Salesforce detailed setup guide

Who should read this article: Administrators

This guide is for Salesforce administrators who require a full set of steps to configure objects in Salesforce related to integrating with third-party applications.

Introduction

Integrating Voiso and Salesforce is a straightforward process:

1. Install the Voiso Softphone Package from the Salesforce AppExchange.
2. Configure an integration user.
3. Create and assign a permission set to the integration user.
4. Connect Voiso to your Salesforce org.
5. Configure and embed the Voiso softphone (Agent Panel) or Inbox (Omnichannel Workspace) inside Salesforce.
6. Set up a call center in Salesforce.
7. Add the Voiso phone or inbox component to the Salesforce Utility Bar.
8. Configure the Voiso call logging and history features.

Prerequisites

Ensure that the following prerequisites are in place before beginning integration with Salesforce:

1. The Salesforce CRM integration is activated for your contact center.
2. Your agents and other users use Salesforce Lightning Experience.
3. For users who create Dialer campaigns and import calling lists from Salesforce, ensure their account email addresses are the same in both Voiso and Salesforce.
4. The edition of Salesforce organization you are using has API access available and active.
5. Your administrator's Salesforce user account must have REST API Enabled permissions and Administrator privileges set.

Integration

Follow these numbered steps to set up, configure, and connect Voiso to Salesforce.

Step 1: Install the Voiso Softphone Package from AppExchange

Click the link in step 1 of the Salesforce CRM settings section to open the Voiso Softphone Package page on the Salesforce AppExchange.

1. Log in to Salesforce if you are not already logged in, then click Get It Now to launch the app installation process.
   
2. Select the Salesforce account associated with your contact center. The application displays a list of Trailblazer accounts that have the Manage Billing permission set.
3. Choose one of these options:
   1. Install in a Production Environment: Install the integration app in your Voiso contact center where agents can access the Salesforce integration features to handle interactions.
   2. Install in a Sandbox: Install the integration app in a test environment in Salesforce before exposing the Salesforce integration to your agents in a production environment.
4. For installation in a production environment, select the connected Salesforce Account from the drop-down menu.
   
5. Review and confirm the installation details.
   1. Voiso provides Trusted URL settings as part of the softphone package. Voiso recommends allowing your Salesforce organization to interact with URLs in Voiso during the package installation. These settings can be reconfigured later to be more restrictive if needed.
   2. Read and agree to the terms and conditions from Salesforce.
   3. Click Confirm and Install.
      
6. Choose to install the Voiso application for Admins only, all users, or specific profiles, then click Install.
   
7. When the Installation Complete! page is displayed, click Done.
   
8. You can manage the Voiso application in the Installed Packages page.
   

Step 2: Configure an Integration User

Grant the required permissions to the integration user by creating your own permission set, as recommended by Salesforce, or by modifying an existing user profile. Refer to Step 2.1 for details.

Follow these steps in Salesforce org to create a Platform Integration User:

Step 2.1: Create a Permission Set

Perform the following steps:

1. From Setup, use the Quick Find box to search for Permission Sets, then select Permission Sets.
2. Click New.
   
3. Enter a label, such as Voiso Integration User (System & User Permissions) and enter an API name, such as VoisoIntegrationUser.
   
4. Click Save. The system automatically redirects you to the created Permission Set overview page.
   
5. Click System Permissions in the System section.
   
6. Click Edit at the top of the page.
   
7. Select the following options:
   1. Apex REST Services (Voiso uses the Apex REST Endpoints for both the Call Logging feature and authentication).
      
   2. Customize Application (Voiso uses Custom Settings to cache static Voiso call center settings in your org).
      
8. Save your Permission Set.
   

Step 2.2: Assign the permission sets to the Integration User

Voiso provides a Voiso Integration User Permission Set that grants access to the Call History feature. In this step, assign both the provided Voiso permission set and the one you created in Step 2.1 to the Integration User.

Perform the following steps:

1. From Setup, use the Quick Find box to search for Users, then select Users.
2. In the list of users, locate your integration user, then click their name to access the User Record Details page.
   
