Warmly’s Salesforce integration is designed to do two things well:

• pull critical CRM context into Warmly

• push high-signal buying intent back into Salesforce, without flooding your CRM with noise

This guide explains how the integration works end to end, how data flows in both directions, and how to configure it safely for sales, marketing, and RevOps teams.

In this documentation, we will cover:

1. Connecting Salesforce to Warmly

2. Reading Salesforce data into Warmly

3. Writing Warmly data back to Salesforce

4. Warmly custom fields (Accounts, Leads, Contacts, Opportunities)

5. Syncing chat activity to Salesforce

6. Syncing prospects and companies via Orchestrations (Outbound Agent)

Connecting Salesforce to Warmly

Step 1: Configure Permissions for the Connecting Salesforce User

The Salesforce user completing the integration must have a permission set that includes all required access, which is outlined in this article here.

Warmly uses OAuth for authentication and requires Salesforce API access. Ensure your Salesforce edition supports API usage. (Supporting editions: https://help.salesforce.com/s/articleView?id=000385436&type=1).

Step 2: Connect Salesforce to Warmly

To connect Salesforce:

1. Navigate to Settings → Salesforce Integration in Warmly

2. Click Get Started

3. Sign in to Salesforce and approve the requested permissions

4. You’ll be redirected back to Warmly automatically once authorization is complete

   

Step 3: Install the Warmly Connected App in Salesforce

1. In Salesforce, go to Setup

2. In Quick Find, search for "Connected App"

3. Go to "Connected Apps OAuth Usage"

4. Find the Warmly connected app and click Install

5. Confirm that you want to install the app

Reading Salesforce Data into Warmly

Warmly reads Account, Contact, Lead, and Opportunity data from Salesforce to enrich records in the platform with relevant CRM context. This data powers features like segmentation and lead routing. In addition to standard Salesforce fields, any custom fields you configure in the integration settings can also be synced to Warmly and used as segments under the CRM Company and CRM Contact categories.

Common use cases include:

• Assigning website visitors to the correct account owner

• Identifying current customers vs prospects

• Powering ICP-based segmentation using CRM fields

How Warmly Matches Salesforce Records

In the Warm Dashboards (Warm Accounts and Visitors), Warmly displays the associated Salesforce record information for identified visitors and accounts. It matches these records using the domain and email address identified for the visitor/account.

For example, if Warmly identifies a visitor associated with the domain yourcompany.com and the email [email protected], Warmly will:

• Search for Account records where the domain matches yourcompany.com

• Search for Contact or Lead records where the email matches [email protected]

CRM Data Displayed in Warm Dashboards

If matching records are found, the related Salesforce information will be displayed in the Warm dashboards. For each identified visitor or account, Warmly currently displays the following CRM data in the Warm dashboards:

• Total number of account records with the same domain

• Account, Contact, or Lead owner

• Total number of associated contacts or leads

• Total number of associated opportunities and their stages

• Latest opportunity close date

What Fields Does Warmly Automatically Read from Salesforce?

When you connect Salesforce to Warmly, the following standard CRM fields are automatically synced into the platform:

The field mapping section is a hard-coded Warmly UI page, not dynamically generated from your Salesforce schema. The greyed-out fields are read-only and represent the fields Warmly automatically reads during setup and populates when creating new Leads or Accounts.

The two-arrow icon indicates a two-way sync. This means:

• Warmly automatically tries to read those fields from the CRM.

• Warmly will also try to populate those fields when creating new records in the CRM.

If additional fields need to be synced, they can be added using the “Add Custom Field” button.

Writing Warmly Data Back to Salesforce

When Warmly identifies a company or individual visiting your website, it checks Salesforce to see whether a corresponding record already exists. Based on that evaluation, Warmly either updates an existing record or creates a new one. This process is deterministic, and designed to prevent duplicate records.

Warmly uses clear matching rules to handle deduplication:

Key behaviors to understand

• Warmly never creates new Contacts. All net-new individuals are created as Leads. If your Salesforce already contains Contacts with matching emails, Warmly can update those Contacts, but it will not create a Contact from scratch.

• Warmly never creates new Opportunities. Opportunity records can be configured for updates only, not creation.

• Warmly never overwrites populated standard fields. Standard Salesforce fields are only updated if they are currently empty. For example, if a Lead's Title field is blank and Warmly identifies a job title, it can be updated automatically. If Title already has a value, Warmly leaves it untouched.

