Introduction
The Salesforce integration enables Sana Agents to read and write to your accounts, contacts, leads, opportunities and activities in real-time.
Integration capabilities
The Salesforce integration support read and write actions to the following Salesforce objects:
Salesforce object | Read | Write |
Account | ✅ | ✅ |
Contact | ✅ | ✅ |
Lead | ✅ | ✅ |
Opportunity | ✅ | ✅ |
Case | ✅ | ✅ |
Activity (call, email, meeting, notes) | ✅ | ✅ |
Common use-cases:
Search your Salesforce data, e.g. “Find recently created accounts”
Create a new object, e.g. “Create a new account for Acme”
Update deal information after a sales call, e.g. “Change the number of employees for Acme account from 100 to 500”
Type of integration:
Private: Set up per user and mirroring the underlying individual access rights
Availability:
Integration type | Free tier | Team tier | Enterprise tier |
Private | ❌ | ❌ | ✅ |
Shared | ❌ | ❌ | ❌ |
Centralized | ❌ | ❌ | ❌ |
Scope and permissions
Scope | Purpose | Type |
api | Grants permissions to use the Salesforce APIs on behalf of the user to read and write data | Required |
refresh_token | Allows the app to obtain new access tokens without forcing the user to log in again. | Required |
offline_access | Access resources when you are offline (get refresh tokens) | Required |
Known limitations
Sana Agents’ Salesforce integration is optimized for look-ups of individual and/or small sets of records, not exhaustive aggregations, e.g. “What do you know about Acme Co” instead of “What is the win/loss ratio in Q2?”.
Integration set-up
Important pre-requisite:
Before a non-admin user can set up the Salesforce integration in Sana, your Salesforce admin must first install Sana as a Connected App in Salesforce by doing the following:
Step 1: Initiate the connection (Non-admin Salesforce user)
A non-admin Salesforce user starts the Salesforce integration setup in Sana. The connection will initially fail at the final step because Sana hasn't yet been authorized on the Salesforce side – this is expected.
Step 2: Authorize the app (Salesforce admin user)
After step 1, Sana appears under "Connected Apps OAuth Usage" in your Salesforce admin's Advanced Settings, read more here. The admin must click the Install button next to Sana to authorize the integration, see example below using Coefficient app as reference.
1. Find Salesforce on the integration page and click “Connect just for me”.
2. You will be prompted to enter your Salesforce organization’s instance domain. Make sure you enter the my.salesforce instance URL, not the lightning one.
3. Click “Next” and then click “Open window” to log in to Salesforce and connect your account.
4. You will be redirected to Salesforce to log in with your account.
5. After the previous step, you get redirected back to Sana. Click the button “Finish setup”
6. Select the tools you want to be able to use to have granular control of what you want to be able to do with the Salesforce integration and then click “Continue”. Tip: there are enable and disable all buttons.
7. Add custom instructions and context to help Sana perform better. E.g add instructions for custom vocabulary that you use to help Sana look at the correct fields inside of Salesforce.
8. You are now ready to use Salesforce in Sana.
FAQ
Q: Can I push content into Salesforce from Sana?
A: Yes.
Q: How often is Salesforce synced?
A: This integration is an API based integration which means that it makes API calls to fetch your data in real-time as you make a request. This means that your data does not need to be synced at all and it will always be up-to-date.
Q: Which Salesforce objects can I interact with inside of Sana?
A: We currently support reading and writing to the following objects: Account, Contact, Lead, Opportunity, Activity (call, email, meeting, notes).
Q: Where can I find my organization’s domain URL?
A: In Salesforce, navigate to Setup > My Domain and you should see it under My Domain Details.
Data handling & privacy
Sana AI is fully committed to data security and privacy. All data accessed by Sana AI is encrypted both in transit and at rest. Sana does not train any underlying language models on your data, ensuring the privacy of your information. Sana AI is ISO 27001 certified; and SOC 2 and GDPR compliant, and adheres to the highest standards of data security.