Warmly integrates seamlessly with Salesforce, enabling you to track engagement, enrich records, and sync critical user and activity data. To maintain a smooth connection and avoid errors, the Salesforce user connecting to Warmly must have specific permissions. This guide will help you set up a secure, reliable integration and make the most of Warmly with your Salesforce data.

In this guide, you’ll learn:

• Which Salesforce permissions Warmly requires

• Why each permission is needed

• Recommended setup options for integration

• How to proceed if you have limited access

• How to manually create Warmly custom fields in Salesforce

Why Permissions Matter

Warmly reads from and writes data back to Salesforce. If the Salesforce user connecting to Warmly lacks certain permissions, especially around metadata and object access, you may encounter permission errors during setup or sync.

These permissions allow Warmly to:

• Create and update custom fields

• Write enrichment and engagement data

• Sync users and object fields for routing and segmentation

• Log activities like chat transcripts

Warmly requires the following profile-level permissions on the connecting Salesforce user:

1. Administrative permissions

Enable the following system permissions:

* View All Users is required if View All Data is not enabled.

Note: Warmly may show permission warnings if "View All Data" is disabled. This is expected if Standard Object Permissions are configured correctly and "View All Users" is enabled.

2. Standard Object Permissions:

For Accounts, Contacts, Leads, Opportunities, and Campaigns, enable the following permissions:

• Read

• Create

• Edit

• View All

• Modify All

• View All Fields

Recommended Implementation Strategy

✅ Best Practice: Dedicated Salesforce Profile for Warmly

Creating a dedicated integration profile gives you full control and minimizes security risk. This is particularly important when integration credentials expire. Credential expiration typically occurs if:

• The Salesforce user who originally connected Warmly no longer exists in Salesforce, or

• That user no longer has the required permissions to maintain the integration.

By using a dedicated integration user with its own profile, you prevent disruptions and ensure a stable connection between Warmly and Salesforce.

Step 1: Create a Custom Profile

1. Go to Setup → Profiles

2. Click New Profile

3. Name it: Warmly Integration User

4. Click Save

Step 2: Configure Administrative Permissions

Enable all permissions listed in the Administrative Permissions section above.

Step 3: Configure Standard Object Permissions

Apply the required object permissions for Accounts, Contacts, Leads, Opportunities, and Campaigns.

Step 4: Create the Integration User

• Create or designate a Salesforce user

• Assign the Warmly Integration User profile

• Use this user to connect Salesforce to Warmly

Proceeding With Limited Permissions

If your organization cannot grant all the required permissions:

1. In Warmly, go to Settings → Salesforce

2. Select “Continue with limited functionality”

Warmly will flag any missing permissions but will still allow functionality based on the access currently available. You can then work with your Warmly CSM to test the integration and enable additional permissions in Salesforce as needed.

Manually Creating Warmly Custom Fields in Salesforce

If you prefer not to allow Warmly to create custom fields automatically, or if a required field is missing, you can create them manually in your CRM.

Please see the sections below for a complete breakdown of Warmly custom field labels, API names, and data types required when manually creating these fields in Salesforce.

Configuring Multi-Select Picklist Fields

The LOVs (List of Values) for those fields do not need to be predefined. The values are automatically created by Warmly through the Salesforce API as data is written to those fields.

For the multi-select fields, please ensure:

• “Restrict picklist to the values defined in the value set” is unchecked.

• “Always require a value in this field in order to save a record” is unchecked.

Once those settings are configured, the values will populate automatically as Warmly syncs data.