This article describes how LeadDesk Talk interacts with Salesforce; how agents can set up outbound calls, how inbound calls are offered and what logic is in place.
Customer phone number management
Talk interacts through a lightning app / CTI phone in Salesforce. It searches for a match with phone numbers as listed within a Contact or Case, using the system default fields for phone numbers. (Self configured / non-default fields for phone numbers are not supported out-of-the-box.)
Outbound calls made by the agent, copy the number "as is" into Talk.
If the number is written in a local format, the number is appended by your account's default country code. If the number is written in an international format, the number is called as such.
LeadDesk Talk allows for two options of outbound calling:
- Agents can generate a call from the Contact card, or from a Case, using the number linked to the entity. The activity is automatically logged at the end of the call to either entity.
- (Optional) Agents can use the input field to add a number manually. Here the agent can either type out the number, or use a dialpad. The user can then link this call to an existing contact when the call is ongoing, or before wrapping up with the call ending reason.
Inbound calls are offered in an E.164 format.
E.164: <+><country code><area code><number>, e.g. +44 203 808 04 14
Talk searches for an exact match of that number, referring to the Salesforce contact Phone field.
The agent's interface will offer all active cases.
Reviewing your Salesforce data
To review your own Salesforce customer data, Salesforce's reporting section allows for creating custom reports and pulling data for all contacts.
Need help? Reach out to your LeadDesk Account or Customer Success Manager.
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.
Configurable app settings
Through the Salesforce Service Set Up > Channels > Phone > Open CTI > Call centers, you can configure the LeadDesk Talk lightning app.
Note: settings such as the outgoing phone number used, overall call recording functionality and call result with or without SMS messages are configured through the LeadDesk administrator portal.
- Disable number input
- True: the agent cannot enter a number manually into the dialer.
- False (default value): the agent can freely add a phone number into the dialer to reach out to a customer.
- Start call immediately after click-to-call
- True (default value): when the agent clicks on "call this number", the phone number is copied into the dialer and the call starts instantly (phone line opens / call out attempt is made).
- False: when the agent clicks on "call this number", the phone number is copied into the dialer, but the call does not yet start. The agent has to click the Call a button to start the call itself.
- Log call direction
- True (default value): after a call, the direction of the call (inbound or outbound) is added into the Activity History of the contact or case.
- False: after a call, the direction of the call is not added into the Activity History.
- Log call recording
- True (default value): after a call is made, a link to the call recording will be added into the ticket linked to the call. Access to the recording can to be configured through your LeadDesk administrator portal.
- False: the link to the call recording will not be added into the ticket.
Administrators can still review the call recording from the LeadDesk administrator portal.
- Log phonenumber
- True (default value): the contact's phone number is added into the Activity History, after the call has been ended.
- False: the contact's phone number is not added into the Activity History, after the call has been ended.
In case of a customized lightning app, this Setup section can be used to publish dynamic tags, that would push information from Salesforce into the front-end of the CTI phone (only). A practical use for this would be to push basic contact information into a SMS message template, avoiding manual labor of the agent.