Salesforce Integration Guide

Modified on Fri, 09 Feb 2024 at 07:25 AM

1. Adding the integration

Add new

Right-click the CallSights icon in the tray menu of your PC, and then left-click the "Configuration" option from the menu that pops up. This will open the "Configuration" screen. Under the heading "Integrations", click the "Add new" button.

Select Addin type

From the drop-down that appears, choose "Salesforce", and then click the "Set" button.

2. Setting up the integration

The integration configuration will now appear. Here, you can rename the integration in the top text box, if you would like. It is called "Salesforce" by default.

Addin Configuration Group

In the Client ID box, enter the Salesforce Consumer Key that you can retrieve from section 3 of this guide. Note, leave endpoint as it is.

Then press "Authorize" and enter your front-end username and password.

Once logged in, the status should change to "Authorized".

Press "Get Objects" to show you the categories of records in Salesforce that can be looked up in searches and popped. Select one or more of these categories by ticking the corresponding boxes to include them.

For information on Caching, Activity Logging or Testing the Integration, see the below sections of this add-in guide.

Press the "Save" button on the Integration Configuration.

3. OAuth Authentication

A Domain Name and "Connected App" must be configured or already exist in Salesforce. The following sections P1 – P4 describe the specific steps to fulfill the requirements for OAuth. Please read the following carefully as you may not need to follow each step. If you are unsure how to proceed, please consult with your Salesforce Administrator.

-If your Salesforce account has a domain, go straight to "P2".

-If the Domain and Connected App already exist, you can verify this information in section "P3".

P1) Creating a domain name in Salesforce

1. Log into your Salesforce account, and open the "Setup" menu. Search for "Domains" in the Quick Find Box, then select My Domains.

2. Enter the Domain Name you want to use, and press "check availability", and then register.

3. Your domain should be emailed to you shortly after.

P2) Creating a connected app

1. For Salesforce Classic, log into your Salesforce account and open the "Setup" menu. Click on Build > Create > Apps, then at the bottom of the page, under "Connected Apps", press "New".

For Salesforce Lightning, log into your Salesforce account and open the "Setup" menu. In the quick find box, enter "App" and then select "App Manager". Click "New Connected App".

Graphical user interface, application Description automatically generated

2. Enter a Connected App Name, API Name, and Email address for your app.

3. Tick the "Enable OAuth Settings" option.

4. Tick "Enable" for Device Flow.

5. Add Callback URL as:

6. Under Available OAuth Scopes, bring over

     - "Manage user data via APIs (api)"

     - "Perform requests on your behalf at any time (refresh_token_offline_access)"

Salesforce CRM Configuration

7. Uncheck "Require Secret for Web Server Flow" option.

Uncheck "Require Secret for Refresh Token Flow", if it is checked. This will stop the Connected App from "expiring" periodically, which can cause it to fail.

8. Press save, followed by the Continue button.

9. You will now see the Connected App definition - make note of your "Consumer Key".

NOTE: Allow from 2-10 minutes for your changes to take effect on the server before using the connected app.

P3) Retrieving existing Consumer Keys (Client ID)

Existing Consumer Keys

1. In Salesforce Classic-Log into your Salesforce account and open the "Setup" menu. Click on Build > Create > Apps, then at the bottom of the page, under "Connected Apps", click on your Connected App.

In Salesforce Lightning-Log into your Salesforce account and open the "Setup" menu. In the quick find box, enter "App" and then select "App Manager". Find your app and press the drop down arrow and then "view".

2. Here you will see "Consumer Key" under "API (Enable OAuth Settings)" tab.

Now, on the Software Suite configuration, paste in your Client ID (Consumer Key). Press Authorize.

4. Caching the integration

This add-in has the ability to cache the contact data (cached mode).

To enable caching, select the tick box next to "Cache". You can set how often you want the integration to cache in the "Cache frequency, minutes" box.

Addin Configuration Group

5. Activities

Addin Configuration Group

This integration can be individually configured to automatically pop matching contact entries on incoming calls, either during ringing (as soon as the call is presented) or when connected (after answering the call).

Addin Configuration Group

This option allows you to attach details of the call with the associated contact, either manually or automatically.

Under the heading "Activities", check the box "Create activity on call end" to automatically log the call activity to the contact in Salesforce when the phone call has terminated.

Alternatively by selecting the box "Show activities on Call", you can initiate a manual log of a call when it is in progress. When the caller's number is recognized within Salesforce, this will present an additional button within the Software Suite call preview window. Pressing this button will open an activity / note taking window in Salesforce, pre-populated with important call details.In the event of a contact having the same phone number as another contact, no call event can be created. A user should use the screen pop icon to open the address book to see multiple results and click on the relevant entry. The user can then open a "new activity" for the respective contact using Salesforce directly.

It is advisable to only select one of the two options.

6. Testing

You can test whether the integration works successfully through the integration configuration. Please note: For some integrations, the below testing features will not work fully. For a definite test of an integration, use the client address book or check the client logs.

Addin Configuration Group

Press the "Check" button next to "Check connection" to make sure the credentials you have entered above are correct.

You can search for a contact to further make sure the integration worked correctly by pressing the "Test" button next to "Test search". Enter a phone number, and press search. If the test does not work, go to the "Log" page of configuration and see if there are any errors in the log.

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