Using Zoom Phone in Salesforce for Lightning


Your account admin can allow you to use the integration of Zoom Phone with Salesforce and enable different settings on your behalf. You can then sign in to the Zoom client and your Salesforce account to place a call, answer a call, control a call, send and receive SMS, access call recordings and voicemails, and view call history.

This article covers:

Prerequisites for using the Zoom Phone Salesforce integration

How to authorize the integration and log into the Zoom Phone widget

You must authorize the integration to log in to the Zoom Phone widget. You can follow the following instructions.

Complete OAuth to sign in

If you see a message stating, To be able to use Zoom Phone Integration please complete OAuth in Zoom Phone Settings, you won't be able to sign in and the Sign in button will be greyed out on the Zoom Phone widget. Follow these instructions to complete the OAuth process.

  1. While in your Salesforce account, click the Zoom User Config tab.
  2. On the left, click Zoom Phone Settings.
  3. Under Users Authorization, click Authorize from Zoom App Marketplace.
    The page will automatically refresh and the Sign In button will be clickable on the Zoom Phone widget for you to sign in.

Log into the Zoom Phone widget

  1. Sign in to your Salesforce account.
  2. Sign in to your Zoom desktop client.
  3. At the bottom left of the Salesforce app, click the phone icon  .
    The Zoom Phone widget will automatically open.
  4. Click Sign In on the Zoom Phone widget.
  5. On the Zoom web page, enter your Zoom email address and password to log in.
    The Phone widget will display the Keypad interface by default for your use.
    Note: You can identify your Caller ID and device account on that tab.
  6. If you haven’t authorized Zoom to integrate with Salesforce yet do the following:
    • On the integration page, read the terms of the integration, select Allow this app to use my shared access permission, then click Allow.
      The Salesforce authorization page will open.
    • Read the access you are allowing from Zoom to Salesforce, click Allow, then Confirm.
      A successful sign-in page will appear and automatically close within a few seconds. The Phone widget will automatically display the Keypad for your use.

Automatically pop up the Zoom Phone widget

  1. While in your Salesforce account, click the Zoom User Config tab.
  2. On the left, click Zoom Phone Settings.
  3. Under User Settings, select Pop Zoom Phone Widget.
    Note: You can refresh your page or open a new Salesforce page for the feature to take effect.

How to make a call using the Zoom Phone widget

Notes:

  1. From the Zoom Phone widget, select the Keypad tab, then select or hide your caller ID as desired.
  2. In the search box, enter the name of the contact/lead to call or hit the number keys, then click the phone icon.
    After the call is answered, the call log interface will be displayed and you will have the ability to:

How to receive a call using the Zoom Phone widget

When a phone call comes in, the Zoom Phone widget automatically pop-up.

  1. On the phone dial pad, click Accept, then do any of the following if necessary:
  2. Click Decline to end or reject the call.

How to access contacts in the Zoom Phone widget

To search for a contact/lead in the Zoom Phone widget, follow these steps.

  1. From the Zoom Phone widget, select the Keypad tab.
  2. In the search box, enter the name of the contact you are looking for.
    The matching records will display for the contact/lead.
  3. Identify the tag specifying its type.
    This will help you quickly identify which number to use when contacting the contact. For example, Do Not Call (DNC) means the contact/lead enabled the Do Not Call setting in Salesforce and is in the do not contact list. On the left of the contact, you might see Mobile, which indicates the mobile/cell phone number of the contact.

How to mute or unmute a call

While on a call you can mute or unmute it as follows.

  1. While in a call, click the Mute button  .
    The button will change to the unmute button and your call will be muted.
  2. Click the Unmute button  , to resume the call.

How to hold or unhold a call

While on a call you can hold or unhold it as follows.

  1. While on a call, click the Hold button  .
    Notes:
    • You will not be able to record the call while on hold.
    • You can place up to four (4) calls on hold.
  2. Click the Unhold button  , to resume the call.
  3. (Optional) If you have another phone call on hold, on the top of the Zoom Phone widget select the call you wish to resume.

How to record a phone conversation

While on a call you can record the conversation as follows.

  1. While on a phone call, click Record from the phone dial pad to record the call.
  2. Click Stop Recording to end the recording.
    Note: If your administrator has set calls to automatically record, you will not be able to manually start and stop recordings and you will see REC while the call is being recorded.

How to log and take notes while on a call

If Auto Save Call Logs is enabled, the log will be automatically saved in Salesforce. If the automatic save is not enabled, the Save button will be displayed for you to save the log.

After answering a call, the call log interface will automatically display for you to fill in the information you need. The note page has the following structure:

Note: Once you click Save, related tasks will be generated. You can review the call log details on the task detail page if configured.

How to add call notes after a call ended

  1. On the Zoom Phone widget interface, click the History tab.
  2. Identify the call record, then on the far right, click the more icon  , then select New Notes to access the call note entry.
  3. Fill in the necessary information as mentioned in the previous section.
  4. Click Save.
  5. (Optional) Click Sync Log if you wish to sync the log to create and save the task record in Salesforce.

How to manage SMS using the Zoom Phone widget

Contact your admin if you should be able to use SMS in the US and Canada.

Send SMS using the Zoom Phone widget

  1. Access the Zoom Phone widget in your Salesforce app.
  2. Click the SMS tab.
  3. Click the pencil icon  to start writing your new text message.
  4. In the To: box, type the phone number or the name of the contact/lead to send the text message.
  5. In the Text... box, type your message.
  6. Click the send icon to send your message.
    After sending the SMS, when Auto Save SMS is turned on, the corresponding task will be generated and this task will be associated with the contact or lead matched in Salesforce.

Read an SMS using the Zoom Phone widget

  1. Access the Zoom Phone widget in your Salesforce app.
  2. Click the SMS tab.
  3. Click the text message you desire to read.
  4. (Optional) Click the info icon  to open the task in Salesforce for more details.

Log SMS

If Auto Save SMS is enabled by your admin, all incoming and outgoing SMS sent from the Zoom Phone widget or Zoom Phone client will be logged against the corresponding task and this task will be associated with the contact or lead matched in Salesforce.

Note: After sending or receiving your SMS, if Auto Save SMS is enabled by your admin, the SMS log will be automatically saved into Salesforce and each SMS session will generate one task per day.

To access the SMS log follow these steps.

  1. From the Zoom Phone Widget, click the SMS tab.
  2. On the top right, click the info icon  , then click the Details tab, and you will see the following:
    • Assigned To: The name of the Salesforce user.
    • Subject: The title of the SMS.
    • Due Date: The date the SMS task was created.
    • Priority: The default value set by Salesforce.
    • Created By: The author of the SMS.
    • Comments: SMS Message history with date and time.

Person Account for calls and SMS logging support

How to view call history in the Zoom Phone widget.

  1. On the Zoom Phone widget interface, click the History tab to see the call history.
  2. Click All History, then select one of the following:
    • All: To view the entire history.
    • Missed: To view only missed calls.
    • Recording: To view recorded calls only.
    • Notes: To view calls with notes.
    • Unassigned: To view calls not associated with a related contact/lead.
      Note: You can quickly identify call logs not associated with a Related To contact/lead
  3. Review the following:
    • Date and time of the call.
    • Name of the caller or recipient.
    • Length of the call.
  4. Hover over a call history entry for the following options:
    • Click the phone icon to call the selected number.
    • If the call was recorded, click the play icon  to play the associated recording.
      Note: While playing a recording, you can click the pause icon to pause it.
    • Click on the more icon , then select:
      • Copy Number to copy the phone number.
      • Notes to access the call note entry.
      • Sync Log to sync the call logs.

How to access voicemail on the Zoom Phone widget.

  1. On the Zoom Phone widget interface, click the Voicemail tab and view the following:
    • Name or phone number of the person associated with the voicemail.
    • Date and time of the message.
  2. Hover over a voicemail entry for these options:
    • Phone icon  to make a call.
    • Play button  to play voicemail.
    • More icon for more options such as copying a number.
  3. (Optional) You can also enter the detailed page of the task, and click the voicemail icon of the call log on the task to view the voicemail.
    Note: No such icon will be visible if the call has no voicemail.

How to use Unlinked Call Log to sync call logs to Salesforce

You can use the Unlinked Call Log tab to bulk sync call logs to Salesforce. By default, the date view of the log is three days from the current date. Before being able to sync call logs into Salesforce, you need to authorize Zoom Phone to do so.

Note: The Unlinked Call Log tab does not store recording and voicemail URLs.

Authorize Zoom Phone to sync call logs in Salesforce

  1. On the top left of the Salesforce page, click the apps' icon, then navigate to the Zoom User Config page.
  2. On the left, click the Zoom Phone Settings tab.
  3. Under User Authentication, click Authorize from Zoom Apps Marketplace.
    Zoom Phone will be authorized to sync call logs in Salesforce.

Sync call logs into Salesforce

  1. Search and select Unlinked Call Log in the APP launcher.
    The Unlinked Zoom Phone call logs page will open and all call logs will be selected by default.
  2. Select the call logs you desire or unselect any call logs you don’t want to save in Salesforce.
    Note: You will see matched leads or contacts with the caller's phone number if it’s an inbound call and the callee phone number if it’s an outbound call.
  3. (Optional) In the Contact/Lead dropdown list, filter any contact/lead.
  4. (Optional) In the Relate to column, select an object and search for any related records in the search box.
  5. (Optional) Click Hide to hide any call logs from this page.
    Note: The Hide button is inactive when no call log is checked.
  6. (Optional) Scroll down if you desire to retrieve more call logs.
  7. Click Save to Salesforce to save your selected call logs.
    Note: Save to Salesforce will be inactive if no call log is selected and you will not be able to sync the log.

How to use Sales Engagement (previously called HVS by Salesforce)

You can use Sales Engagement to accelerate your sale process by adding contacts/leads to your cadence. Make sure your admin enables Sales Engagement for your account.

Add contacts/leads to Sales Engagement

  1. Sign in to your Salesforce account, then click the Contacts tab.
  2. Enter the name, phone number, or other necessary information for your contact/lead.
  3. On the top right, click Add to Cadence.

Make a call from Sales Engagement

  1. Sign in to your Salesforce account, then click the Contacts tab.
  2. Click the name of the contact/lead, then select Sales Engagement.
  3. Under Call, click Call to place a call to the contact/lead.
    The Notes page will display.
  4. Select a value for the Disposition field.
    Note: If Auto Save Call log is enabled, the value will be saved to Salesforce.
  5. Click Save.
    You can review your cadence activities. For more information follow this Salesforce article.