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Salesforce integration setup is quick and easy. No programming is required.
If you prefer video setups, 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.
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).
Configure your Salesforce Integration
Login to your CloudTalk Dashboard and click into Account -> Integrations from the left sidebar menu. Under Add integration, select Salesforce and click the
+ Add
button to install the integration.When given the option, click
Install CloudTalk CTI
.You will be redirected to the Salesforce login page, where you will be prompted to log into your Salesforce account.
After a successful login, you will be given a list of installation options. To avoid running into problems with authorization, it is recommended to select Install for All Users.
Note: User authorization for CloudTalk can be set later, when
configuring options in Salesforce.Once this segment of the installation process has been set, you will be redirected back to your Salesforce account, where there are a few more settings in need of configuration—detailed below.
Salesforce Configuration
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.
To finish configuration, change settings as follows:
Open the Setup section in Salesforce.
Navigate to the Call Centers page, either by typing
call centers
into the left-hand search bar, or via Feature Settings -> Service -> Call Center -> Call Centers.Find and select CloudTalk.io from the list.
When first installed, users will need to be added. This can be done by clicking to
Manage Call Center Users
.Choose to
Add More Users
.From here, you can find and select the users you would like to be authorized to use the CloudTalk CTI. Filters can be applied to search possible users. Add a user by selecting the checkbox next to a searched person and clicking the
Add To Call Center
button.Once users have been added, you will need to navigate to Apps -> App Manager from the lefthand sidebar. This is where you will be able to add multiple Salesforce Lightning apps that you would like to be integrated with CloudTalk (e.g., both Sales and Service Console).
To add an app, select it and click the down arrow on the righthand side of the row. From the dropdown option, click Edit.
For each added app you Edit, navigate to App Settings -> App Details & Branding -> Utility Items from the lefthand sidebar.
Click
Add Utility Item
, selecting Open CTI Softphone. This allows the CloudTalk phone to be used through the Salesforce interface. Within the Label box, you can choose to rename the phone to something more descriptive, likeCloudTalk
.Click
Save
to confirm changes.
From the CloudTalk Interface
After setting up the CTI (computer-telephone integration) configuration within Salesforce, return to the CloudTalk Dashboard 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 andSave
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.
Integration 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 |
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, |
Business hours policy | Select when activities/cases may be added from calls, according to set business hours |
Connected Numbers
| 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
| 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!