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.
- This integration uses REST API.
- Salesforce API version used for MiiTel is 51.0. If you wish to check the API version, please go to Find Salesforce Edition and API version.
Contents
Requirements
Your Salesforce edition must be one of the following as this integration uses REST API. Please check Salesforce editions that can be integrated with MiiTel for details.
- Enterprise Edition
- Unlimited Edition
- Developer Edition
- Salesforce Platform Starter
- Salesforce Platform Plus
How to integrate
Before you change to Authenticate with Salesforce ID (Recommended), please first see the differences in the authentication method.
Please confirm the following for your Salesforce account.
- You can use the Salesforce API (able to log in by using the API)
- You have permission to see the records, including all Accounts, Contacts, and Leads
- When setting up Salesforce activity history integration, the following privileges are also required:
- Permission to edit Tasks (API name: Task)
- Permission to edit Activities (API name: Activity)
- Permission to edit the fields in the activity history
- When you link a Salesforce user to a MiiTel user, the following privileges are also required:
- 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 you change to Authenticate with Salesforce ID (Recommended), please first see the differences in the authentication method.
- 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
- When setting up Salesforce activity history integration, the following privileges are also required:
- Permission to edit Tasks (API name: Task)
- Permission to edit Activities (API name: Activity)
- Permission to edit the fields in activity history
- When you link a Salesforce user to a MiiTel user, the following privileges are also required:
- 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 ID and password.
- After setting all of the following fields, click Check connectivity and save.
1Salesforce user name: Enter the Salesforce user name to be used for the integration
2Salesforce password: Enter the password for the Salesforce username, which was set in Step #1.
3Salesforce security token: Enter the security token received from Salesforce.
4Retrieving contact information:
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.
- This integration will call the Salesforce API.
- 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.
- 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.
- 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. |
| Timing to create call memo (if the activity history integration is set) |
|
After the call ends |
| Retrieve contact information |
|
|
| Audit log | Available | Unavailable |
| Disable the integration | Yes | Please contact Support |
*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.
Please refer to Email notifications for errors on MiiTel-integrated third-party services to set this notification.