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Connect Salesforce to IrisAgent

  • If you are a Salesforce admin, go to the IrisAgent Dashboard and sign in with Google, Microsoft, or Okta SSO.
  • Choose Salesforce as your ticket source:
    • During onboarding: on the Connect your first data source step, choose Ticketing system, then pick Salesforce.
    • Later, or to add Salesforce alongside an existing source: go to Data Sources → Ticketing System in the left navigation and pick Salesforce.
  • Select the option that matches your org:
    • For a production Salesforce org, choose Connect production org.
    • For a Salesforce Sandbox org, choose Connect sandbox org.
  • Sign in with your Salesforce credentials, give the OAuth permissions, and click Allow.

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Install the IrisAgent app in Salesforce account

  1. Install the IrisAgent app using the installation link for your org type: Make sure you are logged into the target Salesforce org before opening the link. Sandbox orgs must use the test.salesforce.com link above, not the production one.
  2. Select the option Install for All Users (note that you can later restrict access to certain profiles). Click on Install after checking the acknowledgment. After installation, click on Done.

IrisAgent app listing for Salesforce

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Display the IrisAgent app on the Lightning Salesforce case page

  1. Go to Setup – Object Manager. Search for the Case object.
  2. Click on the Lightning Record Pages menu option and edit or create a Lightning page.
  3. Click Edit.
  4. Select IrisAgent Sidebar: Inline Email and set it to the desired location on the page. Do not add the standard IrisAgent Sidebar component as well.
  5. Make sure the standard Email action is visible in the Case Feed publisher when the page loads. This lets agents insert Suggested and Dynamic Resolutions into the inline email composer.
  6. Click on Save. If a pop box opens, click on Activate.

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Share the list of custom fields

Salesforce Service Cloud allows use of many custom fields. We would need those field names to perform data ingestion. Please email the API field names for the following entities at this email address:
  1. Article body in Salesforce Knowledge
  2. Case priority
  3. Any other entity for which you are using a custom field, instead of the default standard field that you would like IrisAgent to access
Permissions accessed by IrisAgent
  1. IrisAgent uses the “api” scope.
  2. The token obtained after the OAuth flow will have access to all the objects the logged-in user has access. Hence, a separate service user should be created for IrisAgent with sufficient permissions to access the objects required by IrisAgent.
  3. Below are the objects accessed by IrisAgent
The above steps will complete the installation of IrisAgent. Please email us once these steps are completed, and our team will start setting up the machine learning models for your account.