Salesforce

Connect works with these parts of Salesforce:

• Searching Salesforce contacts.
• Caller ID for contacts.
• Opening the matching record automatically when a call is answered, known as screen popping.
• Logging calls as events against contacts.

Requirements

Caller ID relies on matching phone numbers, so store your Salesforce numbers in a consistent format and tell Connect which one you use. Set Phone Number Format under Settings then CRM Settings.

Linking Connect to Salesforce

1. Go to connect.cosoft.co.uk.

2. Click Apps.

3. Click Connect Salesforce.

4. Click Allow on the Salesforce permissions screen.

Searching Salesforce contacts

1. Click the Search or dial... field.

2. Type a name or number. Matching Salesforce contacts appear alongside your other contacts, and you can call them straight from the results.

Caller ID

When an incoming number matches a Salesforce contact, the call notification shows their name.

Screen popping

1. Click Settings.

2. Click CRM Settings.

3. Set Automatically open CRM records when calls are answered to Yes, then save.

4. Answer a call from the notification.

5. The Salesforce contact record opens in a new browser tab.

If nothing opens, Chrome is probably blocking the new tab. See CRM screen popping for the permissions to check.

Finding logged calls in Salesforce

Connect logs calls as events. To find them:

1. In Salesforce, click Contacts.

2. Open a contact.

3. Click Activity in the right-hand panel.

4. Calls are listed there.