Here's how to map Salesforce contact or lead object fields to your CloudTalk contacts to use for automations or call routing.
User Level:
Admin
Mapping Contact Data to Salesforce
Contact mapping between CloudTalk and Salesforce can be used to ensure the data you need from your Salesforce account can be used to take advantage of CloudTalk smart calling features such as attribute-based call routing and workflow automation triggers.
Why Do I Need Field Mapping?
In order for different types of contact data or "fields" to transfer between two platforms, equivalent field types must exist so that synchronized contact data has a proper way to be stored in association with the contact. This is sometimes called a rich contact synch. While there are a number of contact fields that automatically synchronize in our Salesforce integration, there may be additional object fields important to your Salesforce use case that are not included by default. To link these contact or lead object fields to your CloudTalk account, you can map to CloudTalk custom attributes.
Prerequisites
One or more custom attributes created in CloudTalk
Set Up Field Mapping
Field mapping for Salesforce must be configured within the settings for the integration (or integration instance, if you have multiple Salesforce integrations).
From your dashboard, navigate to Account > Integrations > {your Salesforce integration instance}.
Select Change.
Scroll down to Custom field mapping. For each row:
Select a Salesforce contact or lead object field from the left dropdown list to link with a CloudTalk custom attribute from the right dropdown list.
Save to save changes.
Re-Synch to Update Existing Contacts
We recommend performing a contact synch refresh if you want contacts that are already synchronized in an existing integration to have the mapping you configured.
Scroll to the top of the Salesforce Integrations Settings page, select Inactive, scroll down and Save.
Scroll back up, set the integration Active, and Save again.
Any existing contacts will now be synched to the new mapping.
If you need further assistance or have any questions, you can contact our Support team. We are always here to help you!