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Salesforce-Aloware: Communication settings

Easily manage call & SMS logging in Salesforce with Aloware. Customize subjects, descriptions & mapping for clear, efficient records.

Laarni D avatar
Written by Laarni D
Updated over 3 weeks ago

The Communication Tab (tab 5) is designed to manage the logging preferences for SMS and call events within the Salesforce-Aloware integration.

All interactions, including answered or missed calls, call recordings, voicemails, and text/multimedia messages, are logged as Tasks under the relevant Contact or Lead record in Salesforce.

Aloware-Salesforce integration: Communication tab

Call and SMS/MMS logging in Salesforce

For further details, please refer to the documentation on call and SMS/MMS logging in Salesforce.


Configuring activity settings for calls and SMS in Salesforce-Aloware

The activity settings in the Salesforce–Aloware integration allow admins to control how call and SMS interactions are logged in Salesforce. These settings determine what details appear in the Task subject line and description, helping teams organize communication records efficiently.

When configured, call detail records (CDRs) and message detail records (MDRs) display only the most relevant information, such as call outcome, direction, duration, and message content, directly in Salesforce Tasks. This ensures consistent, readable logs that improve reporting and simplify reviews.


How admins can configure Task Subjects

Admins can set which attributes appear in the Task subject for call and SMS logs.

  1. Access the settings

    • Log in to your Aloware account.

    • Go to Integration Settings > Salesforce Integration Settings > Communication tab.

    • Open the Subject Format Settings section.

    Here, you’ll find options for both Call Logs (CDRs) and SMS Logs (MDRs).

  2. Choose the attributes

    For calls, you can include details such as:

    • Call Outcome (disposition)

    • From (who placed the call)

    • Communication Direction (inbound/outbound)

    • To (recipient of the call)

    For SMS, you can include details such as:

    • From (sender)

    • Communication Direction (inbound/outbound)

    • To (recipient)

    Use checkboxes to select only the fields you want to display.

  3. Set the display order

    • Drag and drop attributes or use arrow controls to reorder them.

    • The chosen sequence applies to all new logs after saving.

  4. Test and validate

    • Place a test call and send a test SMS.

    • Confirm that Task subjects in Salesforce reflect the selected fields and order.

    Note: Updates affect only new activity logs. Existing records remain unchanged.


How admins can customize task descriptions

Descriptions provide additional detail for each logged activity. Admins can decide which fields appear here.

  1. Access the settings

    Go to Integration Settings > Salesforce Integration Settings > Activity Settings > Call and SMS Description Settings.

  2. Select description fields

    • For calls, options include duration, direction, outcome, recording links, tags, notes, and source.

    • For SMS, options include message content, direction, sender/recipient, attachments, tags, and notes.

  3. Save preferences

    Click Save to apply changes. The settings will apply to all new logs.

  4. Verify in Salesforce

    • Review call and SMS logs in the Activities history.

    • Ensure only the chosen fields appear in the description.

Aloware-Salesforce admins customizing task descriptions


How this relates to other Aloware tools

Activity Settings connect directly with:

  • Dispositions & logging rules – ensures consistent capture of direction, outcome, and related details.

  • AloAi Voice Analytics – allows AI-generated call summaries to appear in the Notes field.

  • Call and SMS recordings/attachments – makes linked files accessible directly in Salesforce.

This reduces manual work and provides teams with a clear, structured activity view.


Key configurations to remember

  • Subjects - Customize and reorder attributes for both calls and SMS.

  • Descriptions - Select which details to display for logs.

  • Field mapping - Ensure key attributes (e.g., disposition, recipients) are correctly mapped between Salesforce and Aloware.

  • Testing - Run test activities to confirm your settings display as expected.

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