Integrate Attention with Salesforce

Connect your Salesforce organization to enable 2-way sync with Attention.

​

What the integration does

Connecting Salesforce enables a 2-way sync:

• Salesforce → Attention: Attention syncs the record types and fields you choose, so calls are matched to the right Salesforce records and you can filter and analyze calls by them.
• Attention → Salesforce: Attention writes the insights it extracts from your calls back to the Salesforce fields you map.

​

Before you start

Attention acts with the permissions of the Salesforce user who connects it. That user’s profile, or a permission set assigned to them, needs these Administrative Permissions:

• API Enabled
• Customize Application
• Modify All Data

To turn them on in Salesforce:

1. Open Setup.
2. Under Administration, expand Users and select Profiles.
3. Open the profile of the user who will connect Attention and click Edit.
4. In Administrative Permissions, check API Enabled, Customize Application and Modify All Data.
5. Click Save.

​

Connect Salesforce

1. Log into Attention.

2. Click your name at the bottom of the sidebar and select Settings.

3. Select CRM Settings in the settings menu.

4. In the CRM integration & sync section, click Add your CRM.

   

5. Select Salesforce in the Integrate your CRM dialog.

   

6. A new window opens on the Authorize Salesforce page. If you are connecting a Salesforce sandbox, check This is a sandbox. Click Continue.

   

7. Log into Salesforce if prompted.

8. Salesforce asks you to allow access for Attention SFDC Integration (see the scopes below). Click Allow.

9. The window shows Salesforce authorization was successful and closes by itself. Back in CRM Settings, the Salesforce card now appears under CRM integration & sync.

​

Required Salesforce access scopes

Attention requests these OAuth scopes. Salesforce lists them on the Allow Access screen.

Scope	Purpose
api	Read and update your Salesforce data through the REST API
email	Identify the connected Salesforce user and organization
offline_access	Keep the connection alive without signing in again

​

Choose what to sync

A new connection doesn’t sync anything until you choose the record types and fields.

1. On the Salesforce card, click Select fields to sync.
2. On the Manage Salesforce page, check each record type you want to sync and the fields to bring in with it. Fields a record type needs are already checked.
3. Click Save.

For each record type you turn on, Attention imports your existing records first. After that, it checks Salesforce for new and changed records on a regular schedule. The card shows how many record types and fields are synced, and Manage takes you back to the same page to change them.

To write call insights back to Salesforce, follow Create & Map CRM Fields. See CRM Sync for how synced records appear in Attention.

​

Reconnect Salesforce

Reconnect when the connection stops syncing, for example after the connecting user’s password or permissions change in Salesforce. Your record types, fields and mappings stay as they are.

1. Go to Settings → CRM Settings.
2. On the Salesforce card, open the menu and select Reconnect.
3. In the window that opens, check This is a sandbox if it is a sandbox, and click Continue.
4. Log into the same Salesforce organization and click Allow.

The window closes when the connection is restored.

​

Disconnect Salesforce

1. Go to Settings → CRM Settings.
2. On the Salesforce card, open the menu and select Delete integration.
3. Click Delete in the Delete integration dialog.

Attention shows Deleting integration while it removes the connection, then Integration deleted. The Add your CRM button appears again, so you can connect Salesforce later by following Connect Salesforce.

Deleting the integration can’t be undone. Attention stops reading from and writing to Salesforce. Data Attention already wrote to your Salesforce records stays in Salesforce.

​

Support

The authorization window shows an error

Check that This is a sandbox matches the Salesforce organization you are connecting and that the connecting user has the permissions listed in Before you start, then close the window and try again.

Salesforce data stopped updating in Attention

Use Reconnect on the Salesforce card in Settings → CRM Settings.

For anything else, reach out to [e-mail] or your Attention point of contact.