The Salesforce integration reads your org's sales and, optionally, service data into Four/Four so conversations and insights link to your accounts, contacts, leads and opportunities. In the other direction, Four/Four logs conversations it records as completed Calls in Salesforce, and a Lightning app shows Four/Four data on Salesforce record pages. Connecting requires a Salesforce admin or service user who can authorise API access.
Data Four/Four reads from Salesforce
You connect with OAuth: you sign in to Salesforce and approve access, and no Salesforce password is stored in Four/Four. After connecting, Four/Four imports your data and then checks Salesforce for changes about every five minutes. The Salesforce card shows Syncing... during the first import and Connected once it completes. Records you delete in Salesforce are removed from Four/Four.
Objects | Requires | Scope of first import |
Accounts, Contacts, Leads, Opportunities, Opportunity history, Opportunity products (line items), Price book entries, Products | Salesforce connection | Full |
Users (active only), Currency types (multi-currency orgs) | Salesforce connection | Full |
Cases, Case comments, Case emails | Salesforce Service Cloud connection | Roughly the last 90 days |
Voice calls | Salesforce Voice connection | Roughly the last 90 days |
Custom objects | A custom list (see below) | Refreshed once a day |
Four/Four can only import records that the connecting user can see. Use an admin or a dedicated service user with access to everything you want imported. A service user is recommended because the connection stops working if the user who connected is deactivated.
All Four/Four requests to Salesforce come from a single IP address, so the integration works with Salesforce IP restrictions. Four/Four also pauses importing when your org has used about 85% of its Salesforce API allowance, and resumes automatically after a few minutes.
Connect Salesforce
In Four/Four, go to Settings > Connections.
Under Customer relationship management, find Salesforce and click Connect.
Sign in to Salesforce as an admin or your service user and approve access. You are returned to Four/Four and the import starts.
If you have more than one Salesforce org, use the plus button next to the card to add another connection. Each connection has its own settings. To disconnect, click Disconnect on the card.
Service Cloud and Salesforce Voice
Both are optional and connected separately; the products must be enabled in your Salesforce org. In Settings > Connections, click Connect on Salesforce Service Cloud (under Service management) for cases, or Salesforce Voice (under Call recording) for voice calls. If Salesforce is not connected yet, you are first taken through the Salesforce sign-in.
Write-back: calls and notifications
Four/Four does not edit your existing Salesforce records. When a conversation recorded by Four/Four (for example by the Four/Four notetaker) finishes processing, it adds two things to Salesforce. This is on by default. Conversations imported from other tools, such as Gong or Zoom, are not written back.
A completed Call task. The task is named after the conversation followed by "(Four/Four)", and its description contains a link to the conversation in Four/Four and the AI summary. It is linked to the matched Salesforce lead if the conversation matches an unconverted lead, otherwise to the account and contacts. The owner is the meeting organiser if they are a Salesforce user, otherwise the Salesforce user who spoke the most, otherwise another linked Salesforce user. The task is updated if the conversation is updated, and deleted if the conversation is deleted in Four/Four.
A Salesforce notification. Owners of the linked lead, opportunity and account are notified that processing is complete. The notification lists the account, opportunity and lead, the conversation date and the number of insights found, and links to the opportunity (or the account or lead if there is no opportunity). It requires the notification type that comes with the Lightning app, and applies to any conversation linked to a Salesforce record when it finishes processing.
To stop Four/Four logging calls in Salesforce, ask your Four/Four team to turn it off.
Custom filters
Custom filters let you filter and group insights by your own Salesforce fields.
On the Salesforce card, click Settings (the cog). It appears once the card is Connected or Syncing....
Under Custom filters, click Add custom filter.
Choose the Record type (Account, Opportunity, Lead, Contact, Product, Case, Call or User), the Field and the Field type (Picklist, Multi-picklist, Numeric, Text search, Date range, Boolean or User), then enter a Name.
Click Save. The filter then appears in Four/Four's filters.
A saved filter cannot be edited. Delete it with the bin icon and add a new one. Only record types that have custom fields are listed; if a field is missing, wait for the next sync and try again.
Custom lists
A custom list turns the content of any Salesforce object into insights.
In Salesforce, create a List View for the object. It must display the field that holds the content (normally a text area). If the content relates to a contact, lead, opportunity, account or user, show those fields on the list view too.
In Four/Four, open the Salesforce Settings and, under Custom lists, click Add custom list.
Choose the Object and the List, then the Insight content field and the Insight date field (date, date/time and text fields are offered).
Choose the Insight type: Jobs to be done, Features, or Pain/Impact assessment.
Click Save.
Custom lists are refreshed once a day. A saved list cannot be edited; remove it with the bin icon. Insights already imported from a removed list are kept.
Excluding records
To keep specific records out of Four/Four, create a checkbox field named FourFour_Ignore__c (API name) on the object and tick it on those records. The next time Four/Four sees a ticked record it is left out, or removed if already imported. The field is read on Cases, Voice calls and custom list objects only, not on Accounts, Contacts, Leads or Opportunities.
Four/Four Lightning app
The Lightning app shows Four/Four inside Salesforce. A record page shows the Analyst, the conversations linked to the record and its insights; Leads and Contacts also show predictions. It supports Accounts, Contacts, Leads, Opportunities, Cases, Voice calls, Users, Products and records from custom lists. A record shows data only once the sync has imported it.
Install the app from Salesforce AppExchange.
In Salesforce, edit the Lightning record page you want (for example Opportunity, Lead, Account or Contact), drag in the Four/Four Detail View or Four/Four Quick View component, then save and activate the page.
The user opens a record page in Salesforce and, the first time, clicks the prompt to start using Four/Four and approves access.
The Salesforce user is matched to a Four/Four user by email address. "Your user account could not be found" means the Salesforce user does not match an active Four/Four user.
Troubleshooting
Authentication failed. Four/Four can no longer use the connection, for example because the connecting user was deactivated, their permissions changed or access was revoked. Click Disconnect, then Connect and sign in again.
Syncing... for a long time. The first import of a large org can take a while. If it stays stuck, check that the connecting user can read the standard objects and that your org's API allowance has not been used up.
Not connected. The connection has not been set up or was disconnected.
Authentication error banner on the Connections page. Salesforce rejected the sign-in or the connecting user cannot use the API. Try again with an admin or service user, and contact support if it persists.
Records are missing. Check that the connecting user can see them and that they are not marked with FourFour_Ignore__c.
Permissions
Connecting and disconnecting Salesforce in Four/Four needs the Manage connections permission. Without it, you cannot connect or disconnect the integration.
Each person who uses the Lightning app needs a Four/Four user licence. In Four/Four, go to Settings > Team, open the user and, under User licences, turn on Salesforce ("Can access the app in Salesforce"). Licences are shown only if your plan includes them, and each licence can be given to a limited number of users. Without the licence, the app shows "Your user account does not have a Salesforce licence".