Set up Salesforce with x-bees

Two components in WMS, a fair amount of preparation in Salesforce, and one edition requirement that decides whether it is possible at all.

Two components in WMS, a fair amount of preparation in Salesforce, and one edition requirement that decides whether it is possible at all.

Before you start

• Salesforce administrator rights, and a decision about which admin user the integration will act as. That user needs the System Administrator profile, or a custom profile carrying the API Enabled permission. You can use an existing one or make a dedicated one, but do that first, because other steps hang off it.
• An x-bees user whose email address matches a Salesforce user with the right permissions. That person completes the authorisation.
• x-bees Standard or higher for everyone who needs it.
• Phone numbers in Salesforce in a format that matches incoming calls, ideally full international.

That last point decides whether this works. Numbers stored locally will not match calls arriving in international format, and the integration will look dead while being perfectly configured.

Stage one, in Salesforce

Most of the work sits here, and it is all administrator work: prepare the admin user, extend the profile and permission set access the integration needs for lookup and for writing call logs, allow the x-bees domains under CORS, then install the connected app and set its OAuth configuration and permitted users. Finally, authorise that admin so the integration can act.

None of it is difficult, but it is not a single consent screen either. Budget an hour with somebody who has the rights.

Stage two, two components in WMS

This is where the old instruction to "open the Salesforce integration" falls down: there are two, and each does a different half of the job.

1. Salesforce Auto Logging, in the Connectors section. Automatic logging of calls, conferences and chats, plus the contact lookup. Matching runs in a fixed order: Contact, then Account, then Lead. Logging is switched on per kind, so calls, conferences and chats can each be turned off separately, or the lot disabled while contact lookup keeps running. Chat logging is the one worth a conversation before you enable it, because it puts conversation records in the CRM.
2. Salesforce, in the Apps section. The CRM view on the x-bees Info Panel, search from the dialpad, and the My Salesforce tab.

Install only the first and there is no panel. Install only the second and nothing is logged.

Test it properly

Test with a record that definitely has a phone number on it. Testing from your own mobile, which is probably not in Salesforce, makes a working integration look broken.

If your Salesforce is heavily customised, connect a sandbox before production. Custom objects and validation rules occasionally interfere with activity creation, and finding that out in production is unpleasant.

What your people get

• Calls, conferences, scheduled meetings and chats logged automatically as tasks
• Matching against Leads, Contacts, Accounts and Person Accounts, not just leads
• Creating and updating Leads, Contacts, Accounts, Opportunities, Tasks and Cases from the conversation
• A My Salesforce tab for working through Cases and Leads outside any conversation
• A new Lead created automatically when a call matches nothing
• Calls handled by a voice AI agent logged and assigned to the right person

AI-generated summaries and transcriptions on those logged activities are available as an addition rather than as standard. Ask us if you want them switched on.

Calling from inside Salesforce

That is the separate Lightning integration, and it works with Lightning only. Most teams run both: this one brings Salesforce into x-bees, the other puts calling into Salesforce.

See also

• Which Salesforce integration do I need
• Use Salesforce in x-bees