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Language: English
Demo

Integrations

Salesforce integration with telephony and your contact center

We connect Salesforce to CONTACT.WORK through the Salesforce REST API, built to order during implementation. An incoming call finds the caller among your leads, contacts, and accounts, and after hang-up the conversation is saved on the record as a completed task with the recording link, disposition, and an AI summary.

Get a quotePricing
REST APIin Enterprise, Unlimited, and PerformanceProfessional Edition needs Salesforce's API add-on
Taskof type Call for each logged conversationEach task holds the recording and an AI recap
5 objectsleads, contacts, accounts, opportunities, casesCustom objects added during discovery
Open CTIsoftphone inside SalesforceOption three, a custom project

Capabilities

What you get with Salesforce

Account, opportunities, and cases on the first ringCONTACT.WORK searches Salesforce leads, contacts, and accounts for the incoming number and puts open opportunities and cases on the rep's screen before anyone picks up.
Calls on the activity timelineEach conversation becomes a completed task of type Call on the contact or lead, related to the account, opportunity, or case, with duration, disposition, the recording, and a summary written by AI.
Leads and cases from the call formAn unknown caller becomes a lead with the dialed line as the lead source. A service problem opens a case and lands in the right queue.
Messages logged next to callsWhatsApp, SMS, web chat, Facebook Messenger, and email conversations handled in CONTACT.WORK are logged on the same Salesforce record as the calls.

Options

Three ways to use Salesforce with your phone lines

It comes down to where each team spends the day. Inside sales reps often live in Salesforce, while a service desk with long queues works faster in a contact center workspace. Both setups can share the same phone lines.

The matching record opens in Salesforce

As soon as the phone rings, the rep's browser opens the Salesforce contact, lead, or account tied to that number. When Salesforce doesn't know the number, it opens a blank lead that already shows the caller's phone and the line they called. Reps keep their usual Lightning pages and list views, and the phone follows them.

  • Search order across leads, contacts, and accounts set during discovery
  • Unknown numbers open a prefilled lead
  • On a transfer, the colleague's browser opens the same record
Option 1 of 3

Discovery tells us which option fits, and different teams can use different options.

How it works

Included in every option

Activity timeline

Calls and messages on one Salesforce timeline

Open a contact, account, or case, and the activity timeline lists every call in either direction with its disposition and recording link, mixed with the chats and emails agents answered in CONTACT.WORK. For a call nobody answered, Salesforce can get a follow-up task assigned to the record owner and due the same day.

  • The recording opens from the task
  • An optional follow-up task after a missed call
  • An AI summary in the task comments

Owner and queue routing

Calls go to the account owner or the case queue

Salesforce knows who owns each account and which user or queue holds each open case. The platform checks this before routing: a known customer rings their account owner first, and a caller with an open case reaches the agent working it. If nobody picks up, the call drops to the team queue.

  • Account owner taken from Salesforce
  • Open case calls go to the case owner
  • Team queue as the fallback

Setup

How a Salesforce project runs

  1. 01DiscoveryWe review your edition, the clouds you use (Sales Cloud, Service Cloud, or both), objects and custom fields, page layouts, and what agents should see when a call comes in.
  2. 02Integration userIn Salesforce, your admin sets up an integration user that has the API Enabled permission and access to the agreed objects, plus a connected app for authorization.
  3. 03DevelopmentOur developers connect the Salesforce REST API to your objects and fields. If you chose the Open CTI softphone, we develop and package it as a separate stage.
  4. 04MappingEach agent is paired with a Salesforce user, phone lines with lead sources and case queues, and call dispositions with task and case fields.
  5. 05TestingIf your Salesforce edition comes with a sandbox, we test there: a first-time caller, a known contact with an open case, a transfer between reps, an unanswered call, and a call outside business hours.
  6. 06Go-liveAfter your sign-off we deploy to production, move agents to the new workflow, and spend the first week checking platform reports against Salesforce activity.

Requirements

What you need on the Salesforce side

Salesforce edition
Enterprise, Unlimited, Performance, or Developer – API access is included; Professional needs Salesforce's paid API add-on
Integration user
A user with the API Enabled permission that can reach the in-scope objects
Sandbox
A sandbox for testing is recommended where your edition has one
Telephony
Phone numbers stay with your carrier and connect over SIP
Where the platform runs
Our cloud or on-premises servers
Cost
Development at $60 per hour on Pro (from 8 hours a month) or within Maxi hours; Salesforce bills its own licenses

Preparation

What to have ready for discovery

Which edition and clouds?Professional, Enterprise, or Unlimited; Sales Cloud, Service Cloud, or both. On Professional, the API add-on has to be in place before we start.
Who runs your Salesforce org?Your own admin or a consulting partner – they create the integration user and approve deployments to production.
Lead or contact first?When a number matches both a lead and a contact, which record should open, and how you handle duplicates.
What should a call create?Only a task, or also a lead, a case, or an opportunity update – and under whose name.
Which lines and channels?Phone numbers, SMS, WhatsApp, web chat, and email – and which Salesforce queue or team owns each one.
Where are your callers?If you take calls from California, Washington, or another all-party consent state, play a recording notice before the rep picks up.

