The Aloware–Salesforce integration connects your communication system with Salesforce CRM, enabling teams to manage calls, messages, and contacts without switching platforms.
This guide explains how the integration works and outlines its main components, from setup to communication logging.
Admins can connect Aloware and Salesforce by installing the Aloware package and configuring authentication settings.
Once connected, user accounts can be mapped to ensure accurate call and message ownership across both platforms. This setup enables data to flow securely between Aloware and Salesforce, supporting real-time updates.
When the integration is active, user synchronization links Salesforce users to their corresponding Aloware profiles. This ensures that calls, messages, and activities are logged under the correct Salesforce user.
Admins can manage permissions and assign roles to control which agents can make calls, send texts, or view certain contact data.
Contacts and leads in Salesforce automatically sync with Aloware. Any updates made in one system, such as name, phone number, or status, reflect in the other.
Admins can map Salesforce fields like call disposition, timezone, and DNC preferences to maintain consistent and accurate records. Static lists from Salesforce can be imported to Aloware to create call or message campaigns.
Agents can make calls and send SMS or MMS messages directly from Salesforce using the Aloware Talk2 dialer or SMS Messenger.
Each communication is automatically logged in Salesforce as an activity, linked to the appropriate contact, lead, or opportunity. This feature allows agents to manage customer interactions within Salesforce without switching to another app.
The integration supports Aloware actions within Salesforce Flows, allowing users to automate communication tasks such as sending SMS messages, initiating calls, or updating records.
These automations can be combined with Salesforce triggers or workflows to handle repetitive follow-ups or notifications.
All ibound and outbound calls, SMS, and MMS messages are automatically logged in Salesforce.
The integration supports customizable task and activity field mapping, allowing admins to control how communication data appears in reports. Logs include details like call duration, direction, and call result, ensuring full visibility of agent interactions.
With Aloware integrated, Salesforce users can track communication performance metrics directly within Salesforce reports.
Logged activities, such as call counts, response times, and engagement data, help managers evaluate team performance and customer responsiveness.
The Aloware Power Dialer can be accessed from within Salesforce, allowing agents to call through contact lists efficiently.
Calls can also be routed based on Salesforce ownership or last engagement, ensuring customers are connected to the right agent every time.