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The Salesforce Connector gives your Agents both read and write access to your Salesforce CRM. Agents can look up accounts, search for opportunities, create leads, update contacts, and more — all within a conversation. Data is queried in real time and never stored in Cassidy.
For best results with complex Connector queries, use a powerful, reasoning-capable model. Cassidy supports models from OpenAI, Anthropic, and Google — see Choose the right AI model for current recommendations.

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Add the Salesforce Connector

1

Select your Agent

Navigate to Agents, find the Agent you want to configure, click … and select Edit.
Agent dashboard showing the list of available Agents
2

Open the Connectors section

In the Agent editor, go to the Setup tab and scroll to the Connectors section.
Setup tab showing the Connectors section in the Agent editor
3

Add Salesforce

Click + Add Connector and then click + Add on the Salesforce option.
Connector selection panel with the Salesforce option
4

Choose your connection method

Select how users authenticate with Salesforce:
  • Each user connects their own account (recommended) — Each team member connects their personal Salesforce account. The Agent can only access what each user has permission to see in Salesforce.
  • Use a shared Salesforce connection — Connect a dedicated service account that all users share. This gives centralized control over what data the Agent can access. Only workspace admins can set up shared connections.
Connection method selection showing per-user and shared options
5

Set up a shared connection (if selected)

If you chose the shared option, click Connect to sign in with the service account and accept the access request.
Shared connection setup prompting Salesforce sign-in
Salesforce sign-in screen during shared connection setup
Salesforce access request confirmation dialog
6

Share the connection with your team (optional)

To share the connection with other team members, click Change next to the newly added connection, then click the … menu and select Share.
Connection menu showing the Share option
Share dialog for the Salesforce connection
Add specific people or groups, or change the general access to Team.
Sharing permissions panel for the Salesforce connection
7

Configure tool permissions

Set permissions for each Salesforce action type. Every action is a separate tool that you control individually:
  • Always Allow — The Agent performs the action automatically when needed
  • Needs Approval — The Agent asks the user for permission before taking the action
  • Disabled — The Agent cannot perform the 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 are done, click Add.
Tool permissions panel showing Always Allow, Needs Approval, and Disabled options
8

Start a conversation

Navigate to Chat and select the Agent with the Salesforce Connector enabled.
Chat interface with the Salesforce-enabled Agent selected
If you chose the per-user connection method, users are prompted to connect their Salesforce account from within the chat on first use.
In-chat prompt asking the user to connect their Salesforce account
Once connected, save your settings and continue chatting. Your Agent can now access Salesforce data to answer questions about accounts, opportunities, leads, contacts, and other CRM records.
Agent responding with Salesforce data in the chat

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Monitor Salesforce actions

When an Agent uses the Salesforce Connector during a conversation, you can review what happened by expanding the Analyzed Sources dropdown and clicking any Salesforce step.
Analyzed Sources dropdown showing Salesforce actions taken
Expanded Salesforce action details showing the query and results
If an action lacks the required permissions, the step shows No output data.
Salesforce action showing No output data due to missing permissions
If an action requires approval (set to Needs Approval), you see an approval prompt where you can click Approve or Reject before the action executes.
Approval prompt with Approve and Reject buttons for a Salesforce action

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Data security

  • Permission-based access — The Agent can only access what the connected Salesforce 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
  • No data stored — Salesforce data is accessed in real time and never copied or stored in Cassidy
This integration uses standard Salesforce OAuth scopes (full and refresh_token) to securely access your data. If your organization requires custom scopes, contact support@cassidyai.com.
If you see an OAuth error like OAUTH_APPROVAL_ERROR_GENERIC, follow these steps:
  1. Have an authorized user connect first — Ask a user with the Approve Uninstalled Connected Apps permission in Salesforce to connect. Users with the System Administrator profile have this permission by default.
  2. Install the Cassidy app in Salesforce — Once the authorized connection is made, your Salesforce admin should:
    • Go to the Connected Apps OAuth Usage page in Salesforce Setup
    • Find the Cassidy Assistants app
    • Click Install
Connected Apps OAuth Usage page in Salesforce Setup
Cassidy Assistants app listed in Salesforce Connected Apps
After completing these steps, other users should be able to connect without encountering the OAuth error.

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Next steps

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