> ## Documentation Index
> Fetch the complete documentation index at: https://help.cloudtalk.io/llms.txt
> Use this file to discover all available pages before exploring further.

# Configure Salesforce

> Configure data exchange between CloudTalk and Salesforce to ensure your data stays up to date.

> [!NOTE]
>
> 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](https://www.salesforce.com/editions-pricing/sales-and-service-cloud/)** with according licenses - part of the Sales Cloud, Service Cloud, or Sales & Service Cloud editions.

  ```text theme={"system"}
  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](https://www.cloudtalk.io/pricing)**.

* 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.

## Configure Salesforce

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.

1. Log in to your [Dashboard](http://dashboard.cloudtalk.io) account and navigate to **Settings > Integrations**.

2. Under *Add integration*, hover over **Salesforce** and select **`+ Add`**.

3. Select **`Install CloudTalk CTI`** .

   ![](https://mintcdn.com/cloudtalk/6Hiy83aLw1wFZVvu/images/help-center/articles/3368501/73a9dfad8e3b-image.png?fit=max\&auto=format\&n=6Hiy83aLw1wFZVvu\&q=85\&s=acc3bc343a6b44cf382c23e8f66f468d)

4. You will be redirected to a Salesforce login page. Log in to the Salesforce account you want to integrate.

5. 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.*

      ![](https://mintcdn.com/cloudtalk/6Hiy83aLw1wFZVvu/images/help-center/articles/3368501/74aaea06d493-image.png?fit=max\&auto=format\&n=6Hiy83aLw1wFZVvu\&q=85\&s=9084777932a131ba9fb2aca1da5a82c5)

6. 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:

1. Start typing `call center` in the search bar to find settings for **Call Centers**.

2. Select **CloudTalk.io** from the list.

   ![](https://mintcdn.com/cloudtalk/6Hiy83aLw1wFZVvu/images/help-center/articles/3368501/bfb34a88a92e-all-call-centers-select-cloudtalk.png?fit=max\&auto=format\&n=6Hiy83aLw1wFZVvu\&q=85\&s=722a6eee0e981ce8e04b7b2f5162dc18)

3. After initial installation, users will need to be added. Select **`Manage Call Center Users`**.

   ![](https://mintcdn.com/cloudtalk/6Hiy83aLw1wFZVvu/images/help-center/articles/3368501/c8c08d2c192e-call-center-detail-slect-manage-call-center-users.png?fit=max\&auto=format\&n=6Hiy83aLw1wFZVvu\&q=85\&s=9e1e160b15d9a15ed08df264075db18b)

4. Select **`Add More Users`**.

5. 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`**.

      ![](https://mintcdn.com/cloudtalk/NaLCtq06pFIW2ogE/images/help-center/articles/3368501/60bfdc88cd46-call-center-search-for-new-users-cloudtalk-io.png?fit=max\&auto=format\&n=NaLCtq06pFIW2ogE\&q=85\&s=5cbbf9d42ec4049989f70f6567c6c2be)

   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.*

6. 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.

      ![](https://mintcdn.com/cloudtalk/NaLCtq06pFIW2ogE/images/help-center/articles/3368501/7291e8fcfbb2-lightning-experience-app-manager-overview.png?fit=max\&auto=format\&n=NaLCtq06pFIW2ogE\&q=85\&s=03607d37ef800fd9903ad93681e3493a)

   2. For each app you want to integrate with the CloudTalk CTI, select the dropdown arrow. **Edit**.

      ![](https://mintcdn.com/cloudtalk/6Hiy83aLw1wFZVvu/images/help-center/articles/3368501/f34f7dc85a46-edit-sales-phone-general-se-setup-article.png?fit=max\&auto=format\&n=6Hiy83aLw1wFZVvu\&q=85\&s=81a360802b05726ee8df5563d7ce521f)

   3. Within the app settings, go to **Utility Items**.

   4. Select **`Add Utility Item`** and choose the **Open CTI Softphone** from the dropdown.

      ![](https://mintcdn.com/cloudtalk/6Hiy83aLw1wFZVvu/images/help-center/articles/3368501/907435c135bb-aayk1x4d3jgsiy9y8dx03hbfyy21ctkp4ytipedrwatfwe9rxnlwkcanrfpn.png?fit=max\&auto=format\&n=6Hiy83aLw1wFZVvu\&q=85\&s=8f03fcafba65dde9a7596729981f4c5b)

   5. These soft phone settings will apply to your CloudTalk phone in this app. You can rename the **Label** field to `CloudTalk`.

      ![](https://mintcdn.com/cloudtalk/NaLCtq06pFIW2ogE/images/help-center/articles/3368501/5f541fd5e9d9-open-cti-softphone-properties.png?fit=max\&auto=format\&n=NaLCtq06pFIW2ogE\&q=85\&s=e2e93fb100ca3f8d8241531b9bf782a5)

