---
title: "Salesforce Contact lookup"
slug: "salesforce-contact-lookup"
updated: 2026-09-03T05:42:19Z
published: 2026-09-03T05:42:19Z
canonical: "docs.voiso.com/salesforce-contact-lookup"
---

> ## 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 Contact lookup

**Who should read this article**: Administrators

CRM Contact Lookup displays Salesforce contact details in the Omnichannel Workspace without storing the information in Voiso.

## Introduction

The **CRM Contact Lookup** feature allows Voiso to retrieve and display Salesforce contact details in the Omnichannel Workspace when an inbound digital interaction is received. Contact data is not stored in Voiso. Instead, the system performs a real-time lookup using the phone number associated with the interaction and displays the retrieved details in the **Contact** panel.

### Using CRM Contact Lookup

When [enabled](/v1/docs/salesforce-contact-lookup#salesforce-integration-settings), the CRM Contact Lookup feature is integrated with the [Omnichannel Workspace](/v1/docs/omnichannel-crm-contact-lookup), allowing agents to view the Salesforce record linked to an inbound digital interaction without leaving the Voiso application.

## Configuring CRM Contact Lookup

### Prerequisites

              Note

              

The CRM Contact Lookup feature must be activated for your contact center. Contact your Voiso representative to activate it.

#### Salesforce

Salesforce must be [integrated](/v1/docs/crm-integration-overview) with your contact center. For details, see the [Salesforce overview](/v1/docs/crm-salesforce) article.

CRM Contact Lookup uses the phone number associated with an inbound digital interaction—such as a WhatsApp message—to search for a matching **Lead**, **Contact**, or **Person Account** in Salesforce. When a match is found, Voiso stores a reference to the corresponding record in Salesforce using its unique identifier.

### User Permissions

#### Admin

Users responsible for configuring Salesforce settings must have the **Edit Integrations** permission enabled in their [Security Access Group](/v1/docs/administration-security-access-groups) or hold the **Admin** role for contact centers using [basic user roles](/v1/docs/basic-user-roles).

#### Agents

Agents handling digital interactions that use CRM Contact Lookup must have the **Omnichannel Workspace Enabled** permission. They must also be assigned the appropriate [digital channels](/v1/docs/enabling-omnichannel#setting-up-an-omnichannel-agent) in their user profile.

## Salesforce Integration Settings

Once the feature is activated for your contact center, you can enable CRM Contact Lookup: go to **Administration > Integrations**, select the **Salesforce** tile, open the **Settings** tab, and select **Contact lookup**.