Salesforce Guide

Integrating CallTrackingMetrics with Salesforce

CallTrackingMetrics can integrate directly with your Salesforce account so that calls coming through your tracking phone numbers appear automatically as leads, activities, or as a custom object in Salesforce. This is a powerful way to ensure that all of your advertising and agent performance data feeds right into your Org so that your team can see which campaigns are driving calls and resulting in sales, giving you full visibility and actionable data to maximize your ROI.

This guide includes the following:

1. Integration Requirements
2. Integration Setup
3. V2 Salesforce Phone (Lightning)
4. V2 Salesforce Phone (Classic)
5. Using Salesforce Triggers

Here are some of the most popular ways to use the Salesforce integration:

• Append Salesforce campaigns to leads using CTM tracking sources
• Create new leads, contacts, or custom object records from CTM phone calls and FormReactors
• Associate CTM agents with Salesforce users to track activity
• Create a call center: click to call from a record and disposition phone calls via the CTI softphone
• Import past call data

Integration Requirements

CallTrackingMetrics:

• You must be on the Sales Engage, Enterprise, or Connect plan
• User role must be Administrator or Agency Administrator

Salesforce Requirements:

• You must be on the Enterprise plan or the Unlimited plan (non-profit plans are supported)
• You must have top-level Salesforce administrator privileges and read/write/edit permissions on all objects and fields being mapped.

Integration Setup

We’ve found that no two companies leverage Salesforce exactly the same way due to the robust nature of the platform, and the way that we integrate CTM data with your Salesforce account is highly customizable. CTM’s passing of data to your Org can accomplish a lot of different objectives. The two most common objectives for linking CTM to a salesforce account usually involve either:

• Attributing marketing data to a record for funnel reporting, or
• Attributing an activity to an agent for performance reporting

To connect your CallTrackingMetrics and Salesforce accounts:

Note: You can link multiple CTM accounts to one Salesforce account. Salesforce has a limit of 5 connections. 

1. Navigate to Settings → Integrations → Salesforce.
2. Review the required permissions and select to link to either your sandbox or your production account in Salesforce.
   
3. Once your account is linked, the page will refresh with options you can configure for how and when call data will sync to Salesforce.

V2 Salesforce Phone (Lightning)

Our latest Salesforce phone integration enhances the agent experience by offering single sign-on capabilities right out of the box. This eliminates the need for separate logins to CallTrackingMetrics, creating a smoother workflow. It also bypasses the challenge of third-party cookies being blocked by browsers. Furthermore, leveraging cutting-edge WebRTC technology ensures a more reliable and robust phone experience. This integration is available on Sales Engage, Enterprise, and Connect plans.

Note: By following the below instructions, you will install the new softphone V2 unless you download the adapter in the Legacy Adapter section, which will be softphone V1.

Installation

1. Scroll to the OpenCTI section of the Salesforce integration page within CallTrackingMetrics.
2. Click the  Install Lightning Adapter button.
3. Check if you would like your agents automatically assigned to the call center. If not assigning agents automatically, skip to this section to set up manually. 
4. Check if you would like the phone inline within Salesforce.
   1. Note: By default, the softphone has a pop-out window to carry the audio during a phone call. You can optionally load this inline within the lightning interface. Beware, if your agent reloads the Salesforce page, the phone call will drop.
5. In Salesforce, go to the App Manager and install the Open CTI Phone to the utility bar on the app you are using.
   1. Click the App Manager link.
   2. Next to your App, click , and then click Edit.
   3. In App Settings, go to Utility Items (Desktop Only).
   4. Click Add Utility Item.
   5. In the search bar, enter Open CTI Softphone, and then click Open CTI Softphone.
   6. Save your changes.
   7. Go to User Profiles, and make sure the contact center user’s profile is in the Selected column.
   8. Save your changes.

Note: Salesforce users who are connected to the Open CTI will automatically be created in CTM as Call Agents.

If you see this error, it's because the Softphone Layout created at some point needs to be adjusted:

If you see this error, you are likely logged into CTM as a different user than your Salesforce user:

Setting up the Call Center in Salesforce (these steps only need to be followed if not linking agents automatically)

IN CALLTRACKINGMETRICS

To get started, you will need to download the CallTrackingMetrics Open CTI Adapter. 

1. Navigate to Settings → Integrations → Salesforce, then click or scroll down to the OpenCTI section.
2. Click the Open CTI Adapter link to download the adapter xml file.

IN SALESFORCE

1. Navigate to the Setup page in your Organization.
2. Locate the Quick Find search box in the left-hand navigation, search for and select Call Centers.
3. On the Call Centers page, click Import and Choose File, then select the CTM Open CTI Adapter file you downloaded from the Salesforce integration page in CTM.
4. Click Import.
   
