Salesforce

Salesforce is a CRM used by sales and service teams of every size. Connecting Salesforce to Resool shows each contact's Salesforce record, owner and opportunities next to the conversation, so agents answer with full context, create or update the Salesforce contact and log what happened without leaving the inbox. You can also sync Salesforce contacts and their accounts into Resool automatically.

#What you can do with Salesforce

In the Inbox

• See the Salesforce contact you're talking to: name, email, phone, owner and lead source, plus any other fields you choose to show.
• See the contact's account (company) with the account fields you choose.
• See the contact's opportunities under Deals, with stage, amount and status (Open, Won or Lost).
• Create in Salesforce a contact that doesn't exist there yet, or Update in Salesforce one that does.
• Add note: the note is logged on the Salesforce contact as a completed task, so it appears in the contact's activity timeline.
• Edit Salesforce fields from Resool, if an admin allows it.
• View in Salesforce to open the record in a new tab.

In the background

• Contact sync: Salesforce contacts that are created or updated are created or updated in Resool, using the field mapping you set. Resool checks Salesforce for changes every two minutes.
• Company sync: the account linked to each synced contact becomes a Resool company, with its own field mapping.

#Before you begin

• You need a Salesforce user who can sign in and approve connected apps, and your Salesforce edition must include API access.
• In Resool, only workspace Owners and Admins can connect apps.
• A contact needs an email address or phone number in Resool to be matched to a Salesforce contact.

#How to connect Salesforce to Resool

1. Go to Settings › Apps.
2. Find Salesforce under Available now (or open the CRM tab) and click Connect.

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Settings › Apps, CRM tab

The Salesforce card with its logo, the CRM category, its description and the Connect button, next to the HubSpot and Pipedrive cards.

File: screenshots/salesforce-apps-card.png

1. The Connect Salesforce dialog lists what Resool will be able to do after you approve: see your organization's name and your username, read and update records through the Salesforce API, and stay connected when you're offline. Click Continue.

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Settings › Apps › Salesforce › Connect

The "Connect Salesforce" dialog with the description, the "After you approve on Salesforce, Resool will be able to:" list (three items), and the Cancel and Continue buttons.

File: screenshots/salesforce-connect-dialog.png

1. Sign in to Salesforce in the window that opens and click Allow.
2. You're returned to Resool and see Salesforce connected. The card shows your Salesforce organization's name and the Manage and Disconnect buttons.

#How to configure Salesforce

Click Manage on the Salesforce card to open Salesforce settings. Changes on the panel are saved with the save bar at the bottom (Save changes, or Discard to revert).

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Settings › Apps › Salesforce › Manage

The "Salesforce settings" side panel with the sections Manage Salesforce fields (Customize visible properties, Allow users to edit Salesforce properties), Contact sync and Company sync.

File: screenshots/salesforce-settings-sheet.png

#Choose which fields agents see

Under Manage Salesforce fields, next to Customize visible properties, click Customize view. Tick fields on the Contact properties and Company properties (account) tabs, then drag them into the order you want and click Save changes. Read-only Salesforce fields are marked Read-only. Everyone in the workspace sees the same fields, in the same order, in the Inbox and on contact pages.

#Let agents edit Salesforce fields

Turn on Allow users to edit Salesforce properties to let teammates change field values from the Salesforce panel with Edit. Changes go to Salesforce straight away. Email and phone number can't be edited from Resool.

#Turn on Contact sync

1. Turn on Turn on Contact sync.
2. Under How Contacts are synced, choose:
   • Create and update contacts: new contacts are created; contacts that already exist are updated.
   • Create contacts only: new contacts are created; existing ones are linked but never updated.
   • Update contacts only: only contacts that already exist in Resool are updated.
3. Open Advanced settings (shown for the two "create" modes):
   • Add the "Auto-Create: Salesforce" tag: tags contacts created by the sync. Adding this tag doesn't start workflows.
   • Include contacts imported in bulk: also creates contacts that arrive through a Salesforce bulk import.
   • Only contacts created in Salesforce from now on (with Create contacts only): skips contacts that were already in Salesforce.
4. Next to Configure field mapping, click Configure. Pair each Salesforce property with a Resool field, up to 100 mappings. By default, email, phone, first name, last name and mailing country are mapped.
5. Optionally turn on Assign to the Salesforce owner at the bottom of the mapping dialog: the contact's open conversations go to the teammate whose email matches the Salesforce owner's, even when an AI agent is assigned.
6. Click Save changes.

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Settings › Apps › Salesforce › Manage › Contact sync › Configure field mapping

The "Configure field mapping" dialog with rows Email → Email, Phone → Phone number, First Name → First name, Last Name → Last name, Mailing Country → Country, the Add mapping button, the "5 / 100" counter and the "Assign to the Salesforce owner" switch.

File: screenshots/salesforce-field-mapping.png

#Turn on Company sync

Turn on Turn on Company sync, then click Configure next to Configure company field mapping. Map Salesforce account fields to Resool company fields; Company name must be mapped. The account linked to each synced contact is created or updated as a Resool company and the contact is added to it. Company sync follows the contact sync mode.

#How to use Salesforce in the Inbox

1. Open a conversation in the Inbox.
2. Click the Salesforce icon in the contact details rail. Resool looks up the Salesforce contact by exact email, then phone number.
3. If a contact is found, you see its fields, account and Deals. If not, you see No Salesforce contact has this email or phone number. Click Create in Salesforce to add it.
4. Click Add note, write the note and click Add note to log it, or click Update to send the contact's current name, email and phone (and, with Company sync on, its company) from Resool to Salesforce.

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Inbox › open a conversation › Salesforce icon in the contact details rail

The Salesforce panel for a matched contact: Name, Email, Phone, Owner, Lead source, a few chosen fields, the Company block with the account name, two opportunities under Deals with Open and Won badges, stage and amount, and the Add note, Update and View in Salesforce buttons.

File: screenshots/salesforce-inbox-panel.png

The same panel opens from the Apps card on the contact's page. Teammates whose role can't manage contacts see the panel but not Create, Update or Add note.

#How to disconnect Salesforce

1. Go to Settings › Apps and click Disconnect on the Salesforce card.
2. Confirm in the Disconnect Salesforce? dialog.

Resool revokes its access to Salesforce and syncing stops. Contacts and companies already in Resool stay. You can connect again at any time.

#FAQ and troubleshooting

#Why doesn't the panel find a contact that exists in Salesforce?

Matching needs exactly the same email or phone number in both places; even a space or a dash makes a difference.

What you can do:

• Compare the email and phone on the Resool contact with the Salesforce contact.
• Fix the value on one side, then reopen the panel.

#Does Resool use Salesforce leads or contacts?

Contacts. Create in Salesforce creates a Salesforce contact, and opportunities are those the contact has a role on.

#How quickly do changes in Salesforce reach Resool?

Contact sync checks Salesforce every two minutes. The Inbox panel also refreshes on its own while it's open.

#The settings say "Couldn't read the Salesforce properties: reconnect Salesforce to grant access."

Resool lost permission to read your fields. Disconnect Salesforce and connect it again with a user who has API access.

#Can I connect more than one Salesforce org?

No. Each workspace connects one Salesforce org at a time.

#What's next?

• Getting started with apps
• HubSpot
• Contact fields
• Companies