> For clean Markdown of any page, append .md to the page URL. > For a complete documentation index, see https://docs.ada.cx/llms.txt. > For AI client integration (Claude Code, Cursor, etc.), connect to the MCP server at https://docs.ada.cx/_mcp/server. # Salesforce SMTP Connector ## Overview The Salesforce SMTP Connector hands off [Email](/docs/channels/email) conversations from your AI Agent to Salesforce as Cases. Human agents reply from the Case, and the end user gets the reply from your support email address, in the same email thread. When a [Handoff](/docs/handoffs) runs the **Salesforce Email** block: 1. The AI Agent creates a Case in Salesforce. 2. The AI Agent adds the conversation transcript and the attachments of the end user's latest email to the Case as an email. 3. New emails from the end user go to the Case. The AI Agent does not reply to them. 4. A human agent replies from the Case. Salesforce sends the reply through the SMTP Connector, and the end user gets it from your support email address. > **Note** > > **Switching from the Salesforce block?** The Salesforce SMTP Connector replaces the **Create Case** action of the [Salesforce block](/docs/channels/email/email-configuration/email-handoffs#salesforce) for Email Handoffs. With the connector, human agents reply from the same address as the AI Agent, and the reply stays in the end user's email thread. You no longer need a separate reply address for human agents. ## Limitations The connector has these constraints: * **Email only.** The **Salesforce Email** block works on the Email channel only. On other channels, the AI Agent sends the **Error fallback** response. * **One Salesforce org per AI Agent.** All Email inboxes on the AI Agent use the same Salesforce connection. You cannot connect a different Salesforce org to each inbox. One Salesforce org can connect to more than one AI Agent. See [Connect more than one AI Agent](#connect-more-than-one-ai-agent). * **Other AI Agents must be in the same region.** One AI Agent can relay agent replies for up to 20 other AI Agents in its region. * **The Handoff ends when the conversation closes.** A conversation closes after 72 hours with no new email in the thread. Closing the Case in Salesforce does not end the [Handoff](/docs/handoffs). After the conversation closes, a new email from the end user starts a new conversation with the AI Agent. * **Human agents must reply from the Organization-Wide Address that matches the BYOD address of an Ada Email inbox.** A reply from any other address does not go through the connector. * **Cases that the AI Agent did not create.** A human agent can email an end user from such a Case. The end user's reply goes to the Case for 14 days after the first email in the thread. After 14 days, the reply goes to the AI Agent as a new conversation. See [Replies on Cases that the AI Agent did not create](#replies-on-cases-that-the-ai-agent-did-not-create). ## Use cases Use the Salesforce SMTP Connector when: * Your human agents work Email escalations as Salesforce Cases. * You want human agents and the AI Agent to use the same support email address. * You want escalated conversations to stay in one email thread for the end user. * You have more than one AI Agent or support address, and you want all of them to hand off to one Salesforce org. ## Capabilities & configuration The connector gives your Email [Handoffs](/docs/handoffs) these capabilities: * **Case creation.** Each Handoff creates one Case. The Case **Subject** is the email subject, and **Case Origin** is `Email`. * **Transcript and attachments.** The Case gets the conversation transcript and the attachments of the end user's latest email as an email in the Case feed. If a file cannot be attached, the Case gets a comment that lists it. * **Contact linking.** The AI Agent links the Case to an existing Contact with the same email address. It does not create Contacts. If no Contact matches, the Case gets the end user's name and email in the **Web Name** and **Web Email** fields. * **Case field mapping.** In the **Salesforce Email** block, you can set Case fields from fixed values or from variables. * **Reply sync.** End user replies go to the Case as new emails. During a Handoff, replies from CC'd participants also go to the Case, whatever the reply-all behavior of the inbox is. * **Agent replies in Ada.** Human agent replies appear in the conversation in Ada, so transcripts and reports include them. Each reply shows the name of the Salesforce user who sent it, and Ada counts each user as a separate human agent in reports. If the AI Agent cannot read the Salesforce user, the reply shows the display name of the Organization-Wide Address. * **Many inboxes and AI Agents.