Salesforce Contacts in Dashboard
Sync your Salesforce contacts with CINNOX for seamless conversation
CINNOX allows you to synchronize and connect your contacts between Salesforce and CINNOX. Seamlessly manage conversations and engagements within your CINNOX account, eliminating the need to switch between applications. With the successful integration of Salesforce Production and CINNOX by the staff admin, staff members can conveniently access their Salesforce user account directly within the CINNOX Dashboard. Enhance your team's communication and customer service today with CINNOX's all-encompassing communications solutions.
Connect your applications to increase your efficiency, productivity and response to opportunities. Manage all of your customer information & interactions on a single platform.
Sync and link your contacts, automatically log enquiries as cases and calls as tasks between Salesforce and CINNOX efficiently and manage the conversations and engagements in your CINNOX account without switching between applications.
When the Staff admin successfully integrates Salesforce Production and CINNOX, the staff members can log in to their Salesforce user account inside their CINNOX Dashboard or Mobile App.
Refer to the Integrating Salesforce section of this Guide for details on the prerequisites and the Salesforce and CINNOX integration steps.
Staff Salesforce Login in CINNOX Dashboard
- Log in to the CINNOX Dashboard using your staff account
- Navigate to My Account > Integration
- Click Edit
- Click Connect
Staff member logs in to their Salesforce
- A pop-up window will appear, asking you to log in to your Salesforce account to authorise CINNOX.
Staff member logs in to their Salesforce
Note: If it is the first logging of your Salesforce account to a device and browser, Salesforce will require the verification code sent to your email.
- A successful toast message will appear Salesforce and CINNOX Contacts synced successfully.
Contact Sync Successful
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Alternatively, you can click Connect in the message from CINNOXBOT that "Salesforce integration has now been enabled. You can sync your contacts between Salesforce and CINNOX."
CINNOX and Salesforce Integration Features
Salesforce Contact Information displays in CINNOX Enquiry
When a customer with a verified phone number sends an enquiry and is matched with a Salesforce Contact phone number, it will show in CINNOX as the Enquiry Contact Profile.
For more details about customer enquiries, refer to the [Serving Call Enquiries](https://docs.cinnox.com/docs/serving-call-inquiry section of this Guide.
Synchronous Contacts
Synchronise your Salesforce contacts in CINNOX and vice versa to view all your contacts on a single platform.
Contact field mapping between Salesforce and CINNOX allows for automatically syncing records between these two applications.
Please take note of the max chars of each field when creating and updating External Contact sync in Salesforce.
| Salesforce Contact Field | CINNOX External Contact Field |
|---|---|
| First Name (max 40 chars) | First Name (max 50 chars) |
| Last Name max 80 chars) | Last Name (max 50 chars) |
| Title (max 128 chars) | Job Title (max 100 chars) |
| Department (max 80 chars) | Team max 100 chars) |
| Birthdate (calendar picker) | Birthdate (calendar picker) |
| Phone (max 40 chars) | Work (max 20 chars) |
| Home Phone (max 40 chars) | Home (max 20 chars) |
| Mobile (max 40 chars) | Mobile (max 20 chars) |
| Other Phone (max 40 chars) | Other Phone (max 20 chars) |
| Mailing Street (max 255 chars) | Street (max 50 chars) |
| Mailing City (max 40 chars) | City (max 50 chars) |
| Mailing State/Province (max 80 chars) | State (max 50 chars) |
| Mailing Zip/Postal Code (max 20 chars) | Zip Code (max 10 chars) |
| Mailing Country (max 80 chars) | Country/Region (country drop-down list) |
| Email (max 80 chars) | Work Email (max 100 chars) |
Refer to the Salesforce Contacts Fields article for more details.
Salesforce Contacts in your Contact Management
- Navigate to Contact Management - Salesforce Contacts section will appear in your Dashboard.
All of your Salesforce contacts are listed here. - Click Resync to get the latest updates made for the contacts in Salesforce.
Salesforce Contacts in CINNOX Dashboard
Salesforce Contacts in your Workspace
- Navigate to Workspace > Contacts - Salesforce Contacts section will appear in the Contact List.
All of your Salesforce contacts are listed here. - Click Resync to get the latest updates made for the contacts in Salesforce.
Create Contact
When you create a new external contact, it will also link and create in your Salesforce account.
- Navigate to Contact Management > External Contacts
- Click Create Contact
- If the Auto-sync is disabled by default, you can enable it manually to save the new Contact in Salesforce, too.
- Fill in the information you have for the new Contact
- Click Create
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Navigate to Administration > Service Integration and toggle ON the Auto-sync CINNOX External Contacts to Salesforce if you want to sync and display your CINNOX external contacts in Salesforce.
Create New Contact
The newly created contact appears in the CINNOX External Contacts and Salesforce Contacts.
Newly created contact in CINNOX synced in Salesforce
For more details, please refer to the **External Contact Management**section of this Guide.
Search Contact
You can search and view your Salesforce contacts in CINNOX - Contact Management > Salesforce Contacts and Workspace - Contacts
A. Search in Contact Management > Salesforce Contacts
- Navigate to Contact Management > Salesforce Contacts
- Type the first or last name, phone number or email address of the contact you want to search
- The related search contacts will appear in the results
Search Salesforce Contacts in the Contact Management
B. Search in the Workspace - Contacts
- Navigate to Workspace > Contacts
- Type the first or last name, phone number or email address of the contact you want to search.
- The related search contacts will appear in the results.
Search Salesforce Contacts in the Workspace
Afterwards, you can view the information of the searched contact and view more on the Salesforce side.
- Click the contact name to display the Contacts Details.
View Salesforce Contacts in CINNOX
- Click View more in Salesforce. A new tab will appear in your browser to display the contact on the Salesforce side.
View More details in Salesforce
Update Contact
You can update the information of your Salesforce contact in CINNOX.
- Navigate to Contact Management > Salesforce Contacts
- Click the contact name to display the Contacts Details
- Click Edit Information
- Fill in or edit the fields that require updates
- Click Save
Update Salesforce Contact in CINNOX
- The updated details will be saved in Salesforce, too.
Updated Salesforce Contact
Automate CINNOX Enquiry to Salesforce Case
Your Contact's Enquiry will be automatically saved as a Contact's Case in Salesforce with information, status and chat history.
CINNOX Enquiries - Salesforce Cases
Automate CINNOX Call to Salesforce Task
Your Call inside the Enquiry is saved as a Task in Salesforce.
The call log is posted in the Task Details.
CINNXO Call Log - Salesforce Activity Call Log
Link and Update Contacts
You can link between a CINNOX External Contact and Salesforce Contact.
One possible scenario is that your CINNOX External Contact is the same as your Salesforce Contact.
- Navigate to Contact Management > Salesforce Contacts
- Click the contact name to display the contacts details on to link
- Click Merge / Link Contact
- On the pop-up window, select the Salesforce Contacts tab
- Select the contact to link with
- Select the fields you want to keep from each contact if one has information that the other does not.
- Click Save
Link CINNOX and Salesforce Contacts
Unlink Linked Contacts
You can remove the linkage between the two linked contacts if necessary.
- Navigate to Contact Management > External Contacts
- Search for the linked contact that you want to unlink
- Click the name to open the contact details page
- Click the Salesforce tab
- Click the three-dot icon
- Select Remove Link
- A pop-up page will display to confirm the unlink of the two (2) contacts
- Click OK
Unlink Linked Contacts
Send SMS Campaign to Salesforce Contacts
You can send SMS Campaigns to your Salesforce contacts using Dynamic SMS Campaign.
Send SMS Campaign to Salesforce Contacts
Please refer to SMS Dynamic Campaign of this Guide for more details on how to send Dynamic SMS Campaign with Salesforce Contacts.