Integrate airfocus with Salesforce

Benefits of using the Salesforce integration

Our Salesforce integration allows you to gather feedback directly from your Salesforce cases and opportunities. Easily import and centralize inputs from Salesforce to airfocus and inform product discovery.

• Seamlessly import Salesforce cases and opportunities as items to airfocus to create insights for product discovery and prioritization.
• Ability to flexibly map many Salesforce system fields to airfocus fields.

Requirements

To be able to make use of the Salesforce integration, users need to make sure they fulfill the following requirements:

On airfocus

• Users need to have “Full” access permissions to a workspace.
• airfocus team needs to be subscribed to “Enterprise” plan.

On Salesforce

The user used to set up the integration needs to be assigned to a profile that needs to have:

• At least read permissions to all objects/information that should be synced via the integration
• The “API Enabled” and “Manage Connected Apps” settings turned ON. System Administrators can check this for any of their configured profiles via Setup > Administration Setup > Manage Users > Profiles
• By default when creating an app in salesforce, it has "Require Proof Key for Code Exchange (PKCE) Extension for Supported Authorization Flows" enabled. This flag has to be disabled.

Additional for syncing “cases”:

• Salesforce organization needs to be subscribed to the Salesforce Service Cloud and needs to have access to the “Web Services API” which is currently available on the “Professional” (extra charge), “Enterprise”, and “Unlimited” editions.
  

Additional for syncing “opportunities”:

• Salesforce organization needs to be subscribed to the Salesforce Sales Cloud and needs to have access to the “Web Services API” which is currently available on the “Professional” (extra charge), “Enterprise”, and “Unlimited” editions.
  

Setting up the integration

Setting up the integration is easy and should only take a few minutes. Here is how to do it:

Log into airfocus

First, sign up for airfocus or log into your existing account. Create a new workspace in airfocus or select the one you would like to integrate Salesforce with.

Add a Salesforce integration to airfocus

Please keep in mind that an integration always connects to one specific airfocus Workspace. You can add multiple Salesforce integrations to a given workspace.

To set up the integration, go to "Manage integrations" in your Extensions and connect to Salesforce.

On the next screen, you need to select "Connect a new Salesforce instance" from the dropdown menu. If you connected with Salesforce instances on your team previously, all available Salesforce instances will be displayed in this dropdown. You can create as many Salesforce integrations to a single Salesforce instance as you like.

Next, you need to give your new Salesforce instance connection a name (which will later be displayed on airfocus). Below you can insert the Consumer key (Client ID) and Consumer secret (Client secret) of your Salesforce Connected App to be able to connect to Salesforce.

Setup a connected app on Salesforce

1. Login to your Salesforce organization.
2. Open the settings page for connected apps:
   • if you are on Salesforce Classic via Setup > App Setup > Create > Apps.
     
   • if you are on Salesforce Lightning via Setup > Platform Tools > Apps > App Manager.
     
     
3. Create a new Connected App:
   • if you are on Salesforce Classic : Under the connected apps section click “New”.
     
   • if you are on Salesforce Lightning : Next to "Lightning Experience App Manger" click "New Connected App".
     
4. Fill out the basic information section:
   • Connected App Name: for example “airfocus”.
   • API Name: for example “airfocus”.
   • Contact Email: your email address.
     
5. In the API (Enable OAuth Settings) section:
   • Check the box to “Enable OAuth Settings”
   • Depending on your airfocus server (see note below) - copy this Callback URL:
     • European server : https://app.airfocus.com/api/integration-providers/salesforce/callback and paste it into the "Callback URL" field.
     • US Server: https://app.airfocus.com/api/integration-providers/salesforce/callback and paste it into the "Callback URL" field.
     • New US Server (if you are located in the US or APAC region and your account was created after September 2025): https://app.airfocus.app/api/integration-providers/salesforce/callback and paste it into the "Callback URL" field.
   • In Selected OAuth Scopes, add the following scopes:
     • Manage user data via APIs (api).
     • Perform requests at any time (refresh_token, offline_access).
       
     • Note: to find your airfocus server location, check your airfocus URL, if it contains us.airfocus it is in the US if not, it is in Europe. For example: teamname.us.airfocus.com instead of teamname.airfocus.com
     • Please note, if you are located in the US or APAC region and your account was created after September 2025 the URL will be teamname.airfocus.app
6. Click “Save”. The next screen will tell you that you might have to wait up to 10 minutes for the changes to apply. Click "Continue". Wait 10 minutes.
   

Note: You'll be redirected to the management page of your connected app, so you can continue directly with 4. on the next section of this guide.

