> ## Documentation Index
> Fetch the complete documentation index at: https://unify-19-preview.mintlify.site/llms.txt
> Use this file to discover all available pages before exploring further.

# Connection preferences

> Set the accounts used for chat and syncs.

export const PlanAvailability = ({plans}) => <aside aria-label="Plan availability" className="not-prose my-6 flex items-start gap-3 rounded-xl border border-zinc-200 bg-zinc-50 px-4 py-3 text-sm leading-6 text-zinc-700 dark:border-zinc-700 dark:bg-white/5 dark:text-zinc-300">
    <svg aria-hidden="true" width="18" height="18" viewBox="0 0 24 24" fill="none" stroke="currentColor" strokeWidth="1.5" strokeLinecap="round" strokeLinejoin="round" className="mt-1 shrink-0">
      <path d="m12 3 9 5-9 5-9-5 9-5Z" />
      <path d="m3 12 9 5 9-5M3 16l9 5 9-5" />
    </svg>
    <span>Available only on {plans} plans.</span>
  </aside>;

export const ThemedImageFrame = ({lightSrc, darkSrc, alt, caption}) => <Frame caption={caption}>
    <img className="block w-full dark:hidden" src={lightSrc} alt={(alt ?? caption) ?? ""} />
    <img className="hidden w-full dark:block" src={darkSrc} alt={(alt ?? caption) ?? ""} />
  </Frame>;

export const CrmConnectionPreferences = () => <>
    <table>
      <thead>
        <tr>
          <th>Option</th>
          <th>Behavior</th>
        </tr>
      </thead>
      <tbody>
        <tr>
          <td><strong>Prefer user, fall back on workspace</strong></td>
          <td>Use the personal connection first, with workspace fallback when it is unavailable.</td>
        </tr>
        <tr>
          <td><strong>Workspace connection only</strong></td>
          <td>Use the workspace connection.</td>
        </tr>
        <tr>
          <td><strong>User connections only</strong></td>
          <td>Require the user's personal connection, with no workspace fallback.</td>
        </tr>
      </tbody>
    </table>
  </>;

export const CrmEventConnections = () => <table>
    <thead><tr><th>Action</th><th>User whose connection is considered</th></tr></thead>
    <tbody>
      <tr><td>Sequence email sent</td><td>Sequence owner</td></tr>
      <tr><td>Manual or reply-task email sent</td><td>Task creator</td></tr>
      <tr><td>Task created, completed, or skipped</td><td>Task creator</td></tr>
      <tr><td>Email opened, clicked, or opted out</td><td>Mailbox owner</td></tr>
      <tr><td>Reply received</td><td>Sequence owner for sequence replies; original task creator for task replies</td></tr>
      <tr><td>Call outcome logged</td><td>User who made or received the call</td></tr>
      <tr><td>Person enrolled in a sequence</td><td>Enrolling user, or the sequence owner when no enrolling user is recorded</td></tr>
      <tr><td>Company or person attribute edited manually</td><td>User who made the edit</td></tr>
    </tbody>
  </table>;

## Overview

<PlanAvailability plans="Business" />

Unify can access Salesforce through a shared workspace connection or each user's
personal connection. Connection preferences let you choose which account is used
for chat and automatic sync rules.

## When to require user connections

Require user connections when chat or automatic sync rules should run as
individual reps. This lets Salesforce apply each rep's permissions and identify
who performed the write. Common uses include:

* Limiting opportunity edits. A rep with read-only access to opportunities can
  review them in chat, but Salesforce rejects attempts to change them. Field
  permissions also determine which values a rep can update.
* Applying validation rules. Your shared integration account may be exempt from
  rules that apply to reps, such as requiring information before an opportunity
  changes stage. Using a rep's connection subjects the write to the validation
  rules that apply to that rep.
* Attributing new records to reps. Salesforce records the connected user as the
  creator of a new record, so your team can see which rep created a lead through
  Unify.

In the [setup below](#configure-connection-preferences), select **User connections
only** for chat, automatic sync rules, or both. You can require personal
connections for chat while keeping automatic updates on the workspace
connection.

## Prerequisites

You need a
[workspace Salesforce connection](/reference/integrations/salesforce/overview#setup)
and permission to manage the Salesforce integration in Unify.

## Configure connection preferences

<Steps titleSize="h3">
  <Step title="Open workspace settings">
    Open [Settings → Salesforce](https://app.unifygtm.com/dashboard/settings/integrations/salesforce)
    and click **Workspace settings**.

    If your team will use personal connections, enable **Allow users to set up
    personal Salesforce connections**.
  </Step>

  <Step title="Choose the connections">
    Choose a connection for chat and a connection for automatic sync rules.
    Each setting has three options:

    <CrmConnectionPreferences />
  </Step>

  <Step title="Save your preferences">
    Enable **Allow users to write to Salesforce in chat** if your team should
    create and update records through chat, then click **Save**.

    If you chose personal connections, have each user authorize their account
    using the **User connection** tab in the
    [setup guide](/reference/integrations/salesforce/overview#setup). For automatic
    sync rules, users must connect to the same Salesforce organization as the
    workspace connection.

    <ThemedImageFrame lightSrc="/images/reference/integrations/salesforce/salesforce-user-connection-preferences-light.png" darkSrc="/images/reference/integrations/salesforce/salesforce-user-connection-preferences-dark.png" alt="Salesforce workspace settings with user connections required separately for chat and sync rules." />
  </Step>
</Steps>

## How Unify uses the connections

Chat uses the connection of the person sending the message when your preferences
select a personal connection. For automatic writes, the associated user depends
on the action:

<CrmEventConnections />

The selected connection must belong to the same Salesforce organization as the
workspace connection. With **User connections only**, an automatic write requires
an eligible connection for that user.

Syncs from Salesforce to Unify and Salesforce sync actions in plays use the workspace
connection. Access to data already synced into Unify follows your Unify workspace
permissions.

## Review user connections

Administrators with permission to manage the integration can inspect the team's
connected accounts. Check these identities when requiring personal connections,
particularly if someone reports unexpected CRM access.

<Steps titleSize="h3">
  <Step title="Select a user connection">
    Open [Settings → Salesforce](https://app.unifygtm.com/dashboard/settings/integrations/salesforce).
    Open the connection selector and choose an account under **User connections**.
  </Step>

  <Step title="Check the connected identity">
    Open the connection's three-dot menu and select **Details**. Check the
    connected email and Salesforce organization ID against the account the user
    should be using. If the identity is wrong, have the user choose **Change user**
    and authorize the correct CRM login.

    <ThemedImageFrame lightSrc="/images/reference/integrations/salesforce/salesforce-user-connection-menu-light.png" darkSrc="/images/reference/integrations/salesforce/salesforce-user-connection-menu-dark.png" alt="Salesforce user connection with the menu for changing the user, viewing details, or disconnecting." />
  </Step>
</Steps>

## Troubleshooting

<AccordionGroup>
  <Accordion title="Can I convert a personal connection into a workspace connection?">
    If your workspace has no Salesforce workspace connection, an integration
    administrator can select a personal connection, open its three-dot menu,
    and choose **Convert to workspace connection**. Review the confirmation,
    then click **Convert** to make that authorization shared across the workspace.

    Conversion cannot currently be reversed in Unify. Review the connected
    account's access before sharing it with the team, then follow the
    [workspace setup guide](/reference/integrations/salesforce/overview#setup)
    to configure mappings and syncs.
  </Accordion>

  <Accordion title="What if a user's connection is missing or expired?">
    With **User connections only**, the user must connect or reauthorize their
    account before continuing.

    With **Prefer user, fall back on workspace**, chat uses the workspace
    connection if the user hasn't connected an account. If their personal
    connection needs reauthorization, chat can use a workspace connection for
    the same Salesforce organization.
  </Accordion>
</AccordionGroup>


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