This integration lets you automatically upload call data from 800.com to Salesforce as Contacts, Leads, and Activities. A new Contact or Lead is created for each unique caller, or if one already exists, a new Activity is added with a link to the call timeline.

Ensure your Salesforce account has permission to create and manage Contacts, Leads, and Activities. After authentication, you can configure how call data syncs to Salesforce.

Before Getting Started

Before you begin the integration, you will need to confirm you have:

• An active 800.com account with admin access.
• A Salesforce account (Professional, Enterprise, or Developer edition).
• A Salesforce admin permissions to create connected apps and manage API access.
• An understanding of Salesforce objects (Leads, Contacts and Activities).

Enabling Salesforce

In the app, select Settings > Integrations. You will be taken to the Integrations Library.

• For Organizations, go to Organization > Global Settings > Integrations.

Click the Salesforce icon.

Review the overview page. Click Sign In with Salesforce to begin the OAuth process.

Enter your Salesforce credentials and click Log In.

• Username: Your Salesforce username (usually an email address).
• Password: Your Salesforce password.

Salesforce will display a comprehensive permission request screen prompting you to allow access.

Review the extensive list of requested permissions > click Allow to grant the necessary permissions for the integration. Otherwise, click Deny to not proceed.

Once connected, you will be taken to the Integrations Setup page.

Integration Setup

Sync Configuration

In the Sync Configuration section:

• Select the Contact or Lead radio button if you want it to create a new Contact or new Lead for each call if the contact or lead does not already exist.
• Select Activity under Select Call Information as to log calls as Salesforce activities.
• Select the desired Sync Timing, whether you want the call data to be uploaded to Salesforce at the End of Call or Start of Call. The End of Call is recommended as it will include the call duration, and other post-call data.

Call Filtering

In the Call Filtering Options section:

• If you want all calls to be uploaded, set the Call Duration Threshold (seconds) field to 0; otherwise, enter the desired duration threshold in seconds to only upload calls that were longer than the entered threshold.
• You can limit the upload of calls to specific receiving numbers, if desired, by entering the phone numbers in the Restrict by Receiving Number field.

Data Upload Options

In the Data Upload Options section:

• Select Upload Enhanced Caller ID Information if you want to send enhanced caller ID information to Salesforce. Note: You must have Enhanced Caller ID enabled.
• Select Upload UTM Parameters if you want UTM parameters to be uploaded.
• Select Upload Contact Information, if you want contact information to be uploaded.

Additional Options

In the Additional Options section:

• Select Only create a Lead if no matching Contact found to prevent duplicate records.
• Select Only upload calls with known caller IDs to filter out anonymous calls.
• Select Call Recordings in Activities to attach call recordings to Salesforce activities.

Once you have set your configuration, click the Activate Integration button. 

• This will save your configuration settings and start uploading call data to Salesforce, based on your configuration.

Once activated, a summary page of your settings will display.

Verifying Data Synchronization

After activation, 800.com will begin synchronizing call data to Salesforce. New contacts will be created based on your configuration:

Contact Creation

If configured to create Contacts, you should see new contact records with contact information.

• Go to your Salesforce account and go to your Contacts to verify that 800.com contacts have been synchronized.
• You should see contacts with:
  • Name: Contact’s full name from call data
  • Phone: Primary phone number from the call
  • Email: Email address if available
  • Company: Company name if identified
  • Lead Source: Set to “800.com” or custom value
  • Created Date: When the contact was first created
  • Last Activity: Most recent call interaction
  • Custom Fields: Any mapped custom fields from 800.com

Lead Creation

If configured to create Leads, you should see new lead records with call information:

• Go to your Salesforce account and go to your Leads to verify that leads have been created.
• You should see leads with:
  • Name: Lead’s full name
  • Phone: Contact phone number
  • Email: Email address if available
  • Company: Company name
  • Lead Source: “800.com”
  • Status: “New” or configured default status
  • Lead Score: Based on call frequency/duration if configured
  • Created Date: When the lead was first created
  • Conversion Status: Unqualified/Qualified based on call outcomes

Activity Logging

If configured to sync call information to activities, you should see new activities with call information.

• Go to your Salesforce account and go to your Contacts or Leads and select Activities to verify that activities have been created.
• You should see activities with:
  • Subject: “Call with [Contact Name]” or “Inbound/Outbound Call”
  • Type: “Call”
  • Status: “Completed”
  • Priority: “Normal” or based on call outcome
  • Due Date: Call date and time
  • Duration: Call length in minutes and seconds
  • Description: Detailed call information including:
    • Caller ID: Phone number and name
    • Call Direction: Inbound or Outbound
    • Call Duration: Exact time length
    • Call Outcome: Result or disposition
    • Recording URL: Link to call recording (if enabled)
    • Enhanced Caller ID: Company, location, carrier information
    • UTM Parameters: Marketing attribution data
    • Custom Fields: Additional 800.com data
    • Related To: Linked Contact, Lead, or Account
    • Assigned To: Sales rep or default user

Checking the Salesforce Integration Status

In the app, select Settings > Integrations.

• For Organizations, go to Organization > Global Settings > Integrations.

Locate the Salesforce Integration icon in the Integrations Library. You will see one of the following statuses:

• No banner – Integration is not enabled.
• Active – Integration is currently active.
• Failed – There is an issue with the connection. Check your Salesforce access.

Deleting the Salesforce Integration

In the app, select Settings > Integrations. Click the Manage tab.

• For Organizations, go to Organization > Global Settings > Integrations.

Locate the Salesforce Integration, click the vertical ellipsis > select Delete or click on the Salesforce integration icon to access the configuration page > click Deactivate Integration.

Confirm removal by selecting Delete again.

Need help?

Our support team is available to assist with setup, integrations, or troubleshooting. Reach out to us at support@800.com.