** Each Email inbox has its own **Salesforce SMTP Connector** toggle. One Email Relay in Salesforce can send agent replies for more than one AI Agent. See [Connect more than one inbox](#connect-more-than-one-inbox) and [Connect more than one AI Agent](#connect-more-than-one-ai-agent). ### Replies on Cases that the AI Agent did not create A human agent can email an end user from any Case, for example a Case from Email-to-Case or a Case that an agent created. The email goes through the connector when the agent sends it from the Organization-Wide Address for your support address. Salesforce marks the email with the Case. When the end user replies, the AI Agent adds the reply to that Case as an incoming email. The AI Agent does not start a conversation and does not answer the end user. The reply goes to the Case only when all of these are true: * The human agent sent the email from the Case in Salesforce. An email from a mail client outside Salesforce is not linked to a Case. * The end user replied to that email. A new email that is not a reply goes to the AI Agent. * The end user replied within 14 days of the first email in the thread. A later reply goes to the AI Agent as a new conversation. A later email from the Case does not extend the 14 days if it replies in the same thread. * The email thread has no conversation with the AI Agent. A reply in a thread that the AI Agent handed off goes through the [Handoff](/docs/handoffs). If Salesforce is not available, the reply is tried again for up to 72 hours. If Salesforce does not accept the reply, for example because the Case was deleted, the reply goes to the AI Agent as a new conversation. ## Quick start Complete these steps to set up the connector for one AI Agent. See [Implementation & usage](#implementation--usage) for the detailed steps. > **Warning** > > Before you start, make sure that your setup meets the [prerequisites](#prerequisites). #### Create the Salesforce app In Salesforce, create an integration user, a permission set, and an External Client App. Copy the **Consumer Key** and **Consumer Secret**. #### Connect Ada to Salesforce In Ada, go to **Config > CHANNELS > Email**, select your inbox, and click **Configure connection** in the **Salesforce SMTP Connector** section. Enter the Salesforce credentials, generate a password, and copy the Ada credentials. #### Set up Salesforce email In Salesforce, turn on Email-to-Case, verify your email domain, and add your support address as an Organization-Wide Address. Then add an Email Relay and an Email Domain Filter with the Ada credentials. #### Add the block to your Handoff In Ada, add the **Salesforce Email** block to your Email [Handoff](/docs/handoffs). #### Optional: Add more inboxes and AI Agents Enable the toggle for each other inbox. Add each other AI Agent to the **Other AI Agents** list of the primary AI Agent. ## Implementation & usage Follow these steps in order. Some steps need values from an earlier step. ### Prerequisites Before you start, make sure that: * Your AI Agent has an Email inbox on your own domain. For more information, see [Bring your own domain](/docs/channels/email/email-configuration/byo-domain). * Your Salesforce org has API access. Enterprise, Performance, Unlimited, and Developer editions include it. Professional edition needs the API add-on. * The person who configures Salesforce can change the **Setup** settings in this guide. If you are not sure which permissions this needs, use a user with the **System Administrator** profile. * You can add a DNS TXT record to the domain of your support email address. You also need your Salesforce **My Domain URL**. In Salesforce **Setup**, go to **My Domain** and copy the **Current My Domain URL**. It looks like `https://yourcompany.my.salesforce.com`. > **Note** > > **Switching from the Salesforce block?** The connector does not use your existing Salesforce connection under **Config > Apps**. Create the new integration user and External Client App below. Your existing connection keeps working for other blocks. ### Step 1: Create the integration user The AI Agent makes all Salesforce changes as this user. A dedicated user shows clearly which Cases come from the AI Agent. **To create the integration user:** 1. In Salesforce **Setup**, go to **Users** and click **New User**. 