Integrations
Salesforce
How your agents look up customer, account and booking records in Salesforce during a conversation, and write the outcome back so your records stay accurate.
On this page
If Salesforce is your CRM (the system that holds your customer records), your agents work from it and keep it up to date. During a conversation, the agent looks up the customer, their account and the records that matter in your business, such as a unit, a booking or a policy, so its answers come from your data. When the conversation ends, it writes the summary, the outcome and the next steps back into Salesforce, where your team already works.
Salesforce stays your system of record for customer and account data. The Telonic record is the system of record for conversation history.
What the connection lets the agent do
| Action | What it means for you | Example |
|---|---|---|
| Look up records | The agent finds the customer and the records it needs while the conversation is happening | A buyer's unit, payment schedule and handover date |
| Write back the outcome | The summary, outcome and next steps are written to the right record in Salesforce | A note on the contact: "Asked about service charges. Answered. No follow-up needed." |
| Create tasks and cases | Work that follows from a conversation is opened for your team, with the context attached | A task for the sales consultant to send a revised offer |
| Update fields you permit | Named fields are kept current, such as a lead's status or a contact's preferred language | A lead's status changed after a qualified enquiry |
| Deliver the handover brief | When a conversation goes to a person, the brief is available in Salesforce | Your consultant opens the contact and sees what was discussed |
Amounts and dates in the agent's answers are inserted directly from the Salesforce record, not retyped by the model.
How it connects
The connection uses Salesforce's standard API (application programming interface: the documented way other software exchanges data with it), through a dedicated integration user your administrators create and control. Access is granted with OAuth (the standard way to give an application limited access to an account without sharing a password), and the integration user's permissions decide exactly which objects and fields the agent can read or change.
Each connection is mapped to your configuration during implementation: your objects, including custom objects, your fields and your processes. Credentials are stored encrypted in your deployment, every call travels over TLS 1.2 or higher (Transport Layer Security, which encrypts data in transit), and the connection runs from your deployment in your chosen region.
Permissions
| Permission | Needed for | Default |
|---|---|---|
| Read contacts, accounts and leads | Recognising the customer | Only the objects and fields mapped with you |
| Read business records (units, bookings, policies) | Answering from your data | Only the objects and fields mapped with you |
| Create activities, tasks and cases | Writing back and opening follow-up work | On for the record types you choose |
| Update named fields | Keeping status and preferences current | Only the fields you list |
| Delete records | Not needed | Not granted |
The agent can only take actions your team has granted. Anything not granted cannot be invoked. See Permissions.
In practice
Sahel Crest Properties keeps its buyers, units and payment plans in Salesforce.
- Rania calls to ask when her next payment is due. The agent matches her phone number to her contact in Salesforce and confirms her identity.
- It reads her unit and payment schedule, and tells her the amount and the milestone it depends on, exactly as they appear in the record.
- She asks for a copy of the revised schedule. The agent creates a task for her consultant, with the details attached.
- It writes the summary and outcome to her contact. Her consultant sees the call and the task the next morning.
What your team controls
- Which objects and fields the agent can read and write.
- Which record types it can create.
- The integration user's access, which your administrators can change or withdraw at any time.
Related
- CRM and ERPIntegrations
- How integrations workIntegrations
- PermissionsIntegrations
- The customer recordCustomer record
- How a system gets connectedIntegrations
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