Salesforce and Telebroad
Salesforce is a cloud CRM (Customer Relationship Management) platform to help businesses analyze and manage marketing, sales, e-commerce, and customer service.
The Telebroad integration is configured from the Admin Center and works with our TeleConsole desktop/web app. It cross-references phone numbers for inbound or outbound calls with your Salesforce accounts and provides a link to open the related contact/client page in Salesforce. You can also enter call comments in the TeleConsole and they will be saved in Salesfoce.
You can also add contacts to Salesforce directly from the TeleConsole and use all the other functions of the TeleConsole to call, text, and fax clients or communicate with phone system users using the Team Chat feature.
Admin Center Configuration
To configure the integration sign in to the Admin Center and select App Integrations>Salesforce>Manage.
Each account you have with Salesforce is configured separately and is referred to as an agency. An active and properly configured integration is marked with 
and you can click this icon to temporarily disable the integration instead of deleting it.
Select any existing agency to edit it or select ADD to integrate a new account.
Agency (Integration) Settings
When you add or edit an agency you will enter the following fields:
Name: The name of the Hubspot account.
Description (optional): A description of the Hubspot account.
Users: From the drop-down list, check all the phone system users who will be granted access to the integration.
Log All Calls: Use this toggle to enable or disable logging of TeleConsole calls in Salesforce (see more about call logs below).
Connecting the Integration
After entering the Agency settings you still need to activate and connect the integration.
To do so, click 
next to the Salesforce account you wish to connect and you will be asked to sign into your Salesforce account. Enter your Salesforce credentials and, if prompted, click Allow to give the integration the required permissions.
The bell icon will turn green indicating the integration has been successfully connected.
If you click the icon to disable the integration you will need to reconnect it again.
If you try to connect additional accounts and the icon turns green instead of asking for your Salesforce credentials, use incognito mode or a different browser to access the Admin Center and try connecting again.
Using the Integration in the TeleConsole
Once the Salesforce integration is configured on the Admin Center, it becomes available to users who were granted access to it on their TeleConsole desktop/web app.
To use the integration a user needs to sign into his Salesforce account on the default web browser.
The Salesforce integration button shows in a panel on the right (together with other integrations enabled for the user) when making or receiving a call or for existing call logs. Clicking it will display the integration options and details of the contact based on his phone number and Salesforce record.
It will also show the contact's information as it appears in the user's TeleCosole account (next to the 
icon) with an option to Edit Contact. The TeleConsole details may be identical or different from Salesforce, depending on how they were entered in each service.
If a phone number cannot be cross-referenced, the integration offers the option to add it to Salesforce (see next).
Adding New Contacts
Use the Add to Salesforce option to create a new Salesforce contact for phone numbers that are not found in Salesforce. You can provide the First name, Last name, and Email of the contact. Any additional details for the contact need to be added directly in Salesforce.
You can also add the contact to the TeleConsole by selecting Create Contact. With TeleConsole contacts you can have different phone numbers, label them, and select if the contact is private (available only to you) or public (available to all phone system users). You can read more about TeleConsole contacts here.
Contacts that already exist in Salesforce can be readded as secondary or alternative records for the contact, but you need to change the contact's name or you will get a "Duplicate contact" error.
TeleConsole Integration Options
The following options are available for phone numbers of contacts that are cross-referenced with the Salesforce account:
- The name of the contact is a clickable link that will open his contact page in Salesforce.
- Click the arrow toggle (
) next to the contact's name to display the contact's email and comments box.
To be able to add comments the Log All Calls setting needs to be enabled in the Admin Center (see above).
Comments for each call can be seen and edited in Salesforce under the contact's activities by clicking 
next to the relevant call and selecting Edit Comments.
Make sure "Only show activities with insights" is toggled off or you may not see all calls.