3. Scroll down to the Permission Set Assignments section, and click Edit Assignments.
   
4. In the Permission Set Assignment form, from the Available Permission Sets list, select the following Permission Sets:
   1. Voiso Integration User
   2. The custom permission set you created in Step 2.1 (for example, Voiso Integration User (System & User Permissions)).
5. Click Add. Verify both selected Permission Sets are in the Enabled Permission Sets column, then click Save.
   
6. Verify that both permissions are in the Permission Set Assignments section.
   

Step 3: Connect Voiso to Salesforce org

From the Voiso navigation bar, select Administration > Integrations.

Follow these steps to connect Voiso to Salesforce org:

1. In the Integrations page, click Connect on the Salesforce tile.
2. Review the About and Prerequisites sections and ensure all prerequisites are met in your contact center.
3. Click Connect.
4. In the Integration setup panel, click either Connect to Salesforce or Connect to Salesforce Sandbox, depending on your choice in step 1.
5. Follow the on-screen instructions.
6. When the Voiso Allow Access? page displays, click Allow to complete the connection.

The following video walks you through the integration process.

Select features

After the integration process is complete, the Settings tab is available on the Salesforce page.

You can choose to enable or disable the following integration features in Step 4:

Step 4: Complete configuration

In this step you configure the embedded softphone component into Salesforce.

• First, set up a Call Center by importing a Call Center Definition file. The information in the Call Center Definition files supports the integration of Salesforce CRM Call Center with Computer Telephony Integration (CTI) vendors like Voiso.
• Then, add the Voiso softphone directly into the Salesforce Utility Bar to enable agents to handle interactions without leaving the Salesforce UI.
• Finally, configure the Voiso contact center features you want to use.

Step 4.1: Set up a call Center in Salesforce

Follow these steps to set up a call center in Salesforce Lightning:

Create a Call Center Definition file
In a text editor, create a new .xml file, then paste the following contents into the file and save it with an appropriate name:

<callCenter>
    <section sortOrder="0" name="reqGeneralInfo" label="General information">
        <item sortOrder="0" name="reqInternalName" label="Internal name">VoisoPhoneCTI</item>
        <item sortOrder="1" name="reqDisplayName" label="Display name">VoisoPhoneCTI</item>
        <item sortOrder="2" name="reqAdapterUrl" label="Container URL">https://my-domain--c.container.force.com</item>
        <item sortOrder="3" name="reqVoisoClusterUrl" label="Voiso Cluster URL">https://yourcc.voiso.com</item>
        <item sortOrder="4" name="reqUseApi" label="Use Open CTI API">true</item>
        <item sortOrder="5" name="reqSoftphoneHeight" label="Voiso Phone height">472</item>
        <item sortOrder="6" name="reqSoftphoneWidth" label="Voiso Phone width">264</item>
        <item sortOrder="7" name="reqSalesforceCompatibilityMode" label="Compatibility Mode">Lightning</item>
    </section>
</callCenter>

Import the Call Center Definition file into Salesforce

1. Navigate to Setup.
2. Use Quick Find to search for Call Center, then select Feature Settings > Service > Call Center > Call Centers.
3. Click Import.
4. In the Call Center Import panel, click Choose File, then select the Call Center Definition file that you created.
5. Click Import.
6. In the Call Center Detail panel, next to your contact center, click Edit.
   1. Modify the Voiso Cluster URL by replacing:
      https://yourcc.voiso.com
      with your fully qualified Cluster URL. For example, https://cluster.voiso.com.
   2. Modify the Container URL by replacing:
      https://my-domain--c.container.force.com
      with your fully qualified Container URL. For example, commerce2-dev-ed--c.develop.container.force.com.
      To generate the container URL, open a Salesforce page, then paste location.origin.replace('.', '--c.').replace('.lightning.', '.container.') into your browser's developer console and press Enter.
      
   3. Click Save to return to the Call Center Detail panel.
7. To add users, click Manage Call Center Users, then click Add More Users.
8. On the Search for New Users view, specify search criteria (optional) then click Find.
9. From the search results, select the users to be added, then click Add to Call Center.
10. You can manage users any time by using the Salesforce Manage Users view for your call center.

