Overview

Spoke Phone’s Salesforce integration syncs Salesforce contacts into your Spoke Phone, and logs all calls made on Spoke Phone against the customer record in Salesforce. If you have Spoke Phone professional, employees are able to dictate call notes and follow up after calls, which are transcribed into text and also added to the customer call record in Salesforce.

Read more about the Spoke Phone Salesforce integration.

Requirements

  1. Paid Salesforce account, with API access.
  2. Spoke Phone professional account.
  3. Administrator access/rights to Salesforce.
  4. Administrator access/rights to SpokePhone.

Connecting Salesforce

  1. Go to your Spoke Phone account portal online and login.
  2. Go to settings > integrations.
  3. Scroll down to integrations and click edit.
  4. Select to add on the Salesforce card.
  5. Follow the prompts.

Data syncing

It may take a while to initially sync your contacts to Spoke Phone. Plan for roughly 1 hour per 10,000 contacts.

Contact records

  1. To find Salesforce contacts in the Spoke Phone app, go to the external directory.
  2. Search Salesforce contacts from the Spoke Phone app using the search bar at the top of the app.
  3. When a call comes into Spoke Phone, if the corresponding phone number calling is found in Salesforce, Spoke Phone will display the customer's name.
  4. If more than one person is found having that number in Salesforce, Spoke Phone will pick the first person found, and let you know there are other potential matches.
  5. You cannot edit contact records in Spoke Phone(by design). You edit contact information in Salesforce and Spoke Phone will be updated within minutes.
  6. Contacts that have multiple email addresses and phone numbers in Salesforce, will show and be searchable in Spoke with/across all the email addresses and phone numbers.

Call records / logs

  1. If you have a call from a number found in Salesforce, Spoke Phone will add a call log to that person.
  2. If more than one person is found having that number in Salesforce, Spoke Phone will pick the first person found, and add a call log to that person.
  3. Call logs will usually be added to Salesforce a couple of minutes after the call.
  4. If the Spoke Phone user is also a Salesforce user, call logs will be recorded in Salesforce against their account. This requires that the email address for the user in both Spoke Phone and Salesforce be the same.
  5. If the Spoke Phone user is not also a Salesforce user, call logs will be recorded against the default Salesforce user that you selected during the initial Salesforce integration setup.

Call notes and follow up

  1. If a Spoke Phone user dictated follow up notes after a call, the notes will be transcribed into text and available in the call log for that customer in Salesforce.
  2. Transcribed call notes will usually be added to Salesforce a couple of minutes after the call.

Formatting phone numbers

  1. Phone numbers in Salesforce need to be in the correct format.
  2. For numbers in other countries, ensure Salesforce users follow the best practice of adding international dialing code in the E164 format. Eg: +61, +1, etc.
  3. If phone numbers in Salesforce do not have an international dialing code, Spoke Phone will dial the number as though it is a local number to your Spoke Phone account. If your Spoke Phone account is based in Australia, Spoke Phone assumes that all non-E164 format numbers in Salesforce are Australian numbers.
  4. Spoke Phone will attempt to fix bad formatting on phone numbers you have stored in Salesforce. For instance, adding country codes, inserting local dialing prefixes, etc. If Spoke Phone is unable to fix the formatting, you will need to fix the number in Salesforce.

Call reporting

  1. If you have Salesforce reporting enabled, you will see Spoke Phone calls correctly logged against your Salesforce users.
  2. This requires the Spoke Phone user to be a Salesforce user, with the same email address used in both Spoke Phone and Salesforce.
  3. Calls with Spoke Phone users who are not Salesforce users will be logged against the default Salesforce account that you selected during the initial setup.

Known limitations

  1. Leads in Salesforce are a separate database to Salesforce Contracts. Only Salesforce contacts show in Spoke Phone. Most Salesforce users recommend adding 'Leads' as 'Contacts' in Salesforce and do not use the Salesforce Leads section.
  2. Calls from unknown callers do not create new contact records in Salesforce. This feature will be added soon.
  3. If multiple Salesforce records have the same number, you cannot yet pick which actual person it is on the call. 
  4. Call recording files (audio files) or links are not yet added to the Salesforce call record. This is a security issue for some customers, and we will resolve it in the future by adding more security options.
  5. If you add additional voice notes to a call in Spoke Phone at a later date, they will not be added to Salesforce yet. 
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