Salesforce Integration

CallRail's Salesforce integration allows you to fully customize how your call activities report to Salesforce. Choose when and how your call tracking data reports and create customized rules for assigned new leads in your Salesforce campaigns. 

To use our integration, you'll need a subscription to the Lightning Enterprise plan or Unlimited plan in Salesforce.

Integrating with Salesforce

CallRail’s integration with Salesforce is company-dependent in your account. Follow the instructions below for each company you’d like to integrate with Salesforce.

  1. Click Settings at the top of the page.

  2. Choose the company you’d like to integrate with Salesforce.

  3. Select All Integrations from the Integrations menu on the left.

  4. Choose Salesforce from the list of available integrations.

Building in Sandbox or Production

Before building your integration, you'll want to choose to either set up and test your integration in your Salesforce Sandbox domain or build directly in your Salesforce Production account.

Note: CallRail is unable to transfer an integration from Sandbox to Production because pre-existing conditions in your Sandbox account and your Production account may interfere with your data reporting correctly. 

Choose Production, and enter your Salesforce Production Domain to grant CallRail access to your Salesforce Production account. Then click Authorize.




Choose Sandbox, and enter your Salesforce Sandbox Domain to grant CallRail access to your Salesforce Sandbox account. Then click Authorize.

Then, Authorize CallRail to connect with your Salesforce account.

Once you click Authorize, you'll be taken to Salesforce and asked to authorize this application to use data from your account. We will never see your Salesforce password.

Customizing Your Integration

Send CallRail call data to Salesforce

The first section on this page allows you to choose when CallRail sends the call data you select to Salesforce. You'll have two options in this first step:

1. Send call data when a call begins, and again when the call is completed. This will send one API call when the call starts, and another API call after the call ends. The first API call includes preliminary information we gather about a caller, like their caller ID name and telephone number. The API call after the call ends will send details like the call's duration, as well as a link to the call. 

2. Only send call data when a call is completed. This will only send one API call after the call ends. This single API call will include all details about the call.

Creating New Leads

Click the checkbox to allow CallRail to create a new lead when no lead is found. This allows us to search your Salesforce account for the phone number of the caller. If no contact, account, or lead is found with that phone number, we'll create a new lead.

If you've chosen to create a new lead when no lead is found, there are additional and advanced customizations you can configure for your new leads.

First, you can add any of the required fields you created in Salesforce to the CallRail integration and assign default values to the new leads CallRail creates within Salesforce.

Each of these values will be assigned automatically within Salesforce when a new lead is received. This allows you to send new leads to Salesforce even if your required fields are not associated with any of the call data.

The first set of rows within this table are your default fields. You can freely add or remove these settings.

Click + Add Field to add a new lead object field.

Next, you can choose how your Salesforce lead object fields populate with call data by setting up custom field mapping. 

For example, to assign a lead's source, you can create a row that sends the CallRail field "source type" to the Salesforce field, "lead source." CallRail will never update, overwrite, or change existing lead fields in Salesforce.

The first set of rows within this table are CallRail's default settings. You can freely add or remove these settings.

Click + Add Field to add a new lead object field or Reset to Defaults to restore CallRail's default settings.

Finally, choose if you'd like to assign a Salesforce campaign to new leads created by CallRail. 

Clicking this checkbox to enable this feature also allows you to set rules as to how your campaign will be assigned in Salesforce. Only in-progress Salesforce campaigns will appear in this drop-down.



- Select + Add Rule to create a new row on the table.
- Select a Call FieldRule, and Salesforce Campaign for each row you create.
- Use the arrows on the left to create an order in which campaigns should be assigned to new leads that fit more than one criterion.

Existing Contacts and Accounts

You may also choose to add call activities to existing contacts and accounts within Salesforce. This means that CallRail will post any call activity by a contact or account that existed within your Salesforce account prior to setting up this integration with CallRail.

Selecting this option also adds call activities to new and existing leads. 

Customize Call Activities

This allows you to use field mapping to correlate specific call data fields with the Salesforce call activity field of your choice. 

Note: You can configure the same CallRail call field to populate different Salesforce fields; however, it's not possible to send two call fields to the same Salesforce field.

