Configure Salesforce

This article will help you configure your Salesforce integration on both the Salesforce and CloudTalk side. You can also learn more about the settings within your Salesforce integration in CloudTalk.

User level: Admin

Before You Start

To set up the integration, you will need either the Salesforce Enterprise or Unlimited plan with according licenses - part of the Sales Cloud, Service Cloud, or Sales & Service Cloud editions.
Note: Top-level Salesforce administrator privileges or full object/field level security permissions are required, due to API request limits on lower licenses.
The Salesforce integration is only available for CloudTalk clients with an Expert plan.
You must be a system admin for both platforms (CloudTalk and Salesforce).
The email address you use in CloudTalk must match exactly with the email address in your Salesforce account. If the emails do not match, synchronization will not work correctly.

The Salesforce integration can be completed in four high-level steps:

Installing the CloudTalk CTI for Salesforce
Configuring CloudTalk as your call center in Salesforce setup
Authorizing access to your Salesforce account within CloudTalk
Configuring additional settings

The sections below will describe these steps in greater detail.

Install the CloudTalk CTI

This takes place on the CloudTalk side. After following the steps below, leave this tab open to come back to.

Log in to your Dashboard account and navigate to Settings > Integrations.
Under Add integration, hover over Salesforce and select + Add.
Select Install CloudTalk CTI .
You will be redirected to a Salesforce login page. Log in to the Salesforce account you want to integrate.
Choose an option for installing the CloudTalk CTI. We highly recommend to Install for All Users to avoid authorization errors. Select Install.
1. You will have options to limit user authorization later, within Salesforce.
Select Done.
1. You will now be redirected back to your Salesforce account to configure necessary settings there (see CloudTalk Call Center in Salesforce).

CloudTalk Call Center in Salesforce

While logged into Salesforce, you should be able to view your installation on the Salesforce interface through Packaging -> Installed Packages. Here you can view components and dependencies, as well keep track of the user responsible for installing and modifying the integration. From the Salesforce > Setup interface:

Start typing call center in the search bar to find settings for Call Centers.
Select CloudTalk.io from the list.
After initial installation, users will need to be added. Select Manage Call Center Users.
Select Add More Users.
Create a query to search Salesforce users.
1. Apply logical filters using the dropdown boxes provided. Select Send to search with these filters.
2. From the results which appear, check the individual users you want to add, or use the check all box (top). Select Add to Call Center.
3. Make sure to add all users who will need to use the CloudTalk CTI for their workflows. Already enabled agents will not show in search results.
Add the CloudTalk soft phone as a utility to all Salesforce apps you plan to use with calling.
1. Type App Manager into the search. This is the list view of all your Salesforce Lightning Experience apps.
2. For each app you want to integrate with the CloudTalk CTI, select the dropdown arrow. Edit.
3. Within the app settings, go to Utility Items.
4. Select Add Utility Item and choose the Open CTI Softphone from the dropdown.
5. These soft phone settings will apply to your CloudTalk phone in this app. You can rename the Label field to CloudTalk.
6. Save when done. Repeat this process for all used apps where calling is necessary, such as Sales, Sales Console, Service Console, Sales Engagement, etc.
After this setup, the CTI will be ready to use in Salesforce. Assigned call center users on the configured Salesforce apps can access their CloudTalk phone from the bottom bar of their dashboard.
1. Agents will be prompted to log into their CloudTalk account on first use, or after they have been logged out.

Authorize CloudTalk Access to Salesforce

After setting up the CTI (computer-telephone integration) configuration within Salesforce, return to the tab with CloudTalk dashboard open and view your Salesforce integration (via Settings > Integrations > Salesforce).

Users must Allow access in order to authorize data being shared from Salesforce.
Once authorization is complete, confirm the integration is toggled to Active and click Save before leaving the page. Between the Active toggle and Save button are a list of settings, which can be customized to fit your business needs.

Once the integration is set up, all Salesforce contacts will synchronize into CloudTalk, making contact information and expandable details available to agents during calls.

Connecting a Salesforce Sandbox Account

If you are integrating a Salesforce Sandbox (test) account instead of a Production (live) account, one manual step is required:

After being redirected to the Salesforce login screen during the authorization step, manually change the URL in your browser from:
https://login.salesforce.com/...
to
https://test.salesforce.com/...

This change is necessary to complete login using your Sandbox credentials.

⚠️ Important: You cannot have both a Production and a Sandbox account connected to CloudTalk at the same time. Doing so may cause synchronization issues and will trigger a warning.

Additional Settings Explained

Users can customize their integration via contact tags, dictating which calls will be logged into Salesforce, linking specific numbers, and more. The tables below offer a brief overview of each setting name and its function.

General Settings

Setting	How it Works
Caption	Enter name of the integration instance, in case of multiple instances of the same integration Adding multiple running integrations of Salesforce to the same CloudTalk company can cause duplicate leads, contacts, or tasks.
Synchronize Salesforce Cases	When switched `On`, this will synchronize existing Salesforce cases with matching cases from the integration.
Contact’s Tag	All contacts merged from Salesforce will be given the tag you enter here.
Create call in Salesforce when	Choose Answered to create calls in Salesforce when the call is answered. Choose Ended to create calls in Salesforce after the call ends.

Workflow Settings

Naming in SalesforceIn Salesforce, activities are made up of tasks and events. A task is a type of activity that requires followup action, such as an activity with a status of Not started or In progress.A case in Salesforce is the equivalent of a ticket on another platform.

