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With Salesforce connected, Aide keeps a copy of the Contacts, Leads and Accounts you choose, shows the matching record beside each conversation, and lets its AI read the fields you allow. Settings are in Integrations > Salesforce. To connect, see WooCommerce, Arlo and Salesforce. Aide never writes to Salesforce.

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What Aide syncs

The What Aide syncs section has a tab for each object:
  • Contacts: people in Salesforce, with fields from their account. On by default.
  • Leads: prospects not converted yet. A converted lead becomes its contact.
  • Accounts: for customers who are business accounts. Pick the Customer email field, the account field that holds the customer’s email. Phone field is optional and is matched against WhatsApp numbers.
Some fields always sync, because they are how Aide finds the customer: name, email, phone and mobile on Contacts; the same plus company on Leads; name and the email and phone fields you picked on Accounts. Customer user ID field, on each object, is a field holding your own user ID for the customer. Aide matches it when a signed-in visitor chats in the widget.

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Pick fields

  1. Open the object’s tab and search the fields by label or API name. Picked only filters to the ones you chose, and Pick all in view picks every field listed.
  2. Under Picked fields, in order, drag the fields into the order you want.
  3. Each picked field has an AI can read it switch. It is on when you pick the field. Turn it off for anything your team should see but the AI shouldn’t use.
There’s no limit on how many fields you pick. The AI reads the first 20 switched-on fields that have a value, from the top of your order.

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How often it refreshes

Aide checks Salesforce for changes every 5 minutes. The Sync section shows a status and, for each object, Records kept and Last full sync:
  • Syncing: Aide is reading your records. A large org takes a while the first time.
  • Live: records are up to date.
  • Paused: nothing is syncing. Switch on contacts, leads or accounts.
  • Needs reconnecting: Salesforce stopped accepting Aide’s access. Select Reconnect Salesforce.
  • Too many records: the org has more records than Aide syncs. Contact us to raise the limit. Records already kept stay as they are.
  • Failing: the section says what Salesforce answered and names the object, and the field if one stopped the sync.
If the connected user can’t see every record, the section says “Aide only sees records this user can see.” Reconnect with a Salesforce admin who can view all data to sync the whole org.

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Beside the conversation

The details panel of a conversation has a Salesforce section, after Orders:
  • The record’s name and type (Contact, Lead or Account). Select it to open the record in Salesforce.
  • Its picked fields that have a value: the first 6, with the rest under “Show all”.
  • A line such as “Also 2 Leads with this email” when lower-ranked records matched too.
  • “No Salesforce record matches this customer.” when nothing matched.

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How a customer is matched

Aide matches a conversation by its helpdesk or email sender, a signed-in widget visitor’s user ID, a WhatsApp number, or email. When more than one kind of record matches, a Contact wins over an Account, and an Account over a Lead. Two cases keep the record away from the AI:
  • Unverified: the match came from an email a website visitor typed without signing in. Your team sees the record with an “Unverified” badge, and the AI doesn’t read it.
  • Shared: several records share the customer’s email. Your team sees up to three with a “Shared” badge, and the AI reads none of them.

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Use fields in procedures

Every synced field can be a procedure condition, listed under “salesforce” in the condition picker. A condition holds only for a verified match that isn’t shared.

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Who can do this

Owners and admins change what syncs. Agents can see the settings and the Salesforce section in conversations.