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The Salesforce integration syncs core CRM records into Modem and gives the Modem Agent read-only access to your Salesforce org. The agent can query CRM data alongside conversations and topics, then act through your other connected tools.
Salesforce access is read-only. Modem does not create, update, or delete Salesforce records. Synced records update about every 15 minutes rather than in real time.

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Prerequisites

  • Admin or Owner role in your Modem organization
  • A Salesforce administrator who can install the Modem managed package
  • A Salesforce user who can authorize the connection and access the objects and fields you want Modem to read
  • A production Salesforce org. Salesforce sandboxes are not supported yet.

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Setup

1

Open the Salesforce integration

Go to Settings → Integrations → Salesforce in your Modem dashboard.
2

Install the Modem package

Click Install Modem package. Sign in to the production Salesforce org you want to connect, then have a Salesforce administrator approve the package installation.You don’t need to copy an API key, client ID, or client secret into Modem.
3

Connect your Salesforce org

Return to the Salesforce integration page in Modem and click Connect Salesforce. Sign in as the Salesforce user Modem should use, then approve access.We recommend a dedicated integration user with read-only access to only the objects and fields your team needs.
4

Confirm the connection

After authorization, Modem returns you to the integration page. A healthy connection shows Connected with your Salesforce instance hostname.

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What Gets Synced

Modem runs an initial sync after connecting, then checks Salesforce for changes about every 15 minutes. The sync is incremental and read-only. It does not create discussions or topics, fire automation triggers, or write changes back to Salesforce.

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What the Agent Can Query

The synced objects provide CRM context inside Modem. The agent can also query Salesforce directly when you ask, including standard and custom objects that are queryable by the connected Salesforce user. The agent can:
  • List queryable standard and custom objects
  • Inspect an object’s fields, picklist values, and relationships
  • Run read-only SOQL SELECT queries, including relationship fields and child queries
  • Fetch a record by its Salesforce object name and record ID
  • Combine Salesforce data with Modem conversations, topics, people, and companies
  • Act on the result through other connected tools, such as posting a summary or creating a ticket
The agent cannot create, update, or delete Salesforce records.

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Example prompts

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Access and Permissions

Salesforce’s permission model controls what Modem can read. If the connected user cannot query an object or field, neither the sync nor the agent can access it. Use a dedicated integration user when possible. Grant it API access and read access only to the CRM data your team wants available in Modem. Modem stores the resulting OAuth tokens encrypted and refreshes them automatically.

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Troubleshooting

Install the Modem package before clicking Connect Salesforce. Confirm that you installed it in the same production Salesforce org you’re authorizing. Salesforce sandboxes aren’t supported yet.
Click Reconnect in the notice on the Salesforce integration page and approve the requested access. Reconnecting updates the authorization without duplicating synced records.
The settings page checks the connection regularly. If the error persists, disconnect Salesforce, reconnect it, and authorize with a user who still has API access. Contact support@modem.dev if reconnecting doesn’t restore a healthy connection.
Salesforce records update about every 15 minutes, so recent changes may not appear immediately. Sync can also pause when the Salesforce org is close to its daily API limit. Confirm that the connected user can read the affected object and field, then check again after the next sync.
Ask the agent to list Salesforce objects or describe the object first. If the object or field is missing, confirm that it is queryable and visible to the connected Salesforce user.

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Disconnecting

To disconnect Salesforce:
  1. Go to Settings → Integrations → Salesforce
  2. Click Disconnect
  3. Confirm the disconnection
Disconnecting removes the connection from Modem and stops new data from syncing. Modem also asks Salesforce to revoke the authorization. The agent can no longer query the Salesforce org. Historical data remains in Modem after disconnecting.

The Modem Agent

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