Prerequisite: Third-party connectors are available only on the Sana Enterprise tier, with one exception: the Workday connector is included for both Sana Core and Sana Enterprise.

Introduction

Connect Salesforce to Sana to find, create and update accounts, leads, contacts, and opportunities. Research, enrich and keep your customer data up-to-date with context from your connected apps to close more deals.

In summary, the connector has the following key characteristics:

Category: Sales
Connector type: Real-time
Auth type: OAuth
Hosting type: Managed

Capabilities

This connector is able to do the following:

Capability

Find accounts

Create accounts

Update accounts

Find leads

Create leads

Update leads

Find contacts

Create contacts

Update contacts

Find opportunities

Create opportunities

Update opportunities

Find notes

Create notes

Update notes

Tools

While the capabilities above describe what the connector can do at a high level, the underlying tools show exactly which operations the agent can use when you ask Sana about Salesforce. In practice, the agent may call one or more tools to achieve a single capability.

Tool

Create crm record

Delete crm record

Describe object

Get related records

Get user info

List objects

Soql query

Text search

Update crm record

Note: This article lists the connector's full set of tools. Your workspace owner can disable individual tools for your workspace, so some of those listed here may not be available to your agents. If a tool you expected is missing, reach out to your workspace owner.

Triggers

While tools are the actions an agent takes on your behalf, triggers are the events that can start an agent automatically. When you build an agent, you can choose one of the triggers below as its starting point. For example, having the agent run every time something new happens in Salesforce.

Trigger

Case Updated (Instant, of Selectable Type)

Email Template Updated (Instant, of Selectable Type)

Knowledge Article Updated (Instant, of Selectable Type)

New Case (Instant, of Selectable Type)

New Deleted Record (Instant, of Selectable Type)

New Email Template (Instant, of Selectable Type)

New Knowledge Article (Instant, of Selectable Type)

New Outbound Message (Instant)

New Record (Instant, of Selectable Type)

New Updated Record (Instant, of Selectable Type)

Scope and permissions

This connector uses OAuth. When you connect your account, you will need to sign into your account and grant the required permissions.

Set up instructions

Prerequisites:

You are a Sana Enterprise user – all third-party connectors except the Workday connector are available only for users on the Sana Enterprise tier.
Your Sana workspace owner has enabled this connector – if the workspace owner has disabled the connector it won't appear in the list of available connectors.

Step 1: Go to the connectors page in Sana

In Sana, click on your profile icon and name in the bottom left corner and select Connectors.

Step 2: Find Salesforce in the list of available connectors

Scroll to the Available connectors section and locate Salesforce.

Note: If you can't find a connector in this list, it means one of the following:

You've already connected it — check the ”Active connectors” section at the top of the connectors page, or
Your workspace owner has disabled this connector for your workspace — reach out to them for more information or to request that it be enabled.

Step 3: Hover the connector card and click the connect button

Hover the Salesforce card and click the Connect button.

Tip: If you click the card itself instead of the Connect button, you'll open a connector detail page with more information about its capabilities.

Step 4: Initialize the Pipedream connection

When clicking Connect in the previous step, a pop-up will appear powered by Pipedream. Click the Continue button in the pop-up to initialize the set up.

Note: Sana uses Pipedream to connect your account. Pipedream is a Workday product, trusted by millions of people to keep their data secure.

Step 5: Select your Salesforce instance

In the Pipedream pop-up, choose the Salesforce instance you want to connect to:

Production — your live Salesforce environment, where your real data lives. This is the right choice for almost all users.
Sandbox — a non-production environment, useful for testing the connector without touching production data.

Step 6: Complete the set up

You've successfully connected your Salesforce account. Click Continue to complete the setup and start using the connector.

Known limitations

Some users can connect while others can't: Sana connects to Salesforce through Pipedream. If Pipedream isn't installed as a connected app at the organization level in your Salesforce org, only users who are allowed to self-authorize (often just admins) can complete the connection, while everyone else sees an authorization error. To make the connector available to all users, a Salesforce admin needs to enable the Salesforce REST API and install Pipedream as a connected app at the organization level. Salesforce is phasing out connected apps, and support for the replacement is expected, so these steps may change.

Frequently asked questions

Q: Some users in my workspace can connect Salesforce, but others can't. Why?

A: This usually means Pipedream — which Sana uses to connect to Salesforce — isn't installed at the organization level in your Salesforce org. When it isn't, only users who are allowed to self-authorize (often just admins) can complete the connection, while everyone else sees an authorization error. A Salesforce admin can fix this by enabling the Salesforce REST API and installing Pipedream as a connected app at the organization level; see Known limitations above for the specifics.