Salesforce Integration

Overview

Connect Salesforce to bring CRM Contacts or Leads into OutCallerAI use cases and send call outcomes back as Salesforce Tasks.

Capabilities

• Contact / Lead import: Import Salesforce Contacts or Leads into a selected OutCallerAI use case.
• Bidirectional lead sync: Create, edit, and delete Name, Email, Phone, and Description in either system.
• Webhook notifications: Saving Salesforce setup deploys a trigger that posts record changes to OutCallerAI in real time.
• Field mapping: Choose which Salesforce fields populate lead name, phone, email, and notes.
• Duplicate prevention: Avoid duplicate use case leads when the same Salesforce record is imported again.
• Call outcome sync: Send completed call summaries, outcomes, ratings, and next steps back as Salesforce Tasks.
• Recording links: Optionally include call recording links in the Task description.

Prerequisites

• A Salesforce user who can authorize API access and read the selected Contact or Lead records.
• Permission to create Tasks when call outcome export is enabled.
• An OutCallerAI use case with an assigned agent.

Setup

1. Open Integrations: Go to the Integrations Dashboard and select Salesforce.

2. Connect Salesforce: Click Connect with OAuth and approve access from your Salesforce account.

3. Choose object type: Select Contact or Lead as the Salesforce object to sync.

4. Choose a use case: Select the OutCallerAI use case where imported records should be added as leads.

5. Map fields: Match Salesforce fields to OutCallerAI lead fields:

   • Name
   • Phone
   • Email
   • Description

   Name and phone are required for calling workflows.

6. Save setup: Save the mapping and sync preferences, then import records. OutCallerAI also deploys a Salesforce Apex trigger that posts create, edit, and delete events to your inbound webhook URL.

7. Run calls: Imported contacts can now be called from the use case using your assigned AI agent.

How it works

After a Salesforce record is imported, it appears as a normal lead inside the selected OutCallerAI use case.

Changes to Name, Email, Phone, and Description sync both ways:

• OutCallerAI → Salesforce on local create, edit, and delete.
• Salesforce → OutCallerAI through the inbound webhook. The connected Salesforce user must have permission to create Apex classes and Remote Site Settings. If auto-deploy is blocked, copy the webhook URL from the Salesforce setup tab and send this JSON from a Flow HTTP callout:

{
	"operation": "update",
	"module": "Lead",
	"ids": ["00Q000000000001"]
}

HOST_URL must be a public HTTPS origin Salesforce can reach.

When a call is completed, OutCallerAI can create a completed Salesforce Task linked to the Contact or Lead with:

• Use Case name
• Call outcome
• Call rating
• Call duration
• AI-generated summary
• Follow-up tasks or next steps
• Recording link, if enabled

Verify the integration

Import a small record set and confirm its field values in the target OutCallerAI use case. Complete one test call, then confirm a completed Task is linked to the original Salesforce Contact or Lead.

Troubleshooting

• Re-importing records updates existing imported leads instead of creating duplicates.
• Salesforce remains your CRM source of truth, while OutCallerAI handles calling and call outcome automation.
• If records are missing, confirm the chosen object type and the connected user's record visibility.
• If Tasks are missing, confirm Task creation permission and that the lead originated from the Salesforce import.

Disconnect

Select Disconnect Integration in the Salesforce drawer. Existing Salesforce Tasks and imported OutCallerAI leads remain in their respective systems.