Salesforce integration

Back to list of integrations For secure, bidirectional communication between the AI application and live representatives, you can integrate Salesforce Service Cloud Agent Desktop with an Artemis project. The integration requires:

Salesforce setup — create an Embedded Service Deployment (MIAW) or a Connected App (BYOC) in Salesforce.
Artemis project configuration using the organization ID and the deployment or Connected App details from Salesforce. Set it as the default Agent Transfer route.

After the configuration is complete, Artemis routes escalated conversations to the configured Salesforce queue, and a live Salesforce agent can pick up the interaction from the Service Console with full conversation context carried over. Important considerations

Auth types: The integration supports two auth types — MIAW (Messaging for In-App and Web, SCRT 2.0 unauthenticated guest messaging, recommended) and BYOC (Bring Your Own Connected App, using OAuth with a client credentials grant). Choose the type that matches the setup you complete in Salesforce.
No OAuth for MIAW: MIAW is a configuration-only connection — Artemis authenticates using only the SCRT URL, Organization ID, and Deployment Developer Name. If you need an authenticated connection, use BYOC and create a Connected App in Salesforce.

Prerequisites

Access to Salesforce Setup with permission to create Embedded Service Deployments (MIAW) or Connected Apps (BYOC), and to configure Omni-Channel routing.
Artemis project access with permission to open Project > Integration, and Project Settings > Agent Transfer.

Salesforce setup

MIAW (recommended)
BYOC

For more details on the setup steps, refer to the Salesforce documentation for Messaging for In-App and Web ↗.

Create an Embedded Service Deployment

Go to Setup > Embedded Service Deployments.
Create a new Messaging for In-App and Web deployment (or use an existing one).
Note the deployment’s Developer Name (for example, My_Messaging_Deployment).
Open the deployment’s Code Snippet and copy the SCRT URL (for example, https://your-org.develop.my.salesforce-scrt.com).

Note your Organization ID

Go to Setup > Company Information.
Copy the Salesforce.com Organization ID — it starts with 00D.

Configure routing

Go to Setup > Routing Configuration (Omni-Channel) and configure the queues and skills used to assign incoming interactions to agents.
Test the routing flow in the Salesforce Service Console before connecting Artemis.

For more details on the setup steps, refer to the Salesforce documentation for Connected App Client Credentials Setup ↗.

Create a Connected App

Go to Setup > App Manager > New Connected App.
Enable OAuth settings and enable the Client Credentials Flow.
Assign a run-as user for the client credentials flow.
Save, then open Manage Consumer Details to copy the Consumer Key (Client ID) and Consumer Secret (Client Secret).

Note your Salesforce SCRT instance URL

Copy your org’s SCRT instance URL, for example, https://your-org.my.salesforce-scrt.com.

Artemis project configuration

Go to Project > Integration > Agent Desktop > Salesforce.
Select Connect. The Connect Salesforce configuration dialog opens.

Configure the following fields:

Artemis connection field	Applies to	Source / Notes
Connection Name	Both	Enter a unique connection name, such as `My Salesforce`.
Auth Type	Both	`miaw` — Messaging for In-App and Web (no OAuth, recommended). `byoc_oauth` — BYOC Interaction Service with Connected App OAuth.
SCRT URL (optional)	MIAW only	Your SCRT 2.0 endpoint URL from the Embedded Service Code Snippet. See Salesforce setup.
Organization ID	Both	Salesforce Setup > Company Information (starts with `00D`).
Deployment Developer Name (optional)	MIAW only	The Embedded Service Deployment developer name from Setup > Embedded Service Deployments.
Instance URL (optional)	BYOC only	Your Salesforce SCRT instance URL. See Salesforce setup.
Client ID (optional)	BYOC only	Consumer Key from your Connected App settings.
Client Secret (optional)	BYOC only	Consumer Secret from your Connected App settings.
Webhook Callback URL (optional)	Both	ABL Runtime webhook for inbound agent events: `https://your-runtime/api/v1/agent-transfer/webhooks/salesforce?tid=<tenantId>`.

Click Create Connection.
Use the Salesforce integration for Agent Transfer routing:
Go to Project Settings > Agent Transfer > Default Routing > Connection and select the integration.

When an agent escalates a conversation, Artemis routes it to the configured Salesforce Agent Desktop system.

Validation checklist

Validation item	Expected result
Complete Salesforce setup	Embedded Service Deployment ready (MIAW) or Connected App created with Client Credentials Flow enabled (BYOC).
Note Organization ID	Organization ID copied from Setup > Company Information.
Create Artemis Salesforce connection	Connection saved with a unique name, Auth Type, and the fields required for that auth type.
Set default Agent Transfer route	Salesforce connection is selected in Project Settings > Agent Transfer > Default Routing.
Initiate test transfer	Test conversation escalates without connection errors. See verify the connection.

Verify the connection

Trigger an agent transfer in the test conversation in your Artemis project.
Open the Salesforce Service Console (Omni-Channel) and accept the incoming interaction from the configured queue.
Confirm that messages sent from the test conversation appear on the agent side, and that agent replies appear back in the Artemis conversation.

Troubleshoot integration issues

Symptom	Likely cause	Recommended action
Connection fails with a “no credentials” error	Required MIAW or BYOC fields are missing from the connection	Re-open the connection and verify Organization ID plus the fields required for your Auth Type — SCRT URL and Deployment Developer Name for MIAW; Instance URL, Client ID, and Client Secret for BYOC.
MIAW authentication fails with a 401 error	Invalid Organization ID or Deployment Developer Name	Re-check both values against Setup > Company Information and Setup > Embedded Service Deployments.
MIAW authentication fails with a 403 error	The Embedded Service deployment restricts allowed domains	In the deployment’s settings in Salesforce, allow all domains or add the Artemis/runtime domain to the allow list.
Real-time connection fails with a 404 error	Invalid or mistyped SCRT URL	Re-copy the SCRT URL from the deployment’s Code Snippet in Setup > Embedded Service Deployments.
BYOC connection is unauthorized	Incorrect Client ID / Client Secret, or the Client Credentials Flow isn’t enabled on the Connected App	Verify the Consumer Key and Consumer Secret in Manage Consumer Details, and confirm the Client Credentials Flow is enabled with a run-as user assigned.
Agent never receives the interaction	Routing configuration doesn’t route the deployment’s channel to an active queue	Verify the Omni-Channel routing configuration and queue assignment in Salesforce Setup.

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Prerequisites

Salesforce setup

Artemis project configuration

Validation checklist

Verify the connection

Troubleshoot integration issues

​Prerequisites

​Salesforce setup

​Artemis project configuration

​Validation checklist

​Verify the connection

​Troubleshoot integration issues

Prerequisites

Salesforce setup

Artemis project configuration

Validation checklist

Verify the connection

Troubleshoot integration issues