   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.

7. 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.

   ![](https://mintcdn.com/cloudtalk/NaLCtq06pFIW2ogE/images/help-center/articles/3368501/641902b17118-ct-phone-expanded-on-sf.png?fit=max\&auto=format\&n=NaLCtq06pFIW2ogE\&q=85\&s=95019812d954fcf7cc1dafd55603297e)

   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).

1. Users must **`Allow`** access in order to authorize data being shared from Salesforce.

   ![](https://mintcdn.com/cloudtalk/NaLCtq06pFIW2ogE/images/help-center/articles/3368501/50d74c96a8e2-iay7ehmv8yj8occ-ikhjkfg9p-ekqgkzepgdtnwiapiowz2z1cotnxaje5lx.png?fit=max\&auto=format\&n=NaLCtq06pFIW2ogE\&q=85\&s=44ff4361caf47566d7a66e4f9984fa49)

2. 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/`](https://login.salesforce.com/)`...`\
  **to**\
  [`https://test.salesforce.com/`](https://test.salesforce.com/)`...`

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

> [!NOTE]
>
> ⚠️ **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.

![](https://mintcdn.com/cloudtalk/6Hiy83aLw1wFZVvu/images/help-center/articles/3368501/96700cf5ccef-image-8.png?fit=max\&auto=format\&n=6Hiy83aLw1wFZVvu\&q=85\&s=b843f5463aa2a7147f6fb3f5d0906913)

***

### 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

![](https://mintcdn.com/cloudtalk/6Hiy83aLw1wFZVvu/images/help-center/articles/3368501/95bb5d72c9c1-image.png?fit=max\&auto=format\&n=6Hiy83aLw1wFZVvu\&q=85\&s=9d2fc17973106fb3c66edea5930d5819)

| **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

![](https://mintcdn.com/cloudtalk/6Hiy83aLw1wFZVvu/images/help-center/articles/3368501/d0ee474f3f0a-image.png?fit=max\&auto=format\&n=6Hiy83aLw1wFZVvu\&q=85\&s=2980323b81607aa03114a4c8a320e8f5)

> [!NOTE]
>
> **Naming in Salesforce**
>
> In 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

![](https://mintcdn.com/cloudtalk/6Hiy83aLw1wFZVvu/images/help-center/articles/3368501/ea9d4eaa4112-image.png?fit=max\&auto=format\&n=6Hiy83aLw1wFZVvu\&q=85\&s=71cf7b63659c0e6957004928f8d87604)

| **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. |

> [!WARNING]
>
> **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](/en/articles/9620351-salesforce-field-mapping.md) 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.

![](https://mintcdn.com/cloudtalk/6Hiy83aLw1wFZVvu/images/help-center/articles/3368501/8aed4aaa4354-screenshot-2b2025-07-03-2bat-2b11-57-50.png?fit=max\&auto=format\&n=6Hiy83aLw1wFZVvu\&q=85\&s=38c52e07ef127d09290603882acdf0ac)

Your Salesforce integration will now be removed from CloudTalk.

***

## **Troubleshooting**

### Package CloudTalk CTI Install Failed

![](https://mintcdn.com/cloudtalk/6Hiy83aLw1wFZVvu/images/help-center/articles/3368501/dcb397241878-cti-install-failed.png?fit=max\&auto=format\&n=6Hiy83aLw1wFZVvu\&q=85\&s=74ab58e7982e6b7f4143045b8797ebbc)

#### Problem

Your [Salesforce account's custom field](https://help.salesforce.com/s/articleView?id=sf.custom_field_allocations.htm\&type=5) limit has been reached or exceeded.

#### **Solutions**

* [Delete some custom fields](https://help.salesforce.com/s/articleView?id=sf.deleting_fields.htm\&type=5) 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)

![](https://mintcdn.com/cloudtalk/6Hiy83aLw1wFZVvu/images/help-center/articles/3368501/acbf3c3ab6c7-screenshot-2022-09-27-at-16-35-17.png?fit=max\&auto=format\&n=6Hiy83aLw1wFZVvu\&q=85\&s=3ead07e8a0b123765765e580807ed5d8)

#### 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](https://support.cloudtalk.io/hc/en-us/requests/new?ticket_form_id=26305535257884) — we’re here for you.


## Related topics

- [Using CloudTalk with Salesforce](/en/articles/5370420-using-cloudtalk-with-salesforce.md)
- [Using Your Salesforce Integration in Call Flow HTTP Requests](/en/articles/16941452-using-your-salesforce-integration-in-call-flow-http-requests.md)
- [Call Exports to Salesforce](/en/articles/9508395-call-exports-to-salesforce.md)


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