Configure a Salesforce connection

Who can use this feature?

A connection is an authentication mechanism to allow Totango to integrate with another system. Each connector has different requirements for connection. You can reuse connections to support multiple integration jobs. 

CRM integrations are a closed system; you cannot reuse CRM connections for other integration families. 

A Salesforce connection requires a dedicated connected app configured in Salesforce and OAuth credentials. The dedicated connected app is the authentication endpoint, and the OAuth user holds the object permissions to your Salesforce instance. 

The Salesforce connector user should have “API Access” enabled and should have full read/write abilities on the objects you want to pull data from. Additionally, Totango Customer Data Hub uses Salesforce REST API v47.0 (/services/data/v47.0) to retrieve the data and update your sync-back attributes. Refer to this article to understand which Salesforce editions are rest compatible.

1. Create a connected app in Salesforce

A connected app is required for an authentication endpoint within Salesforce. The new connected app informs Salesforce of this new authentication entry point and includes the relevant authentication configuration.

  1. Log into Salesforce using an account with administrator access.
  2. Create a new connected app.
    • Lightning view: Open Platform Tools > Apps > App Manager. Click New Connected App.
    • Classic view: Open Build > Create > Apps. Scroll the bottom of the page, under the Connected Apps section, click New.
  3. Configure the connected app settings:
    • Enter the name of your application (Totango Connected App or your choice).
    • The name "TotangoApp" and "TotangoAppSandbox" are saved for the Totango package. Please do not use those names to prevent duplication.
    • Enter the contact email information, as well as any other information appropriate for your application.
    • Select Enable OAuth Settings.
    • Enter this Callback URL:
    • OAuth scopes are permissions given by the user running the connected app. Add these scopes to the Selected OAuth Scopes:
      • Full access (full)
      • Perform requests on your behalf at any time (refresh_token, offline_access).
      • This permission allows the integration to ask for a token refresh without user intervention. Token validation is usually configured to 120 minutes, you can change it per your company standards.
  4. Click Save.
  5. Click Continue.
  6. Note down your Consumer Key and Consumer Secret, which are necessary for the next step of instructions.

It will take 30-45 minutes before your new connected app is propagated through Salesforce infrastructure. The below steps will fail if you have not waited for it. If you experience failure with the below after 1 hour has lapsed, please contact our support team (

2. Retrieve the client id and client secret

  1. Within Salesforce, open the Setup page.
  2. Retrieve the Consumer Key and Consumer Secret. These steps vary, depending on view. 
    • Lightning view: Select Apps > App Manager. Find the connected app, and click View from the right menu.
    • Classic view: Open App Setup and click Create > Apps. Scroll to the Connected Apps section, and click on the connected app.
  3. Copy the Consumer Key and Consumer Secret rom the API (OAuth) section. The Consumer Secret may be protected by a "click to reveal" link.

3. Create a Salesforce connection

After the Salesforce connected app is created, create a Salesforce or Salesforce Aggregation connection in Totango using OAuth. The OAuth user holds the object permissions to your Salesforce. 

We recommend creating a dedicated user for this integration, which has the desired object access permissions (e.g., the user can access Account object but not Contact object). 

  1. In Totango, click Settings from the left nav.
  2. Expand Data Management > Customer Data Hub.
  3. From the list of active connectors (left), choose CRMs.
  4. From the list of available connectors, hover over Salesforce or Salesforce Aggregation, and click Connect (or View Integrations).
  5. Enter a name and description for the connection (e.g., Acme Salesforce Production). Because you can have multiple connections with a connector (using different authentication profiles), a name and description helps you identify the connection later.
  6. Add the Consumer Key and Consumer Secret from the previous steps.
  7. Choose Production or Sandbox.
  8. Click Connect.
  9. Enter your Salesforce credentials when prompted, unless you are already connected in a different tab of the browser (e.g., the OAuth configuration will take the credentials stored in your active browser session).

You can now schedule a Salesforce integration job using the connection.


Question: Will the configured Salesforce integration jobs in Totango get impacted if there is a transition from Salesforce Classic to Salesforce Lightning (no change to backend code in SFDC)?

Answer: No, there will be no impact to the existing jobs.

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