Salesforce permissions in ept AI
How ept AI applies Salesforce record access to rooms and chat, and when changes take effect.
Salesforce permissions in ept AI
ept AI shows each user only the Salesforce data that the user can see in Salesforce. This page tells you how ept AI does this. It is for Salesforce admins and security reviewers.
Back to Salesforce (admins)
Two levels of access
- The integration user sets the maximum. ept AI copies only the records and fields that the integration user can read. No ept AI user can see more than this.
- Each user gets their own access. ept AI applies the Salesforce record access of each user to rooms and to chat.
At the first connection, ept AI copies the permission structure of your org: owners, roles, sharing, groups, territories, and organization-wide defaults. ept AI makes access rules from this structure. When the structure changes in Salesforce, ept AI updates the rules.
How ept AI finds the Salesforce user
ept AI compares the email address of the ept AI user with the email addresses of active Salesforce users. An alternative email address in the ept AI profile also counts.
| Result | Salesforce access in ept AI |
|---|---|
| One active Salesforce user has the email address | The user gets the access of that Salesforce user. |
| No Salesforce user has the email address | None |
| Two or more Salesforce users have the email address | None. ept AI does not guess. |
To correct a user with no access, make the email address the same in both systems.
Which Salesforce access ept AI applies
ept AI uses the same access rules as Salesforce:
- Record owner
- Role hierarchy
- Organization-wide defaults
- Sharing rules and manual sharing on accounts, contacts, and opportunities
- Public groups
- Territories
- The View All and Modify All permissions, and View All Data
Room access
ept AI gives room access from the Salesforce access to the account or opportunity of the room.
| Salesforce access to the record | Role in the ept AI room |
|---|---|
| Read and edit | Collaborator |
| Read only | Viewer |
| No access | No access from Salesforce |
The room owner keeps access. Users that someone added to the room in ept AI also keep access. Salesforce changes do not remove these users.
Chat answers
When chat uses Salesforce data, it uses only the records that you can see in Salesforce. This applies in all chats: in a room, across rooms, and in AI Chat.
When changes take effect
| Change in Salesforce | When ept AI applies it |
|---|---|
| A record or its owner changes on an account, contact, opportunity, or case | In a few minutes |
| Sharing, roles, groups, or territories change | At the next daily update, 07:00 UTC |
| A user gets or loses access to a record | At the next daily update. ept AI adds or removes the user from the room. |
| A new user signs in to ept AI | At the first sign-in |
Limits
- ept AI applies the field-level security of the integration user only. All users who can see a record in ept AI see the same fields.
- Access from Salesforce applies to rooms that ept AI makes from Salesforce records. Other rooms use the access that you set in ept AI.