2. Enter these values: | Field | Value | | ----------------------------- | ------------------------------------------------------------------------------------------------------------------------------------------------------------ | | **First Name**, **Last Name** | For example, `Ada` and `Integration` | | **Email** | A shared team address, for example `salesforce-admins@yourcompany.com`. A personal address can be used, but the integration user is then tied to that email. | | **Username** | A unique value in email format, for example `ada.integration@yourcompany.com` | | **User License** | `Salesforce Integration` | | **Profile** | `Minimum Access - API Only Integrations` | 3. Clear the **Generate new password and notify user immediately** check box. This user never logs in. 4. Click **Save**. 5. On the new user, in **Permission Set License Assignments**, click **Edit**, select **Salesforce API Integration**, and click **Save**. > **Warning** > > Use Permission Set **License** Assignments, not Permission Set Assignments. You assign the permission set in the next step. > **Note** > > If your Salesforce org does not have these licenses or this profile, select the most suitable equivalent. ### Step 2: Create the permission set The permission set gives the integration user access to Cases and Contacts only. **To create the permission set:** 1. In **Setup**, go to **Permission Sets** and click **New**. 2. Enter a label, like `Ada SMTP Handoff`. 3. Set **License** to `Salesforce API Integration`. If the user has a `Salesforce` license, select `--None--`. You cannot change this value later. 4. Click **Save**. 5. In **Object Settings**, set these permissions: | Object | Object permissions | Field permissions | | ------------ | ------------------------------ | ------------------------------------------------------------------------------------------------------------ | | **Cases** | **Read**, **Create**, **Edit** | **Edit** on **Subject**, **Description**, **Contact Name**, **Web Email**, **Web Name**, and **Case Origin** | | **Contacts** | **Read**, **View All Records** | **Read** on **Email** | Salesforce sharing can hide Contacts from the integration user. A Contact with no Account is visible only to its owner. Without **View All Records**, the AI Agent cannot find these Contacts, and the Case is not linked to them. Field permissions still apply, so the integration user can read only the **Email** field on Contacts. 6. If your Cases use record types, select the record type for email Cases in **Case: Record Type Assignments**. 7. Click **Manage Assignments**, click **Add Assignment**, and assign the permission set to the integration user. > **Tip** > > To set more Case fields from Ada, give the integration user **Edit** access to those fields. Only fields with **Edit** access appear in the **Salesforce Email** block. ### Step 3: Create the External Client App The External Client App gives the AI Agent its Salesforce credentials. **To create the External Client App:** 1. In **Setup**, go to **External Client App Manager** and click **New External Client App**. 2. Enter a name, like `Ada SMTP Handoff`, and the shared team address from [Step 1](#step-1-create-the-integration-user) as the contact email. Set **Distribution State** to `Local`. 3. Select the **Enable OAuth** check box, and enter a dummy URL, like `http://localhost/callback`, as the **Callback URL**. Ada does not use this URL, but Salesforce requires it. 4. Add the OAuth scope **Manage user data via APIs (api)**. 5. Select the **Enable Client Credentials Flow** check box, and click **Create**. 6. Open the **Policies** tab and click **Edit**. 7. Under **OAuth Policies**, in **OAuth Flows and External Client App Enhancements**, select the **Enable Client Credentials Flow** check box. In **Run As (Username)**, enter the username of the integration user, for example `ada.integration@yourcompany.com`. Click **Save**. ![Run As username in the External Client App OAuth policies](/_fern-files/_img/a2526c110e07753345a7ae6f07faafd0b166c79b54c3ba80544912fbbcadaf60.webp) **To copy the Consumer Key and Consumer Secret:** 1. Open the **Settings** tab of the app. 2. Under **OAuth Settings**, click **Consumer Key and Secret**, and complete the identity check. 3. Copy the **Consumer Key** and **Consumer Secret**. You enter them in Ada in the next step. > **Note** > > If Salesforce shows **Insufficient Privileges**, your admin user needs these permissions from a permission set: **Create, edit, and delete External Client Apps**, **View all External Client Apps**, and **View all External Client Apps, view their settings, and edit their policies**. The **System Administrator** profile does not include them. Assign a permission set with them, log out, and log in again. > **Tip** > > Wait about 5 minutes after you create the app before you continue. Salesforce needs this time to activate it. ### Step 4: Connect Ada to Salesforce In Ada, you enter the Salesforce credentials and get the Ada credentials for the Salesforce Email Relay. **To connect Ada to Salesforce:** 1. On the Ada dashboard, go to **Config > CHANNELS > Email**, and select your inbox. 2. Scroll to the **Salesforce SMTP Connector** section and click **Configure connection**. ![Salesforce SMTP Connector section on the Email inbox page](/_fern-files/_img/babf3b6abc417c276bd9b16da461ca46e894263bb5ec0ffade03af46b701db17.webp) 3. Under **Salesforce credentials**, enter your My Domain URL as the **Instance URL**. Then enter the **Consumer key** and **Consumer secret**. 4. Under **Ada credentials**, click **Generate a Password**. Copy the password and store it in a safe place. 5. Copy the **Outbound hostname**, **SMTP port**, and **Username of this account**. The username has the format `.`, for example `yourcompany.ada.support`. You need these values and the password in [Step 6](#step-6-add-the-email-relay). 6. Click **Save**. ![Set up SMTP connector for Salesforce dialog](/_fern-files/_img/d86422cc5f51ab5e6c927c1f1ce69a703ed7fefb8dd3c0c847948b8de6c7574e.webp) When you click **Save**, Ada checks the credentials, the integration user's access to Cases, and, if you changed the **Other AI Agents** list, the password of each AI Agent in it. If the check passes, the **Salesforce SMTP Connector** toggle is enabled for this inbox. If it fails, the error message tells you what to fix. > **Warning** > > Ada shows the password one time only. To get a new password, regenerate it. See [Regenerating the Ada password](#regenerating-the-ada-password). > **Note** > > The connector is enabled on this inbox only. To use it on other Email inboxes, enable the **Salesforce SMTP Connector** toggle on each inbox page. See [Connect more than one inbox](#connect-more-than-one-inbox). ### Step 5: Set up Case email in Salesforce Salesforce needs Email-to-Case and the Case feed to show the emails that the AI Agent adds to a Case. **To set up Case email:** 1. In **Setup**, go to **Email-to-Case**. Select **Enable Email-to-Case** and click **Save**. You do not need a routing address. Salesforce does not let you turn off Email-to-Case after you turn it on. 2. On the same page, clear the **Insert Thread ID in the Email Subject** and **Insert Thread ID in the Email Body** check boxes. The thread ID changes the subject of agent replies, and that can split the email thread in some email clients. 3. Go to **Support Settings** and click **Edit**. Select **Enable Case Feed Actions and Feed Items** and click **Save**. If this check box is not there, turn on feed tracking for Case in **Feed Tracking** first. ### Step 6: Add the Email Relay Agent replies leave Salesforce through an Email Relay to Ada. Ada then sends them to the end user from your support email address. **To let Salesforce send email:** 1. In **Setup**, go to **Deliverability**, set **Access level** to **All email**, and click **Save**. **To verify your email domain:** 1. In **Setup**, go to **Authorized Email Domains** and click **Add**. 2. Enter the domain of your support email address, for example `yourcompany.com`, and click **Save**. 3. Add the verification key that Salesforce shows as a DNS TXT record on your domain. 4. Open the domain and verify ownership. Wait for the **Verified** status. > **Warning** > > If the domain is not verified, Salesforce sends agent replies from a Salesforce address and not through Ada. The end user then gets the reply from the wrong address. **To add the Organization-Wide Address:** 1. In **Setup**, go to **Organization-Wide Addresses** and click **Add**. 2. Enter a **Display Name**. End users see this name on every agent reply, so use the name of your support team. 3. Enter your support email address. This is the same address as your Ada Email inbox. 4. Select **Allow All Profiles to Use this From Address** and click **Save**. 5. Click the link in the verification email from Salesforce. > **Note** > > Salesforce sends the verification email to your support address, and your AI Agent gets it. To find the link, look for the email in **Conversations** in Ada. You can also add your own inbox as a second forwarding address before you click **Save**. Remove it after you verify the address. **To add the Email Relay:** 1. In **Setup**, go to **Email Relays** and click **Create Email Relay**. 2. Enter the Ada credentials from [Step 4](#step-4-connect-ada-to-salesforce): | Salesforce field | Value | | ---------------------------------- | ------------------------------------------------------------------- | | **Host** | **Outbound hostname** | | **Port** | **SMTP port** | | **TLS Setting** | **Required Verify** | | **Enable SMTP Auth** | Selected | | **Auth Type** | **Auth Plain** | | **Username** | **Username of this account**, for example `yourcompany.ada.support` | | **Password**, **Confirm Password** | The password you generated | 3. Click **Save**. ![Email Relay settings in Salesforce](/_fern-files/_img/d13dce5e883eb8b6aa2021de38486183b9ac32221eccddbe2cbac72dd5aef041.webp) **To add the Email Domain Filter:** 1. In **Setup**, go to **Email Domain Filters** and click **Create**. 2. Set **Sender Domain** to the domain of your support email address. Set **Recipient Domain** to `*`. 3. Select the Email Relay you created, select **Active**, and click **Save**. The filter sends only email from your support domain through Ada. All other Salesforce email is not changed. ### Step 7: Add the Salesforce Email block to your Handoff The **Salesforce Email** block creates the Case when the [Handoff](/docs/handoffs) runs. **To add the block:** 1. On the Ada dashboard, go to **Config > AI AGENT > Handoffs**, then create or select a Handoff. 2. Set the Handoff availability so it applies only when the channel is Email. 3. In the **Build the Handoff** section, drag the **Salesforce Email** block from the block bar into your Handoff content. 4. Optional: under **Case fields**, map Case fields to fixed values or variables. 5. Click **Save**, and make sure the Handoff is **Active**. ![Salesforce Email block with Case fields and Error fallback](/_fern-files/_img/43de58893ac717144dc50d6949f6f0078aecac92e214259c79d3fd9142df9ee4.webp) If Salesforce requires a Case field that you did not map, the block shows a warning. Map the field, unless Salesforce sets it automatically. If the Case cannot be created, the AI Agent sends the **Error fallback** response. > **Note** > > **Switching from the Salesforce block?** In your Email Handoff, replace the **Fetch Chat Metadata** and **Salesforce** blocks with the **Salesforce Email** block. The new block adds the transcript and attachments to the Case itself. ### Connect more than one inbox One AI Agent can hand off from more than one [Email](/docs/channels/email) inbox to the same Salesforce org. The inboxes can use the same domain or different domains, for example `support@yourcompany.com`, `billing@yourcompany.com`, and `support@help.yourcompany.com`. All inboxes on the AI Agent share one Salesforce connection, one set of Ada credentials, and one Email Relay. Each email domain and each support address needs its own Salesforce settings: | Salesforce setting | How many | | --------------------------------------------------------------------------- | --------------------------------------------------------------------------- | | Salesforce credentials in Ada ([Step 4](#step-4-connect-ada-to-salesforce)) | One for the AI Agent | | Email Relay | One for the AI Agent | | Authorized Email Domain | One for each email domain | | Email Domain Filter | One for each email domain. All filters use the Email Relay of the AI Agent. | | Organization-Wide Address | One for each support address | **To connect another inbox:** 1. In Ada, add the inbox and its support address. For more information, see [Bring your own domain](/docs/channels/email/email-configuration/byo-domain). 2. If the support address uses a new domain, add the domain in **Authorized Email Domains** and verify it, as in [Step 6](#step-6-add-the-email-relay). 3. If the support address uses a new domain, add an Email Domain Filter for that domain. Select the Email Relay that you already created for the AI Agent. 4. Add the support address as an Organization-Wide Address, and click the link in the verification email. The email is visible in an Ada conversation. 5. In Ada, go to **Config > CHANNELS > Email**, select the inbox, and enable the **Salesforce SMTP Connector** toggle. Each inbox has its own **Salesforce SMTP Connector** toggle. For example, if you disable the toggle for `support@yourcompany.com`, Handoffs from `billing@yourcompany.com` continue. When the toggle is disabled for an inbox, the **Salesforce Email** block sends its fallback response. ### Connect more than one AI Agent One Salesforce org can receive [Handoffs](/docs/handoffs) from more than one AI Agent. Connect one AI Agent first, with [Steps 1–7](#step-1-create-the-integration-user). This AI Agent is the primary AI Agent. It owns the only Email Relay. Then add each other AI Agent to the **Other AI Agents** list of the primary AI Agent. The Email Relay logs in as the primary AI Agent. For each agent reply, Ada reads the **From** address and sends the reply as the AI Agent that has that address as an inbox. The reply then appears in the conversation of that AI Agent. | Salesforce setting | How many | | ----------------------------------------------------------------------------------------------------------------------------- | -------------------------------------------------------------------------------------------------------------- | | Integration