This article describes Salesforce functionality for LeadDesk Talk agents.
Logging in to LeadDesk Talk
Starting an outbound call
Call logs in Activity History
Call control options and recordings
Note: We'll assume that you've been granted a LeadDesk Talk agent account. Please contact your manager if you are missing access to either.
Logging in to LeadDesk Talk
From any contact in Hubspot, click on Call 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).
Starting an outbound call
Starting a call from a contact
To start a call, open up the customer contact that you'd like to address. From the contact details, click the phone icon. All numbers linked to this contact will now be presented in a dropdown menu. Click the number that you want to call to start the call. You will note that the number is now instantly copied into Talk.
Your Hubspot 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.
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.
Call and SMS logs in Activity History
Call related information
When a call is made, call data is pushed into Hubspot automatically after the call is closed. This activity is locked to your agent as always. Call related information is available as:
- Comment field: the agent's comments (if activated) 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.
- Outcome: Connected or Not connected, indicating whether or not the customer answered the call.
- Direction: the direction of the call: "Outbound".
- Duration: the length of the call, expressed as mm:ss.
Please note that Hubspot has a filter for activities. It might be so that you don't see all actions taken if you (or your administrator) have (has) unchecked a box.
Simply open a contact, navigate to "Activities", open the "Filter by" menu, and check the box that you want to show.
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.