Setting	How it Works
Log outbound answered calls	When switched on, this creates Salesforce activities for outbound answered calls.
Outbound answered call logs as	When outbound answered calls logging is on, you can select an activity status to use for this export type.
Create Cases	When switched on, a case will also be created for each outbound answered call.
Outbound answered call cases as	When Create Cases is on, you can select a case status for this export type.
Log outbound unanswered calls	When switched on, this creates Salesforce activities and/or cases for outbound unanswered calls.
Outbound unanswered call logs as	When outbound unanswered calls logging is on, you can select an activity status to use for this export type.
Create Cases	When switched on, a case will also be created for each outbound unanswered call.
Outbound unanswered call cases as	When Create Cases is on, you can select a case status for this export type.
Log inbound answered calls	When switched on, Salesforce activities and/or cases will be created for inbound answered calls
Inbound answered call logs as	When inbound answered calls logging is on, you can select an activity status to use for this export type.
Create Cases	When switched on, a case will also be created for each inbound answered call.
Inbound answered call cases as	When Create Cases is on, you can select a case status for this export type.
Log inbound missed calls	When switched on, Salesforce activities and/or cases will be created for inbound missed calls.
Missed call logs as	When inbound missed calls logging is on, you can select an activity status to use for this export type.
Create Cases	When switched on, a case will also be created for each missed call.
Missed call cases as	When Create Cases is on, you can select a case status for this export type.
Log voicemails	When switched on, Salesforce activities and/or cases will be created for voicemails.
Voicemail call logs as	When voicemails logging is on, you can select an activity status to use for this export type.
Create Cases	When switched on, a case will also be created for each voicemail call.
Voicemail cases as	When Create Cases is on, you can select a case status for this export type.
Log Redirected calls	When switched on, Salesforce activities will be created for calls that were redirected.
Redirected call logs as	When redirected calls logging is on, you can select an activity status to use for this export type.
Strategy for logging calls to Salesforce opportunities	You can choose to add call activities to a selected category of opportunity.
Only log to CloudTalk agent’s opportunities	When switched on, call activities are only added to the contact/lead’s opportunities in cases where the agent is the opportunity owner in Salesforce.
Import contact owner as preferred agents	When switched on, the Salesforce contact/lead owner will be imported as the contact’s favorite agent in CloudTalk.
Log and assign unassociated numbers to	You can choose to create a new Salesforce contact or lead for unassociated numbers using the first name, `{number}@cloudtalk`, and a phone number. &#xNAN;This will not create a CloudTalk contact until the Salesforce contact is updated.
Business hours policy	Select when activities/cases may be added from calls, according to set business hours.
Sales Engagement	Switch on this setting if your team uses the Sales Engagement platform or cadences in Salesforce.
Einstein Conversation Insights	Switch on this setting if your team uses Einstein Conversation Insights in Salesforce.
Log VoiceAgent Calls	Enable this to log VoiceAgent calls to Salesforce as call activities labeled “Voice Agent Call”.
Assign VoiceAgent Calls to	Select which Salesforce user should be assigned to logged VoiceAgent calls. Captured data will also sync.

Connected Numbers

Setting	How it Works
`+ ADD`	When numbers are added, only calls from the listed numbers will be logged into Salesforce. If left blank, calls from all numbers will be exported.

Workflow Settings for SMS

Setting	How it Works
Export SMS to Salesforce	When switched on, Salesforce tasks will be created for SMS and WhatsApp messages.
Log outbound SMS	When switched on, Salesforce tasks will be created for outbound SMS messages.
Log outbound SMS with status	When outbound SMS logging is enabled, the status you select here will be used in the logged Salesforce tasks.
Log inbound SMS	When switched on, Salesforce tasks will be created for inbound SMS messages.
Log inbound SMS with status	When inbound SMS logging is enabled, the status you select here will be used in the logged Salesforce tasks.
Strategy for logging SMS to Salesforce opportunities	You can choose to add SMS tasks to a selected category of opportunity.
Only log to CloudTalk agent’s opportunities	When switched on, SMS tasks are only added to the contact/lead’s opportunities in cases where the agent is the opportunity owner in Salesforce.

Note: SMS and WhatsApp messages are exported together and are not distinguished by channel in Salesforce.The initial outbound WhatsApp template message is not exported.

Connected numbers

Setting	How it Works
`+ ADD`	When numbers are added, only SMS messages from the listed numbers will be logged into Salesforce. If left blank, SMS messages from all numbers will be exported.

Custom Field Mapping

You can map Salesforce object fields of leads or contacts to existing CloudTalk contact attributes for a richer contact synch.

Disconnect or Remove the Integration

If you no longer want CloudTalk to synchronize data with Salesforce, you can disable or permanently remove the integration. To disable the integration, go to Settings > Integrations, locate the Salesforce integration, and toggle the status from Active to Inactive. To delete the integration permanently, open the Salesforce integration settings, scroll down, click Delete Integration, and type DELETE to confirm.

Your Salesforce integration will now be removed from CloudTalk.

Troubleshooting

Package CloudTalk CTI Install Failed

Problem

Your Salesforce account’s custom field limit has been reached or exceeded.

Solutions

Delete some custom fields before retrying to install
Upgrade your Salesforce plan to be able to add more custom fields

CloudTalk fields I want are not showing up in call logs (Task object)

Problem

Not all fields are defaults when importing into Salesforce.

Solution

When setting up the integration, you can manually add desired fields to the page layout of your task object to ensure visibility. In Salesforce, navigate to Setup > Object Manager > Task > Page Layout.

Need help or have a question? Just reach out through our Support portal — we’re here for you.

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Before You Start