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. Created: February 2022 Updated: March 2024 Permalink: https://wildix.atlassian.net/wiki/x/7hfOAQ |
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.
From x-bees, it is possible to create new SF leads and manually log activities to SF:
For managing calls and contacts directly from Salesforce account, refer to a separate integration: Salesforce Lightning Integration User Guide (compatible only with Lightning). |
Note: Salesforce lead management described in this chapter is currently available only on the x-bees web interface. |
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:
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:
Note:
|
To manually log activities, open a Salesforce lead on x-bees. You have two options:
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.
Notes:
|
Conferences with leads are also automatically logged to Salesforce as completed tasks. Logged data includes conference title, conference start time, duration and participants:
Note: The logging process follows the below rules:
|
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.
Note:
|
In case the meeting was rescheduled or cancelled, the changes are automatically synced to Salesforce:
Cancelled meetings are marked as completed.
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.
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. |
Click on the Matches in Salesforce field:
Choose the relevant match (1) and click Confirm (2):
You can create a Salesforce lead in x-bees from a conversation or from a contact card.
In case you are in a conversation with an external person who is not present in Salesforce, you can add this contact:
In case you opened a Salesforce lead and you consider it a wrong match, you have an option to create a new Salesforce lead:
One match found in Salesforce:
Multiple matches found in Salesforce: