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.

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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

2064 — 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.

2056 — 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.

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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.

1645 — 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.

The newly created contact appears in the CINNOX External Contacts and Salesforce Contacts.

2268 — Newly created contact in CINNOX synced in Salesforce

For more details, please refer to the External Contact Managementsection 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

906 — 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.

1526 — 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.

1639 — 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.

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

1632 — Update Salesforce Contact in CINNOX

The updated details will be saved in Salesforce, too.

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.

2390 — 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.

2836 — 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

480 — 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

Send SMS Campaign to Salesforce Contacts

You can send SMS Campaigns to your Salesforce contacts using Dynamic SMS Campaign.

947 — 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.