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, the CRM Contact Lookup feature is integrated with the Omnichannel Workspace, allowing agents to view the Salesforce record linked to an inbound digital interaction without leaving the Voiso application.
Configuring CRM Contact Lookup
Prerequisites
The CRM Contact Lookup feature must be activated for your contact center. Contact your Voiso representative to activate it.
Salesforce
Salesforce must be integrated with your contact center. For details, see the Salesforce overview 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 or hold the Admin role for contact centers using 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 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.