Introduction
Delacon’s call tracking solution is integrated with Salesforce, allowing for call data to be sent to Salesforce. Following the same principle as the “web to lead” functionality, a new lead will automatically be created in Salesforce and populated with the captured call data. We call this the “call to lead” functionality.
If a caller calls from the same phone number that already exists in either the Account or the Contact objects, then an Activity Task will be created against the relevant object instead of a new lead being created.
Prerequisites
For this integration to work correctly you will need an Enterprise or higher edition of Salesforce. The integration will not work with the essential or professional edition. For more info, please visit the Salesforce page: https://www.salesforce.com/au/editions-pricing/sales-cloud/
Setup
1. Integration options – Post-Call Integration and Real-Time Integration
Delacon has two Salesforce integration options – Post-Call Integration and Real-Time Integration.
Post-Call Integration
In the non-live integration the newly created lead will be available between five and twenty minutes after the call ends. All available call fields will be populated with this option including the call duration, feedback outcome, call recording file link, keywords used and the referral URL.
To access the Salesforce record, the operator needs to enter the phone number of the caller into the search field of Salesforce after gathering that information from the caller. If the operator doesn’t have the phone number, they can search for the latest lead entry.
Real-Time Integration
With Delacon’s live integration, the data is available in real time – so that the sales team can use this information to influence their conversation with the lead. In essence, Delacon’s solution provides invaluable data to the sales team of what the lead has done prior to the call. It’s important to note that under the live integration there are certain fields that won’t be populated including the call duration, feedback outcome, sale amount and call recording file link. The fields that will be populated include the call start time, device used, keywords used, number dialed, referral URL, search engine used and the landing page.
To access the live Salesforce lead record of the caller while they are on the phone, there are two identifiers – the telephone number or a unique key or code associated with the phone call that’s generated by Delacon’s system.
If you’re using a VoIP phone connection, we can display the caller’s phone number or the code on the operator’s telephone screen. If you’re using a PSTN system we can only display the caller’s phone number. We can also set up a whisper message prior to the call connection that will tell the operator the caller’s phone number or the code. Please note the whisper message is ineffective if you use an IVR.
The identifier options for each network are covered in the following chart.
|
|
VoIP network
|
PSTN |
|
Whisper message stating unique key |
Yes |
Yes |
|
Unique key or code on telephone screen |
Yes |
No |
|
Phone number on telephone screen |
Yes |
Yes
|
The operator can enter the phone number or unique code into the search field of Salesforce to access the newly created lead.
With the lead, your sales team can add in the name and company of the lead and convert the lead into an account once they are qualified. By mapping the call tracking data to the Account fields, you will be able to keep an accurate history of the entire customer’s journey.
2. Delacon data fields
The following data fields are pushed into Saleforce for every Delacon call. The "time of push" column indicates whether the data field is pushed into Salesforce with the initial push at the start of the call or with the final push at the end of the call.
|
PLA Field Name |
Field Description |
Time of push |
|
PLA_ADGROUP |
This is the Google Ads adgroup id. This needs to be passed in as utm_adgroup parameter in the webpage url which has the delacon script |
post-call |
|
PLA_Answering_Point |
This is the termination number to which the call is terminated to by Delacon system |
post-call |
|
PLA_Browser_Type |
This is the search engine search type (free/paid) |
call-start |
|
PLA_Call_Converted |
This indicates whether the call was converted online (Y), was a repeat call (R) or was an offline call (Blank) |
call-start |
|
PLA_Call_Duration |
This is the duration of the call |
post-call |
|
PLA_Caller_Phone_Number |
This is the caller’s phone number |
call-start |
|
PLA_Call_Feedback_Outcome |
This is the outcome of the call. This determines what type of call it was. For ex (sales / enquiry / followup / complaint ). This is only available if customer feedback feature is enabled for the campaign being tracked |
post-call |
|
PLA_Call_Feedback_Sale_Amount |
This is the sale value generated from the call if the call was treated as a sale. This is only available if customer feedback feature is enabled for the campaign being tracked. |
post-call |
|
PLA_Call_Id |
This is the unique ID of the call in the Delacon system |
call-start |
|
PLA_Call_Recording_File |
This is the url of the call recording file that is maintained on the Delacon system after the call is finished. This is only available if the call recording feature is enabled. |
post-call |
|
PLA_Call_Result |
This is the eventual status of the call. This indicates if the call was answered or busy tone was received |
post-call |
|
PLA_Call_Start_Time |
This is the time when the call started |
call-start |
|
PLA_CAMPAIGN |
This is the Google Ads campaign id. This needs to be passed in as utm_campaign parameter in the webpage url which has the delacon script |
call-start |
|
PLA_City |
This is valid for the landline calls, and indicates the city where the call came from |
call-start |
|
PLA_Dealer_Reference |
This is the detail of the campaign configured in the Delacon system for which the call came in |
call-start |
|
PLA_Device_Used |
This is the device used by the user where the call tracking number was shown |
call-start |
|
PLA_DTMF |
The phone menu option selected by the caller |
post-call |
|
PLA_DTMFDescription |
The name of the menu option selected by the caller |
post-call |
|
PLA_Exchange |
This is valid for the landline calls, and indicates the telephone exchange where the call came from |
call-start |
|
PLA_GCLID |
This is the Google Ads click id (gclid) |
call-start |
|
PLA_Keywords_Searched |
This is the keywords which were searched for in the search engine which resulted in the call being made |
call-start |
|
PLA_LandingWebPageFull |
This is the full and complete version of the web page from where the tracking number was shown and the call was made |
call-start |
|
PLA_Number_Dialed |
This is the number that was dialled by the caller |
call-start |
|
PLA_Referral_URL |
This is the referrer web page from where the user came to the landing page on which the tracking number was shown |
call-start |
|
PLA_Search_Engine_Used |
This is the search engine which was used for searching the keyword |
call-start |
|
PLA_SESSIONID |
This is the Delacon session id of the web session which generated the call. This also refers to the gclid if the call was generated from a web session generated by a google click id |
call-start |
|
PLA_State |
This is valid for the landline calls, and indicates the state where the call came from |
call-start |
|
PLA_Users_IP_Address |
This is the internet location of the user’s web browser where the web page was visited from |
call-start |
|
PLA_Users_ISP |
This is the ISP provider of the internet connection that was used for visiting the web page |
call-start |
|
PLA_Voice_Mail_Left |
This indicates if the voicemail was left in case of line busy |
post-call |
|
PLA_Website_Landing_Page |
This is the shortened version of the web page from where the tracking number was shown and the call was made |
call-start |
|
PLA_Additional_Browsing_details |
This is for tracking specific variables on the web page. Please contact Delacon Support if you plan to use this variable for custom use-case |
call-start |
3. Linking your Delacon account with your Salesforce account
This following user guide will give you step-by-step instructions on how to integrate Delacon’s call tracking solution with Salesforce for the first time.
Step 1. Contact Delacon
Contact your Account Manager or Delacon Support to enable the integration for your account. Please note, that this integration is a chargeable feature and the applicable charges are outlined in your application form. They will consist of a one-off setup fee as well as a recurring monthly fee.
Step 2. Check that you have the right Salesforce version
For this integration to work correctly you will need an Enterprise or higher edition of Salesforce. The integration will not work with the essential or professional edition. For more info, please visit the Salesforce page: https://www.salesforce.com/au/editions-pricing/sales-cloud/
Step 3. Log into Delacon and find the Salesforce integration
Once the integration has been enabled, log into the Delacon portal.
Navigate to the Configuration menu (in the blue sidebar), select Integrations and then click the Salesforce icon.
Step 4. Select the CID and authorise access to Salesforce
Select the appropriate CIDs that you wish to integrate with Salesforce from the list.
Under mapping select New, select the appropriate Salesforce domain for your organisation and then click Authorize
You will then be prompted to log into your Salesforce account.
Click on the Allow button.
The page will automatically redirect to the Delacon page informing you that the authorisation is complete.
If you are not redirected automatically, please return to the Delacon Portal and refresh the Salesforce integration page to display the CID listed under Current Mappings.
Step 5. Choose between live and live lead only
Select whether you want the "live", "live lead only" or "non-live" integration.
This article provides more details on the live vs live lead only integrations.
- Live lead only: Always creates a new lead for every call.
- Live: The system will check for existing accounts, contacts and leads (in that order) in Salesforce for an incoming number. If any of the above objects are found, an activity is created against that object. If no object is found, a new lead is created.
- Non-Live: The lead will be created after the call finishes.
If you are unsure, ask your Delacon account manager or the Delacon Support team for advice.
Step 6. Install Package
Click on the Salesforce logo under Install Delacon PLA Package. This will launch the integration process with Salesforce. You will be redirected back to Salesforce.
Select install for all users and click ‘install’.
Please note, in some cases you may get a notification that you will receive an email from Salesforce when the installation is complete.
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Please Note, the following steps and screenshots are based on the Classic UI of Salesforce. If you are using the Lightening Experience, please switch to Salesforce Classic to be able to follow the steps below.
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Step 7. Click Next and complete the installation process
Click Next at the bottom right of the page for next two Salesforce web pages.
Click the install button to finalize the installation.
The installation success message will be displayed.
This completes the authorisation with Salesforce. Please continue with configuring the Salesforce layout.
4. Configuration of Salesforce Layout
Please follow this guide to continue with configuring the Salesforce layout.
FAQ
1. Are phone numbers matched against existing records in Salesforce?
This article outlines the mechanism in place to match phone numbers against existing records in your Salesforce account.
2. Can certain calls be excluded from being pushed into Salesforce?
At this stage, there are no upload filters avalaible. This means every call will be pushed into Salesforce.
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