Salesforce Integration with x-bees – Admin Guide

Introduction

With Salesforce integration, users can:

• Automate call and conference logging: all inbound and outbound calls, conferences, scheduled meetings via Kite Calendar, and chat sessions are automatically logged as tasks in Salesforce, with AI-generated summaries and transcriptions (via Salesforce Insight Boost, available on demand)

• Contact lookup: incoming and outgoing calls and chats are automatically matched to existing Salesforce Leads, Contacts, Accounts, and Person Accounts

• Manage CRM records from x-bees: create and update Leads, Contacts, Accounts, Opportunities, Tasks, and Cases; log activities; and start a new conversation or schedule a call directly from the x-bees Info Panel without switching to Salesforce

• Salesforce Info Panel in x-bees: view matched Salesforce record details for the active chat and create or update related CRM records without leaving the conversation

• My Salesforce tab: a dedicated tab in x-bees for browsing and managing Salesforce Cases and Leads independently of active conversations

• Voice AI agent logging: calls handled by AI Voice agents are automatically logged and assigned to the appropriate Salesforce user

• Automatic Lead Creation: Automatically create a new Lead record in Salesforce for calls between a Salesforce user and a customer if no match is found.

The integration consists of two main components installed in WMS:

1. Salesforce Auto Logging (Connectors section): handles automatic call, conference, and chat logging, as well as contact lookup. When the connector is installed, matching is prioritized in the following order: Contact → Account → Lead.

2. Salesforce App (Apps section): enables the CRM view on the x-bees Info Panel, Live Search, Dialpad search, and My Salesforce tab

For managing calls directly from within the Salesforce interface (click-to-call, call popups), refer to the separate Salesforce Lightning Integration - User Guide - English (compatible with Lightning only).

For a complete overview of all available Salesforce integrations, see Salesforce Integrations Overview.

Requirements

• x-bees-Standard subscription or higher

• Admin access to Salesforce Classic or Lightning account

• Salesforce subscription with API access. API access is included in the following Salesforce editions:

  • Enterprise Edition

  • Unlimited Edition

  • Developer Edition

  • Performance Edition

API access is not included in the following versions:

• Professional Edition: API access can be purchased from Salesforce

• Essential Edition

Information: https://help.salesforce.com/s/articleView?id=000326486&type=1.

Installation

The installation process consists of three stages:

1. Configure Salesforce:

   1. Prepare the Salesforce admin user: use an existing admin user or create a dedicated one before making other configuration changes.

   2. Configure Salesforce permissions: extend profile and permission set access required for contact lookup, call log creation, and triggering/assigning Salesforce activities.

   3. Configure Salesforce OAuth and CORS settings: install the connected app, define permitted users, and allow x-bees integration domains.

2. Install Salesforce Auto Logging connector in WMS: automatic logging is active by default, contact lookup is always active, and selected matches from the Wrong match flow can be saved when the connector is installed.

3. Install Salesforce app in WMS: enable the x-bees Info Panel, Live Search/Dialpad search, My Salesforce tab, and Salesforce Partner Community app flow where applicable.

Stage 1. Configure Salesforce

In Salesforce, you need to proceed with the following steps:

1. Prepare the Salesforce admin user: use an existing admin user or create a dedicated one

2. Configure Profile permissions

3. Configure CORS permissions

4. Install and configure x-bees connected app OAuth settings in Salesforce

5. Authorize the Salesforce Admin to activate the integration and perform Author changes

Step 1. Prepare the Salesforce admin user

Before proceeding with the installation, identify or create the Salesforce user who will complete the entire setup process. This is a critical prerequisite: the integration works only if the same user, with the same email address, performs these actions:

1. Has the required permission sets assigned in Salesforce (Stage 1)

2. Enables the integration in WMS (Stage 2)

Using different users for any of these steps will break the integration. This user's credentials establish the API connection between Salesforce and Wildix PBX. The same user also becomes the default author for automatically logged activities, such as calls, conferences, and chats, when the acting user is not found in Salesforce.

