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Integration video guide

Requirements

Configure your Salesforce Integration

Salesforce Configuration

> From the CloudTalk Interface

Integration Settings Explained

> General

> Workflow

> Workflow SMS

Troubleshoot
> Package CloudTalk CTI Install Failed


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

  1. 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.

  2. When given the option, click Install CloudTalk CTI.

  3. You will be redirected to the Salesforce login page, where you will be prompted to log into your Salesforce account.

  4. 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.

  5. 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:

  1. Navigate to the Call Centers page, either by typing call centers into the lefthand search bar, or via Feature Settings -> Service -> Call Center -> Call Centers.

  2. Find and select CloudTalk.io from the list.

  3. When first installed, users will need to be added. This can be done by clicking to Manage Call Center Users.

  4. Choose to Add More Users.

  5. 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.

  6. 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).

  7. To add an app, select it and click the down arrow on the righthand side of the row. From the dropdown option, click Edit.

  8. For each added app you Edit, navigate to App Settings -> App Details & Branding -> Utility Items from the lefthand sidebar.

  9. 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, like CloudTalk.

    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.

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

  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.


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 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.


Troubleshoot

> Package CloudTalk CTI Install Failed

Problem:

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

Solutions:

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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