user, permission set, and External Client App ([Steps 1–3](#step-1-create-the-integration-user)) | One for the org | | Case email ([Step 5](#step-5-set-up-case-email-in-salesforce)) and **Deliverability** ([Step 6](#step-6-add-the-email-relay)) | One for the org | | Salesforce credentials in Ada ([Step 4](#step-4-connect-ada-to-salesforce)) | One for each AI Agent. All AI Agents use the same **Instance URL**, **Consumer key**, and **Consumer secret**. | | Email Relay | One, with the Ada credentials of the primary AI Agent | | Authorized Email Domain | One for each email domain | | Email Domain Filter | One for each email domain. All filters use the Email Relay of the primary AI Agent. | | Organization-Wide Address | One for each support address of each AI Agent | | **Other AI Agents** list | One entry on the primary AI Agent for each other AI Agent | | **Salesforce Email** block ([Step 7](#step-7-add-the-salesforce-email-block-to-your-handoff)) | One in the Email Handoff of each AI Agent | **To connect another AI Agent:** 1. On the other AI Agent, add its Email inboxes and support addresses. For more information, see [Bring your own domain](/docs/channels/email/email-configuration/byo-domain). 2. On the other AI Agent, complete [Step 4](#step-4-connect-ada-to-salesforce) with the **Instance URL** of the primary AI Agent, and the **Consumer key** and **Consumer secret** from [Step 3](#step-3-create-the-external-client-app). Ada does not show the secret again. To copy it again, open the app in **External Client App Manager** and click **Consumer Key and Secret**. Click **Generate a Password**. Copy the **Username of this account**, for example `yourcompany-billing.ada.support`, and the password. Click **Save**. 3. On the primary AI Agent, go to **Config > CHANNELS > Email**, select an inbox, and click **Configure connection**. 4. Under **Other AI Agents**, click **Add AI Agent**. Enter the username and the password from step 2, and click **Save**. 5. In Salesforce, for each support address of the other AI Agent on a new domain, add the domain in **Authorized Email Domains** and verify it. Then add an Email Domain Filter for that domain, and select the Email Relay of the primary AI Agent. 6. Add each support address of the other AI Agent as an Organization-Wide Address, and click the link in the verification email. The email is visible in an Ada conversation on the other AI Agent. 7. On the other AI Agent, enable the **Salesforce SMTP Connector** toggle for each other inbox, and complete [Step 7](#step-7-add-the-salesforce-email-block-to-your-handoff). When you click **Save** on the primary AI Agent, Ada checks each username and password in the list. If a check fails, an error under the list tells you which AI Agent to fix. ![Other AI Agents section with one AI Agent](/_fern-files/_img/e80729ab78a81190132221d7a7716ba2790a2212aa77e16e0838a46f6fd1dff8.webp) You can add up to 20 other AI Agents. All of them must be in the same region as the primary AI Agent, and they must use the same Salesforce org. > **Note** > > You can also configure a separate Email Relay for each AI Agent. This is not recommended. Salesforce cannot use one email domain for more than one Email Relay, so each AI Agent then needs its own domain or subdomain. ### Regenerating the Ada password Ada shows the password one time only. If you lose it, regenerate it. After you regenerate the password, the previous password works for 5 more minutes. Then it stops working. **To regenerate the Ada password:** 1. In Ada, go to **Config > CHANNELS > Email**, select an inbox, and click **Configure connection**. 2. Under **Ada credentials**, click **Regenerate Password**. Copy the new password and store it in a safe place. 3. Within 5 minutes, enter the new password in each place that uses it: * If this AI Agent owns the Email Relay, open the relay in **Setup > Email Relays**. Enter the new password in **Password** and **Confirm Password**, and click **Save**. * If this AI Agent is in the **Other AI Agents** list of the primary AI Agent, enter the new password for this AI Agent in that list. Then click **Save** on the primary AI Agent. If the **Other AI Agents** list has a password that no longer works, agent replies from that AI Agent still get to the end user. But Ada sends them as the primary AI Agent, and they do not appear in the conversation of the other AI Agent. Ada does not show an error for this. **Clear configuration** on another AI Agent also revokes its password. Remove the AI Agent from the list, or enter its new password after you connect it again. ## Best practices Test the full flow before your AI Agent hands off live conversations, and stop the connector in the correct order. ### Test the connector Use an email address that is not an agent or admin address in Salesforce. If you connect more than one AI Agent, test each AI Agent. **To test the connector:** 1. Send an email to your support address, and ask for a human agent. 