Salesforce Contacts in Dashboard

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 has successfully integrated Salesforce Production and CINNOX, the staff members can now login to their Salesforce user account inside their CINNOX Dashboard or Mobile App.

Refer to 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 SalesforceStaff member logs in to their Salesforce

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 SalesforceStaff member logs in to their Salesforce

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 SuccessfulContact Sync Successful

Contact Sync Successful

👍

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."

 

Features available when CINNOX and Salesforce Integrated

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 fields mapping between Salesforce and CINNOX allows for automatic syncing of records between these two applications.

Salesforce Contact Field

CINNOX External Contact Field

First Name

First Name

Last Name

Last Name

Title

Job Title

Department

Team

Birthdate

Birthdate

Phone

Work

Home Phone

Home

Mobile

Mobile

Other Phone

Other Phone

Mailing Street

Street

Mailing City

City

Mailing State/Province

State

Mailing Zip/Postal Code

Zip Code

Mailing Country

Country/Region

Email

Work Email

 

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 DashboardSalesforce Contacts in CINNOX Dashboard

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

📘

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 ContactCreate New Contact

Create New Contact

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

Newly created contact in CINNOX, synced in SalesforceNewly created contact in CINNOX, synced in Salesforce

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 the 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 ManagementSearch Salesforce Contacts in the Contact Management

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 WorkspaceSearch Salesforce Contacts in the Workspace

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 CINNOXView Salesforce Contacts in CINNOX

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 SalesforceView More details in Salesforce

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 CINNOXUpdate Salesforce Contact in CINNOX

Update Salesforce Contact in CINNOX

  • The updated details will be saved in Salesforce, too.
Updated Salesforce ContactUpdated Salesforce Contact

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 CasesCINNOX Enquiries - Salesforce Cases

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 LogCINNXO Call Log - Salesforce Activity Call Log

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 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 just if one has information that the other does not.
  • Click Save
Link CINNOX and Salesforce ContactsLink CINNOX and Salesforce Contacts

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 the two (2) contacts
  • Click OK
Unlink  Linked ContactsUnlink  Linked Contacts

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 ContactsSend SMS Campaign to Salesforce Contacts

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.

Updated 14 days ago


Salesforce Contacts in Dashboard


Suggested Edits are limited on API Reference Pages

You can only suggest edits to Markdown body content, but not to the API spec.