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Using Zoom Phone in Salesforce

ByCorporate Guider Home, Zoom

It is possible to seamlessly place a phone call from the phone widget of Salesforce if you use the Zoom phone app within Salesforce. Salesforce Lightning or Salesforce Classic can be integrated with this integration.

Prerequisites for using Zoom Phone in Salesforce

  • Accounts with Zoom Phone plans are included with Zoom accounts

  • There is an app installed for Zoom for Salesforce
    Note: Admins at Zoom and Salesforce should be contacted if the app isn’t already installed.

  • SMS:

    • Version 3.21 or higher of Zoom for Salesforce is required

    • Zoom admin has enabled SMS for users

How to access the Zoom Phone widget in your Salesforce app

  1. Log in to the Zoom client from your computer.

  2. Using your Salesforce account, sign in to the system.

  3. A Zoom Phone widget was assigned to the Salesforce application in which it was created.
    Note: The Zoom Phone widget was assigned to a Salesforce application so you might not be able to find it if you do not have a Salesforce admin leading you in the right direction.

  4. Click the Zoom Phone widget on the bottom left corner of the Salesforce app to access the Zoom Phone feature.

  5. The Zoom Phone widget can be accessed by clicking the Sign In button.
    Note: Please contact your Salesforce administrator if you receive an error message while attempting to sign in.

  6. The first thing you need to do is click the Authorize button on the page where you are about to add Salesforce.

How to use the Zoom Phone widget in Salesforce

Dial a phone number

  1. In your Salesforce app, you will find a Zoom Phone widget that you can access.

  2. In the Salesforce app, at the bottom, you will find a widget called Phone at the bottom right of the screen.

  3. You can hide or display your caller ID by selecting the Keypad tab from the phone dial pad as desired.

  4. When you click the phone icon, you will be able to type in the name of the person you want to call, or you select the number keys.

  5. If you wish to directly call a contact, click the Phone tab on your Salesforce app, select the contact that you wish to call, and then click on the number under Phone.

  6. During the configuration of the Allow Salesforce to manage call control actions on your behalf?, click OK.
    Note: A pop-up window will appear if you are in a meeting and if you wish to continue the call, you will be asked to click the Continue button.

  7. If you wish to record the call, you can do so on the phone dial pad by clicking Record.

  8. If you wish to end the call, click the End button (optional).

  9. You may (optionally) open the History tab after you have ended the call in order to enter any comments related to the call that you may have. The call log can either be saved by clicking Close or it can be deleted by clicking Delete.

Receive phone calls

Using SalesForce, you can receive inbound calls by following the following steps:

  1. Please ensure you have connected your Salesforce app to the Zoom Phone widget so that you can make calls.

  2. You can accept the call by clicking Accept on the dial pad of the phone.

  3. The call will be rejected if you click the Decline button.

  4. In case you are in a meeting, you may want to include the following information:

    • To end the meeting and accept the call, click on the button End Meeting & Accept.

    • The call will be sent to your voicemail as soon as you click Send to Voicemail.

    • When you click Hold Meeting audio and Answer, you will be able to accept the call without ending the meeting.

  5. The inbound phone call will end when you click on End.
    Note: As soon as the incoming call is picked up, you will automatically be taken to the History tab where you can take notes about the call.

Place a call on hold

It is possible to place a call on hold after receiving a call or after calling someone.

  1. During a call, you can hold the call by clicking the Hold button.
    Notes:

    • There is no way to record a call while you are on hold, so you won’t be able to do so.

    • There is a limit of four calls that can be placed on hold at a time.

  2. In order to resume the call, you must click on the Unhold button.

  3. Depending on which phone call you have on hold, you may have the option of clicking the History tab, choosing the call that is marked as On Hold, and then clicking Unhold to begin the call again.

Place a call on mute

  1. The Mute button can be accessed while you are in the middle of a call.
    After pressing the button, your call will be muted for a few seconds before changing to the unmute button.

  2. In order to resume the call, you will need to click the Unmute button.

How to manage voicemails and recordings

Record calls

  1. In order to record the call, click the Record button in the dial pad of your phone while you are on a phone call.

  2. The recording can be stopped by clicking the Stop Recording button.
    Note: The ability to start and stop recordings will not be available to you if your administrator has set up calls to automatically record.

Access voicemails and recordings

On the Tasks page, you can see voicemail and recordings, as well as the call log. There is a cloud storage area where Zoom stores audio data. In Salesforce, you are no longer able to listen to voicemail recordings left in your Zoom client once you have deleted the voicemail recordings in the Zoom client.

Here are the steps you need to take to access your voicemails or recordings in Salesforce:

  1. Select the Tasks tab from the menu on the left side of your Salesforce account.

  2. To access the recording or voicemail for a particular call, find the call you wish to access, and then click the corresponding link.

  3. In the Details tab, click ZoomCallLogDetails. On the right side, you will find a volume icon beneath Voice Mail and Recording.
    Notes:

    • It is possible that you won’t be able to see a transcription of your voicemail message if your Zoom admin has not enabled voicemail transcription for your account.

