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The Salesforce voice AI integration turns verified phone outcomes into structured CRM activity. It is most useful when several teams share Salesforce and every call needs an owner, an audit trail, and a consistent next step.
A catalog page describes a possible workflow. It does not confirm that a native Salesforce connector is enabled in your workspace. Check Integrations in the DialNexa dashboard first. If Salesforce is not listed, use a custom function, agent webhook, or external automation service.

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When to use the Salesforce voice AI integration

Use Salesforce when:
  • Leads, contacts, accounts, opportunities, or cases are your system of record.
  • Call routing depends on account ownership, territory, entitlement, or open case status.
  • Managers need voice activity recorded against the correct Salesforce record.
  • A qualified call should create a task, update selected fields, or alert an owner.
Best first workflow: Match the caller to a lead or contact, log a completed call with a structured disposition, and create the next task without changing opportunity value or stage automatically.

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Before you begin

Prepare the following:
  • A published DialNexa agent that has already passed a basic test call.
  • Access to the DialNexa workspace Integrations page.
  • A Salesforce account with permission to read or update the required records.
  • One test record that does not affect a live customer.
  • A list of actions that can run automatically and actions that require human review.

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Choose how to connect Salesforce

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Build the Salesforce voice AI workflow

  1. Define the exact event that starts the action, such as a confirmed booking, qualified lead, support escalation, or completed call.
  2. Choose the connection method from the table above.
  3. Map caller identity, the DialNexa call ID, the verified outcome, and the destination record ID.
  4. Add a condition so uncertain, sensitive, destructive, or high-value changes go to a human-owned queue.
  5. Store the destination record URL or ID with the call result so your team can trace the handoff.
  6. Test success, no-match, duplicate, permission-error, and timeout cases before using live traffic.

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Data to map between DialNexa and Salesforce

  • Lead or contact ID, account ID, owner ID, phone number, email, and territory
  • Call ID, campaign or source, direction, disposition, summary, and next action
  • Qualification fields that your sales process already uses
  • Opportunity or case ID only after an unambiguous record match
  • Task due date, priority, and owner for the promised follow-up

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High-value Salesforce voice AI workflows

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Verify the Salesforce integration

Run a test call and confirm that:
  1. The workflow finds the intended Salesforce record instead of creating a duplicate.
  2. Only the approved fields change.
  3. The DialNexa call ID is stored for traceability and retry protection.
  4. A failed request creates a visible error or human-owned task.
  5. The receiving owner can open the Salesforce record and understand the next step without reading the full transcript.

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Troubleshoot Salesforce integration issues