Salesforce

Connect Salesforce Service Cloud to IrisAgent and install the IrisAgent app

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Connect Salesforce to IrisAgent

A Salesforce admin should do these steps.

1. Sign in to the IrisAgent dashboard with Google, Microsoft, or Okta SSO.
2. Choose Salesforce:
   • During onboarding: on Connect your first data source, choose Ticketing system, then Salesforce.
   • Later: go to Data Sources → Ticketing System and pick Salesforce.
3. Click Connect production org or Connect sandbox org.
4. Sign in to Salesforce, grant the OAuth permissions, and click Allow.

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Install the IrisAgent app in Salesforce account

1. While logged in to the target org, open the installation link:
   • Production or Developer org: Production installation link
   • Sandbox org: Sandbox installation link (sandboxes must use test.salesforce.com)
2. Select Install for All Users (you can restrict profiles later), check the acknowledgment, click Install, then Done.

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Add IrisAgent to the Lightning case page

1. Go to Setup → Object Manager and open the Case object.
2. Open Lightning Record Pages, then edit or create a page.
3. Add IrisAgent Sidebar: Inline Email where you want it. Do not also add the standard IrisAgent Sidebar component.
4. Make sure the standard Email action is visible in the Case Feed publisher on load. Agents use it to insert Suggested and Dynamic Resolutions into the email composer.
5. Click Save, then Activate if prompted.

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Share your custom fields

Email us the API field names for:

1. Article body in Salesforce Knowledge
2. Case priority
3. Any other entity where you use a custom field instead of the standard one

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Permissions accessed by IrisAgent

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OAuth scopes

IrisAgent requests two scopes:

• api: access to the Salesforce REST API.
• refresh_token: keeps ingestion running without a new sign-in.

Scopes do not limit which objects or fields IrisAgent can reach. The token inherits the permissions of the user who connects. To keep access minimal, connect with a dedicated integration user (for example “IrisAgent AI”), ideally on the Salesforce Integration (API only) license, and grant only the permissions below through a permission set.

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Object permissions

Object	Permission	Used for
Case	Read	Ingesting cases, including custom Case fields you share
Case	Create	Creating a case when the chatbot hands off to a ticket
Case	Edit	Only if enabled: updating Owner (assignment), Status, or the custom Case fields you choose for tag and classification write-back
FeedItem	Read	Reading case comments (Chatter text posts)
FeedItem	Create	Only if private notes are enabled: posting internal notes
EmailMessage	Read	Reading the case email thread
EmailMessage	Create	Only if replies from IrisAgent are enabled: logging the reply
Knowledge__kav	Read	Ingesting published Knowledge articles
Account	Read	Syncing account details (name, annual revenue, and fields you share)
User	Read	Syncing agents for assignment and reporting
Group	Read	Syncing queues and public groups for assignment

Grant field-level read access on custom fields you share, and edit access on Case fields IrisAgent should update.

• IrisAgent never deletes Salesforce records and does not use the Metadata, Tooling, or Apex REST APIs.
• Case updates are sent with assignment rules turned off, so they do not trigger your assignment rules.
• Live chat handoff to Salesforce Messaging for In-App and Web (Enhanced Chat) uses your Messaging deployment’s guest access, so it needs no extra object permissions.

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Switching to a new integration user

Contact your IrisAgent point of contact or email us. We enable a token refresh, and you sign in again as the new user. See Change Integration User.

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Finish setup

Email us when these steps are done. Our team then sets up the machine learning models for your account.