5. Once you have imported the file, your page will refresh and on the second half of the page, you will see a new section titled Call Center Users. Navigate to this section and click Manage Call Center Users to add users to your call center.
   • Note: If your users are already added to another call center, please remove them before you add them to the CTM Call Center.
     

Screen Pop (Optional)

1. In Salesforce Setup> Quick find, locate Call Center and click Softphone Layouts.
2. Click Edit to the left of the Standard Softphone Layout.
3. Scroll to Screen Pop Settings.
4. Configure each according to how you want your screen to pop by clicking Edit to the right of each option, then click Save at the top of the page when complete.

Using the Phone (Standard Mode)

1. Go to the Salesforce app where you will be taking calls.
2. In the bottom left corner of the Utility bar, click the Phone button.
3. When the Phone appears, click the Launch Phone button.
4. Once the secondary device window states; Your device is registered, minimize this window (do not close).
5. Set your status to available, then begin making and receiving calls.

Using the Phone (Inline Mode)

1. Go to the App you use, in Salesforce, where you will be taking calls.
2. In the bottom left corner of the Utility bar, click the Phone button.
3. Set your status to available, then begin making and receiving calls.

V2 Salesforce Phone (Classic)

Our latest Salesforce phone integration enhances the agent experience by offering single sign-on capabilities right out of the box. This eliminates the need for separate logins to CallTrackingMetrics, creating a smoother workflow. It also bypasses the challenge of third-party cookies being blocked by browsers. Furthermore, leveraging cutting-edge WebRTC technology ensures a more reliable and robust phone experience. This integration is available on Sales Engage, Enterprise, and Connect plans.

Note: By following the below instructions, you will install the new softphone V2 unless you download the adapter in the Legacy Adapter section, which will be softphone V1.

Installation

1. Scroll to the Open CTI section of the Salesforce integration page within CallTrackingMetrics.
2. Click the Install Classic Adapter button.
3. Under Installation Options, check the box if you would like your agents automatically assigned to the call center. 
4. Click Install.
5. Once installation is complete, click the Get Started in Salesforce button.

Screen Pop (Optional)

1. In Salesforce, go to Setup> Quick Find locate Call Center and click Softphone Layouts.
2. Click Edit to the left of the Standard Softphone Layout.
3. Scroll to Screen Pop Settings.
4. Configure each according to how you want your screen to pop by clicking Edit to the right of each option, then click Save at the top of the page when complete.

Using the Phone 

1. There will be a new button in the left corner of your Salesforce screen,  .
2. Click the Launch Phone button.
3. Once the secondary device window states; Your device is registered, minimize this window (do not close).
4. Set your status to available, then begin making and receiving calls.

Using Salesforce Triggers

Creating a Record Sync Trigger

This section will cover the basic record sync trigger setup for your Salesforce integration.  To learn more about triggers and all of the options that can be used, see the full article here.

When you have finished creating the trigger, you can use Test Mapping to test the trigger you have created against one of the activities in your CTM account. 

1. Navigate to Flows → Triggers.  If you do not already have a trigger in your account, you will be redirected to a setup page.  Otherwise, click New Trigger in the upper right.
2. Enter a name and optional description for the trigger.
3. Use the drop-down menu to select when this trigger should run.  For Salesforce, we recommend running the trigger at the end of the call to ensure all data is collected before it is sent to Salesforce.
4. Use the toggle to enable this trigger for all activities in your account, or choose to select specific tracking numbers to use with this trigger.
5. Click Save Changes.
6. Click + Add Workflow.
7. Use the “If all the following rules match” section to set rules for your trigger, such as first-time callers only, or calls over a specific duration.
8. Click Add Action and select Salesforce Record Sync.
9. If you are using the legacy Salesforce integration (the “Enable Legacy Salesforce Integration” toggle is on in your Salesforce settings), the trigger will sync using the rules defined in your Salesforce settings.
   • Using this version will complete the trigger setup.  Next, select Save Changes.
10. For the updated version of the Salesforce integration, check the Custom mapping box to configure your record sync.
11. Use the drop-down menu to select how you want the information to be sent to Salesforce:
    • Update only will update an existing record.  New records will not be created.
    • Insert only will only create a new record.  No existing records will be updated.
    • Update or insert (upsert) will either create a new record or update an existing record.
12. Use the Salesforce Object Mapping drop-down menu to select the type of object you would like to sync data to in Salesforce.
    • Advanced users may wish to configure an Advanced Custom SOSL Query instead.  For more information, see “Creating an Advanced Custom SOSL Query” below.
13. If you wish to associate the Salesforce object you selected to the call or text in your CTM account, check “Associate to Call, Text, Form, etc…”
14. If you wish to set an owner for the record (based on your Salesforce integration settings), check “Set record owner.”
15. Select Add Field Mapping to begin creating your custom mappings.
16. In the row that is added, select the following details:
    • The CTM field with data you wish to send to Salesforce
    • The Salesforce field where the data should appear
    • The default value to use if a value is not available (optional)
      • Click the edit button next to this field to see shortcut tokens that can be used here
    • Whether the record sync should always or never overwrite the selected Salesforce field
17. Click Add Field Mapping to continue adding fields as needed.
18. Save Changes. Once your CTM account has been linked to Salesforce, you can use triggers to customize record syncing and campaign associations between your accounts.  Using triggers with your Salesforce integration will allow you to:
    • Set specific conditions for when data should be sent to Salesforce
    • Select which object types should be updated
    • Create custom field mappings to determine where data will be inserted or updated in your Salesforce account
    • Automatically execute other actions, such as applying tags or sending notifications, alongside the record sync

Creating a Salesforce Campaign Trigger

This section will cover the basic campaign link trigger setup for your Salesforce integration.  To learn more about triggers and all of the options that can be used, see the full article here.

1. 1. Navigate to Flows → Triggers.  If you do not already have a trigger in your account, you will be redirected to a setup page, otherwise, click New Trigger in the upper right.
   2. Enter a name and optional description for the trigger.
   3. Use the drop-down menu to select when this trigger should run.  For Salesforce, we recommend running the trigger at the end of the call to ensure all data is collected before it is sent to Salesforce.
   4. Use the toggle to enable this trigger for all activities in your account, or choose to select specific tracking numbers to use with this trigger.
   5. Save Changes.
   6. Select + Add Workflow.
   7. Use the “If all the following rules match” section to set rules for your trigger, such as first-time callers only, or calls over a specific duration.
   8. Click Add Action and select Salesforce Campaign.
   9. By default, the Salesforce campaign selected will be based on the Tracking Source associated with the activity.  To use a specific campaign instead, check the box labeled “Link to specific Campaign.”
   10. Use the drop-down menu to select the campaign to link to the activity.
   11. Save Changes.
   12. For the updated version of the Salesforce integration, check the Custom mapping box to configure your record sync.
   13. Use the drop-down menu to select how you want the information to be sent to Salesforce:
       • Update only will update an existing record.  New records will not be created.
       • Insert only will only create a new record.  No existing records will be updated.
       • Update or insert (upsert) will either create a new record or update an existing record.
   14. Use the Salesforce Object Mapping drop-down menu to select the type of object you would like to sync data to in Salesforce.
       • Advanced users may wish to configure an Advanced Custom SOSL Query instead.  For more information, see “Creating an Advanced Custom SOSL Query” below.
   15. If you wish to associate the Salesforce object you selected to the call or text in your CTM account, check “Associate to Call, Text, Form, etc…”
   16. If you wish to set an owner for the record (based on your Salesforce integration settings), check “Set record owner.”
   17. Select Add Field Mapping to begin creating your custom mappings.
   18. In the row that is added, select the following details:
       • The CTM field with data you wish to send to Salesforce
       • The Salesforce field where the data should appear
       • The default value to use if a value is not available (optional)
         • Click the edit button next to this field to see shortcut tokens that can be used here
       • Whether the record sync should always or never overwrite the selected Salesforce field
   19. Click Add Field Mapping to continue adding fields as needed.
   20. Save Changes. Once your CTM account has been linked to Salesforce, you can use triggers to customize record syncing and campaign associations between your accounts.  Using triggers with your Salesforce integration will allow you to:
       • Set specific conditions for when data should be sent to Salesforce
       • Select which object types should be updated
       • Create custom field mappings to determine where data will be inserted or updated in your Salesforce account
       • Automatically execute other actions, such as applying tags or sending notifications, alongside the record sync

Creating an Advanced Custom SOSL Query

This setting is available when configuring a Salesforce record sync.  Configuring your own query allows you to specify your own rules for matching records between CTM and Salesforce.

Note: this setting requires advanced knowledge of SOSL query language.  Do not use this feature unless you are familiar with its usage.

1. 1. While configuring a Salesforce record sync (see instructions above), click the pencil icon next to the Salesforce Object Mapping field to open the Advanced Custom SOSL Query window.
   2. Click Add Query and enter your custom query.  You can provide up to 3 queries. For example:
      1. FIND {555*555*5555 OR 1*555*555*5555 OR 555.*555.*5555} IN PHONE FIELDS RETURNING Account LIMIT 1
      2. FIND {[e-mail]} IN EMAIL FIELDS RETURNING Account LIMIT 1
   3. Select Add Query to add up to three total queries.
   4. Use the drop-down to select a call from your account and click Test Query to confirm whether your query will work as intended.
   5. Click Stage.