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Call Exports to Salesforce

Easily sort call data logged to your Salesforce account as activities.

S
Written by Shelby Glynn
Updated over a week ago

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

/

Medium

*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

/

Call

*assigned value

AI Call Sentiment*

Coming soon

Call Sentiment Analysis (for Conversational Intelligence users)

Positive

AI Call Topics*

Coming soon

Extracted Topics (for Conversational Intelligence users)

espresso

AI Call Details*

Coming soon

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

/

Medium

*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

/

Phone

*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!

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