Who should read this article: Administrators
How to integrate Voiso with the Salesforce CRM.
Introduction
Voiso integrates with the Salesforce CRM by using an app that you install from the Salesforce AppExchange marketplace. After installing the app, contact Voiso to enable Salesforce integration for your account, then set up the integration on the Integrations page.
We provide two articles to guide you through the process of setting up your Salesforce integration. Choose the one that is right for you:
- The Quick setup guide is for readers who are very familiar with Salesforce and do not require detailed steps to perform actions such as creating permission sets in Salesforce, adding elements to the Utility Bar, or creating call center definition files.
- The Detailed setup guide provides all the steps you need to complete the integration, including ample screenshots to guide you through the process.
For administrators
The Voiso Salesforce integration enables administrators to build calling lists using Campaign objects in Salesforce and automatically import them into Voiso Dialer campaigns. This capability enables you to create a campaign that runs continuously – the campaign can automatically pause when there are no available agents or no available contacts, then resume as agents come on-line and new contacts are added to your list of leads.
Mobile
Administrators can add two Voiso actions for the Salesforce mobile app: Voiso Call, which places a call from a phone number on a record through the Voiso mobile app, and Voiso Inbox, which opens the agent's conversation list in the Voiso mobile app.
For configuration instructions, refer to Salesforce mobile setup guide.
For agents
If your contact center uses two-factor authentication (most contact centers), also known as 2FA or multi-factor authentication, agents must complete the 2FA setup process prior to the first time they sign-in to their Voiso account on Salesforce.
Desktop
The Voiso Salesforce integration gives agents two widgets in the Salesforce Utility Bar:
- The Phone widget opens the Voiso Agent Panel: agents can click any dialable number in Salesforce to make calls, view the call outcome in the call details, take part in Voiso Dialer Campaigns whose calling list comes from Salesforce, and receive a Screen Pop of the matching record while handling a call.
- The Inbox widget opens the Voiso Omnichannel Workspace: agents can handle WhatsApp conversations alongside calls, without leaving Salesforce.
Mobile
Agents can place calls directly from a record in the Salesforce mobile app using the Voiso mobile app on iOS and Android.
When a call is initiated, Salesforce automatically hands the call off to Voiso for routing and call handling.
After the call ends, a call log is automatically added to the record, including call details such as duration, disposition, wrap-up code, queue, recording link, and other call metadata, providing the same call tracking experience available on desktop.
Agents can also tap Voiso Inbox on a record to open their conversation list in the Voiso mobile app.
Features
The Voiso Integration app for Salesforce enables the following CRM features:
| Feature | Description |
|---|---|
| Click-to-call | Agents initiate calls in Salesforce by clicking any dialable number instead of manually dialing the number. Supported in both the Salesforce desktop application and Salesforce mobile app when the Voiso mobile app is installed and signed in. |
| Calling List Import | Voiso pulls selected contact phone numbers directly from the Salesforce org database for Dialer campaigns. |
| Screen Pop | The contact record automatically pops up in Salesforce org search when an agent handles a call in Voiso. |
| Call History | Call details are automatically transmitted to the Salesforce org database after a call. On mobile devices, calls initiated from the Salesforce mobile app are automatically logged to the associated Lead record with the same call details available for desktop calls. |
| Phone widget | Open the Voiso Agent Panel in Salesforce by clicking the Phone widget in the utility bar. |
| Inbox widget | Open the Voiso Omnichannel Workspace in Salesforce by clicking the Inbox widget in the utility bar. The inbox enables agents to handle WhatsApp conversations and voice calls. |
| WhatsApp chat button | Open a contact's WhatsApp conversation, or start one from a template, directly from a Lead, Contact, or Account record. The conversation opens in the Inbox widget. |
| WhatsApp interaction logging | Each WhatsApp conversation handled in the Inbox widget is recorded on the matching Lead or Contact, with the transcript and any files exchanged stored in Salesforce. |
| Mobile | On the Salesforce mobile app, the Voiso Call action places a call from a phone number on a record, and the Voiso Inbox action opens the agent's conversation list. Both open the Voiso mobile app. See Salesforce mobile setup guide. |
| CRM Contact Lookup | The Inbox widget shows the matched Salesforce contact's name, company, job title, and a link to the record. See CRM Contact Lookup. |
Refer to Step 4 of either the Quick setup guide or the Detailed setup guide for information about configuring these features.
Click-to-call
Agents can dial contact numbers directly from Salesforce by clicking any dialable number. This feature enables agents to make calls without manually dialing the number or copying and pasting a number into the dial pad, and without leaving Salesforce to call from another application.
Related article: Making calls
Calling list import
This feature enables you to import calling lists from Salesforce to Voiso. First create a Campaign in Salesforce, add Leads or Contacts, then use the Campaign as a data source in the Voiso Dialer campaign builder.
