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This Guide describes main points of Salesforce Integration usage, including leads creation and management and logging activities (inbound, outbound calls, conferences). For Salesforce integration setup, check the documentation: x-bees Admin Guide. Other x-bees documentation: x-bees documentation. Blog covering available Salesforce integrations: Optimizing Your Salesforce Integration Experience. Created: February 2022 Updated: March 2024 Permalink: https://wildix.atlassian.net/wiki/x/7hfOAQ |
Table of Contents
Activation
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For Requirements and installation, check x-bees Admin Guide. |
To activate the integration inside x-bees, you need to go to x-bees Settings -> Integrations -> find Salesforce, click Activate and log in.
Features
From x-bees, it is possible to create new SF leads and manually log activities to SF:
- The user who performs an action on a Salesforce record from x-bees is assigned as the author of this activity in Salesforce
- If the user who performs an action is not present in Salesforce, then the activity is automatically assigned to the account's Admin
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For managing calls and contacts directly from Salesforce account, refer to a separate integration: Salesforce Lightning Integration User Guide (compatible only with Lightning). |
Salesforce leads management
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Note: Salesforce lead management described in this chapter is currently available only on the x-bees web interface. |
Find Salesforce leads and look up activities
Use the search field in the upper left part of the screen to find Salesforce leads and contacts. All the results matching your criteria from your Salesforce instance appear in the drop-down list with relevant icons:
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To look up the activities, click on the match and proceed to Upcoming and Overdue and Activity History on the Info panel:
When you click on Upcoming and Overdue or Activity History, the relevant screen opens on the Info frame displaying the necessary details:
If you are already in a conversation with a Salesforce lead or contact, click on the contact from the Info tab to view the information on this Salesforce match:
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Logging activities
To manually log activities, open a Salesforce lead on x-bees. You have two options:
- Create Task
- Log Activity
Users who created a task or logged a call via x-bees, can edit the tasks in Salesforce.
Note, that inbound and outbound calls via PBX are automatically logged for all users that have a match in Salesforce (leads, contacts, accounts) and are displayed in Salesforce as completed tasks.
Logged call data includes: participants, call type and duration, date and time the call was received/made, information about transfers.
In case real-time transcription of calls is configured and the call was recorded, the call summary and transcription are automatically added to Salesforce (see more in the documentation: How to use real-time transcription of x-bees calls and conferences), as well as link to Sales Intelligence (documentation: Sales Intelligence in x-bees).
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Conferences with leads are also automatically logged to Salesforce as completed tasks. Logged data includes conference title, conference start time, duration and participants:
In case conference transcription was enabled, it is automatically added to Salesforce, read more in the guide How to use real-time transcription of x-bees calls and conferences.
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Note: The logging process follows the below rules:
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Logging Scheduled Meetings
In case the contact exists in Salesforce, meetings scheduled via Meeting Scheduler are automatically logged as activities in Salesforce:
The logged activity includes meeting details and description and is marked as open; due date is the meeting date.
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In case the meeting was rescheduled or cancelled, the changes are automatically synced to Salesforce:
Cancelled meetings are marked as completed.
Multiple matches found in Salesforce
In some cases, when looking for a Salesforce lead on x-bees, multiple matches are found. In this case, you need first confirm the match, and then log the activity: .
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Note: Keep in mind that the same Salesforce match can appear as a lead (orange icon) and a contact (violet icon). In this case, you need to select whether to log the activity to the Salesforce lead or to the Salesforce contact. |
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Click on the Matches in Salesforce field:
Choose the relevant match (1) and click Confirm (2):
Create a Salesforce lead
You can create a Salesforce lead in x-bees from a conversation or from a contact card.
- From a conversation
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In case you are in a conversation with an external person who is not present in Salesforce, you can add this contact:
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- Click Wrong match?
- Click Create Salesforce Lead
Multiple matches found in Salesforce:
- ClickClick Matches in Salesforce (1) ->Create Salesforce Lead (2):
- At the next step, fill out the fields and click Save
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