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Salesforce – Record Creation and Matching

This article covers detailed information regarding the Salesforce integration.  We recommend you start by following the instructions in this article before proceeding. 

As your agents are taking calls you can create leads, contacts, or other custom object records via CallTrackingMetrics’ integration with Salesforce and append the call activity to their record. This also can be used for your SMS messages and FormReactors. You can configure this to happen either automatically or manually by your agents within the Call Log.

Lead, Contact, and Custom Object matching
CallTrackingMetrics uses a number of criteria when looking for a matching record in Salesforce. When you receive a call we first check to see if we’ve previously created a Salesforce record using the CTM contact record. If so, then we will append the call as an Activity to that Salesforce record.

If we do not find an existing record that we’ve previously created then we will search your Org for a match using:

  • The phone number of your caller
  • The email address (when available) on the CTM contact record
  • Any other phone number related to their CTM contact record.

We are searching any field with the field type of “phone” or “email” in your Org and a few things can happen depending on how your integration is configured to add these records.

Manually adding Leads/Contacts
As your agents are taking calls in CTM they will have the option within the Call Log to add the caller as a record in Salesforce by clicking the cloud in the Actions column on the call record.

 

CTM will search your Salesforce instance for a match…

  • If we find a matching record(s) associated with the phone number your agent will be presented with the matching records so they can append the call activity to or opt to create a new one.
  • If we don’t find a matching record then the agent will be presented the option to create the new lead or contact record and append the call activity.

Automatically adding Leads/Contacts
You can automate Salesforce lead and contact creation from inbound calls, texts or form submissions by toggling ON the option to automatically add new callers as a lead from the Lead Options section of the integration page.

But first, in an effort to keep your Org clean, you may want to define specific criteria that a call/caller must meet before sending them as a new Salesforce Lead or Contact. Criteria such as talk time can help you to exclude callers that may have dialed the wrong number, and using key-press information can limit record creation to callers that have reached a certain department like Sales or Customer Service. These can also be found in the Lead Options section of the integration page.

Customization for your company’s needs

There are many ways to customize how and when CTM will send data to Salesforce. Contact the Sales team or your Customer Success Manager to learn about the benefits of purchasing a one-on-one engagement to implement and optimize this integration for your team.

 


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