How to navigate in Salesforce
Bring all essential functions together in one place without switching between tools. Combine telephony and help desk in the same platform.
With the Telavox app integrated directly into Salesforce, you can manage calls without ever leaving your help desk workspace.
Enjoy full access to the Telavox app features such as contacts, messages, PBX services and personal settings all fully integrated into your Salesforce environment. Easily call a contact from the Contacts tab or send a message to a colleague via the Messages tab.
Queue management is just as simple. Head to the PBX Service tab to view and manage your call queues. You can see current queue calls, ongoing conversations, and your call history - all in one place.
Click on the tabs below to get a step-by-step guide on how to navigate in the Salesforce integration:
Getting Started and Setup
The Telavox app will pop up down in the left side corner. Now its time to toggle on some settings.
How do I ensure my calls are logged automatically in Salesforce?
- With the Desktop app installed and you have logged in, navigate to Settings inside the Desktop app widget.
- Select Salesforce Settings.
- Toggle on Log calls automatically.
Outgoing and Incoming calls
How do I receive an incoming call?
When a call comes in, an incoming call notification will appear in the widget. 
How can I view a contact's history while on a call?
While the call model is open in the widget, click Go to Contact to open the customer's contact card. This will display their contact information, case history and call logs, giving you helpful context.
What call features are available while I am on a call?
You have full control over the call, including:
- Hang up the call.
- Park the call.
- Transfer the call.
- Mute your microphone.
- Show dial pad (for selecting options when calling a service that requires selections).
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Add New call (to park the current call and initiate another call).
Transferring Calls
What are the ways to transfer a call?
You can transfer a call using two primary methods:
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From the Call Widget: Click the transfer button within the active call widget.
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From the Contacts Tab: Minimize the call model, go to the Contacts tab, hover over the recipient contact and click the transfer button.
What are the different transfer types?
When transferring to a contact, you will be asked what kind of transfer you want to do:
Blind transfer: Transfers the call directly to the destination contact without speaking to them first.
Attended transfer: Gives you time to speak with the destination contact before completing the transfer.
How do I transfer a call to a PBX service or queue?
- Click the transfer button in the call widget.
- Select the PBX option.
- Click on the desired queue in the list and then click Accept.
Post-Call Activities and Logging
Where can I find information about the contact during or after a call?
If the caller's number is saved as a Salesforce contact, their details will be available under More and Contacts.
You can also view any associated Cases and Call activity linked to the contact.
Where can I see internal case comments?
Each contact's internal case comments are visible only to your team and can be found under More and Cases > Case comments.
Associated tickets
Under More and Cases you can see all cases associated to that contact. This will take you to a detailed page where you can see all cases linked to the contact, helping you to reference past conversations easily.