Salesforce Integration

Overview

With Telavox for Salesforce you can improve your employees efficiency by integrating Telavox services directly into Salesforce. Allow your agents to focus on the conversation instead of switching back-and-forth between tools. Get the information and functionality you need inside Salesforce, while saving valuable time and minimizing distractions.

Key benefits

Delight your customers

Telavox for Salesforce displays essential customer information before an interaction even begins, enabling a personalised and well-informed customer interaction.

Empower your agents

Telavox for Salesforce removes most of the mundane and error prone manual data entry required to keep data consistent offering a more efficient work day with less frustration.

Streamline your work

With Telavox for Salesforce, agents no longer need to switch between applications during an interaction, saving time but also maintaining their focus on what matters the most: your customer.

Key features

Embedded softphone

Get the whole Telavox web app embedded in your CRM with complete softphone capabilities such as receiving, placing and transferring calls (incl. click-to-dial), muting and putting the caller on hold.

Contact lookup & history

For both incoming and outgoing calls, Telavox looks up the number and fetches all relevant contact information from your CRM in a pop-up. View the contact’s call and case history, listen to recorded calls and voicemails, as well as navigate to the contact card with a single click. You can also place a call directly from the contact card.

Streamline your work.

With Telavox for Salesforce, agents no longer need to switch between applications during an interaction, saving time but also maintaining their focus on what matters the most: your customer.

One-click creation

Create a new contact, lead or account for a previously unknown caller inside the call modal and log activities during the call, with only one click.

Easy queue management

Manage availability and queue membership. View live queue statistics, monitor current queue calls and view queue call history.

How to setup the integration

Requirements

“CRM Integration” user addon for Telavox Fixed or Mobile user licence.
Salesforce Edition; Professional, Enterprise, Unlimited, Developer, Performance, Essentials
Only compatible with Salesforce “Lightning”-apps.

Installing the app from AppExchange

Find Telavox app for Salesforce in Salesforce AppExchange here.
Press “Get it now” and follow installation instructions inside AppExchange
Note that you may be prompted to log with your Salesforce credentials several times during the installation.

Configuring users

When the app installation is complete, Telavox | Flow should now be visible under Setup -> Apps -> Packaging -> Installed Packages
Go to Setup -> Feature Settings -> Service -> Call Center -> Call Centers (or simply type “Call Centers” in the search bar under Setup).
Click on Telavox CTI in the list, then click “Manage Users”
Find and mark the users you want to add the Telavox for Salesforce integration to then press “Add to Call Center”

Adding CTI to Salesforce app

Go to Setup -> Apps -> App Manager
Press “Edit” for an app you want to add the app to (Note that the app must be of type “Lightning”).
Select “Utility Items (Desktop Only)” in the left hand menu.
Press “Add Utility Item” -> “Open CTI Softphone”
Give it an appropriate label, such as “Telavox” and press “Save
The integration should now be visible in the app you have added it to.

When the app is installed you log into the CTI with your Telavox credentials

Salesforce