2. In Salesforce, open the new Case. Make sure the transcript email is in the Case feed. 3. Reply from the Case with the **Email** action. Select the Organization-Wide Address as the **From** address. 4. Make sure the reply arrives in the same email thread, from your support address. 5. In Ada, make sure the reply appears in the conversation, with the name of the human agent. 6. Reply to that email. Make sure your reply appears on the Case, and the AI Agent does not reply. ![Case feed with the transcript email and replies](/_fern-files/_img/519d0fc7a83919b5783c5792392e2ccfd9056cc63a64cae87ad5ae7df4ac9145.webp) > **Note** > > In a Salesforce sandbox, Salesforce adds `Sandbox:` to the subject of every email. The changed subject can split the email thread in some email clients. This does not happen in a production org. ### Turn off the connector [Handoffs](/docs/handoffs) to Salesforce stop for one inbox when you disable its **Salesforce SMTP Connector** toggle in **Config > CHANNELS > Email**. While another inbox on the AI Agent is enabled, Cases that are already open continue to get end user emails. When the last toggle on an AI Agent is disabled, the connector turns off for that AI Agent. Open Cases then stop getting end user emails, and Ada rejects the agent replies from the addresses of that AI Agent. The Case shows each rejected reply as sent, but the end user does not get it. The Salesforce Email Log shows the reply as a permanent failure with a `550` error. **To stop Handoffs from another AI Agent:** 1. On the primary AI Agent, click **Configure connection**. Under **Other AI Agents**, remove the AI Agent, and click **Save**. 2. On the other AI Agent, disable the toggle for each inbox. After step 1, agent replies from the addresses of that AI Agent go out as the primary AI Agent, and they do not appear in Ada. Do step 1 first. While the AI Agent is in the list with no enabled inbox, Ada rejects its agent replies. **To stop Handoffs from all AI Agents:** 1. In Salesforce, remove the Email Domain Filters, and then the Email Relay. 2. In Ada, disable the toggle for each inbox on each AI Agent. Remove the Email Relay first. When the last toggle on the primary AI Agent is disabled, Ada rejects every agent reply that Salesforce sends through the relay, including the replies of the other AI Agents. Without the relay, agent replies go out through Salesforce. To remove the credentials from Ada, click **Configure connection**, then **Clear configuration**, and then **Confirm**. **Clear configuration** revokes the password at once. It also revokes every previous password that is still in its 5-minute window, and deletes the **Other AI Agents** list. ## Troubleshooting Use this table to fix common problems. | Problem | Fix | | ----------------------------------------------------------------------------------------------------------- | --------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | | The **Salesforce Email** block sends its fallback response, and Salesforce does not create a Case | Make sure the **Salesforce SMTP Connector** toggle is enabled for the inbox that the end user wrote to. The inbox must use your own email domain. If the toggle is enabled, make sure that Salesforce is available and the org is not over its API limit. | | Ada rejects the **Instance URL**, or shows "Ada could not reach that Salesforce instance" | Use your My Domain URL, which ends in `.my.salesforce.com`. Do not use `login.salesforce.com`, `test.salesforce.com`, or a `lightning.force.com` URL. | | Ada rejects the credentials when you click **Save** | Make sure **Enable Client Credentials Flow** is selected on the app and in **OAuth Policies**, and that **Run As** is set. If you created the app less than 5 minutes ago, wait and try again. | | Ada says the user cannot create Cases | Check the permission set license, the **Case** permissions, and the record type in [Step 2](#step-2-create-the-permission-set). | | An error under **Other AI Agents** says the AI Agent is in another region or the username is not valid | Copy the **Username of this account** from the other AI Agent again. The other AI Agent must be in the same region as the primary AI Agent. | | An error under **Other AI Agents** says the password is not valid, or the saved password is no longer valid | On the other AI Agent, click **Regenerate Password**. Enter the new password in the **Other AI Agents** list within 5 minutes. | | An