Managing Calls, SMS, and Contacts with Onoff & Salesforce

Managing Calls, SMS, and Contacts with Onoff & Salesforce

Seamlessly connecting your Onoff calls, SMS, and voicemails with Salesforce helps your team stay organized and informed. Here’s a comprehensive guide to how data flows, how logs are assigned, and how to manage contacts and users.

Call, SMS, and Voicemail Data Synced to Salesforce

Onoff ensures that all your communications are properly logged in Salesforce. This includes calls, SMS messages, and voicemails, with rich details to keep your CRM up to date.

Call logs include:

• Call direction (incoming or outgoing)
• Call status (connected, missed, voicemail)
• Agent and contact information
• Date, time, and duration
• Call notes and tags
• Call summary and action items (if transcription is enabled)
• Call recordings (if enabled)
• Voicemails
  

SMS logs include:

• Message direction (sent or received)
• Agent and contact information
• Timestamp
• Full message content
  

Assignment of Logs to Salesforce Users

Salesforce automatically assigns Onoff logs based on ownership:

• If a contact has an Owner, logs are assigned to that Contact Owner.
• If no Owner exists, logs are assigned to the Salesforce Admin by default.
  

This ensures every call, SMS, or voicemail is associated with the right person.

Where Communication Logs Appear in Salesforce

Onoff carefully places logs across Contacts, Leads, Organizations, and Deals.

Contact records

• All call, SMS, and voicemail activity appears on a person’s timeline if they exist in Salesforce.
• Logs include related Accounts and Opportunities when applicable.
  

Leads records

• If a phone number matches no Contact, Onoff searches Leads.
• Logs are sent only to the Lead.
• Lead logs do not update related Accounts, Contacts, or Opportunities since Leads are independent objects.
  

Organization records

• If the Contact is linked to an Organization, logs also appear on the organization timeline.
• If only the Organization number exists (without a matching Contact), logs are not sent to the Organization, as Salesforce requires a Person match.
  

Deal records

• Logs appear on a Deal’s timeline if the Deal is open.
• If multiple Deals are linked, the log goes to the most recently updated Deal.
  

Contact Synchronization Between Onoff & Salesforce

Keeping contacts in sync ensures no information is lost, whether you create them in Salesforce or Onoff.

Automatic contact creation (Salesforce → Onoff)

• When enabled, calls or SMS to a Salesforce contact not yet in Onoff will automatically create that contact.
• Works for both inbound and outbound communications.
  

Automatic contact export (Onoff → Salesforce)

• New contacts created in Onoff are automatically exported to Salesforce.
• Existing contacts in Salesforce are updated if the phone number matches.
  

Manual contact export (Onoff → Salesforce)

• Open a contact in the Onoff app.
• Click the three dots → Export to CRM → Salesforce.
• Updates existing Salesforce contacts or creates a new one if needed.