Salesforce does not natively log calls and SMS in both Opportunities and Contacts. To address this, Aloware provides a feature that automatically logs calls and SMS to both records when they share the same primary phone number.
This guide explains how admins can configure Salesforce to enable synchronization, and how agents can use it in daily workflows.
Why the primary phone number matters
The primary phone number is the single piece of data that links activities between Contacts and Opportunities.
If the phone number in the Opportunity’s Primary Phone Number field matches the Contact’s phone number, calls and SMS will automatically log to both records.
If the numbers do not match, the activity will only log to the Contact and will not appear in the Opportunity.
Salesforce Contact Roles are not used for this integration. Even if a Contact is marked as a role in the Opportunity, the synchronization won’t happen unless the phone numbers match.
Call logging in Salesforce Contact with Opportunity reference
Call logging in Salesforce Opportunity with Contact reference
Think of the phone number as the “bridge” that allows Aloware to recognize a Contact and its related Opportunity as connected. Without this bridge, the records remain isolated.
Automatic logging of calls and SMS (Aloware Integration)
With Aloware integrated into Salesforce, calls and SMS activities are automatically logged to both the Opportunity and its related Contact record when the phone numbers match.
Automatic logging works in the following cases:
A call is made or received from a Contact using Aloware.
A call is made from a Salesforce Contact or Opportunity using the Aloware Dialer.
An SMS is sent or received in Aloware Contact or in Salesforce Contact using Aloware SMS Messenger.
SMS Messenger is not available for Salesforce Opportunities.
Step-by-step configuration for synchronizing calls and SMS (Admin)
Go to Salesforce Setup
Click the gear icon in Salesforce and select Setup.
Navigate to Opportunity Object
In the Quick Find box, type Opportunity.
Select Object Manager > Opportunity.
Access Fields & Relationships
In the left sidebar, click Fields & Relationships.
Create new custom fields
Click New Field and create the following:
Primary contact – Field Type: Lookup (Contact)
Primary phone Number – Field Type: Phone (critical for synchronization)
Primary contact email – Field Type: Email
Add fields to page layout
Go to Page Layouts under the Opportunity object.
(Optional) Add a new section (e.g., “Primary Contact Details”).
Drag and drop the new fields into this section.
Primary Phone Number is key: This field must match the Contact’s phone number for synchronization to work. It is the only field that determines whether an activity is logged to both records.
Step-by-step usage for agents
Go to the contact record
Find and open the desired Contact in Salesforce.
Initiate a call
Use the integrated Aloware Dialer to call the Contact’s Primary Phone Number.
Complete the call
End the call and log the outcome (e.g., Connected, No Answer).
Refresh the contact record
Refresh the page to confirm the call activity is logged under the Contact’s activity history.
Check the opportunity
Navigate to the associated Opportunity (with the same Primary Phone Number).
Confirm the call is also logged in the Opportunity’s activity timeline.
You should see a reference to the Contact who made or received the call.
Important notes
Phone number matching - the phone number is the foundation of this setup. If it’s mismatched or missing, logs will not sync to the Opportunity.
Leads vs. Opportunities - calls and SMS can only sync between Opportunities and Contacts, not Leads. Opportunities can only be linked with Contacts.
Contact role relationship - not required for this workaround, but keeping Contact Roles updated is recommended for future improvements.
No extra configuration needed - once the phone number fields are aligned, synchronization happens automatically.
By configuring custom fields and keeping phone numbers aligned, Salesforce admins can ensure that Aloware logs calls and SMS consistently across Contacts and Opportunities.
The phone number is more than just a data point—it’s the unique identifier that connects activity records across Salesforce objects. Keeping it accurate and consistent guarantees smooth synchronization and reliable reporting.