This article describes Salesforce functionality for LeadDesk Talk agents.
Logging in to LeadDesk Talk
Taking an inbound call
Starting an outbound call
Call and SMS logs in Activity History
Sending out SMS
Call control options and recordings
Note: We'll assume that you've been granted a LeadDesk Talk agent account and that you've been granted access to the Salesforce lightning app. Please contact your manager if you are missing access to either.
Logging in to LeadDesk Talk
From your Salesforce toolbar, open the app by clicking on the LeadDesk button. A pop-up will present you with the login screen. Here you can either log in with your username and password, or if instructed by your manager, use the Microsoft / Google Single Sign On button underneath.
Forgot your LeadDesk password? Not a problem! Underneath the Log in button, you'll find a Forgot your password link (not available for SSO users).
Taking an inbound call
When you've logged in, you will not instantly get inbound calls pushed towards you.
The timer on the Start / Stop indicates how long you've been available for inbound calls. |
Calls waiting in queue for service are offered to agents as:
- The agent(s) with the highest inbound skill points will receive the call first.
- If there are several agents with the same amount of inbound skill points, the agent with the longest idle time will receive the call first.
When the call lands with you:
- A ringtone will be audible in your headset,
- Talk will pop open, showing the customer's phone number,
- Talk will show all known Salesforce contacts who have this phone number listed in their contact details. Note: a phone number can be linked to more than one contact.
- You can freely click through the different contacts to review their cases.
- You can use Create new contact if this concerns a new customer.
- You can use Skip to not connect the call to a contact (optional).
- Once the call disconnects, the call will be linked to the contact that you have selected in Talk.
If you did not yet select a contact, you will have to make your choice before continuing to the next call - you will not be offered a new inbound call until this is done.
- You will be able to Reject or Answer the call with the call control buttons,
- Clicking the Answer button will instantly open the phoneline.
- Clicking the Reject button will not have any impact for the customer. The call will be moved to the next available agent. If you are the only available agent, the call will come back to you after 20 seconds.
Once you've ended your call and made your ticket selection, the call will be automatically logged to the ticket. See call logs in contact / case.
Starting an outbound call
Starting a call from a case
To start a call, open up the customer case that you'd like to address. From the case's contact details, click the phone number to generate the call. The number should be visible as a clickable link (blue text, having a small phone icon in front).
In Talk, you will note how it show's Contact linked. It will visualize the contact's (first and last) name, followed by the case ID.
Note: the phone number needs to be linked to the case itself. This cannot be the contact's phone number. Clicking a contact related phone number will result in a error telling you to use the number matched with the case. This is expected behavior, as the call needs to be logged in the case's activity history.
Your Salesforce administrator can set whether or not the call instantly starts when the Call button is pressed. If not instantly started, use the green Call button to initiate the call. Note how the linked ticket shows in the Talk menu.
Starting a call from a contact
From the customer's contact card, click the phone number in the contact details. This time around you will note that the Contact linked refers to the contact itself, rather than the case ID. The call activity will now be logged in the contact's activity overview, rather than the case activity history.
Once you've ended your call, the call will be automatically logged in the case's or the contact's activity history. See call logs in case / contact activity history.
Sending out SMS
If your administrator has set up sending out SMS, either for an unanswered call, or linked to a call result, you will be able to review and modify its content before sending it out. SMS message templates can automatically pick up values from case related fields, e.g., first name, last name, annotation, case ID and more. |
Call and SMS logs in Activity History
Call related information
When a call is made, call data is pushed into Salesforce automatically after the call is closed. This activity is locked to your agent as always. Call related information is available as:
- Related to: if a case was selected, the case ID is visible here.
- Subject: the direction of the call and the call result selected by the agent.
E.g., "Outbound: Callback", or "Inbound: Case resolved". - Name: the name of the contact
- Due date: the date of the call.
- Comments: the customer's phone number, followed by the direction of the call, call result and (optional) a link to the call recording. E.g., +3584012345678 Outbound: Callback https://rec.leaddesk.com/.../roel.vanderknoop-3584012345678-20230101-1200-134000.mp3
Note: access to call recordings can be limited in a variety of ways. Even though you might be able to see the link does not mean that you have access.
SMS related information
- Related to: if a case was selected, the case ID is visible here.
- Subject: SMS (static text)
- Name: the name of the contact
- Due date: the date of the call.
- Comments: the content of the SMS as it was sent to the customer.
Call control options and recordings
During a call, you will have various call control buttons available:
- Call recording toggling
- On-hold and mute
- Divert options: internal or external divert, either via assisted or blind transfer.
To learn more, please refer to our Talk articles.