This article explains how data flows between Fin Messenger and Salesforce. Use it to understand which Salesforce fields Fin pulls in, how to push data back when Fin resolves a conversation or hands off to an agent, and how to control Contact and Account updates from the Push data to Salesforce settings.
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, Case, and Account 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. |
Manually re-sync Salesforce data
You can also manually trigger a re-sync for list fields with multiple options:
Go to Settings > Salesforce data.
Scroll down to the Pull data from Salesforce section.
Select a list field and click Re-sync. The field’s options will refresh immediately, and the updated values will be available the next time a customer opens the Messenger.
Note: The Re-sync button only appears for list fields with multiple options (such as picklists and multi-selects). If you don't see it, the field type doesn't support manual re-sync — Fin will pull the latest values automatically the next time a customer opens the Messenger.
How 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 use the Fin Attributes 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 use the Fin Attributes 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 isn’t pushed to any Salesforce object — it’s passed as routing attributes (metadata sent alongside the conversation that Salesforce Flows can read and map to fields).
The routing attributes are passed on these triggers:
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Note: Teammates can't interrupt a Fin conversation before an official escalation or handoff to Salesforce. The Fin inbox has no composer, and the conversation doesn't exist in Salesforce until the handoff occurs.
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 Salesforce Flows:
Creating or reassigning cases
When Fin creates or reassigns a case, it populates data such as Subject, Description, Email, Transcript, and Summary on the case automatically. You can populate additional fields through your workflow. Fin uses your record matching settings to associate cases it creates with Salesforce Contacts or Accounts. You can control how Fin writes data to Salesforce from the Push data to Salesforce section in your Salesforce integration settings.
Trigger Salesforce assignment rules — when enabled, Salesforce assignment rules run on every record Fin creates or updates, including Cases. Turn this off and Fin tells Salesforce to skip them.
Handing off live chats
When Fin hands off a live chat, it sends all available data to Salesforce and you must use Flows in Salesforce to map it to your live chat fields.
Update Contact and Account data — when enabled, Fin updates the matched Salesforce Contact and Account with new field values when it creates or reassigns a Case or hands off a live chat. Set those values in your JSON Web Token (JWT) — the authentication token passed when the customer starts a session — or set contact fields in the workflow. Turn this off and Fin still links new Cases to the matched Contact and Account, but makes no changes to those records.
Using Workflows to populate data
In addition to the data Fin automatically pushes to Salesforce, you can populate additional case fields using three workflow steps: Set data, Collect data, and Fin Attributes. These work for all push scenarios — case creation on resolution, case creation when Fin can’t answer, and live chat handoffs.
Setting data manually
The Set data step in your Fin Messenger workflow lets you manually assign a fixed value to a Salesforce field. It’s most useful on workflow branches where you already know what the field 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 Fin Attributes to populate data
Fin Attributes 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 Fin Attribute detection:
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  | Now select the field you’d like Fin to populate. You’ll need to have added descriptions to each list value first (done in Settings > Data > Salesforce data) — this is how Fin knows which option to select. Once saved, Fin automatically detects the appropriate value from the conversation and writes it to Salesforce when the case is created or the chat is handed off. |
Your case fields will be populated in Salesforce
Whichever method you chose to populate your case fields (setting data, collecting data, or Fin Attributes), once set up, you'll see that Fin enters values on your Salesforce cases.
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.
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