> ## Documentation Index
> Fetch the complete documentation index at: https://koreai.mintlify.site/llms.txt
> Use this file to discover all available pages before exploring further.

# Salesforce integration

<Badge icon="arrow-left" color="gray">[Back to list of integrations](/agent-platform/integrations#agent-desktop)</Badge>

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:

1. [Salesforce setup](#salesforce-setup) — create an Embedded Service Deployment (MIAW) or a Connected App (BYOC) in Salesforce.
2. [Artemis project configuration](#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

<Tabs>
  <Tab title="MIAW (recommended)">
    For more details on the setup steps, refer to the Salesforce documentation for <a href="https://help.salesforce.com/s/articleView?id=service.miaw_deployment_custom.htm&type=5" target="_blank" rel="noopener noreferrer">Messaging for In-App and Web  ↗</a>.

    <Steps>
      <Step title="Create an Embedded Service Deployment">
        1. Go to **Setup** > **Embedded Service Deployments**.
        2. Create a new **Messaging for In-App and Web** deployment (or use an existing one).
        3. Note the deployment's **Developer Name** (for example, `My_Messaging_Deployment`).
        4. Open the deployment's **Code Snippet** and copy the **SCRT URL** (for example, `https://your-org.develop.my.salesforce-scrt.com`).
      </Step>

      <Step title="Note your Organization ID">
        1. Go to **Setup** > **Company Information**.
        2. Copy the **Salesforce.com Organization ID** — it starts with `00D`.
      </Step>

      <Step title="Configure routing">
        1. Go to **Setup** > **Routing Configuration** (Omni-Channel) and configure the queues and skills used to assign incoming interactions to agents.
        2. Test the routing flow in the Salesforce Service Console before connecting Artemis.
      </Step>
    </Steps>
  </Tab>

  <Tab title="BYOC">
    For more details on the setup steps, refer to the Salesforce documentation for <a href="https://help.salesforce.com/s/articleView?id=xcloud.connected_app_client_credentials_setup.htm&type=5" target="_blank" rel="noopener noreferrer">Connected App Client Credentials Setup ↗</a>.

    <Steps>
      <Step title="Create a Connected App">
        1. Go to **Setup** > **App Manager** > **New Connected App**.
        2. Enable OAuth settings and enable the **Client Credentials Flow**.
        3. Assign a run-as user for the client credentials flow.
        4. Save, then open **Manage Consumer Details** to copy the **Consumer Key** (Client ID) and **Consumer Secret** (Client Secret).
      </Step>

      <Step title="Note your Salesforce SCRT instance URL">
        Copy your org's SCRT instance URL, for example, `https://your-org.my.salesforce-scrt.com`.
      </Step>
    </Steps>
  </Tab>
</Tabs>

***

## Artemis project configuration

1. Go to **Project** > **Integration** > **Agent Desktop** > **Salesforce**.

2. Select **Connect**. The **Connect Salesforce** configuration dialog opens.

3. 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](#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](#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>`.   |

4. Click **Create Connection**.

5. Use the Salesforce integration for Agent Transfer routing: <br />
   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).    |

## Verify the connection

1. Trigger an agent transfer in the test conversation in your Artemis project.
2. Open the Salesforce **Service Console** (Omni-Channel) and accept the incoming interaction from the configured queue.
3. 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.                                                                                                               |

**Related articles:**

* [Transfer sessions](/agent-platform/transfer-sessions)
* [Escalate to a human agent](/agent-platform/escalate)