    • The voicemails and recordings you have stored in your Salesforce account cannot be deleted. In order to remove those items from your Zoom account, you will need to delete them. Follow the instructions below to log into your Zoom account and access your voicemails and recordings.

How to use SMS

Note:

  • As long as you are granted the permission by your admin to send and receive text messages, you are able to send and receive SMS messages through the Zoom Phone app in Salesforce. Please contact your Zoom administrator if you are not able to use this feature.

  • As soon as a change is made to your Zoom account, such as adding a direct number or deleting one, your browser page will need to be refreshed to reflect the changes you have made.

  • Phone-Auto Save SMS It is even possible to enable this feature so that your messages can be automatically saved as tasks in Salesforce as well as linked to a contact or lead if a match is found between the two. This setting, if disabled, will prevent SMS messages from being manually saved. In order to enable or disable this feature, you will have to contact your Salesforce administrator.

Send a text message to a phone number or contact/lead

  1. In your Salesforce app, you will find a Zoom Phone widget that you can access.

  2. You can access the SMS tab by selecting the SMS icon on the phone dial pad.

  3. To start writing a new text message, click on the pencil icon at the top of the screen.

  4. Please fill in the To: box with the phone number or contact name of the person you would like to send a text message to.

  5. If you are using the Text… box, type the message you wish to send.

  6. In order to send your message, you will need to click on the send icon.

Notes:

  • If you have a number of direct numbers, you must select one number for the SMS to be sent from if you have multiple direct numbers.

  • A single SMS can be sent to as many recipients as you like at once.

  • An existing SMS thread can be used to send a message.

  • Although you can receive images in your SMS messages, you are not able to send any images via SMS.

Read a text message

  1. In your Salesforce app, you will find a Zoom Phone widget that you can access.

  2. You can access the SMS tab by selecting the SMS icon on the phone dial pad.

  3. If you would like to read a specific text message, simply click on it.

  4. (Optional) You can open the task in Salesforce by clicking the Information icon to get more information about the task. As an example, in the Comments field you can find a message thread that has a timestamp associated with that date in the SMS thread.

Note:

  • Images can be sent to you in SMS messages that you receive. There is no difference between the images in the phone widget and those that appear in the comments field of the SMS task that has been associated with them.

How to manage phone call logs

This feature can be enabled and disabled by your admin so you can do whatever you like with your call logs. If you disable the feature, you will need to manually record them.

Automatically save phone call logs

You will be able to view the call log, if it is automatically saved by the app, after you end a call, from the Phone widget Phone.

  1. When you are done editing the record, click Close to save it in Salesforce.

  2. In Salesforce, click on the Delete button to remove the record for the call log.

  3. Your call records can be viewed by selecting the Tasks tab on the left side of the screen.

Keeping track of phone calls manually is a good idea

Call logs are not automatically saved to Salesforce by the app, so you have to manually save them. The call log can be saved for each call if you wish to save it. It is possible to do the following after you have ended a phone call:

  1. You will be able to save the call record by clicking the Save button.

  2. It is also possible to save multiple records from the same caller by clicking Save and Close All, if you want.

  3. The call record will not be saved if you click on Close in order to not save it.

How to log calls taken from the Zoom client only into Salesforce

Regardless of whether you are logged into Salesforce or not, all calls can be logged no matter what. In fact, you can still access all your logged Zoom calls, whether you are on your mobile device and making Zoom calls from your client.

  1. Using your Salesforce account, sign in to the system.

  2. A Zoom Phone widget was assigned to the Salesforce application in which it was created.
    Note: If you do not know which Salesforce application the Zoom Phone widget is associated with, contact your Salesforce administrator.

  3. There is a tab called External Zoom Call Logs in the Zoom menu.

  4. Click on the Start/Date field in the calendar to expand it in order to perform a search for your call logs.

  5. Select the date range you wish to search within and click the Search button.
    Note: A maximum of three days can be displayed on the call history page before the call is deleted.

  6. Click Save to Salesforce (optional) to save the call logs you have created.
    Note: It is by default selected that all call logs will be displayed.

  7. In addition, click the Dismiss button for the call logs you wish to not save to Salesforce in order to prevent them from being saved there.
    Note: A record can be deleted by dismissing it, but all that is deleted is a record of when the record was created or received. There will be no call logs available in the search results, however, they may still be accessed by Zoom users.

  8. You can display saved logs by selecting the Tasks tab as an option.

Update call log information

An app displays the Contact/Lead box when there is no record associated with a phone number within Salesforce, indicating that no call records are available for that number.

If you want to associate the phone number with a new contact/lead, follow these steps:

  1. You can save the call log by clicking Close after you have ended your phone call.

  2. Go to the Tasks tab and select it.
    Your call records will be displayed on the app so you can view them at any time. If a lead or contact is associated with a phone number, the Details screen shows any names of those contacts or leads.

  3. You can update the phone number in your call logs by clicking on the number you would like to update.

  4. You can update the name of your caller by clicking the pencil icon to the right of the name.

  5. To add a name to a contact, click on the New Contact button.

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