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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
  2. Access to a computer with command-line tools (for generating security keys)
This connector requires some technical setup including creating security keys. If you’re not comfortable with command-line tools, please contact your IT team or reach out to our support team for assistance.

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Required Information

You’ll need to provide the following when setting up the connector:
FieldWhat is it?Where to find it
UsernameSalesforce integration user emailYour integration user’s email
Client IDUnique identifier from Connected AppGenerated in Step 2 below
Private KeySecurity key fileGenerated in Step 1 below
Is SandboxWhether you’re using a test environmentSelect “true” for sandbox, “false” for production

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Setup Instructions

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Step 1: Generate Security Keys

You’ll need to create a security key pair. Open a terminal or command prompt and run these commands: 
# Generate private key
openssl genrsa -out private_key.pem 2048

# Generate certificate
openssl req -new -x509 -key private_key.pem -out certificate.crt -days 365
Save both files in a secure location. You’ll upload the certificate to Salesforce and provide the private key to cxconnect.ai.
Keep your private key file secure and never share it publicly or commit it to version control.

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Step 2: Create Connected App in Salesforce

  1. Log in to Salesforce as an administrator
  2. Go to Setup > App Manager
  3. Click New Connected App
  4. Fill in the details:
    • App Name: cxconnect.ai Sync
    • Contact Email: Your email address
  5. Under API (Enable OAuth Settings):
    • Check Enable OAuth Settings
    • Callback URL: Enter https://login.salesforce.com
    • Check Use digital signatures and upload the certificate.crt file from Step 1
    • Select these OAuth scopes:
      • Access and manage your data (api)
      • Perform requests on your behalf at any time (refresh_token, offline_access)
      • Access Connect REST API resources (chatter_api)
    • Uncheck Require Secret for Web Server Flow
  6. Click Save
  7. Click Continue
  8. Copy the Consumer Key - this is your Client ID

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Step 3: Configure Permissions

  1. From the Connected App page, click Manage
  2. Click Edit Policies
  3. Under OAuth Policies:
    • For Permitted Users: Select “Admin approved users are pre-authorized”
    • For IP Relaxation: Select “Relax IP restrictions”
  4. Click Save
  5. Click Manage Permission Sets
  6. Assign the permission set to your integration user

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Step 4: Set Up Integration User

Make sure your integration user has these permissions:
  • API Enabled
  • View All Data (or specific read access to Cases and Conversations)
  • Access to Bulk API

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Step 5: Connect in cxconnect.ai Admin Portal

  1. Log in to the cxconnect.ai Admin Portal
  2. Go to Sync Connectors > Add Connector
  3. Select Salesforce
  4. Enter your information:
    • Username: Your integration user email
    • Client ID: The Consumer Key from Step 2
    • Private Key Path: Path to your private_key.pem file
    • Is Sandbox: Choose true for sandbox, false for production
  5. Click Test Connection to make sure everything is set up correctly
  6. Click Save & Activate to start syncing

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Step 6: Monitor Your Sync

The Sync Engine is currently in development and not yet deployed. This documentation is provided in advance of the feature release.
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 private key file matches the certificate uploaded to Salesforce
  • 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 Mismatch

Problem: Authentication fails with certificate errors What to check:
  • Confirm the private key file matches the certificate in Salesforce
  • Make sure the certificate hasn’t expired
  • Verify you’re using the correct private key file
  • Try regenerating the key pair and certificate if issues persist

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Need Help?

This connector requires technical setup. If you need assistance: