How to Use Zoom Phone in Salesforce

From the phone widget, you can seamlessly place a call using the Zoom phone app contained within Salesforce. Both Lightning and Classic versions are compatible with this integration.

Prerequisites for using Zoom Phone in Salesforce

  • With a Zoom Phone plan, you can make calls by using your Zoom account
  • as well as the Zoom for Salesforce app
    Note: It is your responsibility to contact your Zoom and Salesforce administrators if the app is not installed.
  • SMS:
    • Version 3.21 and above of the Zoom for Salesforce app is required.
    • SMS enabled by Zoom admin

How to access the Zoom Phone widget in your Salesforce app

  1. Access your Zoom client by signing in.
  2. You will need to create a Salesforce account to do this.
  3. You will need to find the Salesforce application that may have been associated with the Zoom Phone widget.
    Note: If you’re unable to find the Salesforce application where the Zoom Phone widget was uploaded, please contact your Salesforce admin.
  4. To access the Zoom Phone widget, click the Zoom Phone widget at the bottom left side of the Salesforce app.
  5. After that, you will be prompted to sign in.
    Note: Please contact your Salesforce administrator if you encounter any errors while signing in.
  6. Please click the Authorize button on the You are about to add Salesforce page.

How access use the Zoom Phone widget in Salesforce

Dial a phone number

  1. In your Salesforce app, you can access the Zoom Phone widget.
  2. Click the Phone widget Phone in the bottom left corner of the Salesforce app to access the Zoom Phone widget.
  3. Choose the Keypad tab on the phone dial pad, then select or hide your caller ID based on your choice.
  4. Enter the name of the person you would like to call or hit the number keys in the Search By Name field, then click the phone icon .
  5. It is possible to directly call a person by clicking the Phone number from the Contacts tab of your Salesforce app, then you can identify the person to call and click the number under Phone to do so.
  6. When asking ‘Do you want Salesforce to manage your call control actions on your behalf?’, click OK.
    Note: There is a pop-up window which will appear if you are in the middle of a meeting asking you to click on Continue if you would like to continue the meeting.
  7. If you would like to record the call, you may click the Record button on the phone dial pad.
  8. Upon clicking the End button, the call will end.
  9. The History tab will automatically open after you end the call, allowing you to enter any comments you wish to associate with the conversation. The call log can be saved by clicking Close, or it can be deleted by clicking Delete.

Receive phone calls

The following steps need to be followed in order for SalesForce to receive inbound calls:

  1. Please make sure that your Salesforce app is connected to the Zoom Phone widget in order to use it.
  2. To accept the call, you are required to click on the dial pad.
  3. To decline the call, you should click Decline.
  4. If you are in a meeting, please select this option.
    • By clicking End Meeting & Accept, you will be able to end the meeting and accept the call.
    • If you wish to send the call to voicemail, click Send to Voicemail.
    • If you choose to accept the call and not end the meeting, you will be able to click Hold Meeting audio and Answer.
  5. If you choose to end the meeting, you will need to click End.
    Note:When the incoming call comes in, the History tab will automatically open for you to make notes on it.

How to manage voicemails and recordings

Record calls

  1. Clicking Record on the phone dial pad while you are on a phone call will enable you to record the conversation.
  2. You can end the recording by clicking Stop Recording.
    Note: The administrator may have set the call to automatically record, in which case, you won’t be able to start or stop the recording manually.

Access voicemails and recordings

On the Tasks page of the system, you’ll find voicemail and recordings attached to call logs. You can access any voicemail or recordings that are saved to your Zoom cloud account. It is not possible for you to access and play the voicemail recordings in Salesforce when you delete the voicemail recordings in the Zoom client.

The following instructions will explain how to access your voicemails or recordings in Salesforce:

  1. Choose the Tasks tab from the left-hand side of your Salesforce account.
  2. Then click the call recording or voicemail you would like to access, and you will be able to access it.
  3. When in the Details tab, click ZoomCellLogDetails at the far right of Voice Mail or Recording and click the volume icon.
    Note:

    • Your Zoom admin will not be able to show you a transcription for your voicemail if your account hasn’t been enabled for voicemail transcription in Zoom.
    • If there are voicemails or recordings in your Salesforce account, they can’t be deleted. Those items will have to be deleted from your Zoom account instead. This will allow you to access recordings and voicemails from your Zoom account. Follow these steps to access them.

How to use SMS

Notes:

  • When you have been assigned this privilege by your Salesforce administrator, you may use the SMS feature in the Zoom Phone app to send and receive a text message (SMS) to and from contacts. Should this feature not be available to you, please contact your Zoom administrator.
  • Zoom offers free group video conferencing but it requires you to refresh your browser page every time you make changes to your account, such as assigning or removing a direct number.
  • If enabled, Phone-Auto Save SMS can automatically save each message you send to a specific phone number in Salesforce as a task. Once a match is found, the task is associated with a contact or lead in Salesforce. SMS messages cannot be saved by hand if this setting is disabled. For more information about enabling/disabling this feature, please contact your Salesforce account administrator.

Send a text message to a phone number or contact/lead

  1. In your Salesforce app, you can access the Zoom Phone widget.
  2. Click on the SMS tab at the top of the phone dial pad.
  3. You can now start writing your new message by clicking the pencil icon.
  4. If you are sending a text message to a contact, then you will need to enter the contact’s/lead’s phone number in the To box.
  5. Click on the Text box, and type your message.
  6. Next, click on the send icon, and the message will be sent.

Notes:

  • There is a possibility that you might have more than one direct number, if so, you will be able to choose one number to send SMS from.
  • The SMS can be sent to a number of recipients at the same time.
  • The message can be sent to an existing thread of messages.
  • While you are able to receive images in your SMS messages, pictures cannot be sent via SMS.

Read a text message

  1. In the Salesforce app, you can access the Zoom Phone widget.
  2. You can access the SMS tab by selecting the dial pad on the left.
  3. You can read any SMS message by clicking on it.
  4. The option to open the task in Salesforce for more details can be selected by clicking the information icon. As an example, you will be able to see the SMS thread in the Comments field with a timestamp for that date.

Note:

  • The images can be sent to you as SMS messages. Images from the supplied phone widget are visible in the widget that displays the task, however, if images are included in the Comments field of the associated SMS task, they appear as [Image] tags.

How to manage phone call logs

You have the option of having the app save your call logs automatically in Salesforce (if it is enabled), and you can disallow the feature if you wish to save them manually.

Automatically save phone call logs

From the Phone widget Phone you can: If your app automatically saves the call log, after you end a call, from the Phone widget  Phone you can:

  1. When the call log record has been saved in Salesforce, click Close to save it.
  2. If you would like to remove the record, click Delete to do so.
  3. Click the Tasks tab to view the records of the calls that you have made.

Manually save phone call logs

Your call logs are not automatically saved in Salesforce by the app. You can choose to save each call log individually or save them all. You can choose to save each call log individually or save them all.

  1. To save the call record, click Save to save it.
  2. The last option, Save and Close All, allows you to record multiple calls from the same caller at once.
  3. If you do not wish to save the recording for the particular call, you should click Close.

How to log calls taken from the Zoom client only into Salesforce

If you are logged in to Salesforce, then all calls will be logged, regardless of whether or not you are signed in or not. You can still access all the calls you’ve logged, regardless of whether you’re making Zoom calls from your phone or your client.

  1. Log in to your Salesforce account by using your Salesforce username and password.
  2. Identify which application in Salesforce has been assigned the Zoom Phone widget.
    Note: In case you are unable to locate the Salesforce application which has the Zoom Phone widget assigned to it, you can contact your Salesforce admin.
  3. You can then choose External Zoom Call Logs from the drop down menu.
  4. If you would like to perform a search for your call logs, you can expand the calendar by clicking within the StartDate box.
  5. Click the Search button after you have selected a date range.
    Note: There is a maximum of 3 days for which you can display the call history.
  6. Alternatively, you can save your call logs using the Save to Salesforce button (optional).
    Note:You will be automatically selected to save all your call logs.
  7. The last option is to click Dismiss for the desired call logs if you do not want the call logs to be saved to Salesforce.
    Note: It is important to remember that dismissing a record will only delete the details of the date and time the call was made or received. The call logs will no longer appear in search results, but they can still be viewed via Zoom.
  8. Alternatively, you can visit the Tasks tab to view the saved logs.

Update call log information

If a number cannot be associated with any call records within Salesforce, the application will display an empty Contact/Lead box when the phone number cannot be associated with any call records.

For the purpose of creating a new lead or contact associated with the phone number:

  1. To save the call log, click Close after you have ended your phone call.
  2. Then, select Tasks from the left-hand side.
    A list of all the calls you have made will appear. Under the Details tab you will find contact names and leads related to every phone number that you have called.
  3. From your call logs, you can select the phone number you wish to update.
  4. If the name of your caller is incorrect, click the pencil icon to the right of Name in order to update the name.
  5. You can add a contact by selecting New Contact.