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In this article, you will learn how to set up the integration and manage calls within Salesforce using Service Cloud Voice.
User level: Admin, Agent, Supervisor
Before you start: Your Salesforce admin needs to complete the one-time setup first. If that hasn’t been done yet, share the Admin Setup Guide with them.
Salesforce Service Cloud Voice (SCV) with CloudTalk allows agents to handle calls directly inside Salesforce, combining telephony and CRM into a single workspace. With this integration, agents can:
  • Make and receive calls without leaving Salesforce
  • Access customer information in real time
  • Automatically log interactions
  • Manage workload through Omni-Channel

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Prerequisites

  • Admin access to Salesforce Service Cloud
  • Active CloudTalk account
  • Service Cloud Voice enabled in Salesforce

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Using Salesforce Service Cloud voice

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Step 1: Enable Service Cloud Voice

  1. Open App Launcher (grid icon) in Salesforce.
  2. Search for and select Service Cloud Voice.

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Step 2: Connect CloudTalk

  1. The CloudTalk phone widget will appear in the Omni-Channel panel.
  2. Agents need to log in by entering their email and password.

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Making and Receiving Calls

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Outbound Calls

  1. Open the Phone tab
  2. Enter a number or select a contact or click the phone number on the page (eg: a number assigned to a contact)
  3. Click Call

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Inbound Calls

When receiving a call:
  • A notification appears in Salesforce
  • Caller details are displayed automatically
  • Agents can accept or decline the call
  • Call activity is logged in real time

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Managing Calls

During an active call, agents can:
  • Mute/unmute
  • Put the call on hold
  • Transfer the call
    • Blind Transfer
    • Blind Transfer w/ Safe Mode
    • Warm Transfer (via Add Call)
  • End the call

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Call Transfers

CloudTalk enables agents to transfer calls directly within Salesforce.

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Blind Transfer

Blind transfer allows agents to immediately transfer a call without speaking to the receiving party.

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How it works:

  1. During a call, click Blind Transfer
  2. Select the target agent or number
  3. The call is transferred instantly

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Warm Transfer (via Add Caller & Merge)

Due to Salesforce Service Cloud Voice limitations, warm transfer follows a slightly different flow. Instead of a single action, it is performed using Add Caller and Merge.

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Step 1: Add the receiving agent

  1. During the call, click Add Caller
  2. Select the agent or number you want to transfer the call to
  3. A second call is initiated
At this stage:
  • The original call is placed on hold
  • You are connected with the receiving agent

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Step 2: Speak with the receiving agent

  • Share context about the customer
  • Confirm they are ready to take the call

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Step 3: Complete the transfer (Merge)

  1. Click Merge
  2. The calls are combined, completing the transfer
After merging:
  • The receiving agent is connected with the caller
  • The original agent can leave the call

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Safe Transfer Mode (Blind Transfers Only)

Safe Transfer is an optional mode that enhances blind transfers by ensuring the call is successfully connected before the original agent disconnects. The admin can enable it in the Dashboard using the Enable Safe Mode setting.

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How Safe Transfer Works

When Safe Transfer mode is used:
  1. The agent initiates a blind transfer
  2. The system attempts to connect the call to the target agent
  3. A status message is displayed in the Omni-Channel panel

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Transfer Status Messages

Because of Salesforce Service Cloud Voice limitations, transfer progress is communicated using system messages in the Omni-Channel panel. You may see messages such as:
  • “Transferring call, please wait…” – indicates that the transfer is in progress
  • “Transfer recipient is not available. Please try again.” – indicates that the transfer has failed
⚠️ Known LimitationDue to Salesforce platform limitations:
  • These status messages cannot be programmatically cleared
  • Even after a successful transfer, the “Transferring call, please wait…” message may remain visible in the Omni-Channel panel until the call session fully ends.
This does not affect call functionality, it is only a visual limitation of the Salesforce interface.

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Contact Matching & Customer Context

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Automatic contact matching

When a call comes in or is made, CloudTalk automatically matches it to existing Salesforce records. This helps agents quickly identify who they’re speaking with without manual search. Matching is supported for:
  • Contacts
  • Leads
  • Accounts

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Customer context during calls

During the call, agents can see key customer information directly in Salesforce, including:
  • Customer details
  • Related records
  • Previous interactions
This gives agents the context they need to handle conversations more efficiently.

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Call Logging & History

All calls are automatically logged in Salesforce, so your team always has a complete record of interactions. Each log includes details such as call duration, status, and linked records, and can be accessed through My Work and activity history.
Need help or have a question? Just reach out through our Support portal — we’re here for you.