Overview
When using the Salesforce integration, users need to know which phone number fields are used to match Tasks to objects in Salesforce and to synchronise Contacts to Aircall. Understanding the exact criteria used for matching records in Salesforce to ensure tasks are logged accurately, especially when there are duplicate records or custom fields involved.
Details
Creating Tasks in Salesforce
The integration searches for the phone number in all phone fields in Salesforce:
- Phone
- Mobile
- Home Phone
- Asst. Phone
- Other Phone
Synchronizing contacts from Salesforce to Aircall
The Salesforce integration with Aircall only uses the Phone and Mobile fields to synchronise contacts. Here are the details:
- Phone field: Contact Sync works with the main phone number field in Salesforce.
- Mobile field: Contact Sync also works with the Mobile field if there is a phone number saved in the Phone field on the Contact.
For Contact Sync to work properly, the following requirements must be met:
- There must be at least one call made or received to or from that external number.
The integration will synchronise contacts one by one each time there is a call made or received and will not synchronise all contacts automatically. - The number in Salesforce must be saved in the E.164 format.
- There must be a phone number under the Phone field for Contact Sync to work. It will additionally work for the Mobile field if there is also a number saved under the Phone field.
Additional Information
In cases where the same number is found in multiple objects, the following order of priority will be used to search for an object match in Salesforce:
- Contact
- Lead
- Account
- Person Account
If there are multiple objects of the same type with the same number, the most recently updated one in Salesforce will be matched.
For more information on configuring your Salesforce integration and making custom fields visible, please refer to the following articles: