Integrate Callingly with Salesforce

Callingly connects to your Salesforce account, allowing you to trigger calls using a workflow in Salesforce.

Connect Callingly to Salesforce

1.

Navigate to the New Integration page.

2.

Hit the Connect button next to the Salesforce integration option. The connection will take place automatically. You’ll see a green popup in the top right corner of Callingly, letting you know the connection was successful.

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Note: You'll be taken to a Salesforce login page if you need to log in.

Choose Settings & Customize Lead Fields

Now that your integration is installed, you can set up a few options. This is where you can also change options in the future.

Configure Salesforce

Now it’s time to configure a few things in Salesforce. Namely, you must add an endpoint URL to your Salesforce outbound messages and set up a workflow containing your desired Callingly actions. Let’s take it a step at a time, beginning with the endpoint URL.

Grab your Salesforce endpoint URL

The Callingly endpoint URL allows the two applications to communicate with each other.

1.

Navigate to the Integrations page on the Callingly dashboard.

2.

Hit the Settings button next to the connected Salesforce integration.

3.

Copy your Endpoint URL. We’ll share it with Salesforce in the next step.

Create an outbound message

Now, let’s head to Salesforce to plug in the endpoint URL. In your Salesforce account:

1.

Click the settingsSettings icon in the top right corner of the page.

2.

Select Setup from the dropdown menu. You’ll be navigated to a new window.

3.

Search for Outbound Messages in the search bar on the left side of the screen. You should get at least two results.

4.

Choose Outbound Messages under the Process Automation category. This is where we’ll create a new outbound message.

5.

Hit the New Outbound Message button. The screen will redirect to a new page where you can select an object with the fields you want to include in your message.

6.

Select Lead from the dropdown menu. We’re choosing the Lead object because we want Lead information to be sent from Salesforce to Callingly.

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Note: You can also use the Contact object if you’d prefer. The rest of the setup remains the same.

7.

Click Next.

8.

Configure your outbound message. This is where you’ll configure the data sent from Salesforce and the endpoint URL where the data is sent so that it reaches your Callingly account. There are three fields you’ll want to be sure are completed before moving on:

Name	It’s always good practice to use a unique and identifiable name. This makes it easy to find the message in the future if you need to change something or troubleshoot. We’ll use: New lead sent to Scranton Team.
Endpoint URL	This is where you’ll paste the Callingly Endpoint URL copied earlier. Go ahead and paste it in! Phew. You can finally stop worrying about losing what’s in your clipboard.
Selected Fields	Select the fields that match the Field names present in your integration from the Available Fields box in the field mapping section above. For our purposes, we’re selecting: FirstName LastName Phone Email Company Id will always be selected as well.

9.

Click Save to save your new message!

Create A Flow in Salesforce

We now need to set up a Flow — or a workflow — that causes this outbound message to send to the Callingly endpoint URL. This allows information to pass from Salesforce to Callingly. For this article, we want our workflow to cause new leads to be called through Callingly.

From the setup page of your Salesforce account:

1.

Search for Flows in the search bar on the left side of the screen. 

2.

Select Flows under the Process Automation category. This will cause the screen on the right to reload with the Flows panel.

3.

Press the New Flow button to start creating your new workflow. This will open the Flow builder in a new window.

4.

Select the Record-Triggered Flow option from the pop-up menu. Since we want the workflow to trigger based on lead records, a record-triggered flow is the optimal way to make that happen. 

5.

Click the Create button. A new pop-up window will appear where you can configure the start of your Flow.

Configure start

The workflow creation is broken into three parts. We’ll start by configuring the start, before creating an action, and end by saving and activating the flow.

1.

Select Lead from the dropdown menu under the Select Object header. This will specify to Salesforce that the workflow should begin when something happens with a Lead record. We’ll define that ‘something’ next.

2.

Choose the option A record is created or updated under the Configure Trigger heading. This ensures that Salesforce starts the Flow when the Lead meets the conditions, even if the conditions update later.

3.

Select All Conditions Are Met (AND) from the dropdown menu under the Set Entry Conditions heading. This allows us to ensure that the Flow only triggers if we have the lead’s phone number. As Callingly can’t make a call to an email address, we don’t want to use up resources triggering our Flow for leads that only have an email address attached.

4.

Search for Phone in the Field input box.

5.

Set the operator to Does Not Equal.

6.

Choose the value of {!$GlobalConstant.False} constant using the Value dropdown menu. This means the workflow will begin once a value is entered for the phone number field when a lead is created.

7.

Choose the option Only when a record is updated to meet the condition requirements under the When to Run the Flow for Updated Records heading. This ensures that Salesforce knows only to run the Flow once per Lead.

8.

Click the Done button to save your choices and continue to the next step to set up your action.

Create an action

It’s great for the Flow to start, but nothing will happen if we don’t define an action. So let’s define what is meant to happen to our Leads after they enter the Flow.

1.

Hit the + button in your workflow path to add an element to the Flow. A new window will pop up.

2.

Search for Action in the search bar at the top of the Add Element screen. The pop-up will change to a New Action window so you can define your action.

3.

Select Outbound Message on the left side of the pop-up.

4.

Choose the outbound message that we created previously from the search bar/dropdown on the right side of the pop-up.

5.

Enter a Label for your action, such as Send Lead to Callingly. The API name box will automatically fill in. Add a description if you’d like.

6.

Click Done. The pop-up will close and return you to the overall Flow.

Save and activate your Flow

It's crucial that you both Save and Activate your flow; otherwise, all the work you’ve done is for naught!

1.

Hit the Save button in the upper right corner of the screen to save your Flow! A pop-up will appear.

2.

Give your Flow a name in the Flow Label box. We’ve used New lead is sent to Callingly.

3.

Click Save to finalize your Flow.

4.

Press the Activate button at the top of the screen to turn your workflow on.

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Important: If you don't activate the Flow, the integration won't work!

Sync Calls and Lead Owner

If you opt to have your Calls and Lead Owners sync, you must go into each user’s Callingly profile and select their Salesforce user account.

To do this, from your Callingly dashboard:

1.

Go to the Users page of your Callingly account.

2.

Click the editEdit button for the User you want to change.

3.

Select the correct user via the dropdown menu under the Salesforce User heading.

4.

Save your changes.

Next Steps

1. Test the integration by creating a new fake lead in your Salesforce account. This should automatically call Callingly, which will route the phone call to the Team selected during the Choose Settings step.
2. Set the call schedule. Once you've added your team, you'll want to set the schedule for when they can receive calls. This way, nobody will receive a call outside of work hours.

Pro-tip

Use a sandbox connection to test Salesforce with Callingly.

By creating a sandbox connection with Callingly, you can use Salesforce within a separate environment for testing and training. 

To do this, simply choose Connect Sandbox when connecting Callingly to Salesforce.

Common Questions

How do I route leads to multiple teams?

You can do this by creating another instance of the Salesforce integration in Callingly. Each integration will have a unique endpoint URL. You’ll need to create new outbound messages and new workflows for each instance of the integration.

How do I integrate with the Salesforce Sandbox vs. Production?

Salesforce gives every account a Sandbox version to test things in a non-production environment. To integrate with the Sandbox version,  choose Connect Sandbox during the first step of connecting your accounts.

How do I sync the lead owner between Salesforce and Callingly?

You can do this by heading to the Users page in Callingly and editing the user you want to modify. Look for the Salesforce User field box and select the user from the dropdown menu. When a Lead is synced into Callingly, the Lead will maintain that relationship with your user as the lead owner.