The admin user must meet all of the following requirements:

• Salesforce profile: System Administrator, or a custom profile with the API Enabled permission

• Salesforce edition: Enterprise, Unlimited, Developer, or Performance Edition. Professional Edition requires a separate API access purchase from Salesforce. Essentials Edition is not supported

• x-bees subscription: x-bees Standard or x-bees SuperBee assigned in WMS → Users

Use an existing admin user

If you already have a Salesforce user with the System Administrator profile:

1. In Salesforce, go to Setup → Users → Users

   • The profile is System Administrator, or has the API Enabled permission

   • The status is Active

   • The email address matches the user's WMS and x-bees account email address

2. In WMS, go to Users, find the same user, click Edit, and confirm that License type is x-bees Standard or x-bees SuperBee

If all checks pass, proceed to Step 2.

Create a dedicated admin user

If you prefer to create a separate user specifically for managing the integration, follow the steps below. This option is recommended for organizations with multiple admins or audit and compliance requirements.

1. Go to Salesforce Setup → Users → New User

2. Assign a profile with API access, such as System Administrator or a custom profile

3. Assign the required permission set. For details, see Step 3

4. Ensure the user has a valid email address that matches their x-bees account email address

Step 2. Configure Profile permissions

Extend the Salesforce profile permissions so x-bees can look up Salesforce records and create or update activities correctly. These permissions are required for call log creation and triggering, contact matching, and assigning the correct Salesforce author to Tasks or Insight Boost records.

• From Setup left panel, under ADMINISTRATION, go to Users -> User Management Settings

• Enable Enhanced Profile User Interface

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• Proceed to Users -> Profiles

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• Select the profile you need and click on it

• Proceed to Object Settings

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• In Object Settings list, find the following objects:

  1. Leads

  2. Contacts

  3. Accounts

• Click on the above mentioned objects one by one -> on the Object page and provide the following permissions 

  1. Leads: Name, Email, Phone, OwnerId, MobilePhone, Company

  2. Contacts: Name, Email, Phone, OwnerId, MobilePhone

  3. Account: Name, Phone, OwnerId

To provide the necessary permissions, click Edit and in the Field Permissions list make sure the relevant checkboxes (both Read Access and Edit Access) are ticked off:

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• Save the settings

Step 3. Configure CORS permissions

• Go to Salesforce Setup (the Gear icon in the upper right-hand part of the screen)

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• From Setup left panel, under SETTINGS, go to Security -> CORS

• Click New, then add the following domain:

  • https://integrations.x-bees.com

• In case you've requested development of some custom items that are available on demand, you also need to add the following domains one by one:

  • https://stage.integrations.x-bees.com

  • https://local.integrations.x-bees.com

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For more details and instructions, check Salesforce documentation.

• It is also required to enable CORS for the supported OAuth endpoints in CORS -> Cross-Origin Resource Sharing (CORS) Policy Settings. For more details, check this link

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Step 4. Install and configure x-bees connected app OAuth settings

1. Go to Setup (the Gear icon in the upper right-hand part of the screen)

2. From Setup left panel, under PLATFORM TOOLS, go to Apps -> Connected Apps → Connected Apps OAuth Usage

3. In the list of apps, find Xbees Frontend Integration and click Install

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4. Confirm the action by clicking Install

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5. The app get installed

6. After the installation, go to Apps -> Connected Apps → Manage Connected Apps

7. Click Edit next to Xbees Frontend Integration

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8. Under OAuth Policies, click Permitted Users dropdown menu and select one of the following options:

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• All users may self-authorize (default, recommended): No restrictions, allows all users to authorize x-bees after successfully signing in. Users must approve the app the first time they access it

• Admin approved users are pre-authorized: Restricted access, allows only users with the associated profile or permission set to access x-bees without first authorizing it. After selecting this option, manage profiles for x-bees by editing each profile's Connected App Access list. Or manage permission sets for x-bees by editing each permission set's Assigned Connected App list

You can check more details in Salesforce Help.

Step 5. Authorize the SF Admin to activate integration and perform Author changes

Below you can find the instructions on how to authorize the SF admin to activate Salesforce integration with x-bees and perform Author changes. Follow these instructions to make sure that logging activities can be performed and leads are created with the correct Author in SF.

• From Setup left panel, under ADMINISTRATION, go to Users -> Users

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• Navigate to Permission Sets:

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• Click New to create a new permission set:

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• Enter permission set name, e.g. Wildix Permissions and click Save:

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• The newly created Permission Set opens. Scroll down to System section and click on System Permissions:

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• Click Edit

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• Scroll down to the following options and enable the permissions

1. Approve Uninstalled Connected Apps (Approve access to connected apps that aren’t installed in this org.)

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2. Set API Enabled (Access any http://Salesforce.com API.)

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3. Set Audit Fields upon Record Creation (Set audit fields, such as Created By and Last Modified By, when you create a record (API only))

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• Scroll up and click Save. Permission Changes Configuration window opens. Click Save again

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• Click Manage Assignments to assign the user who will activate the integration:

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• Click Add Assignment:

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• Select user who will get access to activating the app and click Next. This user will have to activate Salesforce integration in x-bees (see the document Salesforce Integration with x-bees - User Guide). After this, the x-bees app appears in Connected Apps in Salesforce and needs to be installed (see Stage of this guide):

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• Click Assign:

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Stage 2. Install Salesforce Auto Logging connector in WMS

This connector handles automatic logging of calls, conferences, and chat sessions as Tasks or Insight Boost records in Salesforce. Contact lookup remains active even when automatic logging is disabled, so incoming and outgoing callers can still be matched to existing Leads, Contacts, and Accounts. If a user changes an incorrect match in the Wrong match flow, the selected match is saved after reload only when the connector is installed.

1. Go to WMS Settings -> PBX -> Integrations -> Cloud integrations

2. Navigate to the Connectors section and click Salesforce Auto Logging:

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3. Select an environment (live/ sandbox) and click Install:
   
   

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4. Log in to your Salesforce account. Salesforce Auto Logging integration gets activated and you can configure its settings.

Activity

With the View Traces feature, you can closely monitor Salesforce activity, including errors, tool usage, message flow, and detailed pipeline execution.

To access View Traces, follow the steps below:

1. Go to WMS -> PBX -> Integrations -> Cloud integrations

2. Select Salesforce Auto Logging

3. In the Activity section, click the View Traces button

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4. The Salesforce Traces page will open, displaying a list of all activity. Each trace entry includes the following columns: Activity ID, Activity Type, Status, Duration, and Date

5. You can also filter traces by status: All, Complete, Complete with errors, Error

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To view detailed information about a specific trace follow these steps:

1. Click on any trace entry in the list

2. In the opened Details panel, you will see full technical details, including:

   • Status

   • Duration

   • Activity ID

   • Trace ID

Call Logging

There are three available Logging Modes. To activate one, go to WMS -> PBX -> Integrations -> Salesforce Auto Logging and select one of the following modes in Call Logging section:

• Smart logging: after a call is made, creates a new activity record in Salesforce, unless the user created a Task with the TaskSubtype set to Call within the 10-minute timeout; in that case, the integration updates that task instead

• Request manual matching: after a call ends, users can confirm the found match or select a different related entity within 10 minutes. If the user does not confirm the popup within this timeout, the call log follows Smart logging behavior: it is saved to the found Task, or a new Task is created if no matching Task is found.

• Require manual matching: users will be requested to manually select related entities within 10 minutes. If they do not select and confirm the creation task, any logging will be performed

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In the Call Logging section, you can choose if you wish to save call as Task or Insight Boost, or both: 

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In the call logging configurations, you can select which calls have to be logged:

• Salesforce User - Salesforce Customer: logs calls between a Salesforce user and a Contact/ Lead/ Account

• Salesforce User - Unknown Person: logs calls between a Salesforce user and a contact not found in Salesforce 

Within Salesforce User - Unknown Person field, you can also activate the checkbox Create Lead. When enabled, a new Lead record is automatically created in Salesforce when the call ends if no match is found:

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• Salesforce User - Salesforce User: logs calls between two Salesforce users

When choosing Salesforce User - Salesforce User option, you have possibility to exclude Salesforce users that do not have Customer records:

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• Salesforce Customer - Salesforce Customer: logs calls between two Salesforce customers (Contacts, Leads, Accounts)

• Salesforce Customer - Unknown Person: logs calls between a Salesforce customer and a contact not found in Salesforce

• Unknown Person - Unknown Person: logs calls between two people not found in Salesforce 

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You can select multiple options. 

