With PhoneBurner’s native Salesforce integration, reps can dial 60-80 contacts per hour and dramatically boost live client interactions. Select contacts in Salesforce and start dialing. When a contact answers live, reps can reply immediately - there’s no awkward pause or telemarketer delay. Leave voicemails, send emails based on call outcome, and more, all in a single click, as the next contact is dialed. Salesforce records are automatically updated.
Use this step-by-step guide to install PhoneBurner for Salesforce.
If you need assistance, please contact support at: (888) 928-7637 support@phoneburner.com
Click the “Get It Now” button on the bottom right.
Follow the prompts to log in to your Salesforce account.
You’ll be presented with an option to install the app into your production system or a sandbox account. If you select the sandbox option, you will need to re-run the installation process for your production.
Agree to the terms and follow the prompts. You may be asked to log in again using your same Salesforce credentials.
Once authenticated again, you’ll be dropped into your Salesforce account on a page that displays the PhoneBurner package. Click the orange “Continue” button.
Salesforce will guide you through the rest of the installation, including asking which accounts you’d like the application installed into. The most common option is “Install for All Users.”
Upon clicking the “install” button Salesforce will install PhoneBurner into your account. It may take several minutes. Once complete, Salesforce will send you a confirmation email, at which time you may proceed to the next step.
Configure
Setup your Salesforce account to work with PhoneBurner
Now that you have a PhoneBurner account and the app is installed, it’s time to configure your Salesforce system. PhoneBurner can be launched from Leads, Contacts, Objects are linked to Leads or Contacts with a Lookup field to Leads or Contacts, or a Custom Objects with their own Customer Record types.
Add PhoneBurner to “Leads” and “Contacts” tabs:
Before you can do a dial-session from Salesforce, you’ll need to add the PhoneBurner button to your “Contacts” and “Leads” tab. To do this, follow these steps:
Click “Setup” from your drop-down menu or from the setup icon.
Add the button to “Contacts” Object
From Classic:
Click Customize -> Contacts -> Search Layouts.
Click Edit on the Contacts List View layout.
Select “Begin PhoneBurner Session” from the list of Available Buttons and click the right arrow button to move it over to the Selected Buttons.
Click Save.
From Lightning:
Navigate to the “Object Manager” tab in setup
Click on the “Contact” object
“Search Layouts” and edit the “default” Profile
Add “Begin PhoneBurner Session” to the list of selected buttons.
Click Save
Check the “List View Button Layout”
Edit the “List View” option From there you need to add “Begin PhoneBurner Session” to the list of selected buttons.
Click Save
Navigate to your “Contacts” tab, Choose a list and click the “Go” button to view your contacts. You will see the button at the top of the grid (if your org has several buttons the new “Begin PhoneBurner Session” button may be hidden in the menu..
Now repeat these steps to add the button to the “Leads”, “Tasks”, “Opportunity”, “Cases”, and “Accounts” Object’s. NOTE: For Opportunities – The standard mapping uses Contact Roles.
Add PhoneBurner to Other tabs:
IMPORTANT: If you plan to add PhoneBurner to a custom object but you want to call Leads or Contacts you will need to make sure the custom object records have a lookup field to those records. To add a Custom Lookup field, see this Salesforce article.
From the PhoneBurner App
Navigate to the “Create Configuration” tab:
Select Object API
Select Field API (This determines if you are calling the records on the custom object or Leads/Contacts related to the records on the custom Object)
Select “Create Mapping”
Migrate to the Object
Add buttons to the Search Layouts (just like we discussed for Contacts and other standard Objects above)
Repeat for every additional tab you wish to add the button to
Updating a Configuration:
You will only need to update a Configuration if you change the lookup field.
Navigate to the “Update Configuration” tab
Select Object API
Select Field API
Select “Update All”
When dialing Records on a Custom Object:
If you have created the option to launch a PhoneBurner dial session to call Records from a custom object those records Must have a phone number listed in one of the fields on that custom object.To ensure that PhoneBurner knows which fields on your custom objects contain number you wish to call follow these instructions:
Log into your PhoneBurner admin account
Click the circle profile icon in the top right section of your back office and select “Integration Settings” from the dropdown.
Next to Salesforce click “Details”
Scroll down to the “Field Mappings” Section and find the “New field mapping” option
Enter the API name for any custom field you have created in Salesforce that contains a phone number you wish to be able to call using PhoneBurner.
Choose one of these field types Home, Work, Mobile or Other
Click "save"
(Optional)Set up “Dial-Session History” and “Voicemail Recordings” tabs in Salesforce
These tabs are optional. The “Dial-Session History” tab displays the user’s past dial sessions. The “Voicemail Recordings” tab allows the user to modify their pre-recorded voicemails from Salesforce, instead of navigating to the PhoneBurner application.
These tabs require 2 data points – each users’ API Key and your User Key. These keys allow Salesforce to communicate with PhoneBurner and get information from each account. They are secure keys and it is safe to provide this information to your Salesforce account. But each user in your organization will need their own PhoneBurner account and will have their own API Key and User Key.
To collect these keys:
Log into the PhoneBurner account of the user you are setting up
Click the circle profile icon in the top right section of your back office and select “Integration Settings” from the dropdown.
Next to Salesforce click “Details” to locate the API key and User key.
In another window, log into Salesforce and open your personal Salesforce settings, and type “Authentication” in the Quick Find box.
Click "Authentication Settings for External Systems”.
Click the New button.
Fill in the following:
External System Definition: Named Credential
Named Credential: PhoneBurner Named Credential (If you don't see "PhoneBurner Named Credential" your Salesforce admin will need to add this to the specific user profile that needs access)
User: Choose the Salesforce user you are creating the Authentication for
Authentication Protocol: Password Authentication
Username: “User Key” value from your PhoneBurner backoffice.
Password: “API Key” value from your PhoneBurner backoffice.
