Our latest update for 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—like Contacts, Leads, Accounts, Opportunities, and Cases—right from your settings. 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/CTI, giving your agents important context without leaving the call interface.
How to Customize Salesforce Insight Cards
You can now decide whether to display Insight Cards and choose the fields to show, either standard or custom for each Salesforce object (Contacts, Leads, Cases, Opportunities, and Accounts). Follow the steps below to set this up:
Access the Salesforce Insight Cards Settings
- Navigate to your Salesforce integration Settings
- A new 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 manage whether to show an insight card for that object or not, and which fields should be displayed in the insight card for that specific object.
Enable or Disable Insight Cards
- For each object (e.g., Contacts or Leads), you’ll find an option asking: "Display lead insight card?"
- Choose Yes to show the card during calls
- Choose No to hide the card for that object
Select Fields to Display (Up to 5 Fields)
- After enabling the Insight Card for an object, you can edit the default values and choose up to 5 fields from the Salesforce object to display. If no fields are selected, default fields (e.g., Email, Company, Owner for Contacts) will be shown
- Fields are pulled directly from Salesforce, so you’ll have a dropdown list of all available fields to choose from (custom and standard)
- If a selected field does not have a value for a specific record, when that record is calling, we will show the value for the field as a “-” in the insight card
How Insight Cards Work During Calls
Once the customization is set up, Insight Cards will appear in the phone app/CTI whenever a call starts, based on the following logic:
- For Contacts: Insight Cards display for the contact that matches the caller’s phone number. If there are multiple contacts with the same phone number, the last updated one will be presented on the insight card
- For Leads: Shows insight cards for leads associated with the calling phone number. Again, if there’s multiple leads with the same phone number, the last updated one will be shown
- For Accounts: Displays relevant information for the account associated with the contact who is calling and that will be presented in the Contact insight card
- For Cases and Opportunities:
- Cases: Only open cases (not closed) related to the contact are shown
- Opportunities: Displays open opportunities for the associated account. If no account is found, no opportunities are shown
- If there are multiple cases or opportunities, the last update ones will be shown