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How to link Ringover with Salesforce?

  • Updated

Connect Ringover to Salesforce to make and receive calls from your CRM and keep your customer communication history in one place. This guide covers the connection, Ringover settings, and Salesforce Call Center setup.

The Ringover integration with Salesforce lets you:

  • Sync Salesforce contacts with Ringover.
  • Make and receive calls from the Salesforce interface.
  • Keep calls, SMS and WhatsApp messages in customer communication histories.
  • Access call recordings when recording is enabled in Ringover.
  • Listen to customer voicemails.
  • Sync call notes and comments.
  • Sync call tags.
  • Access Empower summaries and transcripts when enabled.
  • Map Salesforce fields to the Info section of the Ringover Dialer.

Prerequisites

Before connecting the two accounts, make sure that:

  • You have a Ringover Business account.
  • An administrative or technical Ringover account performs the connection.
  • A Salesforce administrator account installs the integration.

The integration is compatible with Service Cloud, Sales Cloud and Experience Cloud. It is not compatible with Salesforce Developer Edition.

How to integrate Ringover with Salesforce

1. Link your Ringover and Salesforce accounts

Activate Salesforce from the Ringover Dashboard to connect both accounts.

  1. Go to Dashboard > Store > Integrations.
  2. Click Activate next to Salesforce.
  3. Click Allow to authorize the connection.
Activating the Salesforce integration in the Ringover Dashboard

2. Configure your Salesforce integration

Choose which calls and messages to log, how contacts are synchronized, and which information appears in the Ringover Dialer.

  1. Go to Dashboard > Store > Integrations.
  2. Click Configure next to Salesforce.
  3. Select the interactions and settings you want to use.
  1. Call types: Choose which incoming, outgoing and missed call types are included in Salesforce call logging.
  2. Include recordings in call logs: Choose which recording files to attach to call logs.
  3. Restrict access to recordings: Control access to recordings linked in Salesforce call logs.
  4. Phone numbers: Select which Ringover numbers are included for call activity logging.
  5. SMS messaging numbers: Select which Ringover numbers are included for SMS logging.
  6. Group SMS conversations by: Choose whether and how SMS messages are grouped in Salesforce.
  7. Link users with an account: Match Ringover users to their Salesforce accounts.
  8. Assign missed IVR calls to: Select the user assigned to missed IVR call activities.
  9. Log internal calls: Include calls between Ringover users in Salesforce call logs.
  10. Include Empower summaries and transcripts in call logs: Add available Empower summaries and transcripts to call activities.
  11. Log Empower meeting summaries as: Choose the Salesforce activity type for Empower meeting summaries.
  12. Include scenario name in call logs (for incoming IVR calls): Add the IVR scenario name to incoming call activities.
  13. Identify IVR source for transferred calls: Include the originating IVR information for transferred calls.
  1. Status of created task: Map the Salesforce task status for completed and missed calls and for incoming and outgoing SMS messages.
  2. Logs display language: Choose the language used for activity logs.
  3. If a contact page exists, open that page when the contact answers the call: Open the matched Salesforce record when the contact answers.
  4. Activate Sales Engagement: Enable the Salesforce Sales Engagement connection for Ringover call activity.
  5. Sales Engagement tags: Select the Ringover call tags used by the Sales Engagement connection.
  6. Custom field for call disposition: Enter the Salesforce field name if the call disposition field has been renamed.
  7. Log outbound/inbound calls longer than: Set a minimum call duration for logging inbound and outbound calls.
  8. Log WhatsApp messages: Add WhatsApp message activity to Salesforce.
  9. Create contact for calls: Choose whether to create a Salesforce contact record when a call has no matching contact.
  10. Create contact for SMS messages: Choose whether to create a Salesforce contact record when an SMS has no matching contact.
  11. Logs for transferred calls: Choose how activities are created for participants in transferred calls.
  12. Create contact for WhatsApp messages: Create a contact record for an unmatched WhatsApp correspondent when enabled.
  1. Sync contacts (v4): Enable Salesforce contact synchronization with Ringover.
  2. Sync contacts on a call-by-call basis: Synchronize contact information when calls occur.
  3. Display contact's info during call and only store their info if call-by-call basis is activated: Show contact information during the call and conditionally store it when call-by-call contact synchronization is enabled.
  4. Mapped fields: Select Salesforce fields to display in the Info section of the Ringover Dialer.

Important: On Android, notes and tags entered in Aftercall or the call log cannot be synced back to Salesforce.

For more information about these settings, see How to configure your tool? For Sales Engagement options, see How to enable the Sales Engagement Salesforce module in Ringover.

3. Configure the Call Center in Salesforce

Import the Ringover Call Center configuration into Salesforce.

  1. Download the Ringover Salesforce CTI archive.
  2. Extract Ringover_Salesforce_CTI.xml from the archive.
  3. Follow the process in the guide below to configure the Call Center in Salesforce.
Guide to importing the Ringover Call Center into Salesforce

4. Add the Ringover app to the Salesforce toolbar

Add Ringover to the Salesforce toolbar so users can access the Dialer from their workspace. Follow the process in the guide below.

🎉 Ringover now appears in your Salesforce toolbar, and the interactions you selected can be logged in customer records.