Understanding Warmly Custom Fields in Salesforce

In addition to creating or updating records, Warmly writes a set of Warmly custom fields to Salesforce. These fields are automatically created on your Salesforce objects upon integration and they provide important context around engagement and intent, including:

• Website activity (e.g. last seen date, total active time)

• Attribution and engagement metadata

This allows reps to understand why a record is relevant, not just who it is. If you've enabled Warmly to write website visitor data into Salesforce, then the following Warmly custom fields will be updated whenever a lead or account visits your website:

When Warmly Custom Fields Are Updated

Warmly custom fields are updated whenever a synced lead, contact, or account visits your website - not just at the point of initial record creation. This means your Salesforce records accumulate engagement history over time, giving reps an increasingly complete picture of buying intent.

Using Warmly Custom Fields in Salesforce

These fields are fully native Salesforce fields once created, which means you can use them anywhere in your Salesforce environment:

• Reports & Dashboards — Build reports filtered by Warmly custom fields to surface high-intent accounts

• Assignment Rules — Route leads based on matched Segments or intent signals

• Workflow Rules & Flows — Trigger Salesforce automations when Warmly fields change (e.g., notify a rep when a target account's intent score spikes)

Configuring Salesforce Custom Fields into Warmly

Warmly can read your Salesforce custom fields into the platform, allowing you to build more precise segmentation and workflows based on the CRM data that matters most to your team.

Warmly will not automatically read your custom CRM fields, so you will need to manually add custom fields one by one that you want Warmly to read.

To make a Salesforce custom field available in Warmly:

1. Go to Settings → Salesforce Integration

2. Select the Salesforce object (Account, Lead, Contact, or Opportunity)

1. Click + Add Custom Field

2. Search & Select the Salesforce custom field

3. (Optional) Set a default value for the custom field

4. Save and re-sync the integration

Mapping values to Custom Fields in Warmly

For Accounts and Leads, Warmly allows you to define a “Value if Warmly creates record” for custom fields.

• This value is written automatically when Warmly creates a new Account or Lead in Salesforce

• If left empty, Warmly will not write any value to that field for newly created records

If you want values to be assigned dynamically rather than using a static default, you can map user-provided values through Chat.

For example:

• A Chat prompt asks a visitor for their email address

• The visitor’s response is captured by Warmly

• When a Lead is created in Salesforce, the email is written directly to the mapped Email field

This approach allows you to populate Salesforce fields using real-time inputs collected during conversations, not just predefined defaults.

Configuring How Warmly Writes to Salesforce

All object-level configuration is managed in Settings → Salesforce, organized by Salesforce object type. For each object, you can control:

• Create: Whether Warmly is allowed to create new records of this type

• Update: Whether Warmly is allowed to update existing records of this type

• Custom Field Mapping: Which custom fields Warmly should read from, what values to write to them

To learn more about how you can configure Warmly to write data to your CRM, see the detailed guide here.

Syncing Chats to Salesforce

Warmly enables your team to sync chats to your Salesforce instance. These toggles are located in Inbound Agent → Chat → Settings:

• Sync chat leads to Salesforce
  Creates/Updates a SFDC Lead for the visitor who engaged with your chat, and adds the full chat transcript as a completed Task.

  

• Add visitor who chatted to a Salesforce Campaign

  All leads that are added to a Salesforce Campaign by Warmly (after their chat session ends) will have the status value of "Responded".

  

  Note: Currently, you can only enroll chat leads to one Salesforce Campaign in Warmly.

Finding Chat Leads in Salesforce

In Salesforce, to identify leads that engaged with your chat:

• Filter on Warmly: Touched = True

• Filter on Warmly: Last Chat Content is not empty

This will show you a list of all prospects who have engaged with your chat.

Syncing Prospects via Orchestrations (Outbound Agent)

Orchestrations let you automatically sync qualified prospects and companies to Salesforce as part of your outbound workflows. This allows Warmly to push high-intent records into your CRM at the right moment, without manual intervention.

To send records to Salesforce from an orchestration:

1. Create or edit an Orchestration

2. Add a Sync to CRM step

3. Choose Salesforce as the CRM

4. Configure record ownership:

   • Assign all created records to a specific Salesforce user, or

   • Apply a lead route that will assign owners dynamically based on the routing rule.

Identifying Records Created by Orchestrations

Leads created or updated via an orchestration can be easily identified in Salesforce using Warmly custom fields:

• Warmly: Prospected

  • Set to True when a Lead is created by an orchestration

• Warmly: Prospector Workflow

  • Contains the name of the orchestration responsible for creating or updating the record

These fields make it easy for teams to understand how and why a record entered Salesforce and which workflow drove the action.

Related Articles

• Understand what Salesforce permissions are required →

• Understand how Warmly writes to your CRM →

• Commonly Asked Questions →

• Preventing Duplicate Data in Your CRM with Warmly →

• Mapping Salesforce IDs in Warmly: Understanding Internal vs User-Friendly Field Values →