Connectel + Salesforce

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salesforce

How the integration will work


Salesforce integration is used to automatically open a task for every call according the conditions (Queue, Call status or Outbound) set in the trigger.

The task will be populated with information about the call and displayed for the agent in the Salesforce environment.

The following are list of things you have to do to make the integration work:

  1. Download and use the Connectel Motion Phonebar Windows App and the Connectel Motion Dialpad Chrome Extension (see here)
  2. In Salesforce, create a Connected App (you find this topic Here)
  3. Create Salesforce Account in Connectel Motion (you find this topic Here)
  4. After that create Configuration for the account previously created (step 3) in Connectel Motion (you find this topic Here)
  5. Create a Trigger (Tools → Triggers), set the conditions you want to trigger for this integration and add integrations action (for info see Voice Triggers), by selecting: Salesforce integration, Account and the Configuration you want to use (you find this topic Here)
  6. Configure Salesforce for OpenCTI Integration (Optional: only if you want to use the Integration Tab type)
  7. Test the Integration
  8. Login Agent in Salesforce and/or Motion and start!

After the configuration steps listed above, every time there is an outgoing/incoming call the trigger conditions are checked and a Salesforce task is created and assigned to the agent managing the call (if the conditions are met).