Our latest update for the Salesforce integration allows you to fully customize the Insight Cards displayed during calls. Now, you can choose which fields to display for different Salesforce objects such as Contacts, Leads, Accounts, Opportunities, and Cases. This helps tailor the information your team sees, ensuring relevant context for every call.

What are Insight Cards?

Insight Cards provide a quick snapshot of key information about a contact, lead, or account from Salesforce when a call is received or made. These cards appear in the phone app or CTI, giving your agents important context without leaving the call interface.

How to customize Salesforce Insight Cards

You can decide whether to display Insight Cards and choose the fields to show, including standard and custom fields for each Salesforce object. Follow the steps below to set this up.

Access the Salesforce Insight Cards settings

  • Navigate to your Salesforce integration settings

  • A tab labeled Insight Cards Settings will be available

Customize insight cards for each object

In the Insight Cards tab, you will see sections for each Salesforce object. Each section allows you to enable or disable the Insight Card and choose which fields should be displayed.

Enable or disable Insight Cards

For each object, you will find an option such as Display lead insight card?

  • Select Yes to show the card during calls

  • Select No to hide the card for that object

Select fields to display (up to 5 fields)

Once an Insight Card is enabled, you can choose up to five fields from the Salesforce object to display. If no fields are selected, default fields will appear such as Email, Company, or Owner.

Fields come directly from Salesforce, including custom fields. If a selected field has no value for a specific record, it will appear as a “-” on the Insight Card.

How Insight Cards work during calls

Once customization is complete, Insight Cards will appear in the phone app or CTI based on the following logic:

  • Contacts: The card displays for the contact whose phone number matches the caller. If multiple contacts share the number, the most recently updated record is shown.

  • Leads: Same matching logic as contacts.

  • Accounts: Displays account information associated with the calling contact.

  • Cases: Shows open cases related to the calling contact.

  • Opportunities: Shows open opportunities for the associated account. If no account is found, opportunities will not display. If multiple exist, the most recently updated one appears.

Important: In Salesforce V3, Contact, Lead, and Account insight cards appear as soon as the call is created. However, Case and Opportunity insight cards are only triggered when the call is answered. They will not appear during ringing and will only display once the call is connected.