| Salesforce Direct | MuleSoft |
|---|
| Best for | Organizations where Authenticx can query Salesforce directly | Organizations that expose Salesforce or other system data through a MuleSoft integration layer |
| Authentication | OAuth 2.0 Client Credentials against your Salesforce token endpoint | Client credential headers on each API request |
| Query method | Authenticx constructs a per-conversation SOQL query using a lookup field you define | Your MuleSoft endpoint accepts a call identifier as a parameter and returns the relevant record |
| Response format | Salesforce REST API response (JSON) | JSON |
Not sure which to choose? If your organization already has a MuleSoft API that surfaces Salesforce data, use the MuleSoft connector. If not, the Salesforce Direct connector requires no middleware.
| Requirement | Details |
|---|
| Salesforce Connected App | Create a Connected App in Salesforce with the OAuth 2.0 Client Credentials grant type enabled. |
| Client ID & Client Secret | Provide these credentials securely to your Authenticx implementation team. Credentials are encrypted and stored in an isolated vault scoped to your organization. |
| Salesforce Instance URL | Your org's base URL (e.g., https://yourorg.my.salesforce.com). |
| API Version | Confirm which Salesforce REST API version your org supports. Your Authenticx implementation team will confirm compatibility. |
| Integration User or Permission Set | A dedicated Salesforce API user (or Permission Set) with read access to the target object(s) and fields. If bidirectional sync is desired, write access to the relevant fields is also required. |
| Requirement | Details |
|---|
| IP Allowlisting | If your Salesforce org restricts API access by IP (e.g., Login IP Ranges on the integration user's Profile), Authenticx will provide outbound IP ranges to allowlist. |
| Requirement | Details |
|---|
| API Endpoint URL | The full MuleSoft endpoint URL that accepts a call identifier as a query parameter and returns the associated record as JSON. Authenticx substitutes the conversation's correlation value into the URL at request time. |
| Client ID & Client Secret | MuleSoft API credentials. Encrypted and stored in an isolated vault scoped to your organization. |
| Authentication Method | Client credentials passed as HTTP headers on each request. |
| Requirement | Details |
|---|
| Response Format | JSON. Flat key-value pairs or nested objects are both supported. |
| Field Availability | All fields you want enriched onto the conversation must be present in the API response. Authenticx parses the fields returned by the endpoint, so make sure your endpoint includes every field you want available in the platform. |
| Requirement | Details |
|---|
| IP Allowlisting | If your MuleSoft endpoint is not publicly accessible, allowlist Authenticx's outbound IP ranges. |
These settings apply to both connector types. Your Authenticx implementation team will configure these with you during onboarding.
| Setting | Description |
|---|
| Lookup Field (Salesforce / MuleSoft) | The field in your Salesforce object or MuleSoft response that identifies the conversation (e.g., a Call ID field, Phone field, or Case Number). |
| Lookup Field (Authenticx) | The corresponding field on the Authenticx conversation record (e.g., Client Call ID, Phone, Email). |
The lookup fields are how Authenticx matches a conversation to the correct record in your source system. Both sides must contain the same value for a given conversation.
Provide a list of the Salesforce fields or MuleSoft response fields you want pulled into Authenticx as enrichment data. Use the API-level field names, not display labels. Examples:
- Product or service line
- Case or ticket number
- Caller role or relationship
- Account type or membership tier
- Custom fields specific to your organization
There is no hard limit on the number of fields. All imported fields become searchable and filterable in the Authenticx platform.
| Setting | Default | Description |
|---|
| No Record Found | Skip | What happens if the lookup returns no matching record. Options: Skip (the conversation continues without enrichment data) or Flag (the conversation is flagged for review). |
| Multiple Records Found | Use First | What happens if the lookup returns more than one matching record. Options: Use First (use the first result returned) or Flag (flag for review). |
| Requirement | Details |
|---|
| Correlation Value Passthrough | Your telephony or contact center platform must pass a consistent identifier on each conversation that also exists in your Salesforce or MuleSoft data. This is the key that ties the two systems together. Common examples: a call ID, phone number, case number, or custom reference. |
| Active Authenticx Integration | An existing integration between Authenticx and your contact center platform (NICE CXone, Genesys, Five9, Talkdesk, Amazon Connect, etc.) must be in place. Data enrichment is layered on top of this foundation. |
| Requirement | Details |
|---|
| Salesforce Sandbox or MuleSoft Staging Endpoint | Provide non-production credentials first. Authenticx validates the full enrichment flow end-to-end before going to production. |
| Sample Conversations | 5 to 10 known conversation identifiers (e.g., call IDs) along with their expected Salesforce or MuleSoft field values. Used for end-to-end validation. |
| Technical Contact | A Salesforce administrator or MuleSoft developer on your team available during onboarding to assist with field mapping, access configuration, and troubleshooting. |
