--- title: "Salesforce overview" slug: "crm-salesforce" description: "How to integrate Voiso with the Salesforce CRM for desktop and mobile applications." tags: ["CRM", "campaigns", "Salesforce", "How to", "Tutorial", "Getting started", "click to call", "click2call", "click-to-call", "leads", "lead", "calling list", "mobile"] updated: 2026-09-11T12:18:17Z published: 2026-09-11T12:18:17Z canonical: "docs.voiso.com/crm-salesforce" --- > ## Documentation Index > Fetch the complete documentation index at: https://docs.voiso.com/llms.txt > Use this file to discover all available pages before exploring further. # Salesforce overview **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](https://appexchange.salesforce.com/appxListingDetail?listingId=a0N3u00000PrxAgEAJ&tab=e). After installing the app, contact Voiso to enable Salesforce integration for your account, then set up the integration on the **[Integrations](/v1/docs/administration-crm-integration-settings)** 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](/v1/docs/salesforce-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](/v1/docs/salesforce-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](/v1/docs/outbound-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 three 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; **Voiso Inbox**, which opens the agent's conversation list in the Voiso mobile app; and **Voiso WhatsApp**, which opens a WhatsApp conversation with a contact in the Voiso mobile app. For configuration instructions, refer to [Salesforce mobile setup guide](/v1/docs/salesforce-mobile-setup-guide). ## For agents Important 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](/v1/docs/two-factor-authentication) 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](/v1/docs/using-the-agent-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, or tap **Voiso WhatsApp** on a Lead, Contact, or Account to open a WhatsApp conversation with that contact 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. | | Voiso WhatsApp | Start or continue a WhatsApp conversation directly from a Lead, Contact, or Account record. On desktop it opens in the **Inbox** widget; from the Salesforce mobile app it opens in the Voiso mobile app. | | 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, the **Voiso Inbox** action opens the agent's conversation list, and the **Voiso WhatsApp** action opens a WhatsApp conversation with a contact. All three open the Voiso [mobile app](/v1/docs/mobile-app). See [Salesforce mobile setup guide](/v1/docs/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](/v1/docs/omnichannel-crm-contact-lookup). | Tip Refer to Step 4 of either the [Quick setup guide](/v1/docs/salesforce-quick-setup-guide#step-4-complete-configuration) or the [Detailed setup guide](/v1/docs/salesforce-detailed-setup-guide#step-4-complete-configuration) 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. ![CRM Integration Salesforce Click to Call and Call Outcome Logging Masked](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/CRM%20Integration%20Salesforce%20Click%20to%20Call%20and%20Call%20Outcome%20Logging%20Masked.gif) Related article: [Making calls](/v1/docs/salesforce-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](/v1/docs/how-to-run-a-dialer-campaign). ![Salesforce Create Campaign With Captions](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/Salesforce%20Create%20Campaign%20With%20Captions.gif) Related article: [Dialer campaigns](/v1/docs/salesforce-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. ![CRM Integration Salesforce Inbound Call Screen Pop Masked](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/CRM%20Integration%20Salesforce%20Inbound%20Call%20Screen%20Pop%20Masked.gif) Related articles: - [Making calls](/v1/docs/salesforce-making-calls) - [Dialer campaigns](/v1/docs/outbound-dialer-campaigns) - [Receiving calls](/v1/docs/salesforce-receiving-calls) ### 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. | ![Salesforce Call History Activity Task Masked](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/Salesforce%20Call%20History%20Activity%20Task%20Masked.gif) For WhatsApp conversations, see [WhatsApp interaction logging](/docs/crm-salesforce#whatsapp-interaction-logging). Related articles: - [Call History](/v1/docs/call-history) - [Making calls](/v1/docs/salesforce-making-calls) - [Dialer campaigns](/v1/docs/outbound-dialer-campaigns) - [Receiving calls](/v1/docs/salesforce-receiving-calls) ### 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. Tip 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](/v1/docs/omnichannel-workspace-overview), [Salesforce detailed setup guide](/v1/docs/salesforce-detailed-setup-guide) ### Voiso WhatsApp On a Lead, Contact, or Account, the **Voiso WhatsApp** action starts or continues a WhatsApp conversation with that contact, without leaving the record. On desktop it opens in the **Inbox** widget; from the Salesforce mobile app it opens in the Voiso mobile app. The action appears when the record holds a phone number in a field your administrator has set as eligible (see the [setup guide](/v1/docs/salesforce-detailed-setup-guide)). Clicking it lists the eligible numbers. Numbers that already have a WhatsApp conversation recorded in Salesforce are marked with a green icon and listed first, most recently active at the top. 