Salesforce
CRM for customer records, cases, and service workflows
ProPay integrates with Salesforce, a policy, risk, or CRM platform. Salesforce is the CRM most warranty operators already use to hold customer records, cases, and service history, often the system a homeowner's account lives in before a claim is ever opened. ProPay authorizes claims against the context it holds and writes decisions back.
Salesforce is the CRM most warranty operators already use to hold customer records, cases, and service history, often the system a homeowner’s account lives in before a claim is ever opened. ProPay reads the context Salesforce already holds and authorizes the claim against it, writing the decision, and everything that led to it, back as the record of what happened.
What ProPay does with Salesforce
ProPay captures claim data 24/7 through web form, chat, SMS, and voice, and validates it against the coverage Salesforce holds, customer records and case history, before authorizing repair versus replace, or approving inside your configured thresholds.
The context that reaches Salesforce isn’t a call transcript, it’s a structured SMS conversation. ProPay triages the homeowner over text, with 80 to 83 percent responding, and that exchange is what populates the fields Salesforce needs to authorize the claim correctly the first time.
From there, ProPay sources parts across suppliers, tracks the order, and validates the resulting invoice against the authorization record before payment releases, with every decision written back to Salesforce alongside the confidence level it was made at.
How the Salesforce connection works
Salesforce’s API is extensive and well documented, which is where ProPay reads customer context and writes claim outcomes back as case updates.
Where Salesforce doesn’t expose a field ProPay needs, a Forward Deployed Engineer builds the mapping during deployment rather than asking Salesforce to change. Authorization, parts, and payment can go live against Salesforce independently of each other.
What stays in Salesforce
Customer relationship history and case management outside the claim itself stay inside Salesforce.
What changes is how much of the authorization decision a person has to make by hand. ProPay applies your business rules against the context in Salesforce and routes only the exceptions to a reviewer.
Data handling and security
The connection to Salesforce runs on a company-specific ProPay instance, one carrier’s policy and claim data are never accessible to another. ProPay is SOC 2 compliant, with both Type I and Type II audits complete.
Every authorization decision carries a confidence level and the inputs it drew from Salesforce, and is logged. Decisions above your configured value or confidence thresholds route to a person before anything executes.
Deploying the integration
A dedicated Forward Deployed Engineer works with your team to build and maintain the Salesforce connection, mapping the specific fields and authorization rules your program already runs on.
Frequently asked questions about ProPay and Salesforce
Does ProPay replace Salesforce?
No. Salesforce remains the system of record for the underlying policy and case data; ProPay executes the authorization decision and the work that follows it.
How does ProPay connect to Salesforce?
Salesforce’s API is extensive and well documented, which is where ProPay reads customer context and writes claim outcomes back as case updates. Where no interface exists, a Forward Deployed Engineer builds the connector during deployment.
Are authorization decisions against Salesforce auditable?
Yes. Every decision carries a confidence level and the specific inputs from Salesforce it was based on, and is logged for review.
