Salesforce Integration

Upsight integrates with Salesforce through the Salesforce CLI (sf). It reads account and opportunity data via SOQL queries and writes CX health updates back to Salesforce records.

Prerequisites

1. Salesforce CLI installed (sf command available on your PATH). Install from developer.salesforce.com.
2. Authenticated org -- run sf org login web and complete the browser-based login flow.

Configuring in Settings

Go to Settings > Salesforce CLI. Upsight auto-detects the sf binary on your PATH. If it is installed elsewhere, select it from the dropdown or enter a custom path.

The settings panel shows the authentication status:

• Authenticated -- connected to an org, shows the username
• Not authenticated -- CLI found but no org connected
• Not found -- CLI binary not detected

Syncing Accounts

Full Sync

Click the Sync button in the sidebar to sync all accounts that have a Salesforce ID. This:

1. Queries Salesforce for all accounts that already exist locally (by Salesforce ID)
2. Updates Salesforce-sourced fields on each local account
3. Auto-fills quick link URLs (cases, files, contracts) from the Salesforce ID
4. Syncs all open and Closed Won opportunities for those accounts

Note

Full sync only updates accounts that already exist in Upsight. It does not discover new accounts. To add an account from Salesforce, use the New Account dialog on the Accounts screen.

Single Account Sync

On any account detail screen, open the Account Setup dialog and click Sync from Salesforce to refresh that individual account and its opportunities.

What Gets Pulled

The sync pulls a comprehensive set of fields from the Salesforce Account object:

Category	Fields
Identity	Name, Industry, Segment, Account Executive
Financial	ACV, TCV, Contract Start Date, Renewal Date
Health	Customer Health, Calculated Health Score, Renewal Risk Level, NPS Score
CX Data	CXM Name, CXM Sentiment, CX Play, Last CX Update, Customer Stage
Engagement	Engagement Tier, CS Tier, Days Since Last CXM Activity, GEP Stage
Consumption	Overall Consumption %, Gateway API Calls, Gateway Services
Products	Products Contracted, Products Used, Kong Version
Health Indicators	All 10 indicator status and comment fields
Links	Internal/External Slack Channels, Account Plan, Success Plan, Google Drive

From the Opportunity object:

Fields
Name, Type, Stage, ACV, TCV, Close Date, Contract Start Date, Renewal Date, Renewal Risk Level, Churn Reason, CX Notes, CS Handoff Notes, ARR Churn Forecast

Write-Back Fields

Certain fields can be edited locally in Upsight and pushed back to Salesforce. When you modify a write-back field, the change is:

1. Saved to the local database immediately
2. Logged in the change log with old and new values
3. Pushed to Salesforce via the CLI (debounced -- multiple rapid edits are batched)

Account Fields

Local Field	Salesforce API Name	Label
CXM Sentiment	CXM_Sentiment_Picklist__c	CXM Sentiment
CSM Exec Summary	CS_Account_Notes__c	CSM Exec Summary
CX Play	CX_Play__c	CX Play
Last CX Update	Last_CX_Update__c	Last CX Update
Relationship Health	Relationship_Health__c	Relationship Health
Relationship Health Comments	Relationship_Health_Comments__c	Relationship Health Comments
Customer Business Health	Customer_Business_Health__c	Customer Business Health
Customer Business Health Notes	Customer_Business_Health_Comments__c	Customer Business Health Notes
Consumption	Consumption__c	Consumption
Consumption Comments	Consumption_Comments__c	Consumption Comments
Enterprise Features	Enterprise_Features__c	Enterprise Features
Enterprise Features Comments	Enterprise_Features_Comments__c	Enterprise Features Comments
Kong OSS Present	Kong_OSS_Present__c	Kong OSS Present
Kong OSS Present Comments	Kong_OSS_Present_Comments__c	Kong OSS Present Comments
Critical Use Cases	Critical_Use_Cases__c	Critical Use Cases
Critical Use Cases Comments	Critical_Use_cases_Comments__c	Critical Use Cases Comments
Technical Engagement	Technical_Engagement__c	Technical Engagement
Technical Engagement Comments	Technical_Engagement_Comments__c	Technical Engagement Comments
Platform Play	Platform_Play__c	Platform Play
Platform Play Comments	Platform_Play_Comments__c	Platform Play Comments
Value Realization	Value_Realization_Custom__c	Value Realization
Value Realization Comments	Value_Realization_Comments__c	Value Realization Comments
Active Project	Active_Project_Implementation__c	Active Project Implementation
Active Project Comments	Active_Project_Implementation_Comments__c	Active Project Comments

Opportunity Fields

Local Field	Salesforce API Name	Label
CX Notes	CX_Notes__c	CX Notes
CS Handoff Notes	CS_Handoff_Notes__c	CS Handoff Notes

Pending Changes

Navigate to Pending Changes (accessible from the sidebar sync area) to see the change log.

Each entry shows:

• The account and field that was changed
• Old and new values
• Status: pending, pushed, failed, or reverted
• Timestamp

For failed changes, you can:

• Retry -- attempt to push the change to Salesforce again
• Revert -- push the old value back to Salesforce

Conflict Resolution

When syncing, Upsight protects locally pending changes from being overwritten:

• If a field has a pending or failed write-back entry in the change log, the sync preserves the local value instead of overwriting it with the Salesforce value
• Once the write-back is successfully pushed or reverted, subsequent syncs will pull the Salesforce value normally

This means you can safely sync while you have unsaved edits -- your local changes take priority until they are resolved.