Aloware call disposition syncs to Salesforce
The Aloware disposition status is an automatic field that the Aloware system populates after calls or messages. This differs from the manual call disposition agents set, as it provides system-generated updates based on actual communication outcomes.
This synchronization capability ensures every interaction, from Call Detail Records (CDR) like missed, answered, or abandoned calls, to Message Detail Records (MDR) including delivered or failed messages, is accurately documented in Salesforce. This dual approach of automatic system data and manual agent input provides a comprehensive communication history.
Configuration options
Status synchronization is one-way, from Aloware to Salesforce (→) only. This means call and message outcomes generated in Aloware are automatically passed to Salesforce, ensuring your CRM reflects the latest communication activity.
The integration automatically maps Aloware Answer Types to the corresponding Salesforce status fields. For example:
Code | Status Name | in Salesforce | Description |
1 | In-progress | in-progress | Call is still going on. |
2 | Abandoned | abandoned | Call is abandoned without ringing target. |
3 | Missed | missed | Target party did not answer the call. |
4 | Completed | completed | Successful call/ SMS; both parties talked. |
5 | Failed | failed | The call failed for some reason. |
6 | Deadend | dead-end | The call hit a dead end (e.g. invalid path). |
7 | Invalid | invalid | Communication was rejected from carrier before sending |
8 | Placed | placed | Virtual status used internally (e.g. for triggers). |
12 | Voicemail | voicemail | Voicemail disposition. |
13 | Missed_and_voicemail | missed+voicemail | Call was missed but a voicemail was left (virtual status). |
Read this guide to learn how to add custom fields in Salesforce.
Real-time status updates
Synchronization between Aloware and Salesforce occurs almost instantly, with status changes reflected within seconds of call completion. This automatic population of communication outcomes ensures data accuracy and mobile compatibility without requiring manual agent intervention.
For example, when an agent makes an outbound call that goes unanswered, the Salesforce task automatically updates to "Missed," allowing the agent to immediately plan follow-up without switching platforms.
Similarly, for inbound calls, if a customer's call is answered and completed, the status instantly updates to "Answered" in Salesforce, providing comprehensive, real-time call logs.
For SMS messages, the status shows "completed" once successfully sent.
Testing the setup
To verify your configuration:
Make a test call through Aloware.
Set a manual call disposition (e.g., "Busy").
Check the automatic Aloware disposition status (it might show "Abandoned" if the call wasn't completed).
Navigate to the corresponding Salesforce lead/contact record.
Refresh the activity logs to see both status fields populated.
Test with SMS messages to verify text message status tracking.
Benefits
This integration offers significant advantages:
Accurate reporting - get system-verified call outcomes versus agent-reported outcomes.
Quality assurance - compare manual dispositions with automatic system status.
Better analytics - track actual connection rates and call completion statistics.
Reduced manual entry - automatic population reduces agent workload.
Important notes
The Aloware disposition status cannot be manually edited - it's system-controlled.
This field complements rather than replaces existing disposition workflows.
Both voice calls and SMS messages are tracked with this new status field.
Regular package updates may introduce additional status types.
Troubleshooting
If the field doesn't appear, verify the package was properly activated.
Ensure you're looking in the Task object, not just activities.
Check that your user profile has access to view the new field.
Refresh Salesforce pages after making configuration changes.