How to Use Salesforce Insight Boost

Introduction

Salesforce Insight Boost is an 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.

]Requirements

• x-bees-Standard license 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.

Features

• Possibility to view and edit contacts, leads, and opportunities
  Note: It is possible to configure custom objects on demand. 

• 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. 

• Salesforce Bot, which sends notifications to x-bees conversation on updates happening in Salesforce. 

Setup

Activation

To activate the integration inside x-bees, you need to go to x-bees Settings -> Integrations -> find Salesforce, click Activate and log in:

How to Use Salesforce Insight Boost

Leads Management 

Salesforce Insight Boost integration with x-bees allows to view and edit contacts, leads, and opportunities. 

View Leads/ Contacts 

• Use the Search field in the upper left part of the screen to find Salesforce leads and contacts. The results matching your criteria from your Salesforce instance appear in the drop-down list with Salesforce icon:
  
  

• When you open conversation with the contact/ lead, you can view their details in the Salesforce section on the Info frame:
  
  

• Here, you can open the relevant contact/ lead/ opportunity page in Salesforce (1), create tasks and activities (2), view such details as name, email, company, owner, view tasks and activities (3), and in case it is a wrong match (4), create a new lead/ contact:
  
  
  

Create new Leads 

Salesforce Insight Boost integration allows you to create new Salesforce leads right from x-bees. To do it:

• Click the Create Lead button on the Info frame:
  
  

• Fill out the necessary details and click Create: 
  
  

View Activities

To look up the activities, click on the match and proceed to the Tasks and Activity tabs in Salesforce section on the Info panel:

Log Activities

To manually log activities, you have two options: create a task and add activity:

• Create Task
  When creating a Task, you need to enter Subject, Task Subtype, Status, Due Date, Priority, and if required, leave comments. If needed, you can also set Reminder. The reminders are displayed in Salesforce. 
  Once filled out, click Save: 
  
  

• Add Activity
  When adding activity, you need to enter Subject, Comments and click Save: 

Tasks created in x-bees, are automatically added to Salesforce and can be also be edited there. 

Automatic Logging

Calls

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. 

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). 

Conferences

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 calls and conferences.

Note: The logging process follows the below rules:

• If x-bees user, who adds a task or makes a call or conference with Lead or Contact, is not present in Salesforce, the task in Salesforce is displayed as created by user who installed the integration. Otherwise, the task is displayed as created by user, who actually created the task, or had a call or conference with Salesforce Lead or Contact. 
• When the user who manually logged the activity is not in Salesforce, a comment is added in the Task Information section informing whom the task was created by.
• Internal activities, which involve only x-bees users are not logged.
• In case of a conference with multiple Leads or Contacts, a task is created for each Lead or Contact that has a match in Salesforce.
• If a Lead's owner is present in the conference, the Lead's owner is displayed as the creator of the task for this Lead. Otherwise, the creator is the user who installed the integration

Conversation (e.g. SMS, WhatsApp)

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.

In case a 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. 

Manage Opportunities 

Salesforce Insight Boost integration with x-bees streamlines the management of Opportunities by giving you possibility to handle them right via x-bees Info frame. It is accessible in any conversation that includes at least one external contact. You can easily monitor Opportunity stages, review and update summary details, and access associated Contacts — all without x-bees. When multiple team members are engaged in the same conversation with an external contact, everyone has shared access to the linked Opportunity. This enhances collaboration, improves team alignment, and minimizes the need to switch between platforms.

To access Salesforce Opportunity section, open the Info frame and navigate to the Salesforce -> Opportunity tab:

Within Salesforce Opportunity in x-bees Info frame, you can:

1. Track Opportunity stages

   • You can track the various stages of the Opportunity (Working, Qualifying etc.)
   • To view more details or change the Opportunity stage, click the Salesforce button to open the Opportunity in Salesforce
     
     

2. View and edit Summary

   • To view or edit the Summary including Stage, Key Info, Value Prompter and other details, navigate to the Summary section
   • To enter editing mode, click on the Pencil icon next to the summary 
     
     
   • Make the necessary changes in the provided fields
   • Once editing is complete, click Save button to save your changes

3. View Contacts connected to Opportunity

   • To view the Contacts associated with the Opportunity, navigate to the Contact roles section
   • You can check Title and Role of each Contact
   • To view more details about each Contact, click on the dedicated icon next to the Contact roles to directly open them
     
     
4. View and edit Notes and Tasks and create new ones
   • To view Notes/ Tasks associated with the Opportunity, navigate to the Notes/ Tasks section
   • To create a new note/ task, click on the + Note/ + Task button
   • To edit a note/ task, click on the Pencil icon next to the relevant item
   • Additionally, you can open tasks directly in Salesforce by clicking on the dedicated icon next to a specific task as well as mark them as complete

x-bees Insight Boost in Salesforce 

In Salesforce, there is a dedicated tab named x-bees Insight Boost, which provides extended AI-powered auto logging of calls. In further releases, it will also include AI analysis of meetings, conversations and WhatsApp / SMS chats.

Dashboards

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. 

Start interaction from Salesforce 

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. 

Salesforce Bot 

The Salesforce bot sends automatic notifications in x-bees conversations when an opportunity is moved to the Closed Won stage. This can enhance cross-team collaboration, promote transparency and real-time visibility across teams. 

For more details, check out the document: How to Use Salesforce Bot.