Step 4.2: Add the Voiso Phone component to the Utility Bar in Salesforce

The Voiso Integration app enables agents to handle interactions without leaving the Salesforce UI. Use the following procedure to add the Voiso softphone directly into the Salesforce Utility Bar:

1. Navigate to Setup.
2. Use Quick Find to search for Apps, then select App Manager.
3. Choose the Salesforce Lightning app to which you want to add the Voiso softphone. For example, LightningSales.
4. From the menu, select Edit.
5. Navigate to the Utility Items (Desktop Only) panel, then click Add Utility Item.
6. Use Search to find the Voiso Phone in the Custom - Managed section, then select it.
   
7. In the Voiso Phone component, specify the following settings:
   • Label: Voiso Phone (or any other label you choose)
   • Icon: Select a call icon of your choice (any icon is supported)
   • Panel Width: 264 (264 to 360 is supported)
   • Panel Height: 472 (472 to 600 is supported)
   • Enable Start automatically (it's required for Click-to-Call and receiving inbound calls).
     
8. Click Save.

Step 4.3: Add the Voiso Inbox component to the Utility Bar in Salesforce

The Voiso Inbox component embeds Omnichannel Workspace directly inside Salesforce, providing access to digital interactions and voice calling from a single Salesforce workspace.

1. In App Manager, select the Salesforce Lightning app to which you want to add Omnichannel Workspace, then click Edit.
2. Add the Voiso Inbox component as a Utility Item with the following parameters:
   • Label: Voiso Inbox (or any other label you choose)
   • Icon: Select an icon of your choice (any icon is supported)
   • Panel Width and Panel Height: The Omnichannel Workspace is responsive, so any size you set works — choose whatever fits your Salesforce environment.
   • Enable Start automatically — without it, the Inbox doesn't load until the agent opens it, so the first call or conversation of the session can be missed.

3. Click Save.

No additional URL configuration is required. The Omnichannel Workspace URL is automatically derived from the connected Voiso cluster during Salesforce integration setup.

If Salesforce has not yet been connected to Voiso, opening the component displays a message indicating that integration setup must be completed before Omnichannel Workspace can be used.

The Inbox widget uses the Voiso User permission set — the same one you assign for Call History — and each agent's Voiso account must have Omnichannel Workspace access.

If your Voiso cluster is not on a *.voiso.com domain, add a CSP Trusted Site for the cluster URL:

1. In Salesforce, navigate to Setup.
2. Use Quick Find to search for CSP Trusted Sites, then select it.
3. Click New Trusted Site and enter a name and the cluster URL (for example, https://cluster.example.com).
4. Under CSP Directives, enable frame-src.
5. Click Save.

Without this, the Inbox widget cannot load.

Step 4.4: Add Voiso WhatsApp to Lead, Contact, and Account

The Voiso WhatsApp action lets agents start or continue a WhatsApp conversation with a customer directly from a Lead, Contact, or Account record. On desktop the conversation opens in the Inbox widget; from the Salesforce mobile app it opens in the Voiso mobile app.

The Voiso package includes the Voiso WhatsApp action for Lead, Contact, and Account. Add it to the page layouts your agents use:

1. Navigate to Setup.

2. Use Quick Find to search for Object Manager, then select it.

3. Select Lead.

4. Open Page Layouts, then edit the layout your agents use.

5. Add the Voiso WhatsApp action to the layout's actions, alongside the other Voiso actions.
   

6. Click Save.

7. Repeat for Contact and Account.

For the action to work, the Inbox utility item must have Start automatically enabled (see Step 4.3) and must belong to the same Lightning app as the records where the action appears.

Choose which phone fields are eligible. When an agent clicks Voiso WhatsApp, the action lists the phone numbers on the record that can be used for WhatsApp. It reads these from the Voiso Omnichannel Phones (WhatsApp) field set on each object. By default the field set includes:

• Lead — Mobile, Phone
• Contact — Mobile, Phone, Other Phone
• Account — Phone

To change which fields are offered, open Setup > Object Manager, select the object, open Field Sets, and edit Voiso Omnichannel Phones (WhatsApp). Only Phone-type fields work — a number kept in a text field does not appear. Field-level security still applies: an agent with no read access to a field never sees its number.

