Salesforce Lightning Integration - User Guide - English
This Guide will lead you through the process of Salesforce Lightning integration usage, starting from a Softphone installation and activation, and ending with practical examples for call receiving.
Blog covering available Salesforce integrations: Optimizing Your Salesforce Integration Experience.
Created: June 2019
Updated: September 2025
Permalink: https://wildix.atlassian.net/wiki/x/VgvOAQ
- 1 Requirements
- 2 Features
- 3 Setup Instructions
- 4 Application Usage
- 5 Call management
- 5.1 Make a Call
- 5.2 Answer a Call
- 5.3 Transfer a Call
- 5.4 Put a Call on Hold
- 5.5 Start a Call Recording
- 5.6 End a Call
- 5.7 Add a new contact
- 6 History
- 7 Dialer settings
- 8 Automation of calls with Sales Engagement
- 9 How to set up Record Types in Salesforce
- 10 Troubleshooting
Requirements
x-bees:
WMS version: 6.01 or higher
Legacy Collaboration:
WMS version: 5.01 or higher
Wildix UC-Business or UC-Premium subscription plan
Collaboration 7
WMS version: 7.01 or higher
Wildix UC-Business or UC-Premium subscription plan
Salesforce subscription with access to the Lightning Platform
Your Salesforce domain should be whitelisted on the PBX
Activated Salesforce Payment Plan to set up Call Center, check the prices here
Note: When setting up the integration with Salesforce, a token is created. The token gets automatically updated once a year, after which users may be logged out and need to relogin to the integration again.
Features
Click-to-call
Incoming call popup
Outgoing call popup
Call history
Dialpad
Search Bar for contacts
Auto-detect existing contacts and redirect to their page
Setup Instructions
Link to the application
The integration is available for the installation through the Salesforce AppExchange:
Important: Record types (used for Contacts) should be set up in Salesforce to be able to install Wildix Integration. See How to set up Record Types in Salesforce.
In case record types are not set, you may face the following issue when installing Wildix Integration:
Setup Call Сenter
Setup
Step 1
Click on your profile
Go to the Settings page
Step 2
Choose Advanced User Details subcategory
Press the Edit button
Scroll down to Call Center field and press the Magnifier button
Step 3
You see a popup with two options:
Wildix Classic Call Center - will work only for Classic interface
Wildix Lightning Call Center - will work only for Lightning version
Choose Wildix Lightning Call Center and click Save.
Switch
In order to switch for Salesforce Classic, you also need to choose Classic Call Center.
Step 1
Click on your profile
Go to the Settings page
Step 2
Choose Advanced User Details subcategory
Press the Edit button
Scroll down to Call Center field and press the Magnifier button
Step 3
You see a popup with only one option. Click on Clear Search Results for:
Wildix Classic Call Center - will work only for Classic interface
Wildix Lightning Call Center - will work only for Lightning version
Choose Classic Call Center and click Save.
Enable Salesforce Telephony in WMS
To be able to log in to the integration and performs calls, admin needs to install Salesforce Telephony in WMS:
Go to PBX -> Integrations -> Cloud integrations
Click on Salesforce Telephony: