Salesforce CRM Integration for TrioPBX
Give reps the context they need at the moment it matters. Auto-log calls, pop the right record, and dial from Salesforce—no copy-paste or missed notes.
What You Get with TrioPBX + Salesforce
Purpose-built for sales and service teams that live in Salesforce and need complete, accurate call history.
Automatic Call Logging
Create Activities for inbound/outbound with time, duration, direction, agent, and (optional) recording link.
Screen Pops & Matching
Open the right Lead/Contact/Account/Case when a call connects. Auto-create Lead for first-time callers (optional).
Click-to-Dial
Dial from Salesforce records and auto-attach the call activity to the correct owner and object.
Notes, Outcomes & Tasks
Push wrap-up notes, dispositions, and follow-up tasks so nothing slips through the cracks.
Recording Links (Optional)
Attach a secure TrioPBX recording URL to the Activity when policy allows.
Security & Governance
Role-based access, audit trails, least-privilege scopes, and data minimization practices.
Works seamlessly with TrioPBX:
Setup Guide (30–60 minutes)
Authenticate Salesforce, map fields, enable click-to-dial, and test logging/screen pop. No custom code needed for the default flow.
1) Prerequisites in Salesforce
- Salesforce edition with CTI/telephony capabilities (Enterprise or higher recommended)
- Admin permissions to install and configure telephony settings
- Users mapped to TrioPBX agents
2) Connect Salesforce in TrioPBX
- Go to Admin → Integrations → Salesforce
- Authenticate via OAuth and select your org
- Choose objects to match (Leads, Contacts, Accounts, Cases)
3) Map Fields & Logging Rules
- Set caller-ID match order (Lead → Contact → Account → Case)
- Enable auto-create Lead for unknown numbers (optional)
- Turn on recording URL push (optional, policy-aware)
4) Enable Click-to-Dial + Screen Pop
- Activate click-to-dial within Salesforce telephony/CTI settings
- Install any helper/softphone prompt if requested
- Place a test call and verify Activity logging + screen pop
How to auto-create contacts from first-time callers
Capture more leads by creating CRM contacts automatically when a new caller reaches your team. If this option isn’t visible in your dashboard, it’s available as a Premium custom integration. See Premium or request an integration.
- Detect first-time callers. TrioPBX checks recent call logs for the incoming number. If no match is found, we mark it as “new”.
- Choose the trigger. Inbound answered, missed, or voicemail-left. (You can add outbound as well.)
- Map fields. Phone → CRM Phone; Caller ID/Name → CRM Name; Source → “TrioPBX”, plus optional tags like “First-time caller”.
- Create the record in your CRM. We call your CRM’s “Create Contact/Lead” endpoint, then store the CRM record ID in call notes.
- Log the call to the new record. Add a call activity with direction, outcome (answered/missed/voicemail), duration, and recording/voicemail link (if available).
- Test & refine. Place a test call, verify the new record, and adjust field mappings or tags.
Zoho CRM
- Object: Contacts
- Dedupe by: Phone
- Optional: Convert to Lead if Sales-owned
HubSpot
- Object: contacts
- Properties:
phone,hs_lead_status - Activity: Call engagement
Salesforce
- Object: Contact (or Lead)
- Phone normalization: E.164
- Activity: Task/Call Log
How to auto-assign follow-ups to owners after missed calls
Turn every missed call into a tracked task automatically. If you don’t see this option in your plan, it’s delivered via our Premium custom integration. Compare plans or request an integration.
- Detect missed calls. Trigger on dispositions like “NO ANSWER”, “ABANDONED”, or “VOICEMAIL LEFT”.
- Identify the owner. Match caller to an existing CRM record; use record owner or apply round-robin if unassigned.
- Create a follow-up task. Set due date (e.g., +1 business day), priority, and task type (Call/Follow-up).
- Attach call context. Include caller number, queue/IVR, disposition, and links to recording/voicemail.
- Notify the assignee. Optional email/Slack alert so nothing slips through.
- Measure outcomes. Report on tasks completed within SLA, callbacks connected, and conversions.
Zoho CRM
- Task Module: Calls or Tasks
- Owner: Contact Owner
- Optional: Workflow escalation
HubSpot
- Action: Create Task
- Assign:
hubspot_owner_id - Record: associate to contact/company
Salesforce
- Object: Task (Type: Call)
- WhoId/WhatId associations
- Optional: Case auto-creation
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