The Salesforce integration lets agents read and write Cases, Leads, Opportunities, and custom objects.
Setup
- In Dashboard → Integrations, choose Salesforce and click Connect.
- Authorize via OAuth with a Salesforce user that has API access. We recommend a dedicated integration user so agent activity is auditable in Salesforce itself.
- Select the objects the integration may touch. Agents can never access objects outside this allow-list.
Common patterns
- Case triage — a customer-ops agent reads new Cases, sets priority and routing fields, and escalates ambiguous ones.
- Lead enrichment — a data agent fills missing firmographic fields on new Leads.
- Opportunity hygiene — an agent flags stale Opportunities and drafts follow-up tasks.
Permissions model
The integration acts with the permissions of the connected user — Salesforce profiles and field-level security apply as usual. If an agent's writes fail with permission errors, the agent enters error status and the failing operation escalates.