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

Salesforce + CloudTalk

Salesforce integration setup can be completed from within Salesforce setup and our legacy dashboard. No programming is required.

Video Guide

Here's an instructional video on setting up the CloudTalk + Salesforce integration:

Requirements

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.
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Note: Top-level Salesforce administrator privileges or full
object/field level security permissions are required, due to API
request limits on lower licenses.
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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).

Configuration

The Salesforce integration can be thought of 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 legacy dashboard account and navigate to Account > 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 Account > 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.

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

Caption	Enter name of the integration "instance," in case of multiple instances of the same integration Note: Adding multiple running integrations of Salesforce to the same CloudTalk company can cause duplicate leads, contacts, or tasks
Synchronize Salesforce Cases	Toggled `On`, will synchronize new/existing Salesforce cases into CloudTalk
Contact's Tag	All contacts merged from Salesforce will be given the entered tag

Workflow Settings

Note on Call Logging:  Salesfore call activities and cases are created
when the call starts, allowing for notes and tags the agent adds during the call to be added to the call activity after the call ends.

Log outbound answered calls	Enabled, creates Salesforce activities and/or cases for outbound answered calls
Outbound answered call logs as	When above setting is enabled, select an activity type through which to log outbound answered calls in Salesforce
Outbound answered call cases as	Select a case setting for outbound answered calls
Log outbound unanswered calls	Enabled, creates Salesforce activities and/or cases for outbound unanswered calls
Outbound unanswered call logs as	When above setting is enabled, select the activity descriptor for calls of this type
Outbound unanswered call cases as	Select the case type for logged outbound unanswered calls
Log inbound answered calls	Enabled, creates Salesforce activities and/or cases for inbound answered calls
Inbound answered call logs as	When above setting is enabled, select the activity descriptor for calls of this type
Inbound answered call cases as	Select the case type for logged inbound answered calls
Log inbound missed calls	Enabled, creates Salesforce activities and/or cases for inbound missed calls
Missed call logs as	When above setting is enabled, select the activity descriptor for calls of this type
Missed call cases as	Select the case type for logged inbound missed calls
Log voicemails	Enabled, creates Salesforce activities and/or cases for voicemails
Voicemail call logs as	When above setting is enabled, select the activity descriptor for voicemail call logs
Voicemail cases as	Select the case type for voicemails
Strategy for logging calls to Salesforce opportunities	Adds call activities to the selected category of opportunity
Only log to CloudTalk agent's opportunities	Enabled, 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	Enabled, will import the Salesforce contact/lead owner as the contact's favorite agent in CloudTalk
Log and assign unassociated numbers to	Select whether to create a new Salesforce contact/lead with the first name, `{number}@cloudtalk`, and a phone number. Note: 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

Connected Numbers

+ ADD

When numbers are added, only calls from those listed will be logged into Salesforce. If left blank, calls from all numbers will be exported.

Workflow Settings for SMS

Export SMS to Salesforce	When enabled, creates Salesforce tasks for SMS messages
Log outbound SMS	When enabled, creates Salesforce tasks for outbound SMS messages
Log outbound SMS with status	Select option to create SMS tasks in Salesforce
Log inbound SMS	When enabled, creates Salesforce tasks for inbound SMS messages
Log inbound SMS with status	Select option to create SMS tasks in Salesforce
Strategy for logging SMS to Salesforce opportunities	Select type of opportunity
Only log to CloudTalk agent's opportunities	Enabled, SMS tasks are only added to the contact/lead's opportunities in cases where the agent is the opportunity owner in Salesforce

Connected numbers

+ ADD

When numbers are added, only SMS messages from those listed will be logged into Salesforce. If left blank, SMS messages from all numbers will be exported.

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 are not showing up in call logs (Task object)

When setting up the integration, Cloudtalk fields are included but need to be manually added to the page layout of the task object to ensure visibility. Users can add these fields from Setup > Object Manager > Task > Page Layout in Salesforce.

If you need further assistance or have any questions, you can contact our Support team. We are always here to help you!

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