You can customize settings related to the integration between smrtPhone and your Salesforce CRM, if you have the proper user permissions.
When you first sync your data during Account Setup, prior to the customization step, you can pick one or multiple contacts apps from the list. This way you decide where smrtPhone should look for your contact and phone records.
This can be later edited from the Setup Page.
Each of these Objects has its own fields, which you can customize when you proceed with the setup based on the object layout.
You can add exactly what Objects you want and map the fields accordingly.
If you need to connect your account with other Objects than the ones already provided by the smrtPhone system, you can do so by clicking the Add Custom Object button. Remember that this new Object has to have a phone number field.
The first customization you did was when you created your smrtPhone Trial Account.
At that time, you had to decide what contact app you wanted to use for starters in your smrtPhone account.
As mentioned, this can be later accessed from the Setup Page and reconfigured, including the contacts apps.
Salesforce Setup Page
These settings are customizable at any point by the Account Owner or users with permissions by accessing the Dashboard > Admin Tab > Salesforce Setup.
General Setup
Settings
Autocomplete new Tasks - Tasks created by new Leads will be automatically set as Completed
Relate Tasks to Opportunity - Tasks will be related to Opportunities instead of the Account or Contact, easing the search
Autocomplete Inbound SMS Tasks - Tasks created by new Inbound SMS will be automatically set as Completed, except for the first one
Determine Default Call Owner - You can set who is going to be the Default Call Owner for newly unassigned created Tasks
Change Account Connection - You can change the user that holds the account connection between the CRM (Salesforce) and the smrtPhone system. This user has to be an admin in your CRM
The Salesforce Token expires every 6 months if not activated, and when trying to log in, you get an error. The easiest troubleshooting is to log out and log back in using the Login with Salesforce option.
Yet, if this Account Connection user logs in with Salesforce Credentials, it keeps the token active.
Default app for new leads - Pick where the newly created leads will live, one of the objects you configured.
The Autocomplete Tasks function is both calls and text messages. If you want the system to complete the tasks only for SMS and not calls, just toggle on the last option, Inbound SMS.
Also, the Company Address is a mandatory field.
We recommend that these fields be populated because they allow the system to create call owners and get API keys.
Connected Apps
The Connected Apps section of the Salesforce Setup page shows which Objects in your Salesforce Org smrtPhone connects to and pushes contact information. It comes with a default of Leads, Contacts, Opportunities, and Accounts, and you can add your own Custom Objects as well.
At the top of this section, you have control over re-syncing your mapping options by using the green button Resync. If you have changed the layout or design of your Salesforce org, you will want to use this button to surface the new options for Contacts mapping.
These synced contacts are the total number of records pulled into the Contacts Page in smrtPhone. If duplicates are created, they are counted in Contacts—even if they are in Leads and Opportunity and so on, depending on your selection. You can also see the type of contact that the lead is representing and choose the right one.
These duplicates were created because the type is different for each entry, yet it represents the same person/phone number. This might result in different numbers displayed for contacts in smrtPhone versus the CRM.
This resync of contacts means that if you choose to eliminate one app after the resync, the contacts in that app will also be eliminated from smrtPhone. If you want to configure another app from your list at this moment, you can do it on the spot or you can use the + Add Custom Object button at the bottom of the section to select a different Salesforce Object from your Org that is not on the list. It must have a phone field to be able to sync with smrtPhone.
Click on the app you want to add to your options and start configuring it by mapping the individual fields within that Object. Press Save, and now this one is ready to be used as well.
Creating Lead Options:
The default setting is that all calls with contacts who are not in your CRM ("Unknown") create a lead record in your Salesforce, whether they are inbound or outbound. You can customize how this works based on the smrtPhone number being used for the call.
The options include:
All calls to/from Unknown contacts create records in the apps you configured
Calls to only specific smrtPhone numbers records in the apps you configured
Lead records are never created for communication with an Unknown contact
If you select Specific, add numbers, and then delete them, yet the Selected remained toggled on, this means that the system will not create any Lead for Unknown Caller, either Inbound or Outbound.
Inbound
To create a lead record for all calls to all of your smrtPhone numbers, slide the toggle to All Numbers (this is the default.)
To create a lead record for calls only to specific smrtPhone numbers in your phone number portfolio, slide the toggle to Specific. A field will appear where you can search and enter the smrtPhone numbers for which you would like to create lead records. Any number left off of this list will not create a lead record.
To never automatically create a lead for an inbound call from an Unknown number, slide the toggle bubble to Specific and then leave the phone number field empty.
Outbound
To create a lead record for outbound calls made to any number not currently in your contacts, slide the Toggle to All Numbers (this is the default.)
To create a lead record only for calls made from certain smrtPhone Caller IDs, slide the toggle to Specific. In the newly-appeared field, enter the smrtPhone Caller IDs for which you'd like to create leads when you dial a number that is not in your current contacts. Any smrtPhone Caller ID left off of this list will not create a lead record when dialing an Unknown contact.
To never automatically create a lead for outbound calls to Unknown contacts, slide the toggle to Specific but then leave the Caller ID field empty.
For example, your smrtPhone numbers used for Sales can be set to always create a new lead for both inbound and outbound communication involving a number that is not currently in your contacts, while the smrtPhone number given to your vendors can be excluded from ever creating a lead record.
✔️ smrtPhone looks for Opportunity first, then Account and Contacts, then Lead, only if Relate task to Opportunity option is toggled on and you selected all apps while configuring them.
Also, you can Select Relate Tasks to Opportunities button, and Tasks will be related to Opportunities instead of the Account or Contact.
Customize Call Statuses
You can customize, delete, or add up to 10 personalized call statuses for your Incoming and Outgoing communication via smrtPhone.
You can simply edit this in the Setup Page for:
Inbound Calls:
You can add one of these statuses that you configured for your account for all your Incoming calls. You can add up to 10 statuses.
Outbound Calls:
All Outgoing calls can be marked with one of these custom statuses that you personalized here. Like in the Inbound Call Statuses case, you can add up to 10 call statuses.
View Integration Logs
See errors and issues that might occur related to smrtPhone attempting to push information into Salesforce.
Salesforce Errors (if any) are listed here for you to help identify issues with the Salesforce setup that affect the smrtPhone integration. We list these errors for you to better understand and identify what could have been missed or wrong with a call/text message due to automation in your system.
If you have any concerns about Salesforce Errors, do not hesitate to contact your Development Team or reach out to our Support Team on Live Chat.