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 — Voiso 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](/v1/docs/omnichannel-whatsapp#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](/v1/docs/administration-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. | WhatsApp | | 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](/v1/docs/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](/v1/docs/salesforce-detailed-setup-guide#step-42-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](/v1/docs/salesforce-detailed-setup-guide#step-41-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 1. Navigate to **Administration > Integrations**. 2. Select the **Salesforce** tile. 3. Open the **Settings** tab. 4. Enable **Screen Popup on Call** in the **Settings** section. ![Salesforce integration settings](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/SalesforceSettings.png) ### 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](/v1/docs/users-users) 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](/v1/docs/administration-security-access-groups) role. Also, ensure an extension is added to the [user's account](/v1/docs/users-users) 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: - [Configure an Integration User](/v1/docs/salesforce-detailed-setup-guide#step-2-configure-an-integration-user) - [Create a Permission Set](/v1/docs/salesforce-detailed-setup-guide#step-21-create-a-permission-set) - [Assign the Permission Sets to the Integration User](/v1/docs/salesforce-detailed-setup-guide#step-22-assign-the-permission-sets-to-the-integration-user) - Enable **Activity Tracking** and/or **Voiso Call History** in the integration settings in Voiso: 1. Navigate to **Administration > Integrations**. 2. Select the **Salesforce** tile. 3. Open the **Settings** tab. 4. Enable **Activity Tracking** and/or **Voiso Call History** in the **Settings** section. ![Salesforce integration settings](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/SalesforceSettings.png) ### 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](/v1/docs/outbound-dialer-campaigns). #### 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](/v1/docs/integrations-overview) has not been connected to Voiso. - The [Salesforce integration setup](/v1/docs/salesforce-detailed-setup-guide) 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](/v1/docs/basic-user-roles) enabled. - The user is [not assigned to any digital channels](/v1/docs/users-users). ### The Voiso WhatsApp action does not appear on a record **Voiso WhatsApp** is not shown on a Lead, Contact, or Account. #### Possible causes - The action has not been added to the record's page layout. See the [setup guide](/v1/docs/salesforce-detailed-setup-guide). - The **Voiso Inbox** utility item is not part of the same app. Voiso WhatsApp needs it to open the conversation. ### The action shows "No phone numbers available for this record" #### 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 user has no field-level-security read access to the eligible fields. ### The action shows a message to contact the administrator instead of a number list #### Possible causes - No phone-type field has been added to the object's eligible field set. See the [setup guide](/v1/docs/salesforce-detailed-setup-guide). ### The action shows "Unable to load phone numbers" #### Possible causes - The user has no Read access to the object, the record, or its phone fields. ### Nothing happens the first time Voiso WhatsApp is clicked in a session #### Possible causes - The **Voiso Inbox** utility item's **Start automatically** setting is not enabled. The first click of a session is lost; clicking the action again works. See the [setup guide](/v1/docs/salesforce-detailed-setup-guide). ### The user cannot start a WhatsApp conversation from a record The user clicks **Voiso WhatsApp** 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](/v1/docs/omnichannel-whatsapp#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**. Customer Relationship Management. A service for managing all your organization's relationships and interactions with customers (contacts) and potential customers. It that provides real-time agent access to customer data and previous interaction information to further personalize the customer experience. CRM integration in a contact center can lead to more personalized service, increased customer retention, and more revenue. Two-factor authentication, also called 2FA or multi-factor authentication, is a security protocol for identity verification. 2FA enhances account security by combining multiple factors, such as like passwords with unique codes, such as those provided by the Google Authenticator app. An outbound calling campaign where agents are assigned to handle calls that are automatically dialed and connected by the Voiso Dialer. Dialer handles the rate at which calls are dialed based on the number of available agents. The list of phone numbers in the campaign are pre-loaded from a CSV file or imported from a CRM. A contact record or other information that automatically displays in a CRM application when an agent connects to a call. The contact record provides additional information about the contact to aid the agent in handling the call. Voiso's CRM integration provides this capability when available from the CRM. ## Related - [CRM integration overview](/crm-integration-overview.md) - [Integrations](/administration-crm-integration-settings.md) - [Salesforce quick setup guide](/salesforce-quick-setup-guide.md) - [Salesforce detailed setup guide](/salesforce-detailed-setup-guide.md) - [Making calls](/salesforce-making-calls.md) - [Call History](/call-history.md) - [Dialer campaigns](/salesforce-dialer-campaigns.md) - [Receiving calls](/salesforce-receiving-calls.md)