Related article: Dialer campaigns
Screen pop
When a call is routed to an agent, Voiso displays the relevant Salesforce objects, such as cases and contact records, in Salesforce.
Related articles:
Call history
Call history adds information from Voiso about the call to the activity task in Salesforce. The following Voiso call details can be included in the call activity task:
| Field | Description | Example |
|---|---|---|
| Entry Name | A description of the call. | Inbound call from 1234567890 |
| Record type | The call type. | Click-to-call Outbound Call |
| Lead's Phone | The ANI or DNIS of the contact. | A 10-digit phone number. |
| Call Center Phone | The phone number of your contact center. | A 10-digit phone number. |
| Disposition | The call outcome assigned by Voiso. | answered |
| End reason | The system reason that the call ended. | Customer disconnect |
| Call Recording | A link to the call recording in the Call Detail Records. | A URL. |
| Call UUID in Voiso | The unique identifier of the call in the Voiso Call Detail Records | A 36-digit identifier. |
| Start Time | The date and time that the call started. | 31/03/2025, 5:28 pm |
| End Time | The date and time that the call ended. | 31/03/2025, 5:35 pm |
| Duration in Seconds | The length of the call in seconds. | A floating point value. |
| Duration | The length of the call. | A time in minutes and seconds, such as 02:39. |
| Owner | The name of the Salesforce user who owns the call. | A Salesforce user name with a link to the user's profile. |
| Last Modified By | The name of the Salesforce user who most recently modified the call record, along with the date and time the call record was last modified. | A Salesforce user name with a link to the user's profile followed by a timestamp, such as "User Name 31/03/2025, 5:35 pm". |
| Queue | If the call was inbound, the name of the queue that routed the call | My queue |
| Flow | If the call was inbound, the name of the Flow that routed the call | My flow |
| Wrap-Up Code | The wrap-up code selected by the agent during after call work. | Sale made |
| Description | A short summary that combines key call details from the above fields. | |
| Related Module | The Salesforce record ID the call is associated with. For example, for inbound calls, this may be the ID of a matched Lead, based on screen pop logic. For outbound calls, it may be the ID of the record from which the click-to-call was initiated. | The 15- or 18-character ID of the Salesforce record. |
For WhatsApp conversations, see WhatsApp interaction logging.
Related articles:
Inbox widget
The Inbox widget opens the Voiso Omnichannel Workspace inside the Salesforce Utility Bar, next to the Phone widget. Agents handle WhatsApp conversations there, along with voice calls, and use it exactly as they would in Voiso. Routing, transfers, wrap-up codes, and agent status all follow your Voiso configuration.
The Inbox widget handles voice calls as well as WhatsApp. If your agents take calls there, disable the Phone widget — otherwise it stays in the Utility Bar unused.
The Utility Bar button shows the agent's unread message count, for example Voiso Inbox (3), and clears as the agent opens the conversations.
Related articles: Omnichannel Workspace, Salesforce detailed setup guide
WhatsApp chat button
On a Lead, Contact, or Account, the WhatsApp chat button opens a WhatsApp conversation with that contact in the Inbox widget. The button appears when the record holds a phone number in a field your administrator has set as eligible (see the setup guide). Clicking it lists the eligible numbers and marks the ones with an earlier WhatsApp conversation recorded in Salesforce.
If the agent already has an open conversation with the selected number, it opens ready for a reply. Otherwise — the conversation belongs to another agent, or there is no open conversation — the button opens a template message to start one, with the contact's number filled in as the recipient. Starting a conversation this way needs the agent to have a WhatsApp outbound channel assigned to them (see Enabling WhatsApp outbound messaging).
A number that is already in an open conversation with a different agent cannot be messaged from here.
Related article: Message templates
WhatsApp interaction logging
When Log digital conversations is enabled for the Salesforce integration, Voiso records each WhatsApp conversation handled in the Inbox widget on the matching Lead or Contact. A Voiso Omnichannel History record and a linked activity task are created when the conversation is assigned to an agent, and completed when it is archived.
Each record captures the following details:
| Field | Description | Example |
|---|---|---|
| Entry Name | A description of the conversation. | WhatsApp – Inbound |
| Channel | The messaging channel. | |
| Direction | Whether the conversation was inbound or outbound. | Inbound |
| Contact Identifier | The customer's identifier on the channel. | A WhatsApp phone number. |
| Agent | The agent who handled and closed the conversation. | A {{variable.BrandName}} agent name. |
| Start Time | The date and time that the conversation started. | 31/03/2025, 5:28 pm |
| Duration | The length of the conversation. | |
| Disposition | The conversation outcome assigned by {{variable.BrandName}}. | archived |
| Wrap-Up Code | The wrap-up code the agent selected for the conversation. | Sale made |
| Transcript | The full text of the conversation. A long transcript is shortened, with a link to the rest in {{variable.BrandName}}. | |
| Transfer History | The agents and queues that handled the conversation, in order, if it was transferred. | |
| CDR Link | A link to the conversation in the {{variable.BrandName}} Call Detail Records. | A URL. |
Files exchanged in the conversation are attached to both the Lead or Contact and the Omnichannel History record. Conversations that Voiso cannot match to a Lead or Contact are not recorded.
