Fin Messenger: Pulling your fields from Salesforce
When you set up the Fin Messenger channel and connect to Salesforce, Fin will pull all of your Contact and Case fields from Salesforce.
This allows you to use those fields when you build your workflow, where you can create branches (so certain users are handled differently), or set data on your fields.
Fin keeps these fields in sync with any changes in Salesforce by checking for any updates when:
A customer opens the Fin Messenger
One of your agents responds to a conversation when Fin hands off (because it can't answer)
| System fields System fields such as ID and Name will always be synced and cannot be removed from the Fin platform as they're required. |
| Custom fields Custom fields that you've created in Salesforce can be removed from the Fin platform if you don't need them. |
| Syncing new fields You can sync new fields from Salesforce using the "+" button. |
How do Salesforce fields map to Fin's attributes?
Fin has its own data system with similar objects to those in Salesforce.
Salesforce Contact fields = Fin People data
Salesforce Contact fields are synced into Fin as People data
| You can manage them by going to: Settings > People data.
Fields that are synced from Salesforce are indicated via the Salesforce cloud icon.
Within the People data settings page, you'll notice that there's other attributes as well as those that you've synced in from Salesforce. These are default attributes that Fin collects from your users and can be passed back into Salesforce, if you choose (see "Push" section below). You can also create new people attributes within the Fin platform.
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Salesforce Case fields = Fin Conversation data
Salesforce Case fields are synced into Fin as Conversation data
| You can manage them by going to Settings > Conversation data.
Fields that are synced from Salesforce are indicated via the Salesforce cloud icon.
In the Conversation data settings page, you can also create new attributes within the Fin platform. These can be passed back into Salesforce, if you choose (see "Push" section below). |
Fin Messenger: Pushing data back to Salesforce
Fin pushes data back to Salesforce differently depending on the way you choose to configure it.
Fin resolves the conversation: Create a Salesforce case
When Fin resolves a conversation, you can set it to create a Salesforce case. This helps your team in Salesforce keep track of customer queries that are being resolved, without needing to go into the Fin platform.
| In your Fin Messenger workflow, click "Let Fin answer" and expand the "Create Salesforce case on resolution" section Here you'll find the toggle to switch this setting on. |
| Click "Manage case creation settings" These settings allow you to select a queue or user as an owner for the cases (if needed), as well as the ability to customise your case Subject and Description, or populate additional data – which must be done via Workflows.
When creating a Salesforce Case for a conversation that Fin resolved, it automatically populates:
You can also populate additional data on your case by using Set data, Collect data and AI Category detection steps in Workflows.
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Fin can't answer: Create a Salesforce case
When Fin can't answer, you can use "Create Salesforce case" in your workflow.
| This ends the user's messaging session in the Fin Messenger, and creates a new case in Salesforce. |
| When creating a Salesforce Case for a conversation that Fin could not resolve, it automatically populates:
You can also populate additional data on your case by using Set data, Collect data and AI Category detection steps in Workflows. |
Fin can't answer: Hand-off to Salesforce agent
When Fin can't answer, you can use "Hand-off to Salesforce agent" in your workflow.
| This creates a live chat in Salesforce for one of your agents to pick up, and the user continues the conversation seamlessly in the Fin Messenger. |
| When handing off to a Salesforce agent, Fin will push all People and Conversation data attributes that exist in the Fin platform into Salesforce and you'll need to decide how to use it.
This data is not pushed to any Salesforce object – its passed via “routing attributes” during the course of a Salesforce Conversation.
The routing attributes are passed on these triggers:
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To map the data to fields on your Salesforce live chat, you'll need to use Flows in Salesforce
Salesforce help
Map data using Salesforce Flows
View our complete guide on mapping data with Flows:
Using Workflows to populate data
For all options above, you can populate fields that get pushed into Salesforce by using the "Set data", "Collect data" and "AI category detection" functions within your workflow.
Setting data manually
Using "Set data" allows you to enter a manual value. Its most useful on branches of your workflow where you know what a value should be based on the path a customer took.
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Collecting data from the customer
Using "Collect data" allows you to ask the customer to enter the information via a form in the Fin Messenger.
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Using AI category detection to populate data
AI category detection means that Fin can populate list fields for you automatically.
| To do this, you'll need to enter a description for each list item, so Fin knows which one to select. You can do this by going to:
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| Now to trigger the AI category detection:
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  | Now select the field that you'd like Fin to populate. As mentioned above, you need to have added descriptions to each list value first. |
Your case fields will be populated in Salesforce
Whichever method you chose to populate your case fields (setting data, collecting data, or AI category detection), once set up, you'll see that Fin enters values on your Salesforce cases.
Please note: you might need to hit "Edit" in the top right to see these fields unless you've adjusted your default case layout to display them.