Click + Add Field to create a new row or Reset to Defaults to restore the pre-populated list.

When you're finished customizing your Salesforce integration, click Activate.

Calls will begin sending your custom data to Salesforce from the time the integration is activated and going forward, it won't register new leads or call activities that occurred prior to activating the integration.

Disabling Salesforce Integration

Disabling a company's Salesforce integration will prevent CallRail from sending campaign data to your Salesforce account. We'll keep your Salesforce credentials saved in case you'd like to re-activate your integration in the future.

  1. Click Settings at the top of the page.

  2. Choose the company whose integration you'd like to disable.

  3. Select All Integrations from the Integrations menu on the left.

  4. Choose Salesforce from the list of integrations.

  5. Select Disable Integration on the right side of the page.

  6. Click Disable to turn off your Salesforce integration.

Video Tutorial

Use this video as a guide to setting up your Salesforce integration:

FAQs

Can I send my outbound calls, texts, or form submissions to Salesforce?

CallRail's integration with Salesforce only sends inbound calls. Outgoing calls you make with your tracking numbers, form submissions, and text messages won't report to Salesforce.

Can I configure a custom call activity name that CallRail creates when a call occurs?

Not at this time. Call activity names are automatically set by CallRail.

What is the difference between the Default Fields and Field Mapping sections under Creating New Leads?

Default Fields are field values that are consistent across all Leads. Common examples are Source, Status, and Owner. If an integration were configured with these three default fields, all Leads created via the CallRail integration would be assigned the same Source, Status, and Owner. 

Field Mapping is used to map field values that will vary from Lead to Lead based on the caller's details. Common examples are Customer Name and Customer Phone Number. 

What's the difference between custom and standard fields? Can I send call information to both? How is that configured?

Standard fields are fields that come with every Salesforce Account. Custom fields are fields created by the user that are specific to their company or industry.

CallRail can push data to both standard and custom fields. When you activate the integration, CallRail pulls in both from your Lead & Activity objects. You'll find those objects listed in the Salesforce Lead Field and Salesforce Call Activity dropdowns on the integration page in CallRail. These can be configured when you set up the integration.

To map to a given field, select it from the dropdown and then choose the CallRail Call Field you'd like to use to populate that field in SalesForce. This can be done for both Leads and Activities.

When the integration is activated, CallRail populates a set of default field mappings, but you can add to, remove, or change these default settings as you see fit. You can return to the default settings at any time by clicking the 'Reset to Default' button on the integration page in CallRail. 

What about custom objects? Can the integration push data to those?

We do not currently support custom objects. We can only send data to Accounts, Contacts, Leads, and Activity objects.

What Salesforce field types does the integration support?

The integration supports mapping data to custom and standard fields of the following types: string, picklist, multipicklist, phone, email, url, currency, int, datetime, double date, percent, and textarea.

Which fields can CallRail send to SalesForce?

You can send the following CallRail Call Fields to SalesForce:

- abbr_customer_country
- abbr_customer_state
- answered
- business_phone_number
- call_highlights
- call_type
- call_url
- company_id
- company_name
- company_site_name
- company_time_zone
- conversational_transcript
- created_at
- customer_city
- customer_country
- customer_name
- customer_phone_number
- customer_state
- description_block
- device_type
- direction
- duration
- first_call
- formatted_business_phone_number
- formatted_call_type
- formatted_customer_location
- formatted_customer_name
- formatted_customer_name_or_phone_number
- formatted_customer_phone_number
- formatted_duration
- formatted_tracking_phone_number
- formatted_tracking_source
- formatted_value
- full_customer_country
- full_customer_state
- ga
- gclid
- good_lead_call_id
- good_lead_call_time
- id
- integration_data
- keywords
- keywords_spotted
- landing_page_url
- last_requested_url
- lead_status
- medium
- note
- prior_calls
- recording
- recording_duration
- recording_player
- referrer_domain
- referring_url
- source_name
- speaker_percent
- start_time
- tags
- total_calls
- tracker_id
- tracking_phone_number
- transcription
- utm_campaign
- utm_content
- utm_medium
- utm_source
- utm_term
- utma
- utmb
- utmc
- utmv
- utmz
- value
- voicemail
- waveforms