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See what CloudTalk call data looks like when exported to Salesforce.
User level: Admin
⚠️ Note: To ensure call data exports successfully, make sure the Salesforce user who sets up the integration has a standard or admin profile. Guest users do not have the required permissions to own records in Salesforce, which may block data from being logged.

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Call Data to Export

When your Salesforce integration is active, your CloudTalk call data will export to the connected Salesforce account. Depending on the settings configured in your Salesforce integration instance, the exported call data can appear in Salesforce as an activity (task), and/or a case. Data will be synchronized with Salesforce at the start and/or end of a call, depending on the option selected for the Create call in Salesforce when… setting. Some data types are always updated or added after the call.

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Call Ended Data Types

Regardless of synchronization settings, some data types can only be sent to Salesforce after a call has ended, because the values for these data types will not be known until after a call has taken place. These data types include:
  • AI Fields
  • After Call Work Time
  • Call end date and time
  • Call notes
  • Call Recording (link)
  • Call tags
  • Campaign fields
  • CloudTalk Contact (link)
  • CloudTalk Number Name
  • CloudTalk Phone Number
  • Total Call Duration
  • Waiting time

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Fields + Mapping

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Activity / Tasks

How the Campaign field is filledThe Campaign field is a link to a Salesforce Campaign. It doesn’t show the name of your CloudTalk campaign. CloudTalk doesn’t export the CloudTalk campaign name to any Salesforce field.The field is only filled when all of these are true:
  • The call is part of a Power Dialer (legacy) campaign. Campaigns in the new AI Sales Dialer don’t fill this field.
  • That campaign is connected to a Salesforce Campaign. Campaigns that use a Salesforce list view as their contact source don’t fill it.
  • The agent logs a disposition for the call. The field is set when the disposition is saved, not when the call itself is exported, so calls without a disposition leave it empty.
  • The call is exported as an activity (Task). Cases don’t have this field.
If a call matches a CloudTalk contact that isn’t linked to Salesforce, for example a duplicate imported from another integration, the call still exports as a Task, but no Contact or Lead is attached to it. To fix this for future calls, see Duplicate Contacts Behave Unexpectedly.

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Cases

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Configure Export Settings for Salesforce

Within your dashboard, you can navigate to Settings > Integrations > {your Salesforce integration instance} to customize your data exports to Salesforce.
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