Integrating CallTrackingMetrics with Salesforce

Last Updated: 01/24/2018 Back to Topic All Articles

CallTrackingMetrics can integrate directly with your Salesforce account so that calls coming through your tracking numbers appear there automatically as leads or activities. This is a powerful way to ensure that all of your advertising performance data feeds right into your CRM tool so that your team can see everything they need in one place. Your entire staff will immediately know the source of every call without even having to leave Salesforce, the environment they are used to documenting relationships in. You will find many different configuration options within the Salesforce Integration which allow you to fine tune how the call information comes into Salesforce so that you can ensure data integrity and consistency with your custom Salesforce environment.

How To Get Started 

Salesforce Integration is available through CallTrackingMetrics Advanced and Enterprise plans. You can check what plan you are on and change your plan if need be here by going to change plan in account settings. You will need to be on the Enterprise version of Salesforce in order to access the integration as well.

You start by linking your CTM account to Salesforce by going to Settings—> Integrations —> Salesforce.

Append Salesforce Campaign’s to Leads through CallTrackingMetrics Tracking Source

Once you link the two systems, we will can automatically create new Campaigns in Salesforce for each of your tracking sources in CTM. New Campaigns will be created in Salesforce with a prefix of CTM.  You can do this by navigating to the “Custom Object Mapping” section and clicking the “Auto Create Campaigns”


Custom object mapping

You can turn on and off the option to associate calls we send into Salesforce with Campaigns on the Salesforce integration page once you have linked your CTM account to Salesforce.

You can also choose to map your CTM Tracking Sources to existing campaigns that you have in SalesForce. This is done by going to numbers—> tracking sources after you have linked your accounts. Then for each source, you will see the option to update the campaign it is associated to.

Tracking sources

Assign campaign

Assign CallTrackingMetrics Agents Salesforce Lead Owner 

You can map agents in your CTM call queue to a user profile in Salesforce so that as calls are routed to each agent in the queue, those calls are associated to the correct Salesforce user immediately. To leverage this feature, you will need to be using CTM’s call queue’s to route your calls to agents in your CTM account. This is especially helpful so that as agents take calls, they can immediately see the caller as a lead associated to them in Salesforce and they can update the record during or after the call.

Assign CallTrackingMetrics Agents Salesforce Lead Owner

What You Will See in CallTrackingMetrics

In addition to the Salesforce integration page within account settings, you will also interact with Salesforce in your CallTrackingMetrics account within the Call Log.

As calls come in, CallTrackingMetrics will look for that person in Salesforce and if they find them (based on their phone number), you will see a cloud in the far right column of the call log with the name “lead” which will be a link right into that lead record in Salesforce.

CallTrackingMetrics will look for that person in Salesforce

If the contact does not exist, the cloud will say “add” and when pressed, it will add that caller as a new lead in Salesforce.
Assign CallTrackingMetrics Agents Salesforce Lead Owner

Sending Calls Into Salesforce 

You have a number of configuration options for how calls sync into salesforce, all of which can be set on the Salesforce Integration page within Account Settings.

  • Each time a call comes in, we will look in Salesforce to see if the person exists based on their phone number. If the person does not exist, we can add them as a new lead. If the person does exist as a lead or contact already, we will add the call as an activity under that contact or lead.
  • You can choose to have the call sent into Salesforce at the beginning or the end of the call.
  • You can choose to only send the call into Salesforce if we have Caller ID for the caller’s phone number (thus preventing restricted callers from being added into salesforce under the same contact)
  • You can choose if you would like us to associate Campaigns to the call records we create or not.
  • You can also restrict sending calls into Salesforce based on tracking source, tracking number, receiving number and menu keypress.

Sending Calls Into Salesforce 

Adding Leads and Activities in Salesforce  

You can also control how and when you want calls to be creating leads and activities in Salesforce. For example, you may only want calls over a certain call length to create a lead or activity in salesforce.

Lead settings

Activity settings

Mapping CallTrackingMetrics Call Data to Your Salesforce Custom Objects 

Mapping CallTrackingMetrics Call Data to Your Salesforce Custom Objects 

Each call in CallTrackingMetrics has detail associated with it like the call recording, the caller’s phone number, the landing URL, call length etc etc. Rather than those going into Salesforce in our standard format, you may want to map those fields to custom objects you have set up in your Salesforce account. These mappings can be established in Section #4 of the Salesforce Integration page. 
Lead settings

Mapping Calls To Other Objects Besides Leads and Contacts 

Some customers prefer to map their calls to something other than leads or contacts in Salesforce. For example, you may instead want to map new callers to an Opportunity instead of a Lead. The screenshot below gives you a sense of how the mapping would work and the various options. These options can be configured in the Custom Object Mapping area of the Salesforce Integration page. 

Activity settings

Importing Past Calls 

Some customers also like to send past calls that they have received in CTM (prior to linking to Salesforce) into their Salesforce account. We offer different options to making that sync as you can see in the screenshot below. This is set up at the bottom of the Salesforce Integration page within the import past calls area.

Mapping CallTrackingMetrics Call Data to Your Salesforce Custom Objects 

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