce and Retail

Connect Magento (Adobe Commerce) store data to Salesforce Agentforce

Magento, now Adobe Commerce, is the enterprise ecommerce platform that mid-market and enterprise retailers use to manage complex product catalogues, multi-store operations, B2B commerce, and high-volume order processing. Salesforce holds the commercial and service record of the same customers buying from those stores. When a customer contacts support about an order, the accurate context — the order status, the line items, the fulfilment details, and the return eligibility — is in Magento. When a high-value purchase is made, that event should update or create the Salesforce contact so the commercial record reflects actual buying behaviour. When Emerge Digital connects Magento to Agentforce, store and order data is available to agents during service and account conversations — and purchase events flow automatically into Salesforce to keep the customer record aligned with actual activity.

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What this unlocks

Order history and status readable during service conversations: when a customer contacts support about a delivery, a defective item, or a return request, an agent can read the Magento order record — the items, the fulfilment status, the carrier and tracking number — and provide a specific response without the customer needing to forward their order confirmation.
Magento customer account data creates and updates Salesforce contacts: when a customer places an order or updates their Magento account, an agent can match the customer to an existing Salesforce contact or create a new one — so the CRM record reflects purchase history, product preferences, and B2B account hierarchy without a manual data import.
B2B account and company hierarchy context for enterprise commerce: Magento's B2B features track company accounts, buyer roles, and negotiated price lists — an agent can read the company account structure and purchasing authority levels in Magento during a sales or service conversation to understand who in the customer organisation can make purchasing decisions.
High-value customer identification for priority service routing: Magento customer lifetime value data can be read by an agent at the start of a service interaction to identify and route high-value customers to priority service handling rather than the standard queue.

In the customer journey

Return request resolved from the Magento order record

A customer contacts support requesting a return on a bulk order placed last month. The agent reads the Magento order — 47 units, three product types, purchased on a negotiated B2B price list, within the 30-day return window. The agent confirms the return is eligible, provides the RMA number from Magento, and routes the pickup request — resolving the interaction with specifics rather than asking the customer to check their email for the order confirmation.

Enterprise buyer creates or updates the Salesforce account

A new corporate buyer places their first order in Magento under an existing company account. The agent checks Salesforce — the company account exists but this buyer contact is not in the system. The agent creates the Salesforce contact linked to the parent account, tags the contact with the buyer role and the product category, and routes them to the account manager. The commercial record reflects the new buyer relationship from their first transaction.

High-value customer contacts support — routed to a senior agent

A customer contacts support about a product specification query. The agent reads the Magento customer record — this customer has spent $180,000 across 14 orders in the past year and is on a negotiated B2B agreement. The agent routes the contact to a senior account-aligned service agent rather than the general queue, and includes the customer's purchase history and current account terms in the routing context.

Why not Magento's native Salesforce integration?

Adobe Commerce has a Salesforce integration via the Adobe Commerce for Salesforce Commerce Cloud connector and some marketplace extensions. These provide data syncing for specific ecommerce and CRM scenarios. What they do not provide is live Magento order, customer, and B2B account data queryable by a Salesforce Agentforce agent in real time during a service conversation: a service agent cannot ask Magento's connector for the return eligibility of a specific order, identify a high-value Magento customer at the start of a service interaction for priority routing, or surface a B2B buyer's negotiated price list and purchasing authority during a sales conversation. Emerge Digital builds the retrieval and event coordination layer that makes Magento data genuinely available to agents in commercial and service conversations.

Magento's Agentforce integration is active throughout the customer lifecycle for B2C and B2B ecommerce businesses — from first purchase (contact and account creation) through the active buying relationship (order support, B2B account management) to high-value customer prioritisation. Its B2B features make it particularly relevant for enterprise commerce organisations where company account hierarchy and negotiated pricing are part of the commercial relationship.

How Emerge integrates Magento

Emerge Digital connects Magento to Salesforce Agentforce as a consulting engagement. We map which Magento data types agents need to read — orders, customer accounts, B2B company structures, and product and inventory data — configure the purchase event triggers that create and update Salesforce contacts, define the high-value customer routing logic, and set the access boundaries that govern which agents can read which customer and order data. The integration is designed around your Magento store configuration, B2B setup, and Salesforce account model.

How we structure an engagement

Related integrations

FAQ

Can the agent process refunds or cancel orders in Magento?

Order management write actions — refunds, cancellations, and order modifications — stay with the commerce or fulfilment team in Magento. Agents read order status, fulfilment details, and return eligibility; they surface that context in the conversation but do not initiate changes to order records without explicit authorisation from the relevant team.

We use Magento Open Source rather than Adobe Commerce — does the integration work for both?

Yes. The core order and customer data API is available in both Magento Open Source and Adobe Commerce. The B2B features — company accounts, negotiated price lists, and requisition lists — are Adobe Commerce-only. The integration scope is designed around which Magento product your store runs.

How does this relate to Magento's Adobe Experience Cloud integration?

Adobe has an integration between Magento and Adobe Experience Cloud for analytics and personalisation. Emerge's integration focuses specifically on making Magento order and customer data available to Salesforce Agentforce agents during service and commercial conversations — a different layer from the Experience Cloud analytics and personalisation use case.

How long does a Magento + Agentforce integration take?

A focused engagement typically runs four to six weeks: mapping which Magento data types and events are in scope, configuring purchase event contact creation, building order status retrieval for service agents, defining B2B account structure mapping and customer routing logic, and testing order support, contact creation, and high-value routing scenarios.

Ground your agents in Magento.

Tell us what your agents need to read and write in Magento, and we'll design the integration and the governance around it.

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