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Agents can manage calls and view critical call details right inside Salesforce

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Here are just some of the details of the call tracking integration:

Sending Calls into Salesforce

You have a number of configuration options for how calls sync into Salesforce:

  • Each time a call comes in, we will look in Salesforce to see if the person exists based on their phone number. If the person does not exist, we can add them as a new lead. If the person does exist as a lead or contact already, we will add the call as an activity under that contact or lead.
  • You can choose to have the call sent into Salesforce at the beginning or the end of the call.
  • You can choose to only send the call into Salesforce if we have caller ID for the caller’s phone number (thus preventing restricted callers from being added into Salesforce under the same contact).
  • You can choose whether you would like us to associate campaigns to the call records we create.
  • You can also restrict sending calls into Salesforce based on tracking source, tracking number, receiving number, and menu keypress.
  • Adding Leads and Activities in Salesforce

    You can also control how and when you want calls to be creating leads and activities in Salesforce. For example, you may only want calls over a certain length to create a lead or activity in Salesforce.

  • Mapping Auditcall Call Data to Your Salesforce Custom Objects

    Each call in Auditcall has detail associated with it, such as the call recording, the caller’s phone number, the landing URL, call length, and more. Rather than those going into Salesforce in our standard format, you can choose to map those fields to custom objects you have set up in your Salesforce account.

  • Mapping Calls To Other Objects Besides Leads and Contacts

    Some customers prefer to map their calls to something other than leads or contacts in Salesforce. For example, you may instead want to map new callers to an opportunity instead of a lead.

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