If customers also use Salesforce, they can integrate MiiTel and Salesforce objects. Salesforce objects that can be integrated are Accounts, Contacts, and Leads (Person Accounts can also be integrated).
With Salesforce integration, Salesforce's account name and contacts will automatically be saved to MiiTel's Contacts if the information matches with the phone numbers of MiiTel's outbound or incoming calls. The contact information will automatically be saved to Call History and Call History List.
Objects other than Accounts, Contacts, and Leads can not be integrated.
The record that matches the phone number saved in Salesforce's phone fields will be created on MiiTel. (MiiTel will not retrieve information from custom fields or objects other than Contacts, Accounts, and Leads.)
When the phone number is found in multiple objects, the information will be retrieved by order of Contacts, Accounts, then Leads.
If more than one record exists for the same object, MiiTel will retrieve the most updated record.
Please note that this service is not available for Professional Edition and Essential Edition.
How to integrate
If you are setting up a new integration, please integrate by Authenticate with Salesforce ID (Recommended). Before you change to Authenticate with Salesforce ID (Recommended), please first see the differences in the authentication method.
Permission to see Salesforce user records that are linked to MiiTel users
Log in to MiiTel Admin.
Click Third Party Integration > Salesforce > Basic settings tab
Select Authenticate with Salesforce ID (Recommended).
Click Integrate.
You will log in to Salesforce as the Salesforce user (if you have already logged in to Salesforce, the message "Do you want to allow access?" will be displayed. After you check the account details, click Allow.)
If you do not want to retrieve the Salesforce record, check Check if you are NOT willing to retrieve Salesforce contact information and click Save.
If you click on the phone number saved in the phone fields of Contacts, Accounts, and Leads and make a call, the clicked record will be saved to Contacts in MiiTel Analytics.
For the integration of contact information, the Salesforce API will be called up to three times per call.
If your Salesforce organization uses a single sign-on (SSO), you'll need to use an account that allows you to log in with your ID and password for this integration.
Please confirm the following for the Salesforce user.
The user can use Salesforce API (can log in by using the API)
If you are using multi-factor authentication, disable Multi-Factor Authentication for API Logins from Permission Sets
You have permission to see records, including all Accounts, Contacts, and Leads
Check if you are willing to retrieve Salesforce contact information by daily batch: Set the timing to add the Salesforce record (of a phone number that matches the Call History) to Contacts. When the record is added, the name of Accounts and Contacts of Salesforce will be displayed in Call History and Call History List.
ON: Every day at around 11 pm (The search for the Salesforce record that matches the phone number for this day's call history will be conducted. If the search is successful, this Salesforce record will be imported to Contacts. If the same information already exists in Contacts, the Salesforce record itself will be updated.)
OFF: After the call ends (Salesforce information will be updated when the call history is created.)
Check if you are NOT willing to retrieve Salesforce contact information:Check here if you do not want to save Salesforce records to Contacts.
Retrieving contact information all at once: When retrieving information that is integrated with the phone number, the API will be called up to a maximum of three times the number of phone calls in the day's call history. (This search is done on three objects in the order of Accounts, Contacts, then Leads to find the record with the corresponding phone number. If the phone number was included in Leads, the API would be called three times as the search was done in 3 objects.)
Retrieve contact information after the call: API will be called up to three times per call.
If you wish to disable the integration, please contact MiiTel Support.
Notes when changing the method to retrieve contact information
Your Salesforce password will automatically be reset if you've changed the method. Please do not forget to enter the Salesforce password and click Check connectivity and save.
Notes when changing from Authenticate with ID and password to Authenticate with Salesforce ID (Recommended)
The following will be different when changing from Authenticate with ID and password to Authenticate with Salesforce ID (Recommended) for the authentication method. Before you change this, please see the chart below.
Authenticate with Salesforce ID (Recommended)
Authenticate with ID and password
Multi-factor authentication
Yes
Disable Multi-Factor Authentication for API Logins for the integrated Salesforce user
Single sign-on (SSO)
Yes
No
If you click to call on Salesforce
The clicked record will be saved to Contacts in MiiTel Analytics *1
Record found from the order of Contacts, Accounts, then Leads will be saved to Contacts in MiiTel Analytics.
*1 Integration of contact information when you click to call on Salesforce
If you select Authenticate with ID and password, the record found from the order of Contacts, Accounts, then Leads will be saved to Contacts in MiiTel Analytics. With Authenticate with Salesforce ID (Recommended), you can click the record, and the contact information will automatically be saved to Contacts in MiiTel Analytics.
*2 Timing to create call memo With Authenticate with Salesforce ID (Recommended), MiiTel will create the call memo in the Salesforce activity history after the voice analysis is completed, even if speech recognition ({SPEECH_RECOGNITION_SUMMARY}, {SPEECH_RECOGNITION})" is not set in Comment on the settings of Salesforce activity history integration.
*3 Retrieve contact information You can not retrieve contact information all at once with Authenticate with Salesforce ID (Recommended). If you've not checked to retrieve Salesforce contact information by daily batch with Authenticate with ID and password, MiiTel will automatically retrieve the contact information after the call ends.
Options: Email notifications for errors on MiiTel-integrated third-party services
When an error occurs in Salesforce integration or other MiiTel-integrated third-party services, you can receive a notification email whenever an error occurs.