Salesforce Integration with x-bees

Activation

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

Features

From x-bees, it is possible to:

• Create new SF leads and manually log activities to SF:
  • The user who performs an action on a Salesforce record from x-bees is assigned as the author of this activity in Salesforce
  • If the user who performs an action is not present in Salesforce, then the activity is automatically assigned to the account's Admin
• Manage Salesforce Opportunities directly via x-bees Info frame, track Opportunity stages, view and edit summary, access connected Contacts, manage notes and tasks. 

Salesforce leads management 

Find Salesforce leads and look up activities

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:

• Salesforce logo next to a contact indicates that there's a match in your Salesforce instance
• Orange icon indicates this match is a Salesforce lead
• Violet icon indicates this match is a Salesforce contact

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 information gets displayed below: 

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:

Manage Contacts

Logging activities

To manually log activities, open a Salesforce lead on x-bees. You have two options: 

• Create Task
• Log Activity

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. 

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

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 x-bees calls and conferences.

Logging Scheduled Meetings

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.

In case the meeting was rescheduled or cancelled, the changes are automatically synced to Salesforce:

Cancelled meetings are marked as completed.

Multiple matches found in Salesforce

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.

Click on the Matches in Salesforce field:

Choose the relevant match (1) and click Confirm (2):

Create a Salesforce lead

You can create a Salesforce lead in x-bees from a conversation or from a contact card.

• From a conversation

In case you are in a conversation with an external person who is not present in Salesforce, you can add this contact:

• From a contact card

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:

1. Click Wrong match?
2. Click Create Lead
3. Fill out lead details and click Save

Multiple matches found in Salesforce:

• Click Matches in Salesforce (1) ->Create Salesforce Lead (2):

• At the next step, fill out the fields and click Save:

Manage Salesforce Opportunity

The Salesforce Opportunity integration in x-bees simplifies the management of Salesforce Opportunities by allowing you to handle them directly within x-bees Info frame. It is available for all conversations with at least 1 external contact. 

With this integration, you can conveniently track Opportunity stages, view and edit its summary and access connected Contacts, all within x-bees Info frame. If you and your colleagues are in the same conversation with an external contact, all of you have access to the linked Opportunity. This saves time and reduces the need to switch to Salesforce, fostering collaboration and alignment across the team.

Access Opportunity

To access Salesforce Opportunity section, follow these steps:

• Open x-bees and proceed to a dedicated conversation with a Salesforce Contact

• On the Info frame, navigate to the Salesforce -> Opportunity tab:
  
  
  

  Important:

  • The Opportunity tab is visible only if the first tab displays contact (not lead) and there is at least one Opportunity with the stage "Not Closed". 
  • Currently, only opportunities with record type Standard Opportunity are displayed within Salesforce integration with x-bees.
  • User should have access to Opportunity functionality in Salesforce, to be able to access Opportunity section in x-bees. 
• In case conversation is not started yet, you can see the following notification on the Opportunity tab:
  
  
  Currently, it is possible to connect only one opportunity to one conversation. In case opportunity was already connected to another chat, you may see the following notification: 
  
  
   If you click Confirm, the opportunity is connected to the current conversation, the previous connection to another conversation is removed. 
  

Manage Opportunities

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 Salesforce button to directly open it 
     
     

2. View and edit Summary

   • To view or edit the Summary including Key Info, Wildix Partner Target Score and Value Prompter, 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 or add new ones
   • To view Notes associated with the Opportunity, navigate to the Notes section
     
   • To edit a note, click on the Pencil icon next to the relevant note
     
     
     
   • To create a new note, click on the Add note button:
     

5. View and edit Tasks:

1. • To view Tasks associated with the Opportunity, navigate to the Tasks section
   • To edit a task, click on the Pencil icon next to the relevant task:
     
     
     
   • To create a new task, click on the Add task button: