Salesforce

Fini runs inside your Salesforce org as an AI agent that replies on email cases, posting public Email Messages or internal Case Comments in the Case timeline. When it escalates a case to a human, Fini sets the Fini_Transfer__c checkbox on the case, and Salesforce can also receive Fini widget escalations as new Cases. Connect Fini to Salesforce so your AI agent can read incoming case emails and case comments, draft replies, and respond inside the Case timeline. Salesforce is the most setup-heavy of Fini’s deploy integrations: in addition to the in-Fini connection step, you create a Connected App in your Salesforce org and (for the full integration) build two record-triggered Flows that send incoming events to Fini.

At a glance


Channels supported	Email cases (Email Messages and Case Comments). No chat channel
Multiple brands or orgs	No per-brand split: one Fini agent handles all email cases, and each connection covers one Salesforce org
How handoff to humans works	Fini sets the `Fini_Transfer__c` checkbox on the case when it escalates; Reply Rules decide between an Email Message, a Case Comment, or silence
Widget escalation destination	Yes. Fini creates a Case, and ownership follows your Salesforce assignment rules. Only the in-Fini connect step is needed
Setup sections	Create a Connected App, Connect Salesforce in Fini, Manual Salesforce setup, Troubleshooting

Two deployment modes.

Full Salesforce integration (Fini replies on incoming Salesforce email cases): requires every step on this page, including the Connected App, custom case fields, Named Credentials, External Service, and two Salesforce Flows.
Widget-only deployment (Salesforce is just a destination for conversations created by the Fini widget): only the in-Fini connect step is required. You can skip the Manual Salesforce setup section entirely. Configure the escalation under Widget → Escalate to Salesforce.

Before you connect

You’ll need:

A Salesforce account with permission to create and install Connected Apps. Typically a System Administrator or a user with the Customize Application permission.
An understanding of whether the target org is production or a sandbox. Sandbox orgs use a different OAuth login domain.
A Connected App created in your Salesforce org. The Connected App provides the Consumer Key and Consumer Secret you’ll paste into Fini.
At least one agent already created in Fini. If you haven’t created one yet, do that first from Agent home.

Create a Connected App in Salesforce

In your Salesforce org: Setup → App Manager → New Connected App. Configure these settings:

Enable OAuth Settings.
Callback URL: https://api-prod.usefini.com/v2/integrations/salesforce/auth/callback
Selected OAuth Scopes: at minimum Manage user data via APIs (api), Access the identity URL service (id, profile, email, address, phone), and Perform requests at any time (refresh_token, offline_access).
If your org requires Proof Key for Code Exchange (PKCE) for OAuth authorization-code flows, leave that policy enabled. Fini sends the PKCE challenge automatically during authorization.
Enable Issue JSON Web Token (JWT)-based access tokens for named users if your org’s policy requires it.

Save the Connected App. After save, copy the Consumer Key and Consumer Secret from the API (Enable OAuth Settings) section. You’ll paste them into Fini.

Salesforce sometimes takes 2 to 10 minutes to propagate a newly created Connected App. If your authorization fails immediately after creation with a “client identifier invalid” error, wait a few minutes and try again.

What Fini does with your Salesforce

The OAuth scopes Fini requires are determined by the Connected App you create in your Salesforce org. Make sure the Connected App grants api, id, and refresh_token. The full list of side effects performed during and after authorization:

Read user info (organization_id, user_id) to identify the connected org.
Describe the Case object to discover existing custom fields.
Create two custom Case fields if they don’t already exist:
- Fini_Skip_Webhook__c (Checkbox): when checked on a case, Fini skips reply processing for that case.
- Fini_Transfer__c (Checkbox): set automatically by Fini when the agent escalates a case to a human agent.
Read incoming Email Messages and Case Comments routed to Fini by the Salesforce Flows you create (see below).
Post replies as Email Messages or Case Comments when a mapped agent decides to respond.

The custom field creation step requires that the user authorizing the Connected App has Tooling API access. If your authorizing user is on a profile that lacks Tooling API access (for example Salesforce API Integration User), the field creation will silently fail and you’ll need to create them manually. See If the custom fields are missing below.

Connect Salesforce in Fini

When you first open the Salesforce deploy page, the Connection Details panel asks for your Salesforce credentials.

Salesforce deploy page before connecting, showing the credential form

Fill in the Connection Details form

Subdomain: your Salesforce instance subdomain (the part before .my.salesforce.com or .salesforce.com).
Consumer ID: the Consumer Key from your Connected App.
Consumer Secret: the Consumer Secret from your Connected App.
Sandbox Account: enable the toggle if you’re connecting a Salesforce Sandbox org. Leave off for production orgs.
Support Sender Email Address: the email address Fini should use as the sender when posting replies. This stays editable after authorization.

Click Authorize Integration

A Salesforce login window opens at login.salesforce.com (or test.salesforce.com for sandboxes). Sign in with the user account you want Fini to act as. Approve the requested permissions.

Return to Fini

Once Salesforce redirects you back, the page expands to show your connection metadata and the Agent Routing and Reply Settings sections appear.

Salesforce deploy page after connecting, showing all sections

Configure your deployment

After connecting, three sections appear on the Salesforce deploy page. Each is independent.

Connection Details

Read-only metadata about the integration (the credential fields lock once authorized):

Subdomain, Consumer ID, Consumer Secret, Sandbox Account: the values you supplied. Locked.
Support Sender Email Address: stays editable. Update it any time the email Fini sends from needs to change.
Connected at: timestamp of the most recent successful authorization.
Connected by: team member whose account authorized the integration.

To swap to a different Salesforce org, disconnect first (see Troubleshooting) and re-authorize.

Agent Routing

Salesforce routing is single agent, single channel. Pick one Fini agent to handle all incoming email cases. There’s no per-brand or per-inbox split, and no chat channel.

Email Agent Routing: pick the Fini agent that should respond to Salesforce Email Messages and Case Comments.

Reply Settings

Controls how long Fini waits before posting a reply.

Email response delay (seconds): wait time before the agent posts on case threads.

Setting 0 makes the agent reply as soon as it has an answer. Higher values give human agents a chance to take over first.

Configure reply behavior

Reply Behavior decides when the agent posts a public Email Message versus an internal Case Comment versus stays silent. Click Go to Reply Behavior Settings on the Salesforce page to configure these rules. They apply across all channels, not just Salesforce.

Manual Salesforce setup

Skip this entire section if you’re only using Salesforce as a destination for widget conversations. The Flows below exist to forward incoming Salesforce events to Fini. If Fini isn’t replying to incoming Salesforce traffic, no Flows are needed.

Salesforce doesn’t expose webhooks the way Zendesk or HubSpot do. Instead, you set up two record-triggered Flows (one for new Email Messages, one for new Case Comments) that call into Fini via an External Service. The setup is mechanical but lengthy. Plan for 30 to 45 minutes the first time.

Verify the custom fields are synced

After authorizing in Fini, open your Salesforce org and confirm the two custom Case fields exist. In Salesforce: Object Manager → Case → Fields & Relationships. Look for:

Field Label	API Name	Purpose
Fini Skip Webhook	`Fini_Skip_Webhook__c`	When checked on a case, Fini skips processing that case.
Fini Transfer	`Fini_Transfer__c`	Set automatically by Fini when escalating to a human agent.

If both are present, skip ahead to Make the fields visible to the Fini user profile. If either is missing, the authorizing user likely lacks Tooling API access. Create the fields manually as described next.

If the custom fields are missing

Create both fields manually in Object Manager → Case → Fields & Relationships → New. Fini Skip Webhook:

Field Label:   Fini Skip Webhook
Field Name:    Fini_Skip_Webhook
Data Type:     Checkbox
Default Value: Unchecked (False)
Description:   When checked, Fini skips reply processing for this case.
Required:      No

Fini Transfer:

Field Label:   Fini Transfer
Field Name:    Fini_Transfer
Data Type:     Checkbox
Default Value: Unchecked (False)
Description:   Checked automatically when Fini escalates the case to a human agent.
Required:      No

After creating both fields, ask the Fini engineering team to register them in the integration record on Fini’s side (the customTicketFields map on the integration object). Without this registration, Fini will not know the fields exist and the skip/escalation behaviors will not work.

Why this matters. If Fini_Skip_Webhook__c and Fini_Transfer__c are not present in both Salesforce and Fini’s integration record:

Fini will reply to cases even when Fini Skip Webhook is checked on the case.
Human agent handoff will not work: Fini Transfer won’t get marked, and Fini may reply multiple times to the same user message because of job retries.

Make the fields visible to the Fini user profile

Both fields exist, but they need to be readable by the Salesforce user Fini authenticates as. For each field, in Object Manager → Case → Fields & Relationships → [field name] → Set Field-Level Security, check the Visible box for the user profile Fini uses.

Create the Named Credentials

Salesforce Named Credentials store the URL and authentication header Fini’s webhook requires.

Open Named Credentials

In Salesforce Setup, search for Named Credentials in Quick Find. Open the Named Credentials page.

Create the External Credential

Click New External Credential. Fill in:

Label: FiniExternalCredentials
Authentication Protocol: Custom

Under Custom Headers, click Add Header:

Key: x-fini-salesforce-api-key
Value: ask the Fini engineering team for the API key.

Save.

Create the Named Credential

Click New Named Credential. Fill in:

Label: FiniWebhookSiteNamedCredentials
URL: https://api-prod.usefini.com/v2/integrations/salesforce/ask-question
Enabled for Callouts: checked.
External Credentials: select FiniExternalCredentials (the one you just created).
Generate Authorization Header: checked.

Save.

Create the External Service

The External Service exposes Fini’s webhook to Salesforce Flows as a callable action.

Open External Services

In Setup, go to External Services and click New External Service.

Fill in the basic details

Service Name: FiniWebhookSiteExternalService
Creation Source: From API specification
Named Credential: FiniWebhookSiteNamedCredentials
Service Schema: Complete

Paste the schema

Paste this OpenAPI schema into the Service Schema field:

{
  "openapi": "3.0.1",
  "info": {
    "title": "FiniStagingWebhookSiteExternalService",
    "description": ""
  },
  "paths": {
    "": {
      "post": {
        "description": "",
        "operationId": "FiniWebhookSiteInvocableAction",
        "requestBody": {
          "description": "",
          "content": {
            "application/json": {
              "schema": {
                "type": "object",
                "properties": {
                  "salesforceOrganizationId": { "type": "string" },
                  "caseId": { "type": "string" },
                  "webhookMessageId": { "type": "string" }
                }
              }
            }
          },
          "required": true
        },
        "responses": {
          "2XX": {
            "description": "",
            "content": {
              "application/json": {
                "schema": {
                  "type": "object",
                  "properties": {
                    "data": {
                      "type": "object",
                      "properties": {
                        "success": { "type": "boolean" }
                      }
                    },
                    "error": { "type": "string" }
                  }
                }
              }
            }
          }
        }
      }
    }
  }
}

Click Next, then Save & Finish.

Create the Email Message Flow

This Flow forwards every newly created Email Message to Fini.

Start a new Record-Triggered Flow

Setup → Flows → New Flow → Record-Triggered Flow.

Configure the start

Object: Email Message
Trigger the Flow When: Record is created
Set Entry Conditions: None
Optimize the Flow for: Action and Related Records
Enable Add Asynchronous Path

Add the request body assignment

On the Asynchronous path, add an Assignment node labeled RequestBodyEmailMessage.Create a new variable resource:

Resource Type: variable
API Name: requestBody
Data Type: Apex-Defined
Apex class: ExternalService__FiniWebhookSiteExternalService_FiniWebhookSiteInvocableAction_IN_body
Availability Outside the Flow: check Available for input and Available for output.

Add three assignments to requestBody:

Field	Value
`caseId`	`{!$Record.ParentId}`
`webhookMessageId`	`{!$Record.Id}`
`salesforceOrganizationId`	`{!$Organization.Id}`

Add the action

On the Asynchronous path, add an Action node:

Action group: External Services → FiniWebhookSiteExternalService
Select Fini Webhook Site Invocable Action
Label: Fini Webhook Site Invocable Action
Body: requestBody
Show Advanced Options: enable Always continue in current transaction

Save and activate

Save the Flow with the label TriggerFiniForEmailMessage. Activate it.

Create the Case Comment Flow

This Flow does the same for Case Comments. The structure is identical to the Email Message Flow with two changes: the triggering object and the caseId value source.

Start a new Record-Triggered Flow

Setup → Flows → New Flow → Record-Triggered Flow.

Configure the start

Object: Case Comment
Trigger the Flow When: Record is created
Set Entry Conditions: None
Optimize the Flow for: Action and Related Records
Enable Add Asynchronous Path

Add the request body assignment

Add an Assignment node labeled RequestBody. Use the same requestBody variable definition as in the Email Message Flow (Apex-Defined, same class).Add three assignments:

Field	Value
`caseId`	`{!$Record.Parent.Id}`
`webhookMessageId`	`{!$Record.Id}`
`salesforceOrganizationId`	`{!$Organization.Id}`

Note that caseId uses $Record.Parent.Id here because Case Comment’s parent is the Case (in the Email Message Flow it was $Record.ParentId because Email Message points at the Case directly).

