Salesforce

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Overview

OpenPhone’s Salesforce integration connects your communications with your CRM, automatically syncing contact details and logging all call and message activities. Streamline your sales process with seamless data flow between OpenPhone and Salesforce.

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Prerequisites

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Salesforce requirements

API access required:

• Included: Enterprise, Unlimited, Performance, Developer editions
• Available as add-on: Professional edition
• Not available: Group and Essentials editions

Permissions needed:

• Salesforce admin permissions for setup
• OpenPhone workspace Owner or Admin role

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OpenPhone requirements

Plan required:

• Business plan subscription

Permissions needed:

• Workspace Owner or Admin role
• Phone numbers configured for integration

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How the integration works

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Contact syncing

Automatic contact display:
When Salesforce contacts call or you dial them, their details automatically appear in OpenPhone. Synced fields:

• First Name and Last Name
• Phone and Email
• Mobile Phone (if available)
• Company and Job Title (if available)
• Contact/Lead Owner (if available)
• Direct link to Salesforce record

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Activity logging

Automatic call logging:
All OpenPhone calls automatically log to Salesforce with detailed information. Call activity details:

Call Direction	Subject Line	Description Content
Inbound	{Inbox Name} {Phone Number} - Incoming Call	{Call Status}, Call duration: {time}, Answered by {Username}, {call summary}, Recording URL, View conversation link
Outbound	{Inbox Name} {Phone Number} - Outgoing Call	Call duration: {time}, Initiated by {Username}, {call summary}, Recording URL, View conversation link

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Sona integration

AI agent call logging:
Calls handled by Sona automatically sync with subject “Handled by Sona”.

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Message logging

Text conversation tracking:
Text messages automatically log to Salesforce with intelligent grouping:

• Messages grouped by conversation within one-hour windows
• Complete text exchange history
• Contact attribution and timing
• Integration with Salesforce communication history

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Setting up Salesforce integration

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Connection process

To connect OpenPhone to Salesforce:

1. Open OpenPhone web or desktop app
2. Navigate to Settings → Integrations
3. Select Salesforce and click Connect to Salesforce
4. Log into your Salesforce account
5. Authorize the connection
6. Configure logging preferences

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Configuration options

Activity logging settings:

• Choose to log calls for all numbers or specific inboxes
• Enable/disable message logging
• Configure call recording and summary sync
• Set up Sona integration if applicable

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Features and capabilities

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Call recordings and summaries

Enhanced logging:

• Call recording URLs included in activities
• Recording duration tracked
• AI-generated call summaries synced
• Complete conversation context preserved

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Lead and opportunity management

Sales workflow integration:

• New leads automatically tracked
• Call history attached to opportunities
• Contact interaction timeline maintained
• Sales activity reporting enhanced

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Team collaboration

Shared visibility:

• All team calls logged consistently
• Contact interaction history shared
• Activity attribution by team member
• Comprehensive communication audit trail

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Best practices

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Setup optimization

Effective configuration:

• Enable logging for sales and support numbers
• Configure appropriate Salesforce permissions
• Train team on integrated workflow
• Regular review of logged activities

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Data management

Maintaining quality:

• Keep Salesforce contact information current
• Ensure phone number matching accuracy
• Regular cleanup of duplicate records
• Monitor integration performance

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Workflow integration

Daily usage:

• Use Salesforce for lead planning and research
• Leverage OpenPhone for communication execution
• Review call summaries for follow-up planning
• Coordinate with other Salesforce automation

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Troubleshooting

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Common setup issues

API access problems:

• Verify Salesforce edition includes API access
• Check admin permissions in both platforms
• Confirm integration is properly authorized
• Test with sample calls and messages

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Data sync issues

Contact matching:

• Ensure phone numbers match exactly in Salesforce
• Check for duplicate contact records
• Verify contact permissions and visibility
• Review field mapping configuration

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Performance optimization

Maintaining efficiency:

• Monitor API usage limits
• Regular review of logged activities
• Cleanup of unnecessary logged items
• Optimization of logging preferences