Related article: Call History
Troubleshooting
Here are solutions to common problems you might encounter with the Voiso/Salesforce integration.
Softphone is missing or hidden in the Utility Bar
The Voiso Phone button is not displayed in the Salesforce Utility Bar.
Solution
Add the Voiso Phone component to the Lightning application Utility Bar. Refer to Add the Voiso Phone Component to the Utility Bar in Salesforce.
The Call Center record does not exist
The Voiso Call Center is not available when the user navigates to Salesforce.
Solution
Import the Call Center Definition File into Salesforce. Refer to Set Up a Call Center in Salesforce.
Screen pop does not work
The contact record does not screen pop when the user handles a call.
Solution
- Navigate to Administration > Integrations.
- Select the Salesforce tile.
- Open the Settings tab.
- Enable Screen Popup on Call in the Settings section.
Click-to-call does not work
The call is not dialed in Agent Panel when the user clicks a number in Salesforce.
Solution
Add an extension to the user's account in Voiso.
Click-to-call is logged as an outbound call
A call dialed using click-to-call is logged as an outbound call instead of click-to-call.
Solution
Enable the Allow Click-to-Call option in the user's security access group role. Also, ensure an extension is added to the user's account in Voiso.
Calls are not logged
Calls are not logged in Salesforce.
Solution
-
Ensure the integration user is properly configured in Salesforce. Assign both Voiso Integration User Permission Sets to the integration user. Refer to:
-
Enable Activity Tracking and/or Voiso Call History in the integration settings in Voiso:
- Navigate to Administration > Integrations.
- Select the Salesforce tile.
- Open the Settings tab.
- Enable Activity Tracking and/or Voiso Call History in the Settings section.
The record owner is assigned incorrectly
Call records are not being assigned to the correct user.
Solution
Ensure the user has signed in to the Voiso softphone in Salesforce using their Voiso credentials.
Salesforce campaigns do not display in the Calling List menu
When creating a campaign that imports contacts from Salesforce, the Salesforce campaign name does not appear in the Calling List menu of the Voiso Dialer campaign.
Solution
The user creating Dialer campaigns must sign in to both Voiso and Salesforce using the same email address.
Inbox displays an integration error
The Voiso Inbox widget displays an integration error message in the Salesforce utility bar.
- The Salesforce integration has not been connected to Voiso.
- The Salesforce integration setup is incomplete.
Solution
Complete the Salesforce integration configuration before using Voiso Inbox.
Omnichannel Workspace does not load
The user clicks the Inbox widget, but the Omnichannel Workspace fails to load.
Possible causes
- The user is not signed in to Voiso.
- The Salesforce integration is not connected to the correct Voiso contact center.
- Network or browser restrictions are preventing the embedded workspace from loading.
Unread message counter is not displayed
The Inbox widget should display the number of unread messages associated with the user's account.
Possible causes
- The user has no active unread interactions.
- Voiso Inbox has not been added correctly to the Utility Bar.
- The component has not finished loading.
Agents can access voice calls but not digital interactions
The Inbox widget is displayed in the Salesforce Utility bar but the Omnichannel workspace does not display correctly and the user cannot access any digital interactions.
Possible causes
- The user's Voiso account does not have Omnichannel Workspace permissions enabled.
- The user is not assigned to any digital channels.
The WhatsApp chat button does not appear on a record
The WhatsApp chat button is not shown on a Lead, Contact, or Account.
Possible causes
- The record has no phone number in an eligible field.
- The field that holds the number is not in the eligible set.
- The button has not been added to the record page. See the setup guide.
The user cannot start a WhatsApp conversation from a record
The user clicks the WhatsApp chat button for a contact they have no open conversation with, but no template message opens, or it opens and cannot be sent.
Possible causes
- The user has no WhatsApp outbound channel assigned to them. See Enabling WhatsApp outbound messaging.
- The recipient's number is already in an open conversation with another agent.
WhatsApp conversations are not recorded on the record
WhatsApp conversations handled in the Inbox widget do not appear on the matching Lead or Contact.
Solution
Turn on Log digital conversations for the Salesforce integration: in Voiso, go to Administration > Integrations > Salesforce > Settings.