Automatic Logging of Calls and Conferences in Salesforce

With Salesforce integration with x-bees, all inbound and outbound PBX calls are automatically logged as completed tasks for matched leads ensuring no interaction is missed. This streamlines activity tracking, improves visibility across teams and helps build a complete communication history for every customer. Additionally, meetings can be logged the same way, making it easier to manage follow-ups and maintain accurate records without manual data entry.

This can be further enhanced with Salesforce Insight Boost – AI-driven solution designed to deliver valuable insights into prospects and opportunities, empowering sales representatives with the information they need to streamline the sales process and close more deals.

• x-bees-Standard subscription or higher

• Admin access to Salesforce Classic or Lightning account

• Salesforce license 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.

• Auto logging of tasks for such events as calls, chats, WhatsApp conversations, meetings

• Auto logging of x-bees insight boost object with AI analysis of calls, meetings, WhatsApp and SMS conversations, chats

• Dashboards and reports in Salesforce based on the x-bees insight boost object, which allow to evalutae sales, support team performance, etc. 

Inbound and outbound calls via PBX are automatically logged for all users that have a match in Salesforce (leads, contacts) and are displayed in Salesforce as completed tasks. 

Logged call data includes: participants of the call, date and time the call was received/made, information about transfers. 

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In case real-time transcription of calls is configured and the call was recorded, the logged data also includes call summary and transcription (see more in the documentation: How to use real-time transcription of calls and conferences), as well as link to Sales Intelligence (documentation: Sales Intelligence in x-bees). 

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Notes:

• There is a 10-minute timeout before a completed call is automatically logged to Salesforce. 

• If user creates a task during a call or within 10 minutes after the call ends, the manually created task is merged with the task added to Salesforce. To be merged, the manually created task should have the Call subtype. A task manually created for the same user within an hour before the call ended is also merged with the automatically logged task in Salesforce. 

• The following calls are not logged:

  • Received and missed PBX calls in case of an unknown number.

  • Calls made and canceled within 5 seconds.

  • Calls between users of the same PBX/ WMS Network.

• If the lead has multiple matches, the match is chosen in the following priority:


  1. Contact / Account / Lead that was last dialled or selected via the Wrong match button on the Info frame.
     Note: It may take up to 15 minutes to sync the data across PBX users/ different devices.


  2. Then, match is prioritized by type Contact -> Account -> Lead, Contact having higher priority than Lead


  3. If there are several matches of the same type, the last modified item is matched by default. 

• When the lead match is changed, all new tasks are created for the assigned match. Old tasks are not changed.

• In case you are using queues in Salesforce and the Lead belongs to a queue, you may not be able to create a Task for this Lead in x-bees. In this case, you need to apply the following settings in Salesforce:

  • Go to Setup -> Users -> Queues

  • Select the queue and click Edit

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• Navigate to Supported Objects -> move the option Task to Selected Objects

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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:

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In case conference transcription was enabled, it is automatically added to Salesforce. Read more in the guide How to use real-time transcription of calls and conferences.

Group conversations with external members (including SMS and WhatsApp chats) are also automatically added to Salesforce. Conversation is logged to Salesforce after the conversation disappears from Live dashboard after 60 minute timeout. The name of the task in Salesforce corresponds to the conversation name in x-bees (e.g. for SMS / WhatsApp conversations it is the phone number).

The following information is added to the task comments in Salesforce:

1. Link to the conversation (link to the first message/ message which was sent at the start time) 

2. Start and end time of the interaction

3. Active participants

4. All participants list

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In the Additional Information section you can view the task status: 

• Complete: if agent replied

• Open: if there wasn't a reply. In case of Open status, the task is created with a due date set for tomorrow

In case a contact exists in Salesforce, meetings scheduled via Meeting Scheduler are automatically logged as activities in Salesforce:

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The logged activity includes meeting details and description and is marked as open; due date is the meeting date. 

In case the meeting was rescheduled or cancelled, the changes are automatically synced to Salesforce. Cancelled meetings are marked as completed.

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Insight Boost is a custom object in Salesforce designed to provide greater visibility into user activities, capture additional information beyond what standard Tasks can offer and provide an extended AI-powered auto logging of calls and conferences. Insight Boost stores detailed information on various user activities, including calls, conferences, and conversations (including WhatsApp / SMS chats, which will be added in further releases).

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When you open an Insight Boost record, you can see the following sections:

1. General Info: the agent who performed the activity, along with the related Account, Contact, or Lead:

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2. AI Key Info: an AI-generated recap of the call (other fields in this section are will be filled out in further releases):

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3. Call Info: includes such data as activity type, call direction, call start and end time, and other activity-related details:

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Insight Boost helps to understand call performance at a deeper level with AI-powered analysis. It can to anylize call intent, outcomes, customer engagement, agent effectiveness, etc., allowing you to improve communication, track results, and plan next steps with confidence.

Key features that are coming soon include:

• Call type detection (cold, warm, existing)

• Call reason classification (e.g. appointment, reminder)

• Call outcome analysis (positive, neutral, negative)

• Outcome categories (e.g. meeting set, no interest, voicemail)

• Prospect engagement level (high, medium, low)

• Objection handling skills (effective, moderate, ineffective)

• Next step agreed (e.g. meeting scheduled, follow-up call)

• CSAT score analysis (very dissatisfied to very satisfied)

• Positive & negative CSAT drivers

• Sentiment detection

Salesforce Insight Boost integration also offers dashboards in Salesforce that provide a comprehensive view of sales activity by visualizing key metrics such as the number of calls, average call and meeting durations, number of participants, WhatsApp and SMS chats, x-bees conversations, and Opportunity conversion rates. Dashboard enables data-driven decisions and enhances team performance tracking. 

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Salesforce integration with x-bees allows you to initiate interactions – such as conversations, SMS, WhatsApp chats, – with your customers right via Salesforce, with no need to switch tabs or tools, boosting efficiency. 

There is a possibility to link x-bees Insight Boost to multiple Contacts/Leads at a time.

1. Open an Insight Boost record

2. Select Related section. Here, you can see all existing x-bees Insight Boost related Leads, Contacts, Accounts and Users.

3. You can also create a new related record. To do so, click the New button

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4. To view all linked records, click View All in the corresponding related list