Orivio’s Salesforce CRM integration lets you link contacts between Orivio and Salesforce, enriching your chat experience with up-to-date customer details. This article explains how to connect, what syncs, and how to resolve common issues.When a message comes in, Orivio looks that person up in Salesforce by email or phone. If there's a match, the two records are linked and Orivio fills in their name, job title and phone from Salesforce.
Before You Start
Make sure you meet these requirements before connecting Orivio to Salesforce:
Only an Orivio admin can set up the integration.
You can connect one CRM per organisation: Salesforce or HubSpot, not both.
No API keys are needed — you’ll sign in to Salesforce directly.
Your Salesforce user must have API Enabled and read/write access on Contacts.
Important: Your Salesforce password is never stored. Orivio encrypts all access tokens.
Connecting Orivio to Salesforce
Follow these steps to connect your Orivio account to Salesforce:
Go to Settings → Integrations → Salesforce → Connect.
Sign in to your Salesforce account.
When the "Allow Access?" screen appears with an orange Security Warning, this is normal. Salesforce shows this for every external app — it does not mean Orivio is untrusted.
Click Allow. You’ll return to Orivio, now connected.
If You’re Not a Salesforce Admin
Salesforce blocks apps that an administrator hasn't installed. System Administrators can connect straight away; everyone else sees an error until a Salesforce System Administrator approves Orivio once, either way
Go to Setup → Connected Apps OAuth Usage → find Orivio → Install (approves it for everyone), or
Grant the user the Approve Uninstalled Connected Apps permission.
Note: This is a Salesforce security rule for all third-party apps, not something Orivio controls.
Using the CRM Card in Live Chat
When you’re in a live chat, you’ll see a CRM (Salesforce) card in the right sidebar (collapsed by default):
If the contact exists in Salesforce, you’ll see their details and an Open in Salesforce link.
If the contact isn't in Salesforce, you'll see an Add to Salesforce button, which creates them in Salesforce and links the two records.
The CRM card only appears in live chats — not in email conversations or on the contact page.
How Syncing Works
Once a contact is linked, Orivio and Salesforce sync these five fields both ways:
First name
Last name
Email
Phone (primary only)
Job title
Company is read from Salesforce but never written back, since it’s a separate Account record in Salesforce. Editing company in Orivio does not update Salesforce.
Sync rules:
The newest change wins.
A blank value never overwrites an existing value.
Only already-linked contacts sync. To start syncing, add the contact to Salesforce using the button.
Sync timing:
Orivio → Salesforce: in seconds.
Salesforce → Orivio: up to 5 minutes (checked on a schedule).
Not synced:
Company (outbound)
Notes, tags, opportunities, cases
Any non-primary email or phone
Troubleshooting
If you run into issues, check these common solutions:
Connection fails and you’re not a Salesforce admin: See the admin approval steps above.
"Add to Salesforce" does nothing: The contact likely has no email. Add one and try again.
Phone missing: Only the primary phone number syncs.
Change not showing: Make sure it’s one of the five synced fields, not blank, and allow up to 5 minutes.
Stopped working after a sandbox refresh: Disconnect and reconnect the integration.
Instagram and Messenger contacts can’t be matched: Matching requires an email or phone.
Disconnecting Salesforce
To disconnect Salesforce from Orivio:
Go to Settings → Integrations and click Disconnect on the Salesforce card.
Syncing stops immediately. Records remain in both systems.
You can now connect a different CRM if needed.
Tip: Disconnecting does not delete any contacts or data from either system.
For further help, contact your Orivio administrator or reach out to Orivio Support.