Setting up the Salesforce integration

Looking to bring together OpenPhone and Salesforce? In this guide, we’ll show you how OpenPhone’s Salesforce integration works and how to get started using it.

First, in case you’re considering different CRM solutions, let’s look at what the Salesforce CRM is and some of the key benefits (if you’re a Salesforce user, you can jump to this section).

What is Salesforce?

Salesforce is a software company that's most well known for their CRM. Thousands of sales, support, and customer success departments use Salesforce's CRM to have a single source of truth for all conversations your team has with external contacts.

Using Salesforce, your team can also:

  • Set up customized dashboards to help your organization to hit your goals
  • Organize automated drip email campaigns to specific contacts
  • Have the right amount of context to jump into any conversation anytime
  • Work together to build customer relationships and close deals

Who can set up & use the Salesforce integration?

In order to use OpenPhone's Salesforce integration:

  • Customers must have Salesforce API access. API access is included for Salesforce Enterprise, Unlimited, Performance or Developer editions of Salesforce. API access can be added to Salesforce Professional. API access is not available for customers using Salesforce Group and Essentials editions. Read more on this here.
  • You also need to be an admin in Salesforce in order to connect Salesforce to OpenPhone.
  • Customers on the OpenPhone Premium plan will be able to use the integration. In OpenPhone, you must be a workspace owner or admin user to be able to set up the integration.

How does the Salesforce integration work?

After setting up the OpenPhone Salesforce integration, you can see any Salesforce contact's name in OpenPhone when they call you or you dial them without having to spend time adding them as a contact in the OpenPhone app. The contact profile in OpenPhone displays the following fields from Salesforce:

  • First Name
  • Last Name
  • Phone
  • Email
  • Mobile Phone*
  • Company*
  • Job Title*
  • Contact/Lead Owner*
  • Link to Salesforce record

*If it isn’t an empty field in Salesforce

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Note: Salesforce contacts don’t currently show in the OpenPhone mobile app. However, we are working to have this available as soon as possible.

OpenPhone calls are automatically logged in Salesforce so your team can save time after calls.

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If your team records your calls, the call recording URL and recording duration display in the activity description. Plus, OpenPhone automatically specifies the direction of the call in the activity subject line in Salesforce.

Call direction Subject line Description
Inbound {Inbox Name} {Phone Number} | Incoming Call | {Call Status} {Inbox Name} Call duration: {time} Answered by {Username} Recording URL {url} View conversation: {openphone url}
Outbound {Inbox Name} {Phone Number} | Outgoing Call {Inbox Name} Call duration: {time} Initiated by {Username} Recording URL {url} View conversation: {openphone url}

 

Text messages can also automatically be logged in Salesforce. The integration logs text exchanges in a group so that any messages between you and a contact within the span of an hour or less show as a single activity.

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How do I set up the Salesforce integration?

1. Go to the OpenPhone web or desktop app.

2. Select “Integrations” under the Workspace settings.

3. Select Salesforce and click “Connect to Salesforce”.

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4. If you haven’t already, log into your Salesforce account. Salesforce will ask you to confirm the Salesforce account you want to connect to OpenPhone.

5. After you confirm you wish to connect the apps, you’ll be redirected back to the integration settings in OpenPhone. From the integration settings, you will be able to configure whether you want to log calls for all numbers or specific inboxes in your workspace.

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If you have any questions about connecting OpenPhone to Salesforce, please submit a request here. We're happy to help!

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