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. 

Getting started

To use our integration, you'll need REST API access in Salesforce, which is included with the Lightning Enterprise or Unlimited plans or as an optional add-on to other packages. 

If you think your Salesforce integration isn't functioning correctly, please see our Salesforce Troubleshooting article or our Salesforce Error Troubleshooting article.

Permission requirements

To use our integration you'll need to following user permissions in Salesforce:

  • Profile read
  • User read
  • Campaign read
  • Lead read/create/edit
  • Activity read/create/edit
  • Contact read/edit
  • Account read/edit

To avoid integration errors, please ensure the 'View All Profiles' setting is enabled for the user that is authorizing the integration, which can be verified and updated as described in this Salesforce help article: Update User Profiles


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Please note: if you have a Salesforce API Integration User license or are a Customer Portal and Partner Portal user, you won't be able to authorize the integration.


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 the Settings icon on the left navigation bar.

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

  3. Click Integrations at the top of the page.

  4. Choose Salesforce from the list of 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 can't 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.

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

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

  3. 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.

Regarding CallRail's creation or updating of leads and call activities that are detailed in the next sections, please note that once we create a lead, we never update the lead object again - it is the call activities that get updated.

We will create a lead at the start of the call, and we post call activities within that lead at the start with the limited pre-call information we have available (generally the caller ID info and start time). When the call is completed, we update the call activity fields, which we then have more information available for (such as duration, recording, and tags).

Send Outbound Calls to Salesforce

Choose whether or not CallRail should post activities for outbound calls in addition to inbound ones.

Leads and Activities for outbound calls will follow the same configuration settings already mapped out for inbound calls within Salesforce.

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.

Deactivating Salesforce integration

Deactivating 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 reactivate your integration in the future.

  1. Click the Settings icon on the left navigation bar.

  2. Choose the company where you'd like to deactivate the integration.

  3. Click Integrations at the top of the page.

  4. Choose Salesforce from the list of integrations.

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


Can I send my texts or form submissions to Salesforce?

CallRail's integration with Salesforce only sends call data. Text messages and form submissions won't report to Salesforce.

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