Talkdesk for Salesforce offers a streamlined deployment process that allows you to integrate Talkdesk with Salesforce, add Talkdesk licenses, and assign permission sets in just a few quick steps.
Before beginning the installation process, please take a moment to confirm the following:
- Salesforce edition: You have either an Enterprise, Unlimited or Professional with API access edition of Salesforce.
- Salesforce licenses: You need to have Salesforce licenses. For more information about license requirements, please read Talkdesk for Salesforce FAQ - New Customers.
- When to install: We recommend installing Talkdesk for Salesforce after hours or during periods of lower call volume, as your agents will not be able to make or receive phone calls while Talkdesk for Salesforce is being installed.
- Salesforce Integration User licenses: The Salesforce Integration User License should not be used in Salesforce to integrate T4SF. The license will cause several problems, including Talkdesk activities not being created and contact and agent sync failing.
When you are ready, please follow the installation and configuration steps:
- Step 1: Download Talkdesk for Salesforce
- Step 2: Designate Integration Settings
- Step 3: Review Automations
- Step 4: Add Talkdesk Users
- Step 5: Finish
- Step 6: Click-to-Call and Other settings
Step 1: Download Talkdesk for Salesforce
- Locate the Talkdesk for Salesforce package on the Salesforce AppExchange and install it, by clicking Get It Now [1].
- Log in to your Salesforce account.
- Choose if you want to install the package in the production environment or in your sandbox account.
- Review the installation details and press Confirm and Install [2].
- Next, select the Salesforce profiles for which you would like to install Talkdesk for Salesforce and hit Install [3].
Note: We recommend you only install for System Administrators, as you will be able to grant specific users access to Talkdesk for Salesforce at a later step in the configuration process.
- In the pop-up window, check the box to approve third-party access for all Talkdesk websites. This step ensures that Talkdesk has the necessary permissions to perform remote operations.
- After the installation has been completed, select the App Launcher section of Salesforce [8].
- Then, select Talkdesk Lightning from the list [9].
- Select the Talkdesk Admin tab [10] and click the Login to Talkdesk [11] button to log in to your Talkdesk account.
- Enter your Talkdesk account name and then your credentials [12].
- Next, create three Remote Site Settings [13].
- Next, create the Talkdesk Trusted URLs.
TIP #1: To ensure a seamless login experience for your users, add the region specific TalkDesk IP addresses to Trusted IP ranges in your Salesforce Org and list of restricted Login IPs for User profiles.
List of TalkDesk IPs: https://support.talkdesk.com/hc/en-us/articles/23849174371099-Network-Setup-Talkdesk-IPs-Allowlist
Where to add TalkDesk IPs within Salesforce
Step 2: Designate Integration Settings
On the following page, you can specify the type of objects that you want Talkdesk to sync [14]. Depending on your use case, you can select Contacts, Leads, or both.
You will also be able to select whether or not you would like Talkdesk calls to be logged in Salesforce [15]. Checking the box will automatically log all calls to the Talkdesk Activity object rather than the Standard Activity call object.
We recommend you keep this box checked so you can correlate call data with your other Salesforce data using Talkdesk for Salesforce’s reporting tools. In the next step, you can enable automations so you can continue logging calls to your Standard Activity call object.
Finally, for example, you can also enable the features Auto Pop Up [16] and Relate to Opportunity or Case [17]. Press Save [18] when you’re done.
There are other features present in this section that you can use. If you’d like to know more about how to configure these features, you can find them on the Talkdesk for Salesforce section of the Knowledge Base.
Note: If you'd like to synchronize deleted contacts and make sure contacts are deleted in Talkdesk when deleted from Salesforce, please make sure to follow these separate instructions.
Step 3: Review Automations
The next step of the configuration process is to review the list of automations currently configured for your call center [19]. On this page, you can enable or disable all available automations.
By default, Talkdesk includes 7 predefined automations with the installation package, but you may see more if your call center administrator has already set up additional automations.
We recommend enabling the automations “When an inbound/outbound disposition is set, log call.”
Although the Talkdesk Activity object will log all calls (including missed, abandoned calls, etc.), enabling these automations allows you to leverage the standard Salesforce Activity and Call Logging functionality. This ensures that agents can see interaction history on calls when looking at a contact/lead/case in Salesforce.
Step 4: Add Talkdesk Users
Important Note: Talkdesk will use the email to sync the agents; please ensure you have only one user per email. If multiple users are created under the same email (even if deactivated) the system may not sync to the correct Salesforce agent.
To create users in Talkdesk, follow these steps:
- Check the boxes next to the users you want to create in Talkdesk and hit the Create Talkdesk User button [20].
- In the pop-up window that appears, select the Role [21] you wish to assign to your users in Talkdesk.
- Press the Create Talkdesk User button.
- Switch to the Subscription App [22].
- Next to the Talkdesk for Salesforce Add-On, click on “Manage Seats” [23].
- Select the new users to whom you want to assign a license and click Save [24].
- Click Confirm to save changes.
- Click Save to advance in the configuration flow.
Learn more about Talkdesk User Management within Salesforce here.
You can return to this page in Talkdesk Admin at any time, to add additional users or change permission sets for existing users.
Note: You can create users in Talkdesk from Salesforce; however, the opposite is not true. Please make sure to always add new users who will be using Salesforce directly in Salesforce, and not in Talkdesk first.
Step 5: Finish
Hit Finish [25], and you’re done! You can visit these pages at any time to change your settings.
Step 6: Click-to-Call and Other Settings
Click-to-Call in Salesforce
The Talkdesk Click-to-Call Extension cannot be used within the same domain of Talkdesk’s connector. This means that it cannot be used in Salesforce as it will conflict with the connector and cause it to disconnect. Agents might have the Talkdesk Click-to-Call Extension installed; for it not to interfere with the Click-to-Call in Salesforce, please make sure they follow the instructions in the “Click-to-Call Extension” section of this troubleshooting article: “Please log in Salesforce Connector”.
Learn how to enable click-to-call for Cases in Salesforce.
Note: To be properly fetched and hyperlinked for use with Talkdesk Click-to-Call, phone numbers in Salesforce must be specified either in international, national formatting, or in the standard E.164 format, i.e., the plus sign (+), country code, area code, and number. If you need to provide a number in local national format, you should also specify the country as an optional parameter.