Q&A

Frequently asked questions

How does CONTACT.WORK connect to Salesforce?

Through the Salesforce REST API, under an integration user your admin creates. No ready-made Salesforce connector is involved: we build the integration for your org during implementation, and your team signs off on the tests before go-live.

Which Salesforce editions work?

API access is enabled by default in Enterprise, Unlimited, Performance, and Developer editions. In Professional Edition, Salesforce sells API access as a paid add-on, and you need it before the integration can run. In any edition, the integration user needs the API Enabled permission.

How are calls logged in Salesforce?

As completed tasks of type Call, linked to the contact or lead and related to the account, opportunity, or case. Each task carries the direction, duration, disposition, the rep who took the call, the recording, and an AI write-up of the conversation.

Can reps dial from Salesforce with one click?

With the Open CTI softphone, a rep clicks a phone field in Salesforce and the call starts. Without it, agents dial from the CONTACT.WORK workspace, and the call is still logged on the matching Salesforce record.

Can Salesforce leads feed an auto dialer?

Leads or contacts selected in Salesforce go into an outbound campaign in CONTACT.WORK, and every dial result is written back to the record as a task. Campaigns run with prior consent, honor your do-not-call lists, and keep calling hours per time zone to help you follow TCPA rules.

Auto dialer →

What will supervisors see?

Live operations sit in CONTACT.WORK: queues, agent status, wait times, and missed calls, and supervisors can listen to a call or coach the rep quietly. Salesforce reports built on the logged tasks show call volume by account, owner, or campaign.

Can we roll this out without disrupting Salesforce?

The integration works through the API and doesn't change standard objects. Where your edition provides a sandbox, testing happens there first; we deploy to production after your approval and move phone lines one team at a time, so customers can reach you throughout.

Do agents need Salesforce licenses?

Agents who work only in CONTACT.WORK don't open Salesforce, so Salesforce seats can go to the staff who actually log in. The exchange runs under one integration user; check your Salesforce contract for how that user is licensed in your org.

Do callers have to hear a recording notice?

California, Florida, Illinois, Pennsylvania, Washington, and other all-party consent states require every participant to agree before a call is recorded. CONTACT.WORK can play a notice on the lines you choose. Use this as background only, since it isn't legal advice.

What happens to our phone setup if we leave Salesforce?

Numbers, IVR, queues, recordings, and reports live in CONTACT.WORK. If you move to another CRM, the phone setup keeps working, and our engineers reconnect it to the replacement CRM.

How much does the Salesforce integration cost?

Salesforce and CONTACT.WORK bill you separately. That comes in addition to your monthly support plan for the platform. We charge for building the Salesforce integration by the hour: $60 an hour on Pro, which you buy in blocks of at least 8 hours a month, or out of Maxi's 40 included hours. Discovery gives us the scope, and development begins when you sign off on the estimate. There are no CONTACT.WORK license or seat fees, and all our prices are quoted before applicable taxes. Salesforce licenses, and the API add-on on Professional Edition, are billed by Salesforce.

Pricing →

Glossary

Terms on this page

API (application programming interface)
The way programs exchange data with each other without a person in the loop. Learn more →
Cloud deployment (cloud)
The platform runs on the vendor's servers, and agents connect over the internet. Learn more →
CTI – computer telephony integration
Telephony connected to the CRM: one-click dialing, and the customer record opens on an inbound call. Learn more →
Softphone
A phone app that runs on a computer or in a browser. Learn more →
REST: exchanging data between systems over HTTP
The standard way software exchanges data over the internet. Learn more →
IVR (interactive voice response)
A phone menu: the caller hears a greeting and picks the right department. Learn more →
Supervisor
Leads a team of agents: watches the queue and quality, helps and coaches. Learn more →
CRM – customer relationship management
Where a company keeps its customers, deals, and full communication history. Learn more →
SIP (Session Initiation Protocol)
The protocol that sets up calls in IP telephony. Learn more →
On-premises deployment
The system runs on the company's own servers, not in the vendor's cloud. Learn more →
Connector
A prebuilt module that links the platform with telephony, a CRM, or another system. Learn more →

More

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Blog

Fresh from the blog

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Services · 7 min read Custom development of your contact center platform for your processes When contact center settings are not enough: integrations, modules, AI workflows. How to tell development from configuration and estimate the payback. Read the article → Management · 9 min read How many agents does your contact center need? Erlang C in plain English Calculate contact center staffing with Erlang C: workload, service level, shrinkage, and headcount by shift – all in one worked example. Read the article → Integrations · 7 min read CRM and phone system integration: what it does and how it works How to connect your phone system to your CRM: calls and recordings in the record, screen pop, click-to-call. What to decide first and how to check it works. Read the article →

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