Salesforce

Connect your PolyAI agent to Salesforce for customer data lookup and case management.

Connect PolyAI to Salesforce to retrieve customer records, create cases, and manage data during calls. Your agent can access account information, update records, and send follow-up messages.

This integration is available from Integrations in Agent Studio under CRM.

Prerequisites

• A Salesforce account with administrator access
• Access credentials for the PolyAI Portal

What you’ll provide to PolyAI

Once you finish the Salesforce setup below, share the following with your PolyAI representative through a secure channel:

Credential	Description
Client ID	Consumer Key from the Connected App
Client Secret	Consumer Secret from the Connected App
Username	Salesforce username for the integration user
Password	Salesforce password appended with the user’s security token
Access Token URL	https://login.salesforce.com/services/oauth2/token (or test.salesforce.com for sandbox)
Base URL	Your Salesforce instance URL, e.g. https://your_instance.salesforce.com

Set up Salesforce for API access

1. Enable API access on the integration user's profile

   1. Log in to Salesforce with admin privileges.
   2. Go to Setup → Users → Profiles.
   3. Edit the profile for the user that will connect to PolyAI.
   4. Ensure API Enabled is checked.
2. Create a Connected App

   1. Go to Setup → App Manager.
   2. Click New Connected App.
   3. Fill in the following:

   Field	Value
   Connected App Name	PolyAI Integration
   API Name	PolyAIIntegration
   Contact Email	Your email
   Enable OAuth Settings	Checked
   Callback URL	Any HTTPS URL you control, e.g. https://yourcompany.com/oauth/callback — not actively used but required
   Selected OAuth Scopes	Full Access (full) and Perform requests on your behalf at any time (refresh_token, offline_access)

   4. Save the Connected App and copy the Consumer Key and Consumer Secret — these are your Client ID and Client Secret.
3. Share credentials with PolyAI

   Send the values from the table above to your PolyAI representative. PolyAI uses them to generate the OAuth access token and stores them as encrypted secrets.

Code example: create a Salesforce case

Once the integration is live, your agent can create cases through the Salesforce REST API. This is a simplified example of the underlying call.

import requests

def create_salesforce_case(base_url, access_token, case_data):
    """
    Create a case in Salesforce.

    :param base_url: Salesforce base URL (e.g., https://your_instance.salesforce.com)
    :param access_token: OAuth access token
    :param case_data: Dictionary containing case details
    """
    url = f"{base_url}/services/data/v55.0/sobjects/Case"
    headers = {
        "Authorization": f"Bearer {access_token}",
        "Content-Type": "application/json",
    }

    response = requests.post(url, headers=headers, json=case_data)

    if response.status_code == 201:
        print("Case created successfully!", response.json())
    else:
        print("Failed to create case.", response.status_code, response.text)


if __name__ == "__main__":
    base_url = "https://your_instance.salesforce.com"
    access_token = "your_access_token"

    case_data = {
        "Subject": "Support Request",
        "Description": "Details about the issue.",
        "Origin": "Web",
        "Status": "New",
    }

    create_salesforce_case(base_url, access_token, case_data)

Next steps

Once PolyAI has your credentials, the integration is configured on our side and you’ll be contacted when it’s ready. For custom functionality, contact your PolyAI account manager.

Related pages

Integrations overview

Browse all available integrations.

Call handoffs

Configure agent handoff routing.

Additional resources

• Salesforce REST API documentation
• OAuth 2.0 in Salesforce