How to connect the Salesforce integration
Last updated October 14, 2026
Overview
The Salesforce integration connects your Salesforce account to Atlas so agents can see who a customer is without leaving the ticket. Salesforce contacts sync into Atlas as customers, Salesforce accounts sync into Atlas as accounts, and you choose which Salesforce activity history (calls, emails, meetings, tasks, and notes) agents see in Atlas. In the other direction, Atlas can share customer notes and tickets back to Salesforce, so your support history is visible to the teams working in Salesforce.
This helps both teams. Agents see CRM context such as a customer's annual contract value (ACV) and can prioritize and tailor their replies. Account managers see open support tickets in Salesforce before renewal conversations.
You connect Salesforce through a secure Salesforce sign-in, then complete a four-tab configuration: "Customers", "Accounts", "Activities", and "Tickets & Notes". After you finish the setup, Atlas imports your Salesforce data in the background.
The Salesforce integration is a global setup: an Admin connects and configures it once for the whole workspace.
Key Features
- Secure Salesforce sign-in: Atlas connects through Salesforce's own authorization, so Atlas only gets the access you approve. Apideck Unify is the secure connector Atlas uses behind the scenes.
- Contacts to customers: Salesforce contacts sync into Atlas as customers. New contacts are created in Atlas automatically.
- Accounts to accounts: Salesforce accounts sync into Atlas as accounts. New accounts are created automatically.
- Standard and custom field mapping: Map Salesforce fields to the standard Atlas customer and account fields, and use "Map new field" to bring in custom Salesforce fields.
- Activity history in Atlas: Choose which Salesforce activities agents see in Atlas: calls, emails, meetings, tasks, and notes.
- Tickets and notes back to Salesforce: Share customer notes and tickets from Atlas to Salesforce.
- Background import: After setup, Atlas imports your Salesforce data. The import can take up to 24 hours depending on the number of contacts and accounts.
How to connect the Salesforce integration
Use this guide to authorize Salesforce, map customer and account fields, choose which activities sync, and share tickets and notes back to Salesforce.
Connect your Salesforce account
- Open the main menu and go to "App Configuration > Integrations > Salesforce" .
- Click "Connect to Salesforce".
- In the permission window, click "Authorize".
- Salesforce asks you to confirm access for Apideck Unify, the secure connector Atlas uses. Click "Allow".
- You are returned to Atlas. Click "Needs Configuration", then click "Configure" to open the mapping screen.
Configure the "Customers" tab (Salesforce to Atlas)
The "Customers" tab maps Salesforce contacts to Atlas customers. Salesforce fields are in the left column ("CRM") and Atlas fields are in the right column ("Atlas").
- Under "Map CRM customers to customers", open the dropdown for each row and select the matching Salesforce field:
| Atlas field | Salesforce (CRM) field |
| First name | First name |
| Last name | Last name |
| Primary email | |
| Phone | Primary phone |
| User Id | ID |
- (Optional) To bring in fields your team tracks in Salesforce, under "Map custom fields for CRM customers to customers", click "Map new field".
- In the new row, click "Select a field" to browse the custom Salesforce fields, then select the Atlas field that should hold the value.
- Click "Next".
Configure the "Accounts" tab (Salesforce to Atlas)
The "Accounts" tab maps Salesforce accounts to Atlas accounts.
- Under "Map CRM accounts to accounts", select the matching Salesforce field for each row: Atlas field Salesforce (CRM) field Name Name Account ID Id
- (Optional) Under "Map custom fields for CRM accounts to accounts", click "Map new field" to map additional account fields.
- Click "Next".
Configure the "Activities" tab (Salesforce to Atlas)
The "Activities" tab does not use field mapping. Instead, you choose which Salesforce history agents see in Atlas.
- Turn on the toggles for the activities you want agents to see:
- "Show call in Atlas"
- "Show email in Atlas"
- "Show meeting in Atlas"
- "Show task in Atlas"
- "Show note in Atlas"
- Click "Next".
Configure the "Tickets & Notes" tab (Atlas to Salesforce)
The "Tickets & Notes" tab sends information the other way, from Atlas to Salesforce.
- Turn on "Show customer notes in Atlas" to share the notes your agents write with Salesforce.
- Turn on "Show tickets in Atlas" to share your ticket history with Salesforce.
- Click "Finish Integration Setup".
How to verify the sync
- In Salesforce, note a few account names and contacts (names, emails, phone numbers) you expect to see in Atlas.
- In Atlas, open your accounts list and click the "Name" column to sort it alphabetically. The same accounts from Salesforce appear in the list.
- Open the main menu and select "Customers" .
- (Optional) Click "No selected filters" to see the ways you can narrow down the customer list.
- Click the search icon and search for a Salesforce contact by name or email. The customer appears with the account, email, and phone synced from Salesforce.
FAQs & Troubleshooting
Why is no Salesforce data showing in Atlas yet?
Check the following:
- The integration status is not still "Needs Configuration". Data only flows after you click "Finish Integration Setup".
- The import is still running. It can take up to 24 hours depending on the number of contacts and accounts.
- You clicked "Allow" for Apideck Unify during sign-in.
What is Apideck Unify, and why does Salesforce ask me to allow it?
Apideck Unify is the secure connector Atlas uses behind the scenes to connect to Salesforce. Click "Allow" to continue the connection.
Does the integration create new customers and accounts?
Yes. New Salesforce contacts are created in Atlas as customers, and new Salesforce accounts are created as Atlas accounts.
Can I turn off an activity type later?
Yes. You can come back and turn any of the activity toggles off later.
What data syncs between Salesforce and Atlas?
Contacts and accounts sync into Atlas as customers and accounts, along with the activities you select (calls, emails, meetings, tasks and notes). Customer notes and ticket activity sync from Atlas to Salesforce.
Which direction does each tab sync?
"Customers", "Accounts", and "Activities" sync from Salesforce to Atlas. "Tickets & Notes" syncs from Atlas to Salesforce.