In the Voice AI agent task assignment section you can choose which Salesforce user Voice agent calls should be assigned to. You can leave the default option – in this case, calls will be logged and assigned to user who enabled the integration. The manual option allows to indicate the Salesforce user ID, for whom the tasks should be assigned.

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The Task subject format section allows to select how the task title should be displayed. By default the task subject caller and callee. You can leave the default option or choose to set title manually:

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For manual call logging, use the following variables in the custom task subject: ${caller} and ${callee}. You can combine them with any wording that fits your process, for example: Call with ${caller}, ${caller} reached ${callee}, or ${caller} contacted ${callee}. The wording is fully customizable and does not need to match these examples, but the subject must include at least one of the available variables.

Conference Logging

For conference logging, you can choose:

• how to log a conference: as Task or Insight Boost

• the format of task subject: default (the name of the conference) or manual option 

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Available variable for custom task title in case of conference logging is: ${subject}

Chat Logging

Chat sessions are logged automatically after the chat is no longer active in x-bees. A chat is considered inactive when it disappears from the x-bees Live → Chats view, which usually happens after 30 minutes without activity. After that timeout, the integration creates the selected Salesforce record type according to the chat logging settings below.

For chat logging, you can choose:

• Save chat as: Task or Insight Boost

• Chatbot task assignment: default or manual. In case you choose the option Manual, you can add Salesforce user ID for Chatbot assignments to track chatbot interactions in Salesforce

• ChatBot session task creation: choose if you wish to log internal users sessions, customer sessions and/ or unknown sessions with bots

• Task subject format: default (title of the conversation) or manual option. Available variable for custom task title in case of chat logging is: ${subject} 

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Once you configure the settings, click Save settings to apply them: 

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Disable Logging

To disable call, conference, or chat logging, just turn off the toggle in front of the necessary section:

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Stage 3. Install Salesforce app in WMS

This app enables the CRM view in the x-bees Info Panel, allowing users to view Salesforce record data; create and edit Leads, Contacts, Accounts, Person Accounts, Opportunities, Tasks, and Cases; use Live Search and Dialpad search across Salesforce records; and access My Salesforce tab to manage Cases and Leads independently of active conversations.

1. Go to WMS Settings -> PBX -> Integrations -> Cloud integrations

2. Navigate to the Apps section and click Salesforce

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3. On the Add new integration window that opens, you can choose the Integration type:

   • Info view (enabled by default): when enabled, the integration is displayed on x-bees Info Panel

   • Tab view (enabled by default): activates My Salesforce tab in x-bees, see the documentation for more details

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4. Click Create integration:

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5. The integration gets installed:

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My Salesforce tab

You can add My Salesforce tab in x-bees to access and manage Salesforce Cases and Leads directly from the x-bees interface. To enable:

1. Go to WMS -> PBX -> Integrations -> Cloud Integrations -> Salesforce integration
   
   

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2. Navigate to the Integration type section

3. The Tab view option is enabled by default. If it was disabled, switch to the Tab view tab and make sure it is enabled

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4. Click Save changes

When the tab view is enabled, My Salesforce tab appears on the left-side panel in x-bees. From this tab, you can work with the Cases queue, Leads, view details, and open the matched chat in the Inbox.

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Related Salesforce integration documentation

For more information about Salesforce integration and related configuration topics, refer to the following documentation:

• Optimizing Your Salesforce Integration Experience

• https://wildix.atlassian.net/wiki/x/AQDuEQ

• https://wildix.atlassian.net/wiki/x/7hfOAQ

• https://wildix.atlassian.net/wiki/x/AwDUSg

• https://wildix.atlassian.net/wiki/x/AQB-hw

• https://wildix.atlassian.net/wiki/x/AYDRhg

• Salesforce Partner Community Integration with x-bees