Diagram showing Contact, Case, and Account fields being pulled from Salesforce into the Fin platform.

This article explains how data flows between Fin and Salesforce Cases. It covers what fields Fin pulls from Salesforce, how those fields map to Fin's data objects, what data Fin automatically writes back to Salesforce cases, and how to configure your Fin workflow to populate additional Salesforce fields. Use this article after setting up Fin for Salesforce Cases to understand and configure data sync.

Note: You'll need admin access in both Fin and Salesforce to manage field sync settings.

What fields does Fin pull from Salesforce?

When you deploy Fin for Salesforce cases, Fin will pull all of your Contact, Case, and Account fields from Salesforce.

Screenshot of the Fin for Salesforce Cases field management interface showing the list of synced Contact, Case, and Account fields.

These synced Contact, Case, and Account fields are available when building your Fin workflow for Salesforce Cases. You can use them to create branches (so certain customers are handled differently) or to set data on your Salesforce fields.

Fin keeps these fields in sync by checking for updates when it's first assigned to a case. Note: if Salesforce data changes after Fin has been assigned to the case, those changes will not be picked up mid-session — Fin will pull the latest values the next time it is assigned to a case.

	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.

Images and attachments

Fin syncs both inline images and attachments from Salesforce cases, giving it full context when reading and responding to cases. This is supported across:

FeedItems
EmailMessages
FeedComments

FeedItems are posts on a Salesforce case's Chatter feed, such as status updates and comments. EmailMessages are inbound and outbound emails linked to the case. FeedComments are replies to Chatter feed posts.

Manually re-sync Salesforce data

In addition to the automatic sync that occurs when Fin is first assigned to a case, you can 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 then click Re-sync.

Screenshot of Fin Settings > Salesforce data showing the Pull data from Salesforce section with a Re-sync button displayed next to a list field.

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 it's assigned to a case.

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

Screenshot of the Fin Settings > People data page showing Contact fields synced from Salesforce, each identified by the Salesforce cloud icon.

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.

Salesforce Case fields = Fin Conversation data

Salesforce Case fields are synced into Fin as Conversation data

Screenshot of the Fin Settings > Conversation data page showing Case fields synced from Salesforce, each identified by the Salesforce cloud icon.

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).

Diagram showing Fin pushing data back to Salesforce cases during each sync and when escalating to a team.

What data does Fin push back to Salesforce?

Fin updates cases with data each time it responds or when it needs to escalate to your team because it can't provide an answer.

What data does Fin push to the Salesforce Case object?

Fields	Pushed when?	Value
FinInvolved	Each case sync	True (default: false)
FinResolutionState	Each case sync	Soft Resolution / Hard Resolution / Abandoned / Routed to team
OwnerId	As part of hand-off	Configured by step. Salesforce User or Queue Id.

FinResolutionState values:

Soft Resolution — Fin provided an answer and the conversation ended without further escalation
Hard Resolution — the customer explicitly confirmed their issue was resolved
Abandoned — the customer left the conversation or did not respond
Routed to team — Fin escalated the case to a human teammate because it could not resolve the query

Populate additional data

You can also populate case fields by using Set data, Collect data and Fin Attributes steps in Workflows.

Handing off to your team when Fin can't answer

When Fin can't answer, you can use "Hand-off to team in Salesforce" in your workflow. This enables Fin to re-assign the case to your selected owner in Salesforce.

	Hit "Add step", and select "Hand-off to team in Salesforce".
	To select an owner for the case, first click to expand the drawer. Then pick a Queue or User in Salesforce who should own the case.

How to populate Salesforce fields using workflows

In addition to the data Fin automatically pushes to Salesforce (FinInvolved, FinResolutionState, OwnerId), you can populate any additional Salesforce case fields using the Set data, Collect data, and Fin Attributes steps in your Fin workflow.

Setting data manually

The Set data step lets you manually set a Salesforce field value in your Fin workflow for Salesforce Cases. It's most useful on workflow branches where you know what a value should be based on the path a customer took.

	Go to the workflow for your channel Hit "Add step" at the right part of the workflow Select the "Set data" option
	Pick the field that you like to populate – the fields that you synced from Salesforce can be identified by the Salesforce cloud icon The data you set will be pushed to Salesforce when a case is created or the chat is handed off to a Salesforce agent

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.

	Go to the workflow for your channel Hit "Add step" at the right part of the workflow
	Select the "Collect data" option
	Pick the field that you'd like the customer like to populate – the fields that you synced from Salesforce can be identified by the Salesforce cloud icon The data you set will be pushed to Salesforce when a case is created or the chat is handed off to a Salesforce agent

Using Fin Attributes detection to populate data

The Fin Attributes step lets Fin automatically detect and populate list fields (such as picklists and multi-selects) in Salesforce Cases. This option is only available for list fields — for text, number, or date fields, use Set data or Collect data instead.

	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: Settings > Data > Salesforce data Click the (list) field that you'd like Fin to populate and enter descriptions
	Now to trigger the Fin Attribute detection: Go to the workflow for your channel Hit "Add step" at the right part of the workflow Select "Fin Attribute"
	Now select the list field that you'd like Fin to populate. You must have already added descriptions to each list value in Settings > Data > Salesforce data before Fin can auto-detect the correct value.

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.