Associating CTM Agents to Salesforce Users
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Once you have linked your CallTrackingMetrics account to Salesforce, you can associate your CTM agents to users in Salesforce so that any time the agent receives a phone call, their Salesforce user is assigned to that record. 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 update the record during or after the call.
The connection between a CallTrackingMetrics agent and Salesforce user only happens when the call is routed directly to an agent (not a receiving number) or if the call is routed to a queue of agents.
Linking Agents to Users
- Navigate to Settings → Users.
- Find the name of the agent you wish to link to a Salesforce user and click edit next to their name.
- Use the left-hand navigation or scroll down to the Agent Profile section.
- Click to open the Salesforce Agent drop-down, then begin typing the agent’s Salesforce username and click the correct name when it appears.
- Click Save Changes.
Default Lead Owner
Some call records—such as missed calls or form submissions—do not automatically have an assigned agent. You will need to set a default lead owner in order for these records to be associated to a user in your Salesforce account.
To set the default lead owner:
- Navigate to Settings → Integrations → Salesforce, then click or scroll down to the Default Lead Owner section.
- Use the Lead Owner Type drop-down to select how you wish the default lead owner to be assigned:
- Default uses the Salesforce user that set up the integration
- User allows you to select a specific user
- Queue allows you to select from one of your existing queues of users
- If you selected User or Queue, use the next drop-down menu to select the user or queue.
- Click Update Default Owner to save your changes.