Use this article to install and connect Fin to Salesforce. By the end, you'll have installed the required managed package, configured permissions, and if you're using Fin Messenger, established a live-chat connection between Fin and Salesforce via Bring Your Own Channel (BYOC). You'll need Salesforce admin access to complete these steps.
Note: If you're setting up Fin to handle Salesforce cases only (no live chat), you can skip the Fin Messenger: Connect to Salesforce Chat section below.
How to connect to Salesforce
Go to Connect in your Fin workspace, then follow the steps below to install a managed package in Salesforce. The managed package installs all the permissions and fields Fin needs to run.
Click the Connect button next to the organization type you want to connect (test or live), then click Install Package.
Select Install for all users. This means the permission set can be assigned to any user in your Salesforce org if you choose.
Wait for the installation to finish. No errors should be shown.
Once installation is complete, return to the Connect page and click the Connect to Salesforce button in Step 2, then allow the connection to establish.
How to set up permissions
Go to Connect > Assign permissions in Salesforce from your Fin workspace and follow the steps there to create a new permission set and assign all the permissions Fin needs to run.
Create a new permission set
In Salesforce, create a new permission set. The label and API name can be anything — this permission set will only be assigned to the integration user.
When selecting a license, make sure to choose one that includes the Set Audit Fields upon Record Creation permission, for example, the Salesforce license. Some licenses don't include this permission.
Save the new permission set.
Note: Not all Salesforce license types include the Set Audit Fields upon Record Creation permission. If this option isn't available for a license you're considering, select a different license type (such as the standard Salesforce license) that does include it.
Assign permission sets to the integration user
Both the existing Fin for Salesforce permissions permission set and the newly created permission set must be assigned to the integration user.
In Salesforce, navigate to the integration user's profile.
Go to Permission Set Assignments and click Edit Assignments.
Add both the Fin for Salesforce permissions permission set and the newly created permission set to the Enabled Permission Sets column, then click Save.
Fin Messenger: Connect to Salesforce Chat
Note: This section is only required if you're using Fin Messenger. If you're setting up Fin to handle Salesforce cases only, you can skip this section.
For Fin to hand off live chats to your team in Salesforce, it needs a connection to a Salesforce Messaging Channel. Fin uses Salesforce's Bring Your Own Channel (BYOC) feature to establish this connection.
Go to Settings > Fin Messenger > Configure for Salesforce.
Step 1: Add your Fin channel identifier
Install the Fin for Salesforce: Chat package the same way you installed the Fin for Salesforce package in the How to connect to Salesforce section above.
Once installation is complete, create a new Messaging Channel in Salesforce using the Fin Conversation Channel Definition.
In the Messaging Channel settings, go to the Conversation Channel Definition section and click Modify Conversation Channel Definition.
Select Fin for Salesforce - (External Client App) from the dropdown, then save your changes.
Set up Omni-Channel Routing (Salesforce's feature for routing work to the right agent or queue) and any other settings to your preference.
Activate the channel by clicking Activate at the top of the page.
Copy the Channel Address Identifier from the Messaging Settings section.
Paste the value into the Channel Identifier field on the Fin Messenger settings page, then click Save identifier.
Step 2: Enable SCRT2 permissions
Fin needs SCRT2 (Salesforce Contact Center Real-Time) permissions to communicate with Salesforce through Platform Events.
Go to the Permission Sets page in Salesforce and search for the SCRT2 Integration User permission set, then open it.
In the Find Settings bar, search for Fin Message Events, select it, then click Edit.
Enable both Read and Create permissions, then save your changes.
Step 3: Activate the connection
Go back to Settings > Fin Messenger > Configure for Salesforce.
In the Activate Bring Your Own Channel section, click Activate AWS Event Bridge. This establishes the connection between Fin and Salesforce using AWS EventBridge (Amazon Web Services EventBridge — a serverless event bus that routes events between Fin and Salesforce).
Once activated, open the Run the Event Relay section and follow the link to the Event Relays page in Salesforce.
Find Fin Event Relay (AWS). Its status will show as Stopped.
Edit the Event Relay, update the state to Run, then save your changes. The Event Relay will start, and the live-chat connection between Fin and Salesforce is now active.
Tip: After saving, it may take a few moments for the Event Relay to transition from Stopped to Running. Refresh the Event Relays page to confirm the status has updated.
If you run into issues during or after setup, see Fin for Salesforce: Fix common integration errors.
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