error under **Other AI Agents** says Ada could not check the password | Wait a few minutes, and click **Save** again. | | A Case field is missing in the **Salesforce Email** block | Give the integration user **Edit** access to the field. The list updates in about 5 minutes. | | The transcript is not in the Case feed | Select **Enable Case Feed Actions and Feed Items** in **Support Settings**. | | An end user email is in the conversation in Ada, but not on the Case | Salesforce was not available or over its API limit for more than about 15 minutes. Ada does not try again. Copy the email from the conversation in Ada to the Case. | | Agents have no **Email** action on the Case | In **Object Manager**, open the Case page layout and add the **Email** action. | | The end user does not get an agent reply, and the Email Log shows a 550 error | In Salesforce **Setup**, request the **Email Log Files** for the time of the reply. Make sure the AI Agent that has the **From** address has at least one inbox with the **Salesforce SMTP Connector** toggle enabled. If the primary AI Agent has no enabled inbox, Ada rejects all replies through its Email Relay. | | The end user does not get agent replies | Set **Deliverability** to **All email**, verify the email domain, and check that the Email Domain Filter is **Active**. | | Agent replies come from a Salesforce address | Make sure the email domain is verified in **Authorized Email Domains**, and the Organization-Wide Address is verified in **Organization-Wide Addresses**. Make sure the agent selects the Organization-Wide Address as the **From** address of the reply. | | Agent replies in Ada show the display name of the Organization-Wide Address, not the agent's name | Make sure the integration user can see the user records of your human agents in Salesforce. The AI Agent looks up the name again on the next reply from that agent. | | Agent replies reach the end user, but do not appear in the conversation of another AI Agent | Make sure the other AI Agent is in the **Other AI Agents** list of the primary AI Agent, with its current password. See [Regenerating the Ada password](#regenerating-the-ada-password). | | Agent replies start a new email thread | Make sure the reply keeps the original subject, with only `Re:` added. Salesforce changes the subject without the agent knowing if an **Insert Thread ID** check box in **Email-to-Case** settings is selected, or in a sandbox. | ## FAQs Common questions about the Salesforce SMTP Connector. #### Do I still need email forwarding to Ada? Yes. Your support address must still forward end user emails to Ada. The connector only changes how human agents reply. #### Can human agents email an end user from a Case that the AI Agent did not create? Yes. This includes Cases that the Salesforce block created before you switched. The human agent sends the email from the Case, with the Organization-Wide Address for your support address. Ada reads the Case from the email headers. The end user's reply then goes to that Case, and the AI Agent does not start a conversation. The reply must come within 14 days of the first email in the thread. See [Replies on Cases that the AI Agent did not create](#replies-on-cases-that-the-ai-agent-did-not-create). #### Can I turn off the connector for one inbox only? Yes. Each inbox has its own **Salesforce SMTP Connector** toggle. The Salesforce credentials stay the same for all inboxes. See [Connect more than one inbox](#connect-more-than-one-inbox). #### Can each inbox connect to a different Salesforce org? No. All Email inboxes on an AI Agent use the same Salesforce connection. See [Connect more than one inbox](#connect-more-than-one-inbox). #### Can more than one AI Agent use the same Salesforce org? Yes. Connect one AI Agent as the primary AI Agent, with the only Email Relay. Then add the other AI Agents to its **Other AI Agents** list. The AI Agents can use the same email domain. See [Connect more than one AI Agent](#connect-more-than-one-ai-agent). #### What happens if Salesforce is not available or the org is over its API limit? The AI Agent tries to create the Case one time. If it cannot create the Case, it sends the **Error fallback** response. During a Handoff, an end user email that Salesforce does not accept is tried again for about 15 minutes. After that, the email stays in the conversation in Ada, but it does not get to the Case. Ada does not send a notification. #### Does closing the Case end the Handoff? No. The [Handoff](/docs/handoffs) ends when the conversation closes after 72 hours with no new email in the thread. --- Have any questions? Contact your Ada team, or email us at [](mailto:help@ada.cx?subject=Help%20Docs%20inquiry).