# Use Salesforce CRM Integration

Once Cloud Voice is connected to Salesforce CRM (Customer Relationship Management, the system Salesforce uses to store your contacts and leads), a set of features starts working across your calls, chats, and contact records to cut down on manual data entry. This page walks through what each feature does and how you use it day to day.

## Click to call

Dial a Salesforce contact straight from the browser, without copying the number into a softphone.

**Before you start**

Install the Cloud Voice App for Google Chrome extension and connect it to the Cloud Voice App (Web). The extension detects phone numbers on the pages you visit.

**How it works**

On any Salesforce CRM page, click a phone number the extension has recognized. Cloud Voice places the call immediately through the PBX (Private Branch Exchange, your account's phone system) extension tied to your account.

![Cloud Voice, a recognized phone number highlighted on a Salesforce page for one-click dialing](/images/pbx/click-2-call-on-crm.png)

## Call popup

When a call involves a known Salesforce contact, their record opens automatically so you have context before you speak.

**Before you start**

Stay signed in to at least one of these clients:

- Cloud Voice App (Desktop)
- Cloud Voice App (Web)

:::note
The Cloud Voice App (Web) cannot receive calls once you close the browser or the app's tab. To keep receiving calls and popups in that situation, install the Cloud Voice App for Google Chrome extension, which opens the popup tab even when the browser is closed.
:::

**How it works**

The contact's record opens in a new browser tab when you receive or answer an inbound call from a Salesforce contact, or when a call with a contact ends. You can also open the record yourself from the call window at any point during the call.

- **Automatic popup**: the record opens on the call event you configured.

  
  ![Cloud Voice, a Salesforce contact record opened automatically in a browser tab](/images/pbx/call-popup.png)
- **Manual popup**: you open the record on demand from the call window.

  ![Call window control used to open a contact record during a call](/images/pbx/manually-open-call-popup.png)

For the trigger events and per-extension settings, see [Set up Call Popup](/pbx/integrations/salesforce/set-up-call-popup-for-inbound-calls/).

:::note
Browsers may block the popup tab. If that happens, click the blocked-content icon in the address bar, allow pop-ups and page redirection for the site, then click **Done**.

![Browser prompt to allow pop-ups and page redirection](/images/pbx/allow-window-redirection.png)
:::

## Call journal

Every outbound, inbound, and missed call is logged to Salesforce automatically, so each conversation is on record without anyone writing it down.

To review the entries, sign in to Salesforce CRM, open a contact's detail page, and go to the **Activity** tab.

![Call records listed under the Activity tab of a Salesforce contact](/images/pbx/call-log.png)

## Chat journal

When an external chat session between a Cloud Voice user and a Salesforce contact ends, whether the user closes it or the system does, every message from that session is synced to Salesforce, giving you a full history of the exchange.

The synced messages appear on the contact's detail page under the **Activity** tab.

![A synced chat session shown under the Activity tab of a Salesforce contact](/images/pbx/chat-journal-task.png)

## Contact synchronization

Inbound calls from Salesforce contacts and outbound calls to them both trigger a lookup in the CRM. When the number matches an existing Salesforce contact, that contact is copied into the linked PBX phonebook. Synced contacts are read-only in the phonebook.

:::note
The sync is one-way, from Salesforce into the phonebook. Because the copied entries are read-only, you cannot edit them in Cloud Voice. Change the record in Salesforce instead, and the update flows back to the phonebook.
:::

To choose which phonebook receives the contacts and control the sync, see [Set up Contact Synchronization from Salesforce CRM](/pbx/integrations/salesforce/set-up-contact-synchronization-with-salesforce-crm/).

![A Salesforce contact synced into a Cloud Voice phonebook](/images/pbx/contact-sync.png)

## Contact or lead creation

When you take a call from a number that isn't in Salesforce, or dial one, Cloud Voice can add it as a new contact or lead, either on its own or when you choose to. This keeps your database growing without extra data entry.

For the automatic and manual options, see [Set up Lead or Contact Creation for Salesforce CRM](/pbx/integrations/salesforce/set-up-automatic-lead-or-contact-creation-for-salesforce-crm/).

![A new lead created in Salesforce from an unknown caller's number](/images/pbx/new-created-contact.png)