---
description: Learn how to connect your Salesforce account with respond.io to seamlessly access and view your contact fields. 
title: Salesforce
image: https://assets1-proxy.respond.io/api/v1/image/assets%2F11f7a662b80a4675973850b067c01fa5%2F3f43c48b21b24f4e8b02b100c0c8fab0
---

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# Salesforce

![Avatar](https://assets2-proxy.respond.io/ph8r57dk1q9w/2Y6LIr15mC1nj8MgftMVT5/6ffeea71593277f0fc29dafd1c1de9b9/Serene_Avatar.svg)

Shing-Yi Tan

· 22 Oct 2025

3 min read

The **Salesforce integration** allows you to connect your Salesforce account with your **respond.io** workspace.

With this integration, you can:

* **View Salesforce contact fields** like email, phone number, lead source, and more directly in respond.io.
* **Reduce platform switching** by accessing contact data inside the **Inbox** and **Contacts** modules.

## What You’ll Need

* **Admin** access in Salesforce.
* **Owner** or **Manager** access in respond.io.
* **API access** to your Salesforce account.

## Setting Up the Integration

### Install the Salesforce Integration

1. In your **respond.io** workspace, go to **Workspace settings** \> **Integrations**.
![](https://assets2-proxy.respond.io/ph8r57dk1q9w/7zyElfmXHs5t6TiqSOmOZk/5023e3296275fa6919ff16a9a1b46027/salesforce.png?fm=jpg&q=80&w=640) 

2\. Find Salesforce and select **Manage**.

![](https://assets2-proxy.respond.io/ph8r57dk1q9w/23cDeZWNDe56iDmXRhoQUV/b0612a2c7252cf2e1b17cc496945d4c2/salesforce-manage.png?fm=jpg&q=80&w=640) 

3\. Click **Connect Salesforce**.

![](https://assets2-proxy.respond.io/ph8r57dk1q9w/4jtVYQHQx9fufhWDAmSJzD/62fe86ea8913bbe4bdae68e692a854f6/salesforce-connect.png?fm=jpg&q=80&w=640) 

4\. A new tab will open—sign in to your Salesforce account and authorize respond.io.

![](https://assets2-proxy.respond.io/ph8r57dk1q9w/7MLwPAncRTtyySAmmTKsJU/b26e1ac4f2c76c82cc6cb182e4b25780/salesforce-authorize.png?fm=jpg&q=80&w=640) 

5\. Once connected, you’ll see a confirmation message with your Salesforce account details.

> Note: Each respond.io workspace can connect to only **one** Salesforce account.

## Viewing Salesforce Contact Fields in respond.io

You can view **Salesforce fields** in both the **Inbox** and **Contacts** modules.

#### Inbox Module

* Open a conversation in **Inbox**.
* Click on a Contact to view their **Salesforce fields** in the right sidebar.
![](https://assets2-proxy.respond.io/ph8r57dk1q9w/16RJY5iKPAQJDKqLPPJgxG/4d600e70c2a98ed6a34df8cc2e32b069/salesforce-inbox.gif?w=480&fm=avif) 

#### Contacts Module

* Navigate to **Contacts**.
* Select a Contact to view their **Salesforce fields** in the right sidebar.
![](https://assets2-proxy.respond.io/ph8r57dk1q9w/4Ls9mB4Rh3M7nzFJxkw70m/0aeb26a2e6e6b2369e45d91c79783373/salesforce-contacts.gif?w=480&fm=avif) 

For both **Inbox** and **Contacts** modules:

* If a **match is found**, Salesforce fields will appear automatically.
* If **no match is found**, verify that the contact’s **email or phone number** matches exactly between respond.io and Salesforce.
* You can click **View in Salesforce** to open the full profile in Salesforce.
![](https://assets2-proxy.respond.io/ph8r57dk1q9w/6AplHs8Iqdjh6wnP2g2cmD/9ff698c2c35bc351cd0d5b745c75c6c7/salesforce-view.png?fm=jpg&q=80&w=598) 

> **Note**: Salesforce fields in respond.io are **read-only**. To edit, update them directly in Salesforce.

