This document provides the comprehensive list of permissions necessary for Drift's Salesforce Integration to work properly. This is a common reason why the integration will fail to connect and/or sync. We'll also walk you through how to update these permissions in your Salesforce instance.

Billing Plan: 

The Salesforce integration is available on any paid Drift plan, starting with Premium.
 

In this Article we'll go over:

 

• Identifying the Drift Connected Salesforce User
• Required Salesforce System Permissions
• Required Salesforce Field Permissions
• How to Edit User Permissions in Salesforce Classic
• Editing Field Permissions in Salesforce Classic - Enhanced Profile User Interface
• Editing Field Permissions in Salesforce Classic - Original Profile User Interface
• Editing Permissions in Salesforce Lightning
• Editing Permissions in Salesforce Lightning - Enhanced Profile User Interface
• Editing Field Permissions in Salesforce Lightning - Original Profile User Interface
• Systems Permissions
• FAQ

 

Identifying the Drift Connected Salesforce User

First, you'll want to identify the Salesforce User you used to connect Drift and Salesforce on the Drift integration settings.  To do this:

1. Go to Settings
2. Click Integrations
3. Select Salesforce
4. Navigate to the the Connections tab to see the Salesforce user name and email address of the Salesforce user.  This is the User whose Field Permissions we'll need to update. 

Click the Validate user permissions button to have Drift run a check on the permissions for the connected Salesforce user. If all the correct permissions are granted, you will see a green check next to the Validate user permissions button as well as when the permissions were last checked.

Click on the "Last checked on" text to see a list of the required permissions and if they are enabled for the connected user or not.

A red warning message will show if the connected user is missing any required Salesforce permissions. Click View all to see a list of all the required permissions as well as which permissions are missing.


If you are missing the permissions needed to run the user permission validation check, you will see a yellow warning appear. Click the view all button to see what specific permissions may be missing.

Required Salesforce System Permissions

The API user's profile must have API Enabled, Edit Events, Edit Tasks, and View All Data system permissions enabled.

Permission	Purpose
API Enabled	Allows Drift to access Salesforce resources via API.
Edit Events	Allows Drift to create Events for Booked Meetings on a Lead or Contact’s activity timeline.
Edit Tasks	Allows Drift to create Tasks for Conversations on a Lead or Contact’s activity timeline.
View All Data	Allows Drift to display Salesforce fields within Drift in order to map attributes from between the two systems. Custom Salesforce fields cannot be viewed in the Salesforce details bar within the Drift conversation view without this permission enabled.

If you are connecting to Drift using a Salesforce integration user license then the system permissions for the API Integration User Access permission set needs to have access to

• Edit events (create, edit and delete events)
• Edit tasks (create, edit and delete tasks) permissions (pictured below)
• Access activities (access tasks, events, calendar and email)

*If you are unable to edit this permission in the API Integration User Access permission set you will need to create a separate permission set to enable this permission and assign it to the corresponding profile.

Required Salesforce Field Permissions

The table below identifies the Salesforce field permissions required for the Drift Connected Salesforce User Profile for Drift to function correctly.
 

Salesforce Object	Object Permissions	Field Permissions	Field Name
Accounts	Read, View All	Read	Account Name
		Read	Type
		Read	Website
Campaigns	Read, View All	Read	Campaign Name
Cases	Read, Create, Edit, View All	Read, Edit	Account Name
		Read, Edit	Case Origin
		Read, Edit	Contact Name
		Read, Edit	Description
		Read, Edit	Subject
Contacts	Read, Create, Edit, View All	Read, Edit	Account Name
		Read, Edit	Email
		Read, Edit	Lead Source
		Read, Edit	Mailing Address
		Read, Edit	Name
Events	N/A	Read, Edit	Assigned To
		Read	Created By
		Read	Last Modified By
		Read, Edit	Name
		Read, Edit	Related To
		Read, Edit	Type
Leads	Read, Create, Edit, View All	Read, Edit	Address
		Read, Edit	Email
		Read, Edit	Lead Source
		Read, Edit	Name
Opportunities	Read, View All	Read	Account Name
		Read	Amount
		Read	Primary Campaign Source
		Read	Type
Tasks	N/A	Read, Edit	Assigned To
		Read, Edit	Comments
		Read, Edit	Due Date
		Read, Edit	Name
		Read, Edit	Related To
		Read, Edit	Type

Continue reading for step-by-step instructions on editing Field Permissions for a User's Profile in Salesforce Lightning and Classic.

How to Edit User Permissions in Salesforce Classic

1. Click the Settings gear in the top right corner and click Setup.


2. Select Users from the dropdown that opens when you click Manage Users and select the Profile associated with the Drift Connected Salesforce User. In this example, System Administrator.

3. If you have the Enhanced Profile User Interface Enabled, continue to the next section, otherwise, skip to Editing Field Permissions in Salesforce Classic - Original Profile User Interface.
 

