Salesforce — Integration

Overview

Log calls, recordings, transcripts, and dispositions to Salesforce. Auto-create Tasks or Cases and surface VoiceLink actions in the console.

Capabilities

• Create/Update Tasks or Cases with call metadata

• Attach signed links to recordings and transcripts

• Match Contacts/Leads/Accounts by phone; fallback owner rules

• Softphone CTI link-outs and screen-pop deep links

• Bulk backfill and reconciliation

1. 1

   Step 1

   Create a Connected App (JWT or Web Server OAuth) in Salesforce.

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2. 2

   Step 2

   In VoiceLink → Integrations, select **Salesforce** and authorize with the integration user.

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3. 3

   Step 3

   Map call fields to Task/Case fields (subject, outcome, disposition, custom fields).

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4. 4

   Step 4

   Enable screen-pop deep links and choose record match rules.

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5. 5

   Step 5

   Test with a sandbox call record and verify attachments/links.

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Limitations

• Large audio files are stored in SecureStore; Salesforce receives signed download links.

• Strict validation rules may block upserts; use an integration profile with bypass permissions.

FAQs

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