Salesforce Data Enrichment

How It Works

As each conversation is processed by Authenticx, a real-time request is made to your Salesforce org or MuleSoft API to retrieve the associated record. The returned data is parsed, mapped to your configured fields, and attached directly to the conversation. Those fields then become searchable, filterable, and reportable across the Authenticx platform.

Supported Connectors

Connector	Description
Salesforce	Authenticx queries your Salesforce REST API directly using a secure OAuth 2.0 connection. A lookup field on the conversation (e.g., Call ID, Phone Number, Case Number) is used to find the matching Salesforce record.
MuleSoft	If your organization exposes Salesforce or other system data through a MuleSoft API layer, Authenticx calls your MuleSoft endpoint per conversation using client credential authentication. The JSON response is parsed and stored as enrichment data.

Both connectors operate per conversation. Each call or chat triggers its own lookup in real time.

What Gets Enriched

You choose which fields from your source system are imported. Authenticx maps those fields onto the conversation record so they're available throughout the platform. Common examples include:

Product or service line associated with the conversation
Case or ticket identifiers
Caller role or relationship type
Account or membership information
Service category or disposition codes
Any custom field your organization tracks

Enrichment fields are available in search, filters, dashboards, Autoscoring criteria, and exports.

When Enrichment Runs

Enrichment runs automatically after Authenticx has finished processing each conversation. By that point, transcripts, speaker identification, and insights are already available. This timing provides two advantages:

Complete context in one place. Salesforce data appears alongside transcripts and Authenticx insights on every conversation. Your teams see the full picture without switching between systems.
Bidirectional sync is possible. Because Authenticx insights are available at this stage, we can optionally write results back to Salesforce, updating records with detection outcomes, quality scores, or other findings. (Bidirectional sync is configured separately and requires additional field-level write permissions in Salesforce.)

Security & Authentication

OAuth 2.0 Client Credentials. All connections use standard OAuth 2.0 client credential grants. No user passwords are stored or transmitted.
Secure Credential Storage. Client IDs and secrets are encrypted and stored in a secure, isolated vault scoped to your organization. Authenticx personnel do not have direct access to your credentials.
Encryption in Transit & at Rest. All data is transmitted over TLS/HTTPS and encrypted at rest.
Audit Trail. Every enrichment attempt is logged with the conversation ID, timestamp, and outcome. Failed attempts are retried automatically and tracked.

Getting Started

To enable Salesforce or MuleSoft enrichment for your organization, see Setup Overview →.