Integrate Reachdesk with Salesforce

Overview

The integration operates on a per-user basis, meaning each user connects their Salesforce account individually. This ensures users have control over their own integrations and data.

Use the Reachdesk + Salesforce integration to:

• Connect your Reachdesk user to Salesforce via OAuth.
• Send manual gifts with Salesforce contact data auto-filled using the Reachdesk Browser Extension.
• Automatically log Reachdesk activity back to Salesforce records as completed tasks.
• Track manual sends in Salesforce Campaigns via Campaign Member Status mapping.
• Enable Admins and Campaign Managers to lead automated campaigns based on Salesforce triggers.
• Sync total gift spend directly to Salesforce currency fields.

Connection Steps

Step 1: Connect your Salesforce account (Reachdesk user)

You need a Reachdesk user account and your Salesforce login. If you are connecting to a Salesforce sandbox, use Advanced Options during connection.

1. In Reachdesk, go to Account > Integrations.
2. Select Salesforce and click Link Account.
3. (Optional) If you are connecting to a sandbox, click Advanced Options and choose the sandbox flow.
4. Log in to your Salesforce account when prompted.
5. Approve the requested Reachdesk permissions.

If the connection completes, your org already allows Reachdesk and you can go straight to “After you connect”.

If Salesforce shows an OAuth error or says the app is blocked, your Salesforce admin needs to complete Steps 2 and 3. Send them this article. Reachdesk should now appear in your org’s list of connected apps, which is where the admin installs it.

Step 2: Install the Reachdesk Connected App (Salesforce admin)

Salesforce blocks connected apps that are not installed in your org. Installing Reachdesk takes less than a minute. 

1. Log in to Salesforce as an admin.
2. Go to Setup > Platform Tools > Apps > Connected Apps > Connected Apps OAuth Usage.
3. Find Reachdesk in the list and click Install.
4. Click Install again to confirm.

Step 3: Allow all users to self-authorize (Salesforce admin)

After installing, set the app’s policy so each Reachdesk user can connect their own account without further approval.

1. Go to Setup > Platform Tools > Apps > Connected Apps > Manage Connected Apps and click Reachdesk.
2. On the Connected App Detail page, click Edit Policies.
3. Under OAuth Policies, set Permitted Users to All users may self-authorize.
4. Click Save. The detail page now shows the new setting.

Step 4: Connect again and confirm (Reachdesk user)

1. In Reachdesk, go to Account > Integrations > Salesforce and click Link Account again.
2. Log in to Salesforce and approve the requested permissions.
3. Confirm that Salesforce shows as linked in Account > Integrations.

Every other Reachdesk user in your org repeats Step 1 with their own Salesforce login. They do not need the admin steps again.

After you connect

1. Check permissions. Each person who connects needs a Salesforce profile that can create and manage Campaigns, edit Campaign Member Statuses, and edit Tasks/Activities, plus API access.
2. Send a test gift to a Lead or Contact that already exists in Salesforce, then check that a completed task appears on that record. Reachdesk does not create new Leads or Contacts.
3. Map campaign statuses if you track sends in Salesforce Campaigns (see “Track manual sends in Salesforce Campaigns” below). Statuses that are not mapped will not sync.
4. Set up automated campaigns if you use them. Reachdesk Admins and Campaign Managers do this (see “Automated Campaigns” below).
5. Optional: turn on gift spend sync (see “Syncing gift spend to Salesforce” below).

Troubleshooting

Still stuck? Contact support@reachdesk.com and include the error text and whether you use a production or sandbox org.

Send manual gifts using Salesforce data

You can send individual gifts to prospects or customers from the Reachdesk platform, or from the Reachdesk Chrome Extension directly on a Salesforce Lead, Contact or Account record.

Reachdesk activity is logged back to Salesforce as completed tasks on the recipient’s Lead or Contact record.

Track manual sends in Salesforce Campaigns

If you do not have Salesforce Campaign Types for direct mail and e-gifting, create separate types for physical gifts and eGifts, because their Campaign Member Statuses differ.

1. In Reachdesk, open the campaign and go to the Sync section.
2. Select the target Salesforce Campaign.
3. Click Setup Member Status Mapping.
4. Map your Reachdesk events to Salesforce Campaign Member Status values.

• eGifts: Sent, Opened, Clicked, Claimed.
• Physical gifts: Processed, Shipped, Returned, Delivered, Donated, Cancelled.

Automated Campaigns (Salesforce-based triggers)

Automated Campaigns are available to Reachdesk Admins and Campaign Managers. Common triggers include Closed Won (new customer onboarding gifts), a Lead Score increase (direct mailers), an event or webinar attended (eGifts) and a Renewal (loyalty rewards). Reachdesk checks Salesforce for new matching records twice per hour.

Syncing gift spend to Salesforce

Admins can sync total gift spend to custom currency fields on the Contact, Lead or Campaign Member objects.

1. Create a custom Currency field in Salesforce on the object you want.
2. In Reachdesk, go to Settings > Integrations > Salesforce > Advanced Options.
3. Turn on Sync campaign cost and enter the API names of your custom fields.

You must set a Default Currency in Reachdesk (Organization > Settings) first. Reachdesk does not overwrite existing data; it only fills the spend fields you name.

Reporting in Salesforce

Reachdesk provides an unmanaged Salesforce package with pre-built reports and dashboards for opportunity revenue and influenced pipeline, meeting generation and influence by rep. To install it, contact your Client Success Manager for the installation link and password.

How the integration exchanges data

• Data in to Reachdesk: contact data used to pre-fill send details.
• Data out to Salesforce: activity logging (tasks), delivery status and campaign member updates.
• Who writes what: tasks are written with the sending user’s own Salesforce connection. Campaign status updates are made by the central Integration User set in your org settings. If a recipient was not originally synced from Salesforce, Reachdesk matches them by email.

Frequently asked questions

Do I need a Salesforce admin to set up the integration?

Yes, once per Salesforce org. An admin installs the Reachdesk Connected App and sets the Permitted Users policy (Steps 2 and 3). After that, each Reachdesk user connects their own account.

What happens if my admin blocks or uninstalls Reachdesk?

Active sessions end and no one in your org can connect until the admin installs or unblocks it. Users then reconnect from Account > Integrations.

Do users who connected before September 2025 need to reconnect?

Not necessarily. Salesforce says users who authorized an app earlier can generally keep using it. We still recommend installing the app so new users can connect.

How does Reachdesk identify itself when writing to Salesforce?

Task logging uses each user’s own Salesforce connection, so a user who has not connected will not have their sends logged. Campaign status updates use the central Integration User from your org settings.

Do you map to custom fields?

Yes. Reachdesk can read custom fields on the Lead, Contact, Campaign and Opportunity objects to use as triggers. Custom fields are not supported inside eGift card emails.

Which fields are mapped between Reachdesk and Salesforce?

To power sends and automated campaigns, Reachdesk reads First Name, Last Name, Company (Company on Lead, Account on Contact), Email, and the address fields Street, City, State, PostalCode and Country.

What information does Reachdesk write to Salesforce?

Campaign Member Statuses, tasks on the Lead or Contact, and, if you turn on Sync campaign cost, spend values in the custom currency fields you choose.

How quickly does the sync happen?

Usually near-instantly, and in some cases up to 15 minutes depending on Salesforce API traffic.

Can I backfill statuses if I mapped them after gifts were sent?

Yes. Contact support@reachdesk.com for a manual backend sync.

Why am I getting lots of email notifications after a send?

The connector user who sent the campaign may receive standard Salesforce activity notifications that the campaign was sent and, for physical gifts, delivered.