Aloware automatically logs call interactions, SMS/MMs messages, call recordings, and voicemail details directly into Salesforce. With real-time data updates, users can seamlessly access and manage communication records within Salesforce, ensuring tracking of customer interactions.
Call logging in Salesforce
Aloware ensures that all call activities are accurately recorded and synchronized in real time between Aloware and Salesforce. This real-time synchronization allows users to view and access call logs within the activity section of Salesforce, linked to the respective contacts and leads.
Task creation for each logged activity simplifies managing and tracking communication history.
Additionally, users can listed to, download, and share call recordings directly in Salesforce, providing valuable resources for training and compliance.
Key details captured in call logs
When calls are made through Aloware, they are automatically logged in Salesforce under the corresponding contact or lead's task.
Key information are captured such as:
Task comments - include details of the call interaction.
Time stamps - date and time of the call.
Call disposition - whether the call was answered, missed, or a voicemail was left.
Call duration
Call direction - either the call is inbound or outbound.
Line - displays the name and number used.
Caller information - who made the call (e.g. agent using browser or app)
Receipt information - the contact and their number.
Call recording - recordings that can be accessed, played, downloaded, or shared.
Tags and notes - additional information added by the user.
Source - indicates Aloware as the origin.
Salesforce standard task field updated by Aloware
Assigned to - who the task is assigned to.
Status - current task status
Name - the contact associated with the task.
Subject - displays call details such as caller, direction, and recipient.
Created by - who created the task, including timestamps.
Last modified by - user who last modified the task, along with timestamps.
Priority - urgency level of the task.
The integration ensures that communication records are up-to-date and easily accessible, enhancing the efficiency of customer interaction management within Salesforce.