Our Salesforce Integration

If you prefer video setup guides, here's an integration overview video for using Salesforce with CloudTalk.

When logged into your Salesforce account, all numbers will be converted into a clickable format from which you can easily initiate calls. When receiving a call, the customer profile will automatically appear behind the ringing phone. Having easy access to information stored from notes, files, and previous calls will allow agents to provide higher quality and more accurate service.

Once CloudTalk has been integrated with Salesforce, CloudTalk Phone features are made accessible through the Salesforce interface. This means outbound calls can be initiated without having to leave the Salesforce platform. During or after the time a call occurs, call tags can be added or removed to categorize your inbound calls and leads. Agents can also take notes while the call is in progress and evaluate the customer's mood or the call quality.

Depending on the settings chosen during configuration, different call types can be logged into Salesforce as activities and/or cases in order to give you all desired caller information in one place. You can choose for call activities and cases to be created as soon as the call starts.

Selecting the name of the activity opens the activity detail, where you can view additional information such as the call date, duration, and the name of the agent who took the call. Moreover, with recording settings enabled you can listen to the call recording.

Call logs are viewable via the customer profile, for example under the Activity tab for past activities.

Missed calls and voicemails may be accessible through the Cases section, or in the activity history, depending on the integration settings chosen for logging these instances. If voicemails have been assigned to a specific agent, the agent's name can be entered into the search bar.

Analysts and supervisors can easily access CloudTalk statistics in Salesforce via the Dashboards header to monitor and track important metrics, such as Average waiting time, Service Level, and Call Distribution statistics.

You can find different breakdowns for Sales and Support focused dashboards.

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