> ## Documentation Index
> Fetch the complete documentation index at: https://help.cloudtalk.io/llms.txt
> Use this file to discover all available pages before exploring further.

# Call Exports to Salesforce

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

> [!NOTE]
>
> See what CloudTalk call data looks like when exported to Salesforce.

**User level**: Admin

***

> [!WARNING]
>
> ⚠️ **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.

## Call Data to Export

![](https://mintcdn.com/cloudtalk/xe2f6HmqhdjOgyCe/images/help-center/articles/9508395/d19d1200df48-image-2.png?fit=max\&auto=format\&n=xe2f6HmqhdjOgyCe\&q=85\&s=4dfce923265ec87f5f1dff1a7f17788b)

When your [Salesforce integration](https://help.cloudtalk.io/en/articles/3368501-configure-salesforce.md) 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.

![](https://mintcdn.com/cloudtalk/xe2f6HmqhdjOgyCe/images/help-center/articles/9508395/71ba7b7ac67c-image.png?fit=max\&auto=format\&n=xe2f6HmqhdjOgyCe\&q=85\&s=92953aefef3e73e8cb31d650006e1554)

### 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** | [+15550000202]() |
| **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**\* | **Call Sentiment Analysis** (*for Conversational Intelligence users*) | Positive |
| **AI Call Topics**\* | **Extracted Topics** (*for Conversational Intelligence users*) | espresso |
| **Created by** | **User** who added integration + **export date and time** | Bob Robertson, June 14 2024 11:18 am |
| **Comments** | **AI Call Summary** (*for Conversational Intelligence users*) **Call notes** Last update date + time **Campaign survey answers** (if attached) | *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.* *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) | [+15553630303]() |
| **Call tags** | **Call tags** | \|cafe Business\|espresso machine\| |
| **CloudTalk Contact** | **Contact** profile (link) | [https://dashboard.cloudtalk.io/c/show/55500](https://dashboard.cloudtalk.io/c/show/55500) |
| **Call Recording** | **Call recording** (link) | [https://dashboard.cloudtalk.io/r/play/93939/](https://dashboard.cloudtalk.io/r/play/93939/) |
| **Call Type** | **Call direction** | Inbound |
| **Call Result** | **Call Result** | Answered |
| **Campaign** | The **Salesforce Campaign** connected to the CloudTalk campaign (see note below) | Q4 Outbound Leads |
| **Campaign Call Disposition** (the field selected in **Task field for call dispositions**) | Mapped Salesforce outcome if set in the campaign's Disposition Settings, otherwise the CloudTalk disposition name. A post-call survey result overrides it. See [Using Salesforce with Campaign Dialers](https://help.cloudtalk.io/en/articles/using-salesforce-with-campaign-dialers.md). | Interested |

> [!NOTE]
>
> **How the Campaign field is filled**
>
> The **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.

> [!NOTE]
>
> 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](https://help.cloudtalk.io/en/articles/12929922-duplicate-contacts-behave-unexpectedly.md).

### 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** | [+15550000202]() |
| **Contact Email** | **Contact email** | [jdoe@acme.io](mailto:jdoe@acme.io) |
| **CloudTalk number name** | CloudTalk number's **Internal name** | Calls only |
| **CloudTalk phone number** | **CloudTalk number** (clickable) | [+15553630303]() |
| **Call tags** | **Call tags** | \|cafe Business\|espresso machine\| |
| **CloudTalk Contact** | **Contact** profile (link) | [https://dashboard.cloudtalk.io/c/show/55500](https://dashboard.cloudtalk.io/c/show/55500) |
| **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 |
| **Comments** | **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.* |

### Configure Export Settings for Salesforce

Within your [dashboard](https://dashboard.cloudtalk.io), you can navigate to **Settings > Integrations >** *\{your Salesforce integration instance}* to [customize your data exports](https://help.cloudtalk.io/en/articles/3368501-configure-salesforce.md#h_5ec5eb516e) to Salesforce.

***

*Need help or have a question?* Just reach out through our [Support portal](https://support.cloudtalk.io/hc/en-us/requests/new?ticket_form_id=26305535257884) — we're here for you.


## Related topics

- [Salesforce Contact Lists in Campaigns](https://help.cloudtalk.io/en/articles/9170735-salesforce-contact-lists-in-campaigns.md)
- [Using Salesforce with Campaign Dialers](https://help.cloudtalk.io/en/articles/using-salesforce-with-campaign-dialers.md)
- [Configure Salesforce](https://help.cloudtalk.io/en/articles/3368501-configure-salesforce.md)


This documentation is built and hosted on [Mintlify](https://mintlify.com), a developer documentation platform.