Salesforce integration

What it does

After every call, Kesru looks the caller up by phone number among your Salesforce contacts and leads and logs the call on each match. Converted leads are left out. New callers are added as leads. Kesru fills in a missing name but never overwrites what you already have.

Connect Salesforce

1. In your dashboard, open CRM under Integrations. Only workspace owners and admins can connect a CRM.

2. Under Connection, Kesru lists every CRM it can connect. Choose Salesforce.

   

3. Sign in with Salesforce and allow access. Back in your dashboard, Salesforce shows as Connected.

   

Choose which callers become contacts

1. Next to Salesforce, choose Settings. Under New contact filters, pick the conversations that shouldn't create a new contact in Salesforce, then choose Save.

   

• Don't send spam conversations: calls that Kesru flagged as spam.
• Don't send hang-ups: calls where the caller hung up before saying anything or leaving a message. A call that was transferred to your team doesn't count as a hang-up.
• Don't send anonymous conversations: calls where Kesru didn't get the caller's first or last name.

Sync your contacts

Contact sync keeps your contacts in Kesru and Salesforce the same both ways, matched by phone number. It's off until you turn it on.

1. Under Contact sync, choose Set up contact sync, then turn on Contact sync. Turning it on imports all your Salesforce contacts.

   

2. On Import contacts, choose which Salesforce field fills which contact field in Kesru. First name, last name and email are mapped to start with, and Phone Number is mapped for you and locked. Choose Add mapping for more fields.

3. On Sync to Salesforce, choose the fields Kesru writes back when they change in Kesru, by hand or after a call. Then choose Save.

• Every 5 minutes Kesru imports the Salesforce contacts that changed. Records without a valid phone number are skipped, and an empty value in Salesforce never clears a field in Kesru.
• Kesru only updates records it imported from Salesforce. It never deletes records there and never writes the phone number.
• While contact sync is on, contacts from Salesforce can't be removed in Kesru. Run full sync imports all your contacts again.
• A field Kesru doesn't have yet needs a contact field first, under Manage contact fields.

Example

Say a new caller asks your agent about a leaking water heater. Salesforce has no contact or lead with that number, so Kesru adds a lead with the name and number from the call. As the company it enters [not provided], because Salesforce requires one. On the lead you then find:

• A completed task with the subject Handled by Kesru. Its description starts with the call duration, followed by the summary, a recording link if the call was recorded, and View the call in Kesru.
• Each text your agent sent in the call, a payment link for example, as a completed task titled Text sent by Kesru.
• Website chats as a completed task titled Chat handled by Kesru.

Good to know

How calls are logged

• Kesru finds callers by phone number. Calls without caller ID aren't logged, because there's no number to search for.
• If more than one record has the caller's number, Kesru logs the call on each of them.
• Kesru fills in a missing first or last name from the call but never overwrites a name you already have. A one-word name becomes the first name.
• Outbound calls your agent makes are logged the same way as inbound calls.
• The recording link works for 30 days. View the call in Kesru always opens the call in your dashboard.
• Website chats are logged when the visitor leaves a callback number in the chat.
• Contact sync covers Salesforce contacts. Leads are matched and logged, but not synced.

Salesforce shows Needs reconnecting

Salesforce no longer accepts the connection. Until you choose Reconnect and sign in again, Kesru logs nothing there.

Disconnecting Salesforce

Disconnect stops logging your calls in Salesforce. What's already in Salesforce stays. Kesru connects one CRM per workspace, so to switch, disconnect Salesforce first.

Your callers' data

How Kesru handles callers' numbers, summaries and transcripts is described in the Privacy Policy.