Salesforce Connector

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Overview

The Salesforce Connector automatically syncs your service cases and conversation data from Salesforce Service Cloud to cxconnect.ai.

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What Data is Synced

The connector will sync the following information from your Salesforce account:

• Cases: Service cases including subject, description, status, and priority
• Conversations: Messaging conversation details from Salesforce Messaging
• Messages: Individual messages within each conversation

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Prerequisites

Before you begin, make sure you have:

1. Administrator access to your Salesforce account

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Required Information

You’ll need to provide the following when setting up the connector:

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Setup Instructions

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Step 1: Create Connected App in Salesforce

First, you’ll create a Connected App in Salesforce to generate the Client ID. We’ll use this Client ID to generate your certificate.

1. Log in to Salesforce as an administrator
2. Go to Setup > External Client App Manager
3. Click New External Client App
4. Fill in the details under Basic Information:
   • App Name: cxconnectai Sync
   • Contact Email: Your email address
   • Distribution State: Local
5. Under API (Enable OAuth Settings):
   • Check Enable OAuth
   • Callback URL:
     • Enter: https://test.api.cxconnect.ai/sync
   • Select these OAuth scopes:
     • Full access (full)
     • Perform requests at any time (refresh_token, offline_access)
     • Access the Salesforce API Platform (sfap_api)
     • Access Interaction API resources (interaction_api)
   • Uncheck Require Secret for Web Server Flow
6. Under Flow Enablement:
   • Select the following:
7. Under Security:
   • Assure the following are selected:
8. Click Create
9. Back under Settings > OAuth Settings:
   • Click Consumer Key and Secret
   • Copy Consumer Key

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Step 2: Set Up or Create Integration User

Make sure your integration user has these permissions through profile or permission set:

• API Enabled
• View All Data (or specific read access to Cases, Conversations, Email Messages)
• Access to Bulk API

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Step 3: Configure App Policies

Return to External Client App created:

1. Click Edit under Policies
2. Under OAuth Policies:
   • Under Permitted Users select the option “Admin approved users are pre-authorized”
   • Confirm the selection
3. Under App Policies there should now be profile and permission set options for pre-authorized users.
   • Select a profile or permission set that has read access to the data being synced (Case, Email, Messaging, etc)
4. Under OAuth Flows and External Client App Enhancements
   • Check Enable Token Exchange Flow
5. Under App Authorization:
   • Under IP Relaxation select: Relax IP restrictions
6. Click Save

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Step 4: Obtain Certificate from cxconnect.ai

Contact the cxconnect.ai support team with the following information. We will generate a certificate specifically for your Salesforce integration and send it to you.

• Email Support: [email protected]
• What to include:
  • Your Client ID (Consumer Key) from Step 1
  • Your Username (integration user email)
  • Whether you’re using a Sandbox environment (true for sandbox, false for production)

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Step 5: Upload Certificate to Salesforce

Once you receive the certificate file from cxconnect.ai:

1. Return to your External App.
2. Find your cxconnectai Sync Connected App
3. Under Settings select Edit
4. Scroll to OAuth Settings > Flow Enablement
5. Check the Enable JWT Bearer Flow
6. Click Upload Files
7. Select the certificate obtained from support in Step 4.
8. Click Save

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Step 6: Connect in cxconnect.ai Admin Portal

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Step 7: Monitor Your Sync

Once activated, the connector will automatically sync your data:

• Initial sync may take some time depending on data volume
• Monitor progress in the Admin Portal dashboard
• Check sync logs for any issues

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Troubleshooting

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Connection Issues

Problem: Unable to connect or authenticate What to check:

• Verify the certificate file uploaded to Salesforce matches the one provided by cxconnect.ai
• Make sure the username exactly matches your Salesforce user (case-sensitive)
• Check that the user is pre-authorized in the Connected App
• Confirm the “Is Sandbox” setting matches your Salesforce environment
• Verify the Consumer Key (Client ID) is correct

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Permission Errors

Problem: Connection works but can’t access data What to check:

• Ensure the integration user has “API Enabled” permission
• Verify the user has read access to Cases and Conversations
• Check that the Connected App is assigned to the user
• Make sure the user has Bulk API access

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Missing Data

Problem: Some cases or conversations aren’t syncing What to check:

• Verify Salesforce Messaging is enabled if syncing conversations
• Check that the integration user has access to the records
• Ensure records exist in the date range being synced
• Contact support if data consistently appears to be missing

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Certificate Issues

Problem: Authentication fails with certificate errors What to check:

• Confirm you uploaded the certificate provided by cxconnect.ai to Salesforce
• Make sure the certificate hasn’t expired
• Verify you used the correct Client ID when requesting the certificate
• Contact cxconnect.ai support if certificate issues persist

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Need Help?

This connector requires technical setup. If you need assistance:

• Email Support: [email protected] (we can help walk you through the setup)
• Salesforce Documentation: Salesforce Developer Docs