Aloware-Salesforce integration features
The Aloware-Salesforce integration logs calls and SMS/MMS in Salesforce, including timestamps, outcomes, duration, and direction. Users can track communication history, access call recordings, and manage tasks for follow-ups.
Account authentication - admins can securely connect or disconnect Aloware and Salesforce accounts; error messages help resolve authentication issues.
SMS/MMS and call logs - logs calls and SMS/MMS in Salesforce with timestamps, outcomes, duration, and direction. Tracks communication history, call recordings, and follow-up tasks.
In-app dialer - make calls from within Salesforce using Aloware’s dialer.
Default and custom field mapping - syncs default and custom Salesforce fields.
Users sync - matches and updates user data across both platforms by email and ID.
Steps for authenticating Salesforce in Aloware
Prerequisites
Salesforce edition - must have Salesforce Enterprise, Unlimited or Developer Salesforce Editions and this is Compatible With Sales Cloud, Service Cloud, or Sales & Service Cloud.
Aloware plan - requires an xPro + AI plan with an with an AI-driven contact center plan.
Admin access - you must be a system admin in both Aloware and Salesforce.
AppExchange access - admin must have access to a Trailblazer account to install from the Salesforce AppExchange.
Latest package installed - ensure the latest Aloware Salesforce package is installed from AppExchange – follow the steps under Salesforce Authentication and Package Install/ Update.
Authentication - complete the secure OAuth authentication process within Aloware’s integration settings after the package is installed.
Setting up the integration
Initial integration setup - go to Aloware integration settings and click on the Salesforce card settings.
Salesforce integration settings menu - in the integration menu, select the option to configure account authentication.
If this is your first time, follow these steps to install the package: Salesforce Authentication | Installing the Salesforce Package.
If you need to update the package, follow these steps: Salesforce Authentication | New Aloware Package Integration Version.
Authentication selection - after installing the package, select the authentication option (“Installed. Authenticate”), users are prompted to enter their Salesforce credentials. The system securely verifies the entered credentials and ask Allow Access?
Salesforce credentials page
Allow access
Success authentication - upon successful verification, you will receive a confirmation message indicating that the connection has been established.
How does this relate to our other tools?
As with other integrations, Salesforce is integrated with all of Aloware's main features, allowing created contacts to do:
Make calls in Aloware.
Send Messages (SMS/MMS) in Aloware.
Call Detail Record (CDR) and Message Detail Record (MDR) are saved in Aloware and sent and synchronized in Salesforce (tasks).
Click to call in Salesforce.