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Overview

Unify can access Salesforce through a shared workspace connection or each user’s personal connection. Connection preferences let you choose which account is used for chat and automatic sync rules.

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When to require user connections

Require user connections when chat or automatic sync rules should run as individual reps. This lets Salesforce apply each rep’s permissions and identify who performed the write. Common uses include:
  • Limiting opportunity edits. A rep with read-only access to opportunities can review them in chat, but Salesforce rejects attempts to change them. Field permissions also determine which values a rep can update.
  • Applying validation rules. Your shared integration account may be exempt from rules that apply to reps, such as requiring information before an opportunity changes stage. Using a rep’s connection subjects the write to the validation rules that apply to that rep.
  • Attributing new records to reps. Salesforce records the connected user as the creator of a new record, so your team can see which rep created a lead through Unify.
In the setup below, select User connections only for chat, automatic sync rules, or both. You can require personal connections for chat while keeping automatic updates on the workspace connection.

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Prerequisites

You need a workspace Salesforce connection and permission to manage the Salesforce integration in Unify.

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Configure connection preferences

1

Open workspace settings

Open Settings → Salesforce and click Workspace settings.If your team will use personal connections, enable Allow users to set up personal Salesforce connections.
2

Choose the connections

Choose a connection for chat and a connection for automatic sync rules. Each setting has three options:
OptionBehavior
Prefer user, fall back on workspaceUse the personal connection first, with workspace fallback when it is unavailable.
Workspace connection onlyUse the workspace connection.
User connections onlyRequire the user's personal connection, with no workspace fallback.
3

Save your preferences

Enable Allow users to write to Salesforce in chat if your team should create and update records through chat, then click Save.If you chose personal connections, have each user authorize their account using the User connection tab in the setup guide. For automatic sync rules, users must connect to the same Salesforce organization as the workspace connection.

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How Unify uses the connections

Chat uses the connection of the person sending the message when your preferences select a personal connection. For automatic writes, the associated user depends on the action:
ActionUser whose connection is considered
Sequence email sentSequence owner
Email sent from a manual or reply taskTask creator
Task created, completed, or skippedTask creator
Email opened, clicked, or opted outMailbox owner
Reply receivedSequence owner for sequence replies; original task creator for task replies
Call outcome loggedUser who made or received the call
Person enrolled in a sequenceEnrolling user, or the sequence owner when no enrolling user is recorded
Company or person attribute edited manuallyUser who made the edit
The selected connection must belong to the same Salesforce organization as the workspace connection. With User connections only, an automatic write requires an eligible connection for that user. Syncs from Salesforce to Unify and Salesforce sync actions in plays use the workspace connection. Access to data already synced into Unify follows your Unify workspace permissions.

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Review user connections

Administrators with permission to manage the integration can inspect the team’s connected accounts. Check these identities when requiring personal connections, particularly if someone reports unexpected CRM access.
1

Select a user connection

Open Settings → Salesforce. Open the connection selector and choose an account under User connections.
2

Check the connected identity

Open the connection’s three-dot menu and select Details. Check the connected email and Salesforce organization ID against the account the user should be using. If the identity is wrong, have the user choose Change user and authorize the correct CRM login.

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Troubleshooting

If your workspace has no Salesforce workspace connection, an integration administrator can select a personal connection, open its three-dot menu, and choose Convert to workspace connection. Review the confirmation, then click Convert to make that authorization shared across the workspace.Conversion cannot currently be reversed in Unify. Review the connected account’s access before sharing it with the team, then follow the workspace setup guide to configure mappings and syncs.
With User connections only, the user must connect or reauthorize their account before continuing.With Prefer user, fall back on workspace, chat uses the workspace connection if the user hasn’t connected an account. If their personal connection needs reauthorization, chat can use a workspace connection for the same Salesforce organization.