Enable Screen pop

To enable screen pop for agents follow these steps:

1. Navigate to Administration > Integrations, and select the Salesforce tile.
2. Click the Settings tab.
3. From the Screen popup on Call menu, select one of the following options:
   
   • Disabled: Screen popup is not enabled.
   • Open global search: All objects related to the inbound phone number, such as Leads, Tasks, Contact record, and so on, are displayed on the Global search page. The agent selects which object or record to view.
   • Open matching record: Screen-pop the exact matching record, based on the following module priority:
     • Accounts
     • Contacts
     • Leads
4. Click Save.

Enable Call History

Unlike the Track Activities feature, Call History is not associated with records by lookup relationships. Call History can be added to any Record Details page using the App Builder. The component collects and displays call history based on available phone fields, sorted by call start time.

Follow these steps to enable Call History:

1. Navigate to the Salesforce application your org users use for work (for example, Sales or Service).
2. Using the navigation at the top of the page or the Application menu, navigate to the Salesforce Object with the records you want to use for Click-to-Call and Call History.
3. Navigate to any existing record in the selected object, such as a contact record.
4. Click the gear icon at the top right corner of the page.
5. Click Edit Page on the popup box that is displayed to navigate to the Record Details page.
6. To add the Voiso Call History Related List component to the page, find it in the component list on the left side menu.
7. Drag-drop it onto the page canvas. Tip: Voiso recommends experimenting with different locations on the page to find the best location for your environment. Save your change then select Activation.... Assign it as "Org Default" and make it available for "Desktop".
8. Navigate to Setup by clicking the gear icon and then selecting Setup.
9. In the Quick Find box, enter Permission Sets, then select Permission Sets.
10. In the Permission Sets list, find Voiso User, then navigate to it by clicking on its label.
11. Click Manage Assignments at the top of the page.
12. Click Add Assignment to display a list of users to whom this set of permissions can be assigned.
13. Select the users to whom you want to assign the permission set.
14. Click Next, then click Assign.

To enable Call History, navigate to Administration > Integrations, and select the Salesforce tile. Click the Settings tab, select Enable Voiso Call History, then click Save.

Enable digital conversation logging

When Log digital conversations is enabled, Voiso records each WhatsApp conversation handled in the Inbox widget on the matched 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. The record holds the conversation details, the transcript, and any files exchanged; files are also attached to the Lead or Contact.

Conversations that Voiso cannot match to a Lead or Contact are not recorded.

Add the Voiso Omnichannel History component

Add the component to the record pages of each object your agents work with (Lead, Contact, and Account), the same way you added the Call History component:

1. Navigate to any existing record of the object, such as a contact record.
2. Click the gear icon at the top right corner of the page, then click Edit Page.
3. In the component list on the left, find the Voiso Omnichannel History component.
4. Drag it onto the page canvas. Tip: Voiso recommends experimenting with different locations on the page to find the best location for your environment.
   
5. Save your change, then select Activation.... Assign it as "Org Default" and make it available for "Desktop".
6. Repeat for each object your agents work with.

The Omnichannel History component uses the same Voiso User permission set as Call History. If you have not already assigned it (see Enable Call History), do so now.

Turn on logging

Navigate to Administration > Integrations, and select the Salesforce tile. Click the Settings tab, select Log digital conversations, then click Save.

Enable Track Activities

The Track Activities feature is enabled by default. For Activities to link to records, define which objects handle external contacts and store phone numbers. To manage this feature, navigate to Administration > Integrations, and select the Salesforce tile. Click the Settings tab, select or deselect Track Activities, then click Save.

Enable Contact Lookup

Contact lookup matches the customer on a call or WhatsApp conversation to a Salesforce Lead, Contact, or Person Account and shows their details in the Inbox widget contact panel.

To turn it on, navigate to Administration > Integrations, and select the Salesforce tile. Click the Settings tab, select Contact lookup, then click Save.

For details, see Salesforce Contact lookup.

Enable Click-to-call

Once you complete the following steps in the integration procedure, Click-to-call is enabled automatically after an agent logs in to the softphone:

• Set up a call center in Salesforce
• Add the Voiso Phone component to the Utility Bar in Salesforce

The Click-to-Call feature can be used with standard Salesforce objects (Lead, Contact, Account, and others) and custom objects. Ensure that Track Activities is enabled for custom objects in Salesforce to link Task records correctly.