Note: If you are not sure which interface is enabled, navigate to Manage Users > User Management Settings > Enhanced Profile User Interface.

 

Editing Field Permissions in Salesforce Classic - Enhanced Profile User Interface

1. On the Profile page, click on Object Settings.

 

2. Select the Object to update its field permissions. In this example, we want to update the Account field permissions.

Note: See Required Salesforce Field Permissions section above for full list of Objects and Fields


3. Click on Edit to begin updating the field permissions.


4. Once you've updated all the required field permissions for an object, click save, and redo the steps for the next object until all required fields have been updated.

Check the full list at the top of this doc and make sure you grant read and edit access to all the necessary object fields.

Once all Object Permissions are updated, you need to enable the setting that will ensure that you can see your Salesforce fields within Drift. Jump down to the Systems Permission section of this doc for those instructions.

That's it - You have successfully completed the permissions process!

 

Editing Field Permissions in Salesforce Classic - Original Profile User Interface

To enable field permissions in Salesforce Classic:

1. On the Profile page, scroll down to Field Level Security.

2. Select the Object you need to give Drift access to, and click on [ View ]. In this example, we want to view the Account field permissions.

Note: See Required Salesforce Field Permissions section above for full list of Objects and Fields


3. Click Edit to update the Read and Edit Access for each required field, then click save.


4. Click save, and redo the steps for the next object until all required fields have been updated. 

 

Check the full list at the top of this doc and make sure you grant read and edit access to all the necessary object fields.

Once all Object Permissions are updated, you need to enable the setting that will ensure that you can see your Salesforce fields within Drift. Jump down to the Systems Permission section of this doc for those instructions.

That's it - You've successfully completed the permissions process!
 

Editing Permissions in Salesforce Lightning

1. Click the Settings gear in the top right corner and click Setup.

 

2. Under Administration on the left pane, expand the list under Users.

3. Click on Users at the end of the expanded list.

4. Select the Profile associated with the Drift Connected Salesforce User. In this example, System Administrator.

 

If you have the Enhanced Profile User Interface Enabled, continue to the next section, otherwise, skip to Editing Field Permissions in Salesforce Classic - Original Profile User Interface.

If you are not sure which interface is enabled, navigate to:

1. Manage Users
2. User Management Settings
3. Enhanced Profile User Interface

 

Editing Field Permissions in Salesforce Lightning - Enhanced Profile User Interface

1. On the Profile page, click on Object Settings.

 

2. Select the Object to update its field permissions. In this example, we want to update the Account field permissions.

Note: See Required Salesforce Field Permissions section above for full list of Objects and Fields

3. Click on Edit to begin updating the field permissions.


4. Once you've updated all the required field permissions for an object, click save, and redo the steps for the next object until all required fields have been updated.

Check the full list at the top of this doc and make sure you grant read and edit access to all the necessary object fields.

Once all Object Permissions are updated, you need to enable the setting that will ensure that you can see your Salesforce fields within Drift. Jump down to the Systems Permission section of this doc for those instructions.

That's it - You have successfully completed the permissions process!

 

Editing Field Permissions in Salesforce Lightning - Original Profile User Interface

1. On the Profile page, scroll down to Field Level Security

2. select the Object you need to give Drift access to, and click on [ View ]. In this example, we want to view the Account field permissions.

Note: See Required Salesforce Field Permissions section above for full list of Objects and Fields

 

3. Click Edit to update the Read and Edit Access for each required field, then click save.

4. Once you've updated all the required field permissions for an object, click save, and redo the steps for the next object until all required fields have been updated. 

Check the full list at the top of this doc and make sure you grant read and edit access to all the necessary object fields.

Once all Object Permissions are updated, you need to enable the setting that will ensure that you can see your Salesforce fields within Drift. Jump down to the Systems Permission section of this doc for those instructions.

System Permissions

Once all Object Permissions are updated, update your System Permissions. To do this for Enhanced Profile Users:
1. Navigate back to the Profile page and click on System Permissions.

2. On the System Permissions page, scroll down and make sure View All Data is checked.






That's it - You've successfully completed the permissions process!

FAQ

I cannot enable 'view all/modify all' permissions for the Salesforce integration user due to the sensitivity of data in my Salesforce organization. What should I do?

While enabling 'view all/modify all' permissions is generally recommended for optimal integration functionality, we understand that some organizations may have stringent data security policies that restrict such access. In cases where you cannot enable these permissions due to the sensitivity of data in your Salesforce organization, it's important to know that Drift can still function, albeit with some limitations.

Without ‘view all/modify all’ permissions, you may encounter certain caveats or restrictions when interacting with specific objects in Salesforce if any sharing rules are in place that would prevent standard read/edit access from sufficing. However, it is possible for the integration to work under these conditions.

Need Some Extra Help?

Here's a Salesforce video on Salesforce Field Level Security that further explains Field Permissions.