Salesforce CRM Integration

Salesforce is a customer relationship management (CRM) system: a database where a business keeps its contacts, leads, and account records. Linking Cloud Voice with Salesforce lets your sales and support teams work from a single screen: calls are placed, answered, and recorded in Salesforce while all voice traffic continues to run on Cloud Voice. This page explains what you need before you begin, what the integration can do, and the terms used throughout the setup and day-to-day guides.

Requirements

Before setting up the integration, confirm that your Salesforce environment meets the following.

Salesforce CRM edition: the integration works with these Salesforce plans:

• Enterprise Edition
• Unlimited Edition
• Developer Edition
• Performance Edition

Caution

The integration is only available on the four editions listed above. If your Salesforce subscription is a different plan, the integration cannot be enabled. Check the edition in Salesforce (Setup, then Company Information) before you start so you do not get partway through setup and stall.

Cloud Voice: your account must be running a current version of the platform. Cloud Voice is kept up to date for you, so no manual upgrade is required.

Key features

Once connected, Cloud Voice and Salesforce work together to deliver the following.

Click to Call Place a call with one click on any phone number detected in Salesforce, dialed straight from the Cloud Voice App.

Note

Click to Call relies on the Cloud Voice App browser extension for Google Chrome. Install the extension and configure the Cloud Voice App (Web) to work alongside it. Without the extension, the numbers in Salesforce stay as plain text and clicking them does nothing.

Call Popup When a user with the Cloud Voice App (Web or Desktop) signed in receives, answers, or wraps up a call with a known CRM contact, that contact’s profile opens automatically in the browser. Users can also open the profile manually from the call window at any point during a call.

Tip

The popup only appears while the user is signed in to the Cloud Voice App on the device they are working from. If a user reports that profiles are not popping up, the sign-in state is the first thing to check.

Contact Synchronization Salesforce contacts are copied into a linked Cloud Voice phonebook whenever an inbound call arrives from, or an outbound call is placed to, a CRM contact. This is what lets a caller’s name show up on the phone instead of just a number.

Contact or Lead Creation For calls to or from numbers not yet in Salesforce, a new contact or lead can be created, either automatically or by hand, so no unknown caller goes unrecorded.

Call and Chat Journal Call activity is logged to Salesforce automatically whenever a user tied to a Cloud Voice extension ends a call with a CRM contact. Chat is captured too: when a user handles an external chat and the other party’s number matches a CRM contact exactly, the full conversation is written to Salesforce as soon as the session closes, whether the user or the system ends it.

Note

Chat journaling depends on an exact number match. If the chat party’s number does not match a CRM contact character for character, the conversation is not synced. Also keep in mind that the entire chat transcript is stored on the customer’s CRM record, so treat anything typed in the chat as part of the permanent customer file.

Terminology

The table below defines the terms you will encounter while configuring and using the Salesforce integration.

Term	Description
System Administrator	The Salesforce role with access to all data and the ability to manage every user in the CRM.
User	A staff member who can reach only the data allowed by their assigned permissions, or role.
Extension	The unique number assigned to each staff member. Users register the extension on a desk phone or in the Cloud Voice App to make and receive calls.
Lead	A new person or business that has entered your database, a raw prospect you have not sold to before, whom your team can follow up with to uncover sales opportunities.
Contact	A qualified individual whose details live in your database. They might belong to a company you are selling to, act as a referral partner, or simply be someone you know.
Account	A business or organization you deal with. A single account can hold several contacts.