The Salesforce Tool allows your Agent to access and interact with your Salesforce data, enabling you to query customer information, create and update records, and manage your CRM directly through chat conversations. Unlike view-only tools, Salesforce provides both read and write capabilities with granular permission controls.
A tool gives your Cassidy Agent the ability to take a specific action in an external system like Salesforce. Think of it like giving someone access to different functions in Salesforce - one tool might let them view account information, another might let them create a new lead, and another might let them update an opportunity. Each tool is a separate permission that you control individually.
When someone asks your Agent a question that requires Salesforce data, the Agent uses these tools to query Salesforce in real-time and get the information it needs to respond. The data is not copied or stored in Cassidy - it's only accessed when needed to answer a specific question. For example, if someone asks "What deals are closing this month?", the Agent will use the Salesforce tool to query your deals, get the results back from Salesforce, and use those results to answer the question.
For best results with complex tools, use a powerful model. Your Agent has tools that work best with these recommended models: Claude 4 Opus, Claude 4 Sonnet, GPT-5, or o3.
Navigate to Agents: Click "Agents" in the left sidebar to access your Agent dashboard.
Select your Agent: Choose the Agent you want to add the Salesforce Tool to by clicking on it.
Access the Tools section: In the Agent's settings, navigate to the Tools section of the "Setup" tab to configure and manage tools available to your Agent.
Add Salesforce: Click "+ Add" and select "Salesforce" to enable this tool for your Agent.
Choose your connection method: Select between two authentication options. You can authenticate the Salesforce tool in two different ways:
Each user connects their own account (Recommended): Each team member connects their personal Salesforce account. The Agent can only access what each individual user has permission to see in Salesforce. This is best for teams where users have different Salesforce roles and permissions.
Use a shared Salesforce connection: Create a dedicated Salesforce service account with limited permissions and connect it for your entire workspace. This gives you centralized control over exactly what data the Agent can access, regardless of individual user permissions. Only workspace admins can set up shared connections. This is best for teams that want everyone accessing the same Salesforce data with centralized security.
Set up shared connection (if selected): If you chose "Use a shared Salesforce connection," select the connection by clicking "Connect" if you haven't already connected one. You will be prompted to sign in and select the account, then accept the access request.
Share connection with others (optional): To share the connection with other team members, click "Change" next to the newly added connection, then click the ellipses menu (…) and select "Share".
Configure sharing permissions: Add people or groups and/or change the general access to "Team". You can set specific permissions for each person or group.
Set tool permissions: Click "Next" and then select tool permissions for each type of action. Every Salesforce action is a separate tool with its own permission setting that you control individually:
Always Allow - The Agent performs this action automatically when needed
Needs Approval - The Agent asks the user for permission before taking this action
Disabled - The Agent cannot perform this action
Common Salesforce tools include: Search records (view data), Create records (add new leads, contacts, etc.), Update records (change existing data), and Delete records (remove data). You decide the permission level for each tool separately. For example, you might set "Search records" to Always Allow, but "Delete records" to Disabled. When you're done configuring permissions, click "Add Tool".
Start a chat: Navigate to Chat and select the Agent with the Salesforce Tool enabled.
Connect individual accounts (if using "Each user" option): When first using the Salesforce Tool, users will be prompted to connect their Salesforce account from within the chat itself.
Complete the connection: Follow the prompts to sign in with your Salesforce credentials and accept the access request.
Save your settings and continue chatting: Once connected, save your settings to finalize the setup.
Your Agent can now access Salesforce data to help answer questions about accounts, opportunities, leads, contacts, and other CRM information directly through chat conversations.
Monitoring Salesforce Actions
To see what actions were taken in Salesforce, click the "Analyzed Sources" dropdown and then click on any of the Salesforce steps
If an action is called and it doesn't have the permissions, it will show "No output data"
If an action is called and needs approval, you will be able to click "Approve" or "Reject"
Data Security
Permission-based access: The Agent can only access what the connected account has permission to see
Auditability: All queries and actions are logged in your Agent's activity history
Service account control: Using a service account lets you define exactly what objects, fields, and records are accessible
Advanced: OAuth Scopes
This integration uses standard Salesforce OAuth scopes (full and refresh_token) to securely access your data. If your organization requires custom scopes, contact [email protected].