See what CloudTalk call data looks like when exported to Salesforce.
User Level:
Supervisor
Admin
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.
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
Fields + Mapping
Activity / Tasks
Salesforce Field | CloudTalk Data Type | Example Value |
Assigned to | Agent | Susan Smith |
Subject | Call direction + Call status | Inbound call (missed) |
Activity date / Due date | Call date | 6/14/2024 |
Priority | / |
*assigned value |
Call start date and time | Call started date and time | June 14 2024 11:10:14 am |
Call end date and time | Call ended date and time | June 14 2024 11:18:05 am |
Name | Contact | Jon Doe |
Caller number | Contact number | +1 555-000-0202 |
Related to | Contact account Contact opportunity | Jon Doe at Acme Inc. |
Total Call Duration in seconds | Wait time + Talk time + After-call Work time | 480 |
Waiting time in seconds | Wait time | 120 |
After Call Work Time in Seconds | After-call Work time | 60 |
Activity Type | / |
*assigned value |
AI Call Sentiment*
| Call Sentiment Analysis (for Conversational Intelligence users) | Positive |
AI Call Topics*
| Extracted Topics (for Conversational Intelligence users) | espresso |
AI Call Details*
| AI Call Summary (for Conversational Intelligence users) | A customer Jon Doe called to ask about his company espresso machine. The agent said she would forward the customer to the company support line. They said thank you and goodbye. |
Created by | User who added integration + export date and time | Bob Robertson, June 14 2024 11:18 am |
Comments | Call notes Last update date + time Campaign survey answers (if attached) | forwarded to support
Last updated on June 14 2024 11:18 am by Susan Smith |
Status | Call status | Completed |
CloudTalk number name | CloudTalk number's Internal name | Calls only |
CloudTalk phone number | CloudTalk number (clickable) | +1 555-363-0303 |
Call tags | Call tags | |cafe Business|espresso machine| |
CloudTalk Contact | Contact profile (link) | |
Call Recording | Call recording (link) | |
Call Type | Call direction | Inbound |
Call Result | Call Result | Answered |
Campaign | Campaign name (if part of campaign) | October Cold Calling |
Campaign Call Disposition | Call Disposition selected when part of campaign | Happy |
Cases
Salesforce Field | CloudTalk Data Type | Example Value |
Case Owner | Agent | Susan Smith |
Subject | Call direction + Call status | Inbound call (missed) |
Priority | / |
*assigned value |
Contact Name | Contact | Jon Doe |
Contact Phone | Contact number | +1 555-000-0202 |
Contact Email | Contact email | |
CloudTalk number name | CloudTalk number's Internal name | Calls only |
CloudTalk phone number | CloudTalk number (clickable) | +1 555-363-0303 |
Call tags | Call tags | |cafe Business|espresso machine| |
CloudTalk Contact | Contact profile (link) | |
Case Origin | / |
*assigned value |
Date/Time Opened | Call ended date and time | June 14 2024 11:18:05 am |
Created by | User who added integration + export date and time | Bob Robertson, June 14 2024 11:18 am |
Configure Export Settings for Salesforce
Within our legacy dashboard, you can navigate to Account > Integrations > {your Salesforce integration instance} to customize your data exports to Salesforce.
If you need further assistance or have any questions, you can contact our Support team. We are always here to help you!