Salesforce

Introduction

CX supports an integration with Salesforce Lightning to enable data and actions to be passed between the softphone and Salesforce.

This integration increases efficiency in agent operation by automating lookups/screen-pops in Salesforce, as well as allowing the user to click on any phone number field in Salesforce and have this be passed to CX to make the outbound call.

Note, the Salesforce adapter is highly customisable, so your implementation of CX may extend this base functionality.

Salesforce is retiring Open CTI, the technology behind this integration, on 28 February 2028 - see the Salesforce integration overview for details, or contact your administrator.

Login Procedure

To login to CX, visit the Application within the Salesforce page that has been configured with CX softphone, such as the 'Service Console'.

Select the 'Softphone' on bottom left - this will load the CX softphone, and your normal login operational will commence.

Screenpop on CLI Match

When an Inbound Voice interactions is pushed to CX, by default Salesforce will search for a matching customer record, based on the inbound customer's phone number (CLI) - if one exists, it will be loaded in a Salesforce tab.

An inbound interaction with a matched CLI Contact record will appear.

Screenpop on Custom Attribute

If configured within your CX instance, custom screens may be loaded, instead of the basic contact record. For instance, a case may be created, linked the calling customer, and displayed in the screenpop.

Outbound Click to Call

So long as there isn't already an active call, selecting any phone number field within Salesforce will trigger CX to outbound dial that phone number.

Once the call is connected, the standard connected call window is displayed.