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Connect PolyAI to Salesforce to retrieve customer records, create cases, and manage data during calls. Your agent can access account information, update records, and send follow-up messages.
This integration is available from Integrations in Agent Studio under CRM.

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Prerequisites

  • A Salesforce account with administrator access
  • Access credentials for the PolyAI Portal

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What you’ll provide to PolyAI

Once you finish the Salesforce setup below, share the following with your PolyAI representative through a secure channel:
CredentialDescription
Client IDConsumer Key from the Connected App
Client SecretConsumer Secret from the Connected App
UsernameSalesforce username for the integration user
PasswordSalesforce password appended with the user’s security token
Access Token URLhttps://login.salesforce.com/services/oauth2/token (or test.salesforce.com for sandbox)
Base URLYour Salesforce instance URL, e.g. https://your_instance.salesforce.com

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Set up Salesforce for API access

1

Enable API access on the integration user's profile

  1. Log in to Salesforce with admin privileges.
  2. Go to Setup → Users → Profiles.
  3. Edit the profile for the user that will connect to PolyAI.
  4. Ensure API Enabled is checked.
2

Create a Connected App

  1. Go to Setup → App Manager.
  2. Click New Connected App.
  3. Fill in the following:
FieldValue
Connected App NamePolyAI Integration
API NamePolyAIIntegration
Contact EmailYour email
Enable OAuth SettingsChecked
Callback URLAny HTTPS URL you control, e.g. https://yourcompany.com/oauth/callback — not actively used but required
Selected OAuth ScopesFull Access (full) and Perform requests on your behalf at any time (refresh_token, offline_access)
  1. Save the Connected App and copy the Consumer Key and Consumer Secret — these are your Client ID and Client Secret.
3

Share credentials with PolyAI

Send the values from the table above to your PolyAI representative. PolyAI uses them to generate the OAuth access token and stores them as encrypted secrets.

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Code example: create a Salesforce case

Once the integration is live, your agent can create cases through the Salesforce REST API. This is a simplified example of the underlying call. 
import requests

def create_salesforce_case(base_url, access_token, case_data):
    """
    Create a case in Salesforce.

    :param base_url: Salesforce base URL (e.g., https://your_instance.salesforce.com)
    :param access_token: OAuth access token
    :param case_data: Dictionary containing case details
    """
    url = f"{base_url}/services/data/v55.0/sobjects/Case"
    headers = {
        "Authorization": f"Bearer {access_token}",
        "Content-Type": "application/json",
    }

    response = requests.post(url, headers=headers, json=case_data)

    if response.status_code == 201:
        print("Case created successfully!", response.json())
    else:
        print("Failed to create case.", response.status_code, response.text)


if __name__ == "__main__":
    base_url = "https://your_instance.salesforce.com"
    access_token = "your_access_token"

    case_data = {
        "Subject": "Support Request",
        "Description": "Details about the issue.",
        "Origin": "Web",
        "Status": "New",
    }

    create_salesforce_case(base_url, access_token, case_data)

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Next steps

Once PolyAI has your credentials, the integration is configured on our side and you’ll be contacted when it’s ready. For custom functionality, contact your PolyAI account manager.

Integrations overview

Browse all available integrations.

Call handoffs

Configure agent handoff routing.

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Additional resources

Last modified on July 6, 2026