Salesforce (admins)

Connect your Salesforce org to ept AI. Then ept AI makes rooms from your accounts and opportunities, and uses your Salesforce data in rooms and in chat. ept AI reads your Salesforce data. It does not change your Salesforce records.

Back to Integrations Overview · Next: Salesforce permissions in ept AI · ept AI inside Salesforce

How the connection works

• One Salesforce user, the integration user, authorizes ept AI. ept AI can read only the data that this user can read.
• ept AI keeps a copy of the data for your ept AI account. Changes to accounts, contacts, opportunities, and cases come to ept AI in a few minutes. Other data updates one time each day.
• Each ept AI user sees only the Salesforce records that they can see in Salesforce. Refer to Salesforce permissions in ept AI.

Before you start

You need	Why
A Salesforce admin	The admin installs the ept AI packages.
An integration user	ept AI signs in as this user. Use a dedicated user, not a person.
A Salesforce edition with API access	Enterprise, Unlimited, Performance, and Developer editions have API access.
4 free Change Data Capture entity selections	ept AI gets live changes for 4 objects. Salesforce gives most orgs 5 selections.
An admin user in ept AI	The admin sends the connection request.

Connect a sandbox, then production

Do these steps in a sandbox first. When the sandbox works, do the same steps in production. Each org is a separate connection.

Step 1: Request the connection

1. In ept AI, click Integrations in the left sidebar.
2. Click the Browse catalog tab.
3. Click the Salesforce card.
4. Click Request integration.

The ept AI team contacts you. Give the team the URL of your org, for example https://acme--uat.sandbox.my.salesforce.com. The team sends you two package links and a connection link.

Step 2: Install the ept AI packages

Install the two packages in this order:

Package	What it adds
OAuth package	The Ept Prod app. ept AI uses it to read your data.
Change package	A Change Data Capture channel for Account, Contact, Opportunity, and Case, and the EptAI_CDC_Integration permission set

For each package:

1. Sign in to the org as a Salesforce admin.
2. Open the package link. For a sandbox, change login.salesforce.com in the link to test.salesforce.com.
3. Select Install for Admins Only.
4. Click Install.

The packages show in Setup > Installed Packages.

Step 3: Give access to the integration user

The integration user must read all the data that you want in ept AI, and the permission structure of your org. ept AI copies this data one time. Then ept AI gives each user only the access that they have in Salesforce. Refer to Salesforce permissions in ept AI.

1. In Setup, open Permission Sets.
2. Open EptAI_CDC_Integration.
3. Click Manage Assignments, then click Add Assignment.
4. Select the integration user and click Assign.

The permission set gives these permissions:

Permission	Why
API Enabled	ept AI reads data through the Salesforce APIs.
Read and View All on Account, Contact, Opportunity, and Case	ept AI reads these records and their changes.
View Setup and Configuration, View Roles and Role Hierarchy	ept AI reads users, roles, groups, and sharing. It uses them to apply Salesforce access in ept AI.
View Platform Events	ept AI receives the live changes.

Also give the integration user read access to each other object that you want in ept AI, for example tasks, events, leads, and custom objects.

Field-level security applies. If the integration user cannot read a field, ept AI does not get that field. Remove access to all fields that ept AI must not see, for example personal data.

Step 4: Authorize ept AI

1. Sign out of Salesforce.
2. Open the connection link that the ept AI team sends you.
3. Sign in as the integration user. For a sandbox, Salesforce shows the sandbox sign-in page.
4. Read the access request on the Salesforce page.
5. Click Allow.

ept AI starts the first copy of your data. A large org can take some hours. Then ept AI makes the rooms.

ept AI asks for these OAuth scopes:

Scope	Why
api	Read records through the Salesforce APIs.
refresh_token, offline_access	Read data each day without a new sign-in.

Step 5: Check the connection

1. In ept AI, click Integrations.
2. On the Connected tab, find the Salesforce row.
3. Make sure that Partner Account ID shows the URL of your org.

What ept AI reads

The first copy has these objects:

Area	Objects
Accounts and people	Account, Contact, Lead
Deals	Opportunity, OpportunityLineItem, OpportunityContactRole, Quote, QuoteLineItem, Product2, Pricebook2, PricebookEntry, Order, OrderItem, Contract, Asset
Activities and service	Task, Event, Case, Campaign, CampaignMember
Access	User, UserRole, Group, GroupMember, Territory2, UserTerritory2Association, PermissionSetAssignment, ObjectPermissions, Organization, AccountShare, ContactShare, OpportunityShare

After the first copy, ept AI gets updates in two ways:

Data	When it updates
Account, Contact, Opportunity, and Case	In a few minutes, through Change Data Capture
All other objects, custom objects included	One time each day, at 07:00 UTC

At the daily update, ept AI checks all objects that the integration user can read. ept AI copies only the objects that changed. ept AI does not read system objects, for example logs, feeds, and field history. Opportunity field history is the exception.

ept AI uses the Salesforce REST API, Bulk API 2.0, and Pub/Sub API. These calls count against the API limits of your org.

To keep an object out of ept AI, remove read access to it from the integration user. Also tell the ept AI team.

Rooms from Salesforce

ept AI makes rooms from your Salesforce accounts and opportunities. Opportunities for the same customer project go into one deal room. When a record changes in Salesforce, ept AI updates its room.

To show these rooms on Salesforce record pages, refer to ept AI inside Salesforce.

Keep accounts out of ept AI

You can keep all records of an account out of ept AI. Use one of these two methods.

Checkbox on the account

1. In Salesforce, add a checkbox field to the Account object. Use the API name Exclude_from_EPT_AI__c.
2. Give the integration user read access to the field.
3. Select the checkbox on each account that you want to keep out.

List of accounts

1. Make a list of the 18-character IDs of the accounts.
2. Send the list to the ept AI team.

At the next update, ept AI deletes the records that point to an excluded account. This includes opportunities, contacts, cases, tasks, and events. ept AI then does not copy these records again.

If a record points to an account that the integration user cannot see, ept AI does not keep the record.

Disconnect Salesforce

1. In ept AI, click Integrations.
2. On the Connected tab, find the Salesforce row.
3. Click the trash can icon.
4. Click Delete.

ept AI does not read your org again. ept AI deletes the stored Salesforce credentials and the copied Salesforce data.

To also stop access on the Salesforce side, revoke the OAuth tokens of the integration user for Ept Prod.

Troubleshooting

Problem	Cause	What to do
The Salesforce card shows Request integration, not Connect	This is correct. The ept AI team sets up Salesforce with you.	Click Request integration.
Salesforce shows an error after you click the connection link	The OAuth package is not installed in this org.	Do Step 2 again in the same org.
Some records or fields are not in ept AI	The integration user cannot read them, or the account is excluded.	Check the object and field access of the integration user.
Changes to accounts or opportunities come only one time each day	The change package is not installed, or the permission set is not assigned.	Do Step 2 and Step 3 again.
A user sees no Salesforce data	The email address of the user in ept AI is different from Salesforce.	Refer to Salesforce permissions in ept AI.

Related

• Salesforce permissions in ept AI
• ept AI inside Salesforce
• Deal Rooms