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.

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.

  

• Manual popup: you open the record on demand from the call window.

  

For the trigger events and per-extension settings, see Set up Call Popup.

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.

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.

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.

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.

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.