Connect airfocus to Salesforce

1. Login to your Salesforce organization.
2. Open the settings page for connected apps:
   • if you are on Salesforce Classic via Setup > App Setup > Create > Apps.
     
   • if you are on Salesforce Lightning via Setup > Platform Tools > Apps > App Manager.
     
3. Open the overview of your Connected App:
   • if you are on Salesforce Classic in the “Connected Apps” section click on the name of your connected app for airfocus.
     
   • if you are on Salesforce Lightning in the table click on the dropdown arrow of your app and click "View".
     
4. In the “API (Enable OAuth Settings)” section click on “Manage Consumer Details”.
   
5. You might have to verify your identity with Salesforce.
6. Copy the “Consumer Key” and "Consumer Secret" and paste them into the corresponding fields on the airfocus Salesforce integration setup.
   
   
7. Click “Connect” on airfocus.
8. You will be redirected to a Salesforce confirmation screen. Click "Allow".
   

Configure your integration

You can name the integration by entering a name into the "Name" field located at the top of the Salesforce integration settings page. This name will be displayed on the integrations overview and extensions popover for easy identification as well.

Filters

Select the Salesforce object type that you want to import/sync with airfocus. The integration currently supports Salesforce cases and opportunities. If you want to sync both object types, you need to set up one integration for each of them (they can both connect via the same Salesforce instance, so you don't have to create a connected app for each object type).

Select a date via the date picker in the "Import objects created after" field to only import objects which were created after the selected date. If you do not specify a date here the integration will import all Salesforce objects of the type you selected.

You can further filter down which objects should be synchronized by entering a WHERE condition for the Salesforce Object Query Language (SOQL). Combine multiple conditions with AND or OR. If you select a start date in the field above, it will be implicitly added to the WHERE clause. All fields referenced here must have a mapping defined in the "Field mapping" section below. Learn more.

Field mapping

Use mapping to define how information from Salesforce should be mapped to airfocus. The item names and item descriptions are always mapped by default when setting up a new integration and can optionally be removed or modified.

How to add a new field mapping

When selecting a field in the dropdown, only fields that match the field type will be displayed in the dropdown on the airfocus end. Our integration allows you to map fields of the main object type (selected above) as well as fields of directly connected objects.

In the example below the user has selected "Case" as the Salesforce object type to be imported/synced. The "Priority" field (marked in red) is a system field of the "Case" object. The "Case ID" field (marked in green) is a system field of the "MasterRecord" object which is an object directly connected to "Case".

To put it simply: If a field is only max one click away from your synced object on Salesforce you can map it to your airfocus item (conditions described in this article apply).

The integration currently only allows you to sync information "one-way" from Salesforce to airfocus.

After selecting two fields you want to map you can select the field options and how they should be mapped. You can also map multiple Salesforce field options to a single airfocus field option.

Available field types for mapping

The integration currently only allows you to sync system fields "one-way" from Salesforce to airfocus. Here is a list of possible field mappings you can configure:

How to determine the field type of your Salesforce fields

You can find a list of all fields available / configured on your Salesforce object type (like “Case” or “Opportunity”) in your Salesforce settings:

1. Log in to the Salesforce organization you are connecting to airfocus.
2. On your main Salesforce Dashboard click on the settings wheel next to your profile avatar and click “Setup”.
   
3. On the setup side bar click on Platform Tools > Objects and Fields > “Object Manager”.
   
4. Look for the object type you want to see the field types for and click on its object “label”.
   
5. In the object type (example “Case” here) sidebar click on “Fields & Relationships” and review the “Data Type” column of the table to determine the field type of any field you have configured for this object type.
   
6. You can determine whether a field is a custom or system field by reviewing the “Field Name” column of the table. If a field name ends with a “__c” it is a custom field.
   

Additional settings

When "Archive unknown items" is enabled, previously imported items will be archived in airfocus, if they are not present in Salesforce anymore or they do no longer fall into the filters set for the integration.

When "Automatic sync" is enabled, your integration will automatically sync every 10 minutes and every time you access the workspace.

When you click "View logs", you can view your Salesforce integration activity logs and see what changes were made before the last sync.

To save your settings and import your items to airfocus, "Update and synchronize".

Important notes

The Salesforce user account used to set up the integration does not necessarily have to be used to use the integration. As long as the airfocus users have valid Consumer Keys and Secrets, they can set up as many integrations to that connected Salesforce instead as they like.

The integration is currently limited to syncing max. 2000 Salesforce objects.

Your connected app is considered a "Non-SDFC Application" by Salesforce. Please read Salesforce's Main Service Agreement if you want to review their policies on the usage of Non-SDFC Applications and the use of those for integration services.

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