Add the action

Same as the Email Message Flow: External Services action calling FiniWebhookSiteExternalService → FiniWebhookSiteInvocableAction, body is requestBody, advanced option Always continue in current transaction enabled.

Save and activate

Save the Flow with the label TriggerFiniForCaseComment. Activate it.

Verify it’s working

From your Salesforce org, send a test email to the support address routed into Salesforce, or have a test contact reply to an existing case via email.
Wait the configured response delay, then open the case in Salesforce. The mapped Fini agent should have posted an Email Message or Case Comment.
If nothing appears, see Troubleshooting.

Common questions

Do I need to replace Salesforce or migrate my cases?

No. Fini works on cases inside your existing org, and your team keeps working them in Salesforce. See Fini on top of your helpdesk.

What does Fini do when it can't answer?

It escalates the case to a human and sets the Fini Transfer (Fini_Transfer__c) checkbox. If that field is missing from Salesforce or from Fini’s integration record, handoff doesn’t work, so confirm both fields after you connect (Verify the custom fields are synced).

Can I stop Fini on a specific case?

Yes. Check Fini Skip Webhook (Fini_Skip_Webhook__c) on the case and Fini skips reply processing for it.

Does Fini read internal Case Comments?

Yes. The Case Comment Flow forwards every new Case Comment to Fini, alongside new Email Messages. Fini can also reply as a Case Comment, which customers don’t see.

Do I need the Flows if I only use Salesforce for widget escalations?

Troubleshooting

Authorization failed with “client identifier invalid”. The Connected App was just created and Salesforce hasn’t propagated it yet. Wait 5 to 10 minutes and try again. Authorization failed with “invalid_grant”. Usually means the Sandbox toggle in Fini doesn’t match the actual Salesforce environment (sandbox vs. production). Disconnect and reconnect with the correct toggle. Custom fields didn’t get created during authorization. The authorizing user lacks Tooling API access. Create the fields manually following If the custom fields are missing, then have the engineering team register them in Fini’s integration record. Fini isn’t receiving Salesforce events. Check:

Both Flows (TriggerFiniForEmailMessage and TriggerFiniForCaseComment) are active.
The External Credential’s x-fini-salesforce-api-key header value is correct (ask the Fini engineering team).
The Named Credential URL is the production URL: https://api-prod.usefini.com/v2/integrations/salesforce/ask-question.
Check Salesforce Setup → Flows → Paused and Failed Flow Interviews for any failed runs with error details.

The agent isn’t replying even though events are reaching Fini. Check, in order:

Is an agent selected in Agent Routing?
Is the agent enabled and trained?
Is the response delay much higher than expected?
Is Fini_Skip_Webhook__c checked on the case? (Agent will deliberately not reply.)
Are there Reply Behavior rules that suppress replies on this channel?

Getting Started

Agent Configuration

Deploy

Test & Ship

Performance & accuracy

At a glance

Before you connect

Create a Connected App in Salesforce

What Fini does with your Salesforce

Connect Salesforce in Fini

Configure your deployment

Connection Details

Agent Routing

Reply Settings

Configure reply behavior

Manual Salesforce setup

Verify the custom fields are synced

If the custom fields are missing

Make the fields visible to the Fini user profile

Create the Named Credentials

Create the External Service

Create the Email Message Flow

Create the Case Comment Flow

Verify it’s working

Common questions

Troubleshooting

​At a glance

​Before you connect

​Create a Connected App in Salesforce

​What Fini does with your Salesforce

​Connect Salesforce in Fini

​Configure your deployment

​Connection Details

​Agent Routing

​Reply Settings

​Configure reply behavior

​Manual Salesforce setup

​Verify the custom fields are synced

​If the custom fields are missing

​Make the fields visible to the Fini user profile

​Create the Named Credentials

​Create the External Service

​Create the Email Message Flow

​Create the Case Comment Flow

​Verify it’s working

​Common questions

​Troubleshooting

At a glance

Before you connect

Create a Connected App in Salesforce

What Fini does with your Salesforce

Connect Salesforce in Fini

Configure your deployment

Connection Details

Agent Routing

Reply Settings

Configure reply behavior

Manual Salesforce setup

Verify the custom fields are synced

If the custom fields are missing

Make the fields visible to the Fini user profile

Create the Named Credentials

Create the External Service

Create the Email Message Flow

Create the Case Comment Flow

Verify it’s working

Common questions

Troubleshooting