Assign Salesforce Leads to Specific Agents and Users

Calls/Leads can be attributed to a specific Salesforce user by mapping an Agent Profile to the correct Salesforce user.

To get started, click Settings > Users, find the User in the list, and click the “Edit” button to the left of their name.

On the left, click "Agent Profile" to scroll to the Agent Profile section.

Under Salesforce User, click the “Type a Salesforce username” drop-down and start typing the Salesforce user’s name, then click on their name to select it.

Make sure and click the “Save changes” button before you leave this screen.

NOTE: The connection between a call agent that handles a call and a Salesforce user being assigned to a Lead only happens if the call is routed directly to an agent (not a receiving number) or if the call is routed through a call queue.