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Manage Flex-Salesforce Call Flows

Learn how to accept incoming calls from new and existing contacts and make outgoing calls from your Flex-Salesforce integration.

Do you still need to set up your Flex-Salesforce Integration? Check out our guide for configuring your Salesforce instance for Flex!

Manage an incoming calll from a new contact

From a unknown contact in your Salesforce account, you can initiate an inbound call, SMS, chat, or any other communication channel configured on your Twilio Flex Project. Read this document to learn on how to add channels to your Twilio Flex instance.

Once you accept the incoming call, SMS, or other channel, a popup will appear that allows you to create a new Contact Record.

You can change 'Contact' to any other object in your Salesforce account by changing the Call Center Softphone Layout > Screen Pop Setting. See the call flow customization guide for an example.

Manage an incoming calll from an existing contact

For an existing contact in your Salesforce account, you can initiate an inbound call, SMS, chat, or any other communication channel configured on your Twilio Flex Project. Read this document to learn on how to add channels to your Twilio Flex instance.

Once you accept the incoming call, SMS, or other channel, a popup will appear that shows details for the relevant contact.

Salesforce-Flex integration: Find data for an existing contact (Salesforce Classic).

If multiple search results are found for a given contact, the popup will show all results for that contact.

Salesforce-Flex integration: Search results for existing contacts (Salesforce Classic).

Switch task context

Your Flex-Salesforce integration can seamlessly handle multi-tasking when an agent has multiple records.

From your Salesforce account, initiate multiple inbound/outbound calls, SMSes, chats, or any other communications channel configured on your Twilio Flex Project.

As you select different tasks on the Flex screen, the screen on Salesforce will change to the relevant object: for instance, if you are chatting with Joey, you will see their information until you switch over to your call with Alex, at which point you'll see their information on the screen instead.

In Salesforce classic, this looks like:

Switch context in Salesforce Classic with Twilio Flex.

And in Salesforce Lightning, the context switching looks like this:

Switch context in Salesforce Lightning with Twilio Flex.

Click to dial

You can click on any phone numbers in your Salesforce account to initiate an outbound call.

Auto-logged activities

As various events flow through Flex, the activities are auto-logged.

Salesforce-Flex integration: auto-logged activities.

Use Flex maximised

You can now use Flex maximised by popping out the Sofphone Panel and using it outside your Salesforce tab or even on a second monitor, as shown below

flex-sfdc-pop-out

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