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Enabling and Configuring Salesforce Relate To
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Salesforce “Relate To” allows agents to relate calls to Salesforce custom and standard objects. This article explains how to enable the “Relate To” feature in the Salesforce managed package, how to reveal it to your agents, and the available configurations. 

 To enable this feature, follow the three steps outlined in this article:

  1. Enabling “Relate to”
  2. Configuring "Relate to" settings
  3. Configuring "Relate to" for custom objects
  4. Configuring "Relate to" dismissal
  5. Configuring the "Relate to" pending records
  6. Adding the "Relate to" widget

 

Notes:

  • The “Enable Relate To for Salesforce” setting is available from version 3.12 onwards 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.
  • The “Relate To” advanced options (i.e., hiding the dismissal button and enabling the pending records list) are available from version 3.20 onwards of the Talkdesk for Salesforce managed package.
  • The Relate To for custom objects configuration is available from version 4.2 onwards.

  

Enabling "Relate To"

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

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  1. Locate “Enable Relate To for Salesforce” and switch the toggle button to “Enabled” [3]. 
  2. Click Save [4].

 

Configuring "Relate to" Settings

Once the “Relate To” toggle is enabled, a new ”Relate To” tab will become available in Settings. Go to that tab to finish configuring the ”Relate To” functionality. 

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Here, the following settings are available to be configured:

 

 

“Relate to” objects

 

Defines through which objects you can select 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. Depending on the option you choose, the records that will be available to relate will change:
    • Accounts: will show only the cases/opportunities related with an account that has the phone number.
    • Contacts: will show only the cases related with a contact that has the phone number.
    • Accounts and Contacts: will show all of the above, plus cases related with contacts that are part of the same account as the contact that has the phone number.
  • To enable Relate to for custom objects, check here.

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 on display, 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 will not be logged automatically.

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

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 will not be automatically related.

"Relate To" on call start

Defines whether the Relate To will appear at the start or at the end of a call. If enabled, two automations to create a Talkdesk Activity when the call starts will be created (1 API call extra per call).

  • Enabled: The "relate to" will appear at the start of the call.
  • Disabled: The "relate to" will appear at the end of the call.

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 their 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.

Some additional settings can also be configured in this page, as described below.

 

Configuring “Relate to” for custom objects

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To enable ‘relate to’ for custom objects, click the button Add custom object [1].

 

Notes: 

  • Before starting this process, you should create a junction object that links the custom object you want to use with the Talkdesk Activity object. The relationships need to be of the Master-Detail type.
  • Also, make sure that both the custom object and the junction object have the option ‘Allow Search’ selected (this option is available when creating or editing a custom object).
  • The custom object will only be available for selection if it has at least one phone field.

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Then, you should fill out these 3 fields for each custom object you want to be used in the Relate To feature:

  1. First, choose the custom object you want to use to relate calls to [2].
  2. In the second field, select a field from that custom object [3] to be displayed as the identifier of the record in the Relate To widget. 
  3. Finally, select the junction object you created to link this custom object you selected with the Talkdesk activity object [4].
  4. Repeat this process for each of the custom objects you want to be available for the Relate To functionality, up to a limit of 3 custom objects.
  5. When finished, click Save at the end of the page.

 

Configuring “Disable Relate To dismissal”

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  • The “Disable Relate to dismissal” toggle controls whether the Dismiss button shows up on the “Relate To” widget.

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  • If you disable the “Disable Relate to dismissal” setting, the Dismiss button will always show up, and the agent will be able to dismiss unrelated calls.

If you enable the “Disable Relate to dismissal” setting, the Dismiss button will never show up, and any unrelated calls will need to be related to a standard object. Since it’s not possible to dismiss a relation in this case, if the call is not related to any object, it will be added to a “Pending Relate To’s” list, and the relation can be revisited later on.

 

Configuring the “Relate to pending records”

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  • The “Relate To pending records” toggle gives agents the ability to relate previously unrelated calls to standard objects.

Note: In order to be able to see and resolve unrelated call records, the “Relate To pending records” toggle must be enabled.

 

Adding the "Relate to" widget

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

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  1. 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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  1. Navigate to Utility Items [4] and click Add Utility Item [5].
  2. Select RelateToLayout [6].
  3. Check "Start automatically" [7].
  4. Click Save once complete.
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