Set up Call Journal to Salesforce CRM

Once Salesforce is connected to Cloud Voice, you can enable call journaling so that each call an associated user makes or receives with a contact in your customer relationship management (CRM) system is written back to Salesforce as a call log. This page explains how to switch the feature on and shape the content that gets recorded.

Before you start

Make sure the Salesforce CRM integration is already set up. Call journaling relies on that connection to reach your Salesforce org.

Note

Call journaling only runs for associated users, meaning Cloud Voice users who are linked to the CRM integration. Calls made or received by users who are not linked are not written back to Salesforce, so confirm the right users are associated if a log you expect never appears.

Turn on call journaling

1. Sign in to the Cloud Voice management portal and open Integrations > CRM.

2. On the CRM integration page, enable Call Journal.

3. Define what each logged call should contain:

   

   • Subject: The title shown on the call log in Salesforce.
   • Description: The body text of the call log.

   Note

   Both fields accept variables, so you can build the subject and description dynamically from call details rather than using fixed text. See the call journal scenario variables in the integration template reference for the full list of supported placeholders.

4. Optional: Select Disable Display Missed Call Records in Unanswered Agents if you want to keep missed-call noise out of your agents’ logs. With this option on, a queue or ring group call is journaled only to the CRM of the agent who actually answers it. The same call is not logged as a missed call for the other agents who did not pick up.

5. Click Save.

What happens next

From now on, whenever an associated user ends a call with a CRM contact, Cloud Voice sends a call log to Salesforce automatically, populated with the subject and description you configured.