The Aloware and Salesforce integration links your Aloware account to your Salesforce account so both systems work from the same contact, lead, account, and activity data.
Setup has two parts. First you install the Aloware Cloud Contact Center package into Salesforce. Then you authenticate the connection from Aloware using Salesforce OAuth.
Authentication runs on Salesforce's own login screen, so Aloware never receives or stores your Salesforce password. After the connection is live, an authentication menu in Aloware shows the connection status and lets an admin re-authenticate or disconnect. If authentication does not complete, Aloware displays the reason and the action needed to resolve it.
You install the package directly from Aloware. You do not need an AppExchange listing, a Trailblazer account, or the Manage Billing permission in Salesforce.
Prerequisites
Confirm the following before you start, because a missing permission or an unsupported Salesforce edition stops the install partway through.
Accounts and licensing
Both accounts need the right plan and edition before the package will install.
Aloware account and plan. Your organization needs an active Aloware account on an xPro + AI plan with an AI-driven contact center plan.
Salesforce edition with API access. The integration requires Salesforce Enterprise or Unlimited edition. It works with Sales Cloud, Service Cloud, and Sales & Service Cloud.
Permissions
The person running the setup needs admin rights in both systems and specific rights in Salesforce.
Admin access in both systems. You need system administrator access in Aloware and either system administrator or integration-level access in Salesforce.
Salesforce permissions. Your Salesforce user needs permission to manage installed packages, create and modify Connected Apps, manage API access, and read and write Leads, Contacts, Accounts, and Activities.
Users and data
Prepare your records so activity lands on the right user and you have a restore point.
Matching email addresses. Each user's email address in Salesforce must match their email address in Aloware. Aloware uses the email address to map users and attribute logged activity to the right person.
A data backup. Back up your Salesforce data before the first connection so you have a restore point available during initial synchronization.
Browser and connection settings
A supported browser. Use the current version of Chrome, Firefox, or Edge, and turn off pop-up blockers for the duration of the setup. Salesforce opens its login and permission screens in new windows.
Token refresh allowed. Salesforce OAuth tokens expire on a schedule set by your organization. Confirm your Salesforce OAuth policies permit token refreshes so the connection does not drop.
Installing the Aloware package in Salesforce
Aloware always offers the current released package version and displays that version below the install button, for example Package version 1.6.0. Note the version before you install so you can confirm it later in Salesforce.
In Aloware, go to Integrations and open the Salesforce card settings.
Click Install Package. Aloware opens the Salesforce package installation screen for your Salesforce account. Check the package version shown below the buttons.
Log in to Salesforce if prompted.
Choose who will have access to the integration. Install for All Users is the most common choice. Install for Admins Only and Install for Specific Profiles are also available.
Review the package components, acknowledge third-party access, and click Install.
Grant access to any domains Salesforce asks about.
Wait for the install to finish. Salesforce sends a confirmation email when it completes. Larger organizations can take several minutes.
If a button appears greyed out, or a message appears where the version number should be, see Install and version messages.
Authenticating the connection
Installing the package gives Salesforce the Aloware components. Authentication is what authorizes data to move between the two accounts.
Return to Aloware and go to Integrations > Salesforce.
Click Installed. Authenticate.
Sign in on the Salesforce credentials page that opens.
Review the access permissions Salesforce requests for Aloware and click Allow. Authentication cannot complete without this approval.
Confirm that Aloware displays the connection success message.
Verifying the installation
Check the package in Salesforce after the install so you catch a missing component or a permissions gap before agents start using the integration.
In Salesforce, go to Setup > Installed Packages and open the Aloware package.
Confirm the version number matches what Aloware displayed, and confirm the install date.
Review the metadata components and dependencies listed on the package detail page.
Dependencies
Open the Activity object and confirm that the fields the integration writes to have the right field-level permissions and page-layout visibility.
Confirm the security settings and page layouts for any new or updated objects.
Return to Aloware. The install or update prompt disappears once the connection is verified.
Managing the connection
The Salesforce integration settings page in Aloware is where you check status, re-authenticate, and turn the integration off.
Re-authenticating
Click Installed. Re-Authenticate and grant permission again on the Salesforce screen. Re-authenticate after a Salesforce password change, after your organization revokes or edits the Aloware Connected App, or when Aloware reports that it cannot read your Salesforce account.
Deactivating
Use the toggle at the top of the Salesforce integration settings page, or the switch on the Salesforce integration card. Deactivating from either place removes the integration on both sides.
Uninstalling
If your team no longer uses the integration, deactivate it in Aloware first, then uninstall the package from Setup > Installed Packages in Salesforce. Removing unused components keeps your Salesforce org clean. Contact Aloware Support if you want help with the uninstall.
Updating the Aloware package
Aloware releases new package versions with new capabilities. New Salesforce accounts do not upgrade automatically, so an admin runs the update.
When your installed version is behind the current release, the Salesforce integration settings page shows a notice naming both versions, for example:
A new version of Aloware Cloud Contact Center Package (0.14.0) is available. Your current version is 0.1.0. Please update to access the latest features and improvements.
Click the update Salesforce package button on that page. Salesforce walks you through the same screens covered in Installing the Aloware package in Salesforce, with three differences:
The Salesforce install screen shows Upgrade instead of Install.
Once the upgrade finishes, Aloware shows Package is updated, activate related features. Click it to turn on the capabilities the new version adds.
Click Installed. Re-Authenticate, grant permission again on the Salesforce screen, then review your integration settings and click Save.
Two messages tell you the update is not yet ready to activate:
"Package update not detected. Please make sure you have updated the package in Salesforce." Aloware still sees the previous version. Finish the upgrade in Salesforce, then try again.
"Could not read your Salesforce org, so the package version is unknown." Aloware could not query your Salesforce account, so nothing was activated. Re-authenticate and click the button again.
Troubleshooting
Authentication fails with an IP restriction error
The setting that controls this is called IP Relaxation, and it lives on the Aloware Connected App in Salesforce. You have two ways to resolve the error. Pick based on whether your organization requires IP checks to stay on.
Option 1: Skip the IP check for this app
This is the faster option. It tells Salesforce not to check the source IP address for the Aloware Connected App specifically. IP restrictions stay in force for every other app and login in your org.
Log in to Salesforce and go to Setup > Apps > Connected Apps > Manage Connected Apps, then open the Aloware app.
In organizations using the newer interface, go to Setup > Apps > External Client Apps > External Client App Manager, then open the Aloware app.
In the Policies section, click Edit.
Set the IP Relaxation field to Relax IP restrictions.
Click Save.
Option 2: Keep the IP check and add the allowed addresses
Choose this option if your security policy requires IP checks to remain on. Salesforce keeps blocking every address you do not list, so the list has to cover every address the connection comes from, including remote staff and any server involved.
Open the same Connected App policy page.
Scroll to the Trusted IP Ranges section and click New.
Add the IP ranges the connection will come from.
Click Save.
Update this list whenever your offices, remote staff, or servers change addresses. An address that falls off the list produces the same error again.
If you do not know which addresses to add, contact Aloware Support before choosing this option.
After either change
Return to the Aloware integration page and click Installed. Re-Authenticate. If the error appears again, disconnect the Salesforce account in Aloware, then connect it again.
Install and version messages
Aloware words each of these messages differently so an outage never reads as a configuration problem. A failed read never means the package is missing. Aloware withholds what it could not read rather than reporting a value it cannot confirm.
"Could not load the install options." Aloware could not load the package details. Reload the page. Contact Aloware Support if the message stays.
"No install link is available." No valid package version is on offer. Contact Aloware Support.
"Could not check for the latest package version." Aloware could not read the package version file. The install and update links still work, and only the version number is unavailable. Aloware picks it up again on the next page load, so no action is needed.
"Could not read your Salesforce org, so the installed version is unknown." Aloware could not query your Salesforce account. Common causes are an expired Salesforce session, an IP restriction, and a revoked Connected App. The install link still works. Re-authenticate, and review Salesforce IP restriction authentication errors if the message returns.