The integration allows data sync between Salesforce and all four CallHub products Call Center, Mass Texting (Peer to Peer messaging), Voice Broadcast, Texting Broadcast. You can sync contacts, leads, tags, notes, call dispositions under different CallHub products.
The Call Center campaign allows you to add tags to contacts they have reached out to. It is available in the "Script" section of the campaign. You need to click on the text box named 'Tags available to agents'. The below details will be synced back to the Salesforce instance:
- Name of the agent
- Name of the campaign.
- Time of the call
- Call Disposition
- Notes added (if any)
- Tags (only on Salesforce Classic)
You can add a tag to a contact based on his/her conversation by clicking on the "+Tag" option below the contact name, select a tag and click on "Save," and you are good to go.
In Salesforce, the synced data will be available in the "Activity History" of the Lead/Contact under Comments. The tags applied to the contacts will be available in the Classic View of the Salesforce instance.
The data sync will happen in a VB campaign after the contact presses the Transfer digit after receiving the call. Press a transfer digit, and you can see the synced data in Salesforce. Please refer to the below screenshot.
Note: There are no settings to select how the data syncs back while creating the campaign.
The data that syncs back will be the message's content, the name of the campaign from which the message was sent, and the time when the message got received. You can also add a "Sent Tag" or "Received Tag" to a contact per the communication.
The "Sent Tag" will be applied automatically to a contact in Salesforce if a message is sent to the contact. Similarly, if you receive a response to your message from the contact, the "Received Tag" will be applied.
The Tags will be displayed only on the "Salesforce Classic" interface.
Salesforce interface does not have a section to categorize tags based on sent message or received message, so we suggest you name the tags as an identifier (you can figure out quickly).
Peer to Peer Texting
With mass texting, you can sync the Salesforce field and the Tags added to the agent's contact.
The Salesforce Field will be available under the Script section while setting up the initial message. You need to select and Save; the data will populate for the corresponding contacts in the respective fields in Salesforce.
The option to make tags available for the agents is the same as the Call Center campaign, but here, the choice is available in the "Agents" section.
If the agent chooses a tag for a contact, the tag will apply to the contact after Saving the conversation details. The tags will be displayed for the contact only in the Classic View of the Salesforce instance.