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Overview

Connecting Salesforce as a CRM is different from connecting Salesforce as a ticketing system. The CRM connection brings customer and account context into IrisAgent: who the customer is, what they have bought, and how important the account is. That context helps IrisAgent prioritize and route work, and gives agents the account picture next to the ticket rather than in another tab. If you are looking to connect Salesforce as your ticketing system instead, see the Salesforce guide.

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Before you start

This step should be completed after you have connected IrisAgent to your ticketing system. The CRM connection layers account context onto tickets that IrisAgent is already ingesting, so the ticketing connection needs to exist first.

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Integrating IrisAgent with Salesforce CRM

If you are using Salesforce as your CRM, follow the steps below to connect with IrisAgent.
  1. After logging in to the dashboard, click on Manage Integrations.
  2. Click on the Connect button for Salesforce CRM.
  3. You will see the OAuth screen. Click on Allow.
Once the connection is authorized, the Salesforce CRM tile on the Manage Integrations page shows as connected.

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Scoping the connection

As with any integration, the token generated by a user carries that user’s own permissions in Salesforce. We recommend creating a dedicated service user with access limited to the objects IrisAgent needs, and connecting with that user. Permissions can then be granted or revoked centrally as requirements change.

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Data governance and security

Data between customer environments and IrisAgent’s systems is always encrypted at rest and during transmission, authenticated at each endpoint, monitored for integrity, and protected by enterprise-grade security protocols.
  • IrisAgent removes PII data and does not store any PII data on our servers.
  • IrisAgent does not share any data with third parties.
  • IrisAgent is SOC 2 Type II compliant and GDPR compliant.