Salesforce Integrations
Salesforce integrates the Desktop app services directly into Salesforce, giving you the CRM information and call functions you need before, during and after calls without switching between tools. This saves time, reduces distractions and helps agents focus on great customer conversations.
With simple setup requirements and seamless CRM integration, your team can deliver faster, more personalized support - all in one place.
What are your needs?
Below we have listed the different Salesforce integrations with their key benefits and features:
Salesforce CTI
Streamline daily tasks. Save time. Increase productivity.
Overview
With Telavox for Salesforce, you can improve your employees' efficiency by integrating Telavox services directly into Salesforce. Allow your agents to focus on the conversation instead of switching back-and-forth between tools. Get the information and functionality you need inside Salesforce while saving valuable time and minimizing distractions.
Key benefits
Delight your customers
Telavox for Salesforce displays essential customer information before an interaction even begins, enabling a personalised and well-informed customer interaction.
Empower your agents
Telavox for Salesforce removes most of the mundane and error-prone manual data entry required to keep data consistent offering a more efficient workday with less frustration.
Streamline your work
With Telavox for Salesforce, agents no longer need to switch between applications during an interaction, saving time but also maintaining their focus on what matters the most: your customer.
Key features
Embedded softphone
Get the whole Telavox web app embedded in your CRM with complete softphone capabilities such as receiving, placing and transferring calls (incl. click-to-dial), muting and putting the caller on hold.
Contact lookup & history
For both incoming and outgoing calls, Telavox looks up the number and fetches all relevant contact information from your CRM in a pop-up. View the contact's call and case history, listen to recorded calls and voicemails, as well as navigate to the contact card with a single click. You can also place a call directly from the contact card.
One-click creation
Create a new contact, lead or account for a previously unknown caller inside the call modal and log activities during the call, with only one click.
Easy queue management
Manage availability and queue membership. View live queue statistics, monitor current queue calls and view queue call history.
DeleteSalesforce Contact Lookup
Sync your Salesforce contacts with our telephony platform.
Overview
Allow your agents to focus on the conversation. Get the information and functionalities you need from your CRM before, during and after a call to save valuable time, eliminate manual lookup and minimise distractions.
Key benefits
Delight your customers
Essential customer information is displayed before an interaction even begins, enabling a personalised and well-informed customer interaction.
Streamline your work
Quick links enable agents to easily view the customer's profile in your CRM with a single click, saving time but also maintaining their focus on what matters the most: your customer.
Key features
Contact lookup
Contact information from your CRM is displayed for ongoing calls as well as your call history. Contacts in your CRM are matched with calls by matching the phone number of the call with phone numbers associated with contacts in your CRM.
Quick links
Quick links for ongoing and historic calls allows the agent to navigate directly to the correct page within the CRM. No need to search for the contact or account page, it's just a click away.
DeleteClick on the tab below to get a step-by-step guide on how to install and set up the different Salesforce integrations based on your needs:
Install Salesforce via the Admin portal
Log in to the Admin portal to download the Salesforce integrations to your environment.
- Navigate to App Directory.
- Search for Salesforce in the search field.
Click on the tabs below to get installation instructions on each Salesforce integration:
Salesforce CTI
As an Administrator, you can easily download the Salesforce CTI to your environment through the Admin Portal. Once it's installed, all users in your environment with a Salesforce account will see the app as a widget in Salesforce when they log in.
The CTI itself has its own built-in contact lookup for calls, no need to install the Salesforce Contact Lookup integration if agents work mainly in Salesforce.
Requirements
- "CRM Integration" user add on for Telavox Fixed or Mobile user licence.
Salesforce Edition: Enterprise.
Only compatible with Salesforce Lightning-apps.
Read and write access is needed for the following standard objects: Account, Case, Contact, Lead, Task.
The CRM Integration feature added on user level:
- Log in to the Admin portal.
- Navigate to Users.
- Click on Additional Services.
- Select the desired user.
- Check the box for CRM Integration.
- Click Save.
Installation instructions
Find the app in App Directory
- Navigate to App Directory.
- Search for Salesforce in the searchfield.
- Click to open Salesforce CTI.
- Click on Add to install.
Installing the app from AppExchange
- After clicked Add you are automatically directed to Salesforce AppExchange where you can download the Telavox app.
- Press "Get it now" and follow installation instructions inside AppExchange.
Note
You may be prompted to log in with your Salesforce credentials several times during the installation.
Configuring users
- When the app installation is complete, the Telavox app should now be visible under Setup.
- Under Set up, navigate to Apps > Packaging > Installed Packages.
- Then go to Setup > Feature Settings > Service > Call Center > Call Centers (or simply type "Call Centers" in the search bar under Setup).
- Click on Telavox CTI in the list, then click "Manage Users".
- Find and mark the users you want to add the Telavox for Salesforce integration to then press "Add to Call Center".
Adding CTI to Salesforce app
- Go to Setup > Apps > App Manager.
- Press "Edit" for an app you want to add the app to (Note that the app must be of type "Lightning").
- Select "Utility Items (Desktop Only)" in the left-hand menu.
- Press "Add Utility Item" > "Open CTI Softphone"
- Give it an appropriate label, such as "Telavox" and press "Save".
- The integration should now be visible in the app you have added it to.
- When the app is installed you log into the CTI with your Telavox credentials.
Salesforce Contact Lookup
The Salesforce Contact Lookup works outside the Salesforce CTI for example in the Desktop and Mobile app. The integration let's you see Salesforce contacts under call history and on incoming calls in these apps.
Useful for agents who don’t work directly in Salesforce but still need contact visibility.
You don't need to download the Salesforce CTI integration to use the Salesforce Contact Lookup integration.
Requirements
- The "Contact Lookup" feature.
- In order to get started with the Salesforce integration, make sure that the account you want to use has API Enabled permission turned on.
Contact Lookup feature added on user level.
- Log in to the Admin portal.
- Navigate to Users.
- Click on Additional Services.
- Select the desired user.
- Check the box for Contact Lookup.
- Click Save.
Installing instructions
- Click to open the Salesforce Contact Lookup.
- Click on Add to install.
- Click on Connect account.
- Input your Salesforce credentials.
- Click on Start Integration.
Adding call widget to users
- Navigate to Users.
- Click on Call Widgets.
- Select the users that should get the call widget.
- Click Add widget in the section to the right.
- In the pop up window, choose the "Salesforce Contact Widget" and select the contact widget.
- Click on Add widget.
Additional information
In order for contact lookup to work as intended, make sure any phone number fields in your CRM are stored in E164-format. Numbers formatted this way start with "+" followed by a country code. Numbers should not contain any special characters such as spaces, parentheses or dashes. Here is an example of a valid number; +46123123123.
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