Nimbata’s Salesforce integration automatically sends call data to Salesforce, so you can capture caller details and track which marketing sources drive phone leads. When a caller is not in Salesforce yet, Nimbata creates the records you choose, such as a Lead and an Event. When the caller already exists, it updates the fields you map. A workflow decides which calls are sent.

Before you start

Permissions
Salesforce, under Integrations, in your Nimbata role
  • A Salesforce account you can sign in to, in the environment (production or sandbox) you want calls in.
  • The Nimbata project whose calls you want to send: the integration is set up per project.

Connect Salesforce

  1. 1Open the Salesforce integration

    Go to Integrations and click Go to integration on the Salesforce tile (1), or go straight to Integrations > Salesforce.

    Integrations

    Salesforce
    Sync your call activity automatically and view all information directly within the CRM.
    Open the Salesforce tile (1).

  2. 1Connect your Salesforce account

    • Click Connect (1).
    • Sign in with your Salesforce credentials.
    • A confirmation message appears once connected, and the page shows whether you are on the Production Environment or a Sandbox Environment. To change it, disconnect from Salesforce first.

    Salesforce

    Sync your call activity automatically and view all information directly within the CRM.

    Connect1
    Salesforce Settings 1

    Caller not found

    0 actions configured

    Caller found

    0 actions configured

    Click Connect (1) and sign in to Salesforce.

Configure Salesforce

Each setup, such as Salesforce Settings 1, has two sections: Caller not found, what Nimbata creates when the caller is not in Salesforce, and Caller found, what it updates when they are. To send different calls to Salesforce in different ways, click Set up Salesforce to add another setup; each workflow picks the setup it sends.

  1. Map your fields

    • Nimbata loads all objects and fields from your Salesforce account.
    • For each scenario, new caller (Caller not found) and existing caller (Caller found), choose which Salesforce object to create or update. Click + Add object to add another.
    • Map the Nimbata fields to the corresponding Salesforce fields, or click Use Default Config to fill in the recommended mapping.

    Caller not found

    Choose what to create when the caller is not already in Salesforce.

    Create
    Lead✕
    Company
    Nimbata✕✕
    Last Name
    Lead✕✕
    Lead Source
    nConfigured Tracking Source✕✕
    Phone
    nCaller ID✕✕
    Status
    Open - Not Contacted✕✕
    Create
    Event✕
    Description
    Tracking Number:✕nTracking Number Friendly Name✕✕
    Add objectUse Default Config
    Caller not found: a new Lead with its fields mapped, then an Event.

  2. 1Choose how existing callers are matched

    In the Caller found section, answer the two matching questions first:

    1. Which entity to enrich (1), when the Caller ID is found in more than one object: Contact, Lead, Account or All.
    2. How to handle duplicates (2), when the same Caller ID is found more than once in one object: Handle first, Handle all or Ignore all.

    Then use the Update tab to choose the fields to update on the matched record.

    Caller found

    Choose what to update when the caller already exists in Salesforce.

    If a Caller ID is found in multiple objects, which entity should be enriched?

    ContactLeadAccountAll
    1

    When the same Caller ID is found multiple times within the same object, how would you like our app to handle the call event?

    Handle firstHandle allIgnore all
    2
    Add objectUse Default Config
    Choose the entity to enrich (1) and how to handle duplicates (2).

Test the integration

  1. Send a test event

    • Click Send Test and Save, fill in the test data fields, and click Send event. Include a Caller ID: if it is already in Salesforce, Nimbata runs your Caller found actions, otherwise your Caller not found actions.
    • Check your Salesforce account to confirm the record was created or updated as expected.

  2. Save the setup

    Click Save.

Send calls with a workflow

Nimbata sends a call to Salesforce when a workflow with a Salesforce action runs for it. A workflow that runs when a call ends, with no filter, sends every call, and its filters (for example call outcome or tracking number) narrow it down.

  1. Create a workflow

    Go to Workflows, click Create and choose From Scratch. Keep the Inbound Call trigger with Call Ends, and add any filters you need.

  2. 1Add the Salesforce action

    Click the + plus sign, select Perform action, and choose Salesforce under Integrations. Pick your setup under Select configuration (1), then click OK.

    Pick the Salesforce setup to send (1), then click OK.

  3. 1Enable the workflow

    Click Enable (1).

    Salesforce callsWorkflow is valid.
    Enable1
    Trigger Enrollment
    Inbound CallOutbound CallForm SubmissionSMS Received
    A customer calls your tracking number
    Fires whenCall StartsCall EndsUser Updates Property
    Action group1
    SalesforceSalesforce Settings 1✕
    Add another action
    Finish
    The workflow sends every inbound call to Salesforce when it ends. Click Enable (1).

Detailed guide: Create a workflow

Check it worked

The Salesforce page now shows the workflow that uses the integration. Place a test call to one of your tracking numbers: once it ends, the record appears in Salesforce.

Salesforce

sam@harborpine.example

Sync your call activity automatically and view all information directly within the CRM.

Used in 1 workflow

Events are sent when an inbound call ends.

Manage workflows+ Create
Salesforce Settings 12 actions configuredSalesforce calls
The page shows Used in 1 workflow, and the setup lists the workflow that sends it.

🎉 Done! Nimbata sends call data to Salesforce after every call that matches your configuration.

Troubleshooting

The Salesforce tile says Disconnected

Nimbata has lost its connection to Salesforce. Your Salesforce settings are saved, but nothing is sent until you reconnect: open the integration and click Reconnect in the red Disconnected. banner.

Integrations

SalesforceDisconnected
Sync your call activity automatically and view all information directly within the CRM.
A disconnected integration shows a red Disconnected badge on its tile.

Records go to the wrong Salesforce environment

The environment button at the top of the page shows Production Environment or Sandbox Environment. It cannot be changed while connected: disconnect from Salesforce in the page’s three-dot menu, then connect again and sign in to the other environment.

Send Test and Save is greyed out

  • Connect Salesforce first: the button stays off until the integration is connected.
  • Map at least one field under Caller not found or Caller found.
  • If the test answers “Please provide a valid caller id”, fill in the Caller ID box in the test panel.

Calls are not reaching Salesforce

  • Check that a workflow with a Salesforce action is enabled, and that its filters let the call through.
  • Check that the workflow’s Salesforce action uses the setup you configured, under Select configuration.
  • Check that the Salesforce tile does not say Disconnected.
  • Send a test from Send Test and Save to see the error Salesforce returns.