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Enabling and Configuring Salesforce Relate To

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Salesforce “Relate to” allows agents to relate calls to standard objects. This article explains how to enable “Relate to” in the managed package, how to reveal it to your agents, and the available configuration. 

 

Notes:

  • This setting is available on versions 3.12 and later of the Talkdesk for Salesforce managed package.
  • This setting will consume one PushTopic.
  • Your organization must have a custom domain to reveal the Relate To widget on Lightning apps. Specifically, it requires the “RelateToLayout” Utility Item, which is available only to accounts with custom domains.

  

Enabling "Relate to"

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1. Navigate to Talkdesk Admin [1] > Settings [2].


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2. Locate “Enable Relate To for Salesforce” and switch the toggle button to “Enabled” [3]

3. Click Save [4].



Revealing the Widget in Lightning Apps

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1. Navigate to Lightning Setup [1] > App Manager [2].


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2. Locate the app in which you want to enable Salesforce “Relate to” and click Edit [3]. We’ll use “Sales Console” for this example.

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3. Navigate to Utility Items [4] and click Add Utility Item [5].

4. Select RelateToLayout [6].

5. Check "Start automatically" [7].

6. Click Save once complete.

"Relate to" Settings

Once “Relate to” is enabled, you’ll see its corresponding tab within Talkdesk Admin. There, the following settings are available to be configured:

 

 

“Relate to” Objects

 

Defines which objects can be selected for "Relate to" a call.

  • Available. Lists all available objects for “Relate to”.
  • Selected. Lists all objects currently enabled for “Relate to”.
  • Relate to opportunity/case through. Defines which objects can relate to opportunities and cases, respectively.

Select field to display

Defines the field that is the value shown on the “Relate to” widget for each record type. The default pre-configured fields are the following:

  • Account: Name.
  • Case: Subject.
  • Contact: Name.
  • Lead: Name.
  • Opportunity: Name.

To change the fields that are displayed, there is a drop-down for each enabled object on the “Relate to” configuration. The drop-down values contain all the object fields of the following types: Text, Picklist, and Address.

In case any relatable record has an empty value for the selected field to display, the default field will be shown on the widget.

Widget Interaction

Defines how the “Relate to” widget will appear, either as a pop-up or with a notification in the utility bar.

  • Pop-up. Allows the widget to open automatically each time the execution of the feature is carried out. 
  • Notification. Allows the widget to display a notification badge in the utility bar. 

Relationship Cardinality

Defines whether agents can relate one or more calls per record.

  • Single. Allows agents to relate only one record per call.
  • Multiple. Allows agents to relate multiple records per call.

Last Viewed Records

Defines how far back previously viewed records will be eligible to "Relate to".

  • Nothing. Prevents previously viewed records from being related.
  • Last Viewed Record. Allows the last record you viewed to be related.
  • Extended Last Viewed Records. Allows you to relate up to eight of the last viewed records within three minutes prior to the call start time.

Note: If you choose Nothing, the last viewed records list will not show any record, but you can still relate to the last viewed records by searching them in other parts of the widget.

Log on task

Defines whether calls will be automatically logged as tasks per related record.

  • Enabled. Calls will be logged as tasks on related records automatically.
  • Disabled. Calls undergo no automatic logging.

Note: Salesforce tasks do not relate to Contacts or Leads. Consequently, no task is created when related to Contacts or Leads. 'Related to' field.

Auto-Relate

Defines whether Relate To will automatically relate an object to a call, regardless of any user interaction, if it finds only one possible record to relate based on the phone number.

  • Enabled. Objects are automatically related if they’re the only eligible record.
  • Disabled. Objects undergo no automatic relation.

Show search bar

Defines whether the search bar will appear in the widget. We recommend enabling this feature.

  • Enabled. Reveals the search bar.
  • Disabled. Hides the search bar.

Lead conversion options

Defines whether a corresponding Account, Contact, or Opportunity will automatically adopt related calls when converted from a Lead.

For example, if you convert a Lead while Account and Contact are checked, calls related to the Lead will migrate to its corresponding Account and Contact.

Relate To logs retention period

Defines how long "Relate to" logs will be preserved for troubleshooting and related research by Talkdesk support. The option to Delete all history now is also available.

 

Once "Relate to" is enabled and configured according to your needs, your team can start using Salesforce Relate To.

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