## Selecting and Editing Salesforce Contact Fields in respond.io

You can now select specific Salesforce contact fields to display in your respond.io workspace and edit these fields directly within respond.io.

If you already have a Salesforce account connected in respond.io, you’ll need to refresh permissions to enable these updates.

**Here’s how:**

![](https://assets2-proxy.respond.io/ph8r57dk1q9w/2hPbs9iEge91NoRCrwKknZ/61817e9215eb35e0cc2f9c5814b8bdee/salesforce-refresh.png?fm=jpg&q=80&w=640) 
1. Go to **Workspace settings** \> **Integrations**
2. Select **Salesforce**
3. **Refresh** your access token

### Selecting Salesforce Contact Fields

1. Navigate to **Workspace settings > Integrations**.  
![](https://assets2-proxy.respond.io/ph8r57dk1q9w/1ynqVF6KPbkJUXucCoVAlD/d7c938a6784f59f6057d6f381f2dcac9/salesforce-integrations.png?fm=jpg&q=80&w=640)
2. Click **Manage** next to Salesforce.  
![](https://assets2-proxy.respond.io/ph8r57dk1q9w/CJjmBduZGBFNZQZTT45K8/22812c04cd0dd54fbac0819a3e1d4d8e/salesforce-manage.png?fm=jpg&q=80&w=640)
3. Under **Manage Salesforce fields**, click **Customize view** to choose which contact fields to display in the Inbox and Contacts modules on respond.io.  
![](https://assets2-proxy.respond.io/ph8r57dk1q9w/39eVjnmbMYxIDeoZjX47PB/f2fc243c1219fdb45fb0a6d912cf04e0/salesforce-customize.gif?w=480&fm=avif)
4. Click **Save** to apply your preferences.  
![](https://assets2-proxy.respond.io/ph8r57dk1q9w/589sciMvt977DdTmZbwuHm/4d6b208e9b457b7cd27e2bdef4cbc255/salesforce-save.png?fm=jpg&q=80&w=640)

### Editing Salesforce Contact Fields

You can now edit certain Salesforce contact fields directly within respond.io.

To enable this feature, go to **Manage Salesforce fields** and turn on the toggle. Once enabled, all users in your workspace will be able to edit the selected Salesforce fields from respond.io.

![](https://assets2-proxy.respond.io/ph8r57dk1q9w/6dFRbszYs6s5hbuOyDU6XN/dbbf083925d39dcde9e04e6b1a0b07ea/salesforce-manage2.png?fm=jpg&q=80&w=640) 

Non-editable fields remain read-only and must be updated directly in Salesforce.

**Important Notes:**

* Email and Phone Number fields are non-editable.
* Ensure appropriate permissions in respond.io and Salesforce to edit fields.
* If changes do not appear immediately, refresh your page after 1 minute due to API caching.

To discard changes, select the **Restore** icon next to each editable field. This can be accessed in both the **Inbox** and **Contacts** module.

![](https://assets2-proxy.respond.io/ph8r57dk1q9w/5NflKDXJflbFlTj3rFB4hL/1536f312dc002e9eb4ff8a830d288ffb/restore-2.jpg?fm=jpg&q=80&w=581) 

#### Inbox module

![](https://assets2-proxy.respond.io/ph8r57dk1q9w/6TWrkfXdiE6A41vYsQEON2/e1c399d6b6ffb687ca04f98402a4d333/salesforce-inbox.gif?w=470&fm=avif) 
* Open the **Inbox** and select a contact.
* Select the Salesforce icon.
* Click on the Salesforce property you want to edit and update the information. Your changes sync immediately to Salesforce.

#### Contacts module

![](https://assets2-proxy.respond.io/ph8r57dk1q9w/6HL2jab3odHCzzqryfn89z/3a0e60f97db75e6d06a938d56d69fd33/salesforce-contacts.gif?w=470&fm=avif) 
* Access the **Contacts** module and select a contact.
* Select the Salesforce icon.
* Click on the Salesforce property you want to edit and update the information. Your changes sync immediately to Salesforce.

## Creating Salesforce contacts automatically

Any new contact created in Salesforce will also be automatically created in respond.io, ensuring that your CRM and messaging platform are always in sync. This improves workflow efficiency and helps you respond to new leads faster.

### How to Enable

![](https://assets2-proxy.respond.io/ph8r57dk1q9w/1Kp8wREcBu4BMOxoUhX4Xg/47c75f4f79d986b74235e1ebb1e27265/salesforce-auto.png?fm=jpg&q=80&w=640) 

To set it up:

1. Go to **Workspace Settings** \> **Integrations** \> **Salesforce**.
2. Turn on the **Create Contacts automatically** toggle.

### Optional Settings

Two optional checkboxes appear when the main toggle is enabled:

![](https://assets2-proxy.respond.io/ph8r57dk1q9w/4YyszQgW7WVE9szCYZEraf/17e61c6101d542cbf9d6b37f107c5a48/salesforce-checkbox.png?fm=jpg&q=80&w=640) 

#### Add “Auto-Create: Salesforce” Tag

* Automatically adds a tag “Auto-Create: Salesforce” to Contacts created via this integration.
* This helps identify how the Contact was sourced, but **will not trigger workflows** on respond.io.
* The tag is listed in the **Tags** module and cannot be manually removed or edited.

#### Include Bulk-Imported Contacts

* When checked, Contacts added to Salesforce via **Bulk Import** will also be created on respond.io.
* These Contacts **do not count towards MAC (Monthly Active Contacts)** and **do not trigger workflows** unless a conversation is initiated.

## FAQ and Troubleshooting

### Can I connect multiple Salesforce accounts?

No, each workspace can only connect to **one** Salesforce account.

### Can I edit Salesforce data in respond.io?

No, Salesforce contact fields are **read-only** in respond.io. Edit them directly in Salesforce.

> We currently integrate only with the **Salesforce Contact Object**. The **Lead Object** is not supported.

### Why am I not seeing recent edits from Salesforce in my respond.io workspace?

Contact information is **cached for 1 minute** to limit excessive API requests and reduce the chances of reaching Salesforce’s API rate limit.

During that minute, any direct edits to a Contact in Salesforce will **not** immediately appear in respond.io. After 1 minute, you can refresh the page to display the latest information.

### Why can’t I view my Salesforce contact fields in respond.io?

If you can’t view your Salesforce contact fields in our Inbox or Contacts module, check that their email or phone number in **respond.io** exactly match those in Salesforce. **Even minor differences, such as spaces or special characters, can prevent fields from being displayed.**

For example, if a phone number is stored as **“12 3”** in Salesforce but as **“123”** in respond.io, that Contact’s information won’t be displayed in respond.io. To fix this, update the contact property in Salesforce to match the format used in respond.io.

### Is the Salesforce integration supported on all pricing plans?

Yes, the integration is available for all our pricing plans during the Beta period. Access may be limited to certain/higher plans once Beta ends.

### What happens if I update a contact’s email or phone number in Salesforce?

* If a **match is found**, the contact’s properties will be displayed.
* If **no match is found**, ensure that the email or phone number in respond.io exactly matches Salesforce.

### What happens if a contact is missing from respond.io?

* Ensure the **email or phone number** exists in Salesforce.
* Changes in Salesforce may take a **few minutes** to reflect in respond.io due to caching.

### Why am I seeing a ‘Salesforce API access required’ error?

* Your Salesforce account **must have API access** to use the integration.
* Contact your **Salesforce admin** to enable API permissions.

### Can I connect multiple workspaces to the same Salesforce account?

Yes, multiple **respond.io workspaces** can connect to the same Salesforce account.

### What happens if I disconnect Salesforce?

* Your **workspace will lose access** to Salesforce contact fields.
* You can **reconnect anytime** by following the installation steps.

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