Using Zoom Phone in Salesforce

Use the Zoom phone app within Salesforce to seamlessly place a call from the phone widget. This integration works for Salesforce Lightning or Classic.

This article covers:

• How to access the Zoom Phone widget in your Salesforce app
• How to use the Zoom Phone widget in Salesforce
  • Dial a phone number 
  • Receive phone calls
  • Place a call on hold
  • Place a call on mute
• How to manage voicemails and recordings
  
  • Record calls
  • Access voicemails and recordings
• How to use SMS
  
  • Send a text message to a phone number or contact/lead
  • Read a text message
• How to manage phone call logs
  • Automatically save phone call logs
  • Manually save phone call logs
• How to log calls taken from the Zoom client only into Salesforce
  • Update call log information

Prerequisites for using Zoom Phone in Salesforce

• Zoom account with a Zoom Phone call plan
• Zoom for Salesforce app installed
  Note: If the app is not installed, contact your Zoom and Salesforce admins.
• SMS:
  • Zoom for Salesforce app version 3.21 and higher
  • SMS enabled by Zoom admin
• 

  Automatically Call From 3rd Party Apps must be enabled by admin for the integration to work

How to access the Zoom Phone widget in your Salesforce app

1. Sign in to your Zoom client.
2. Sign in to your Salesforce account.
3. Identified the Salesforce application where the Zoom Phone widget was assigned.
   Note: Contact your Salesforce admin if you cannot locate the Salesforce application where the Zoom Phone widget was assigned.
4. At the bottom left of the Salesforce app, click the Zoom Phone widget Zoom Phone.
5. Click Sign In on the Zoom Phone widget.
   Note: If you get any error while signing in, contact your Salesforce admin.
6. In the You are about to add Salesforce page, click Authorize.

How to use the Zoom Phone widget in Salesforce

Dial a phone number

1. Access the Zoom Phone widget in your Salesforce app.
2. At the bottom left of the Salesforce app, click the Phone widget Phone. 
3. From the phone dial pad, select the Keypad tab, then select or hide your caller ID as desired.
4. In the Search By Name box, type the name of person to call or hit the number keys, then click the phone icon .
5. (Optional) On your Salesforce app, click the Contacts tab, identify the contact to call, then click the number under Phone to directly call the contact.
6. In the Allow Salesforce to managed call control actions on your behalf?, click OK.
   Note: If you are in a meeting, you will see a pop-up window asking you to click Continue if you desire to proceed with the call.
7. (Optional) On the phone dial pad, click Record if you desire to record the call.
8. (Optional) Click End to end the call.
9. (Optional) After ending the call, the History tab will automatically open for you to enter any comments related to the call. You can click Close to save the call log, or click Delete to delete it.

Receive phone calls

To receive inbound calls in SalesForce, do the following:

1. Make sure you are connected to the Zoom Phone widget in your Salesforce app.
2. On the phone dial pad, click Accept to accept the call.
3. Click Decline to reject the call.
4. (Optional) If you are in a meeting:
   • Click End Meeting & Accept, to end the meeting to accept the call.
   • Click Send to Voicemail, to send the call to voicemail.
   • Click Hold Meeting audio & Answer, to accept the call and not end the meeting. 
5. Click End to end the inbound phone call.
   Note: The History tab will automatically open for you to take notes for the incoming call.

Place a call on hold

After receiving a call or calling someone, you can place the call on hold.

1. While in a call, click the Hold button .
   Notes:
   • You will not be able to record the call while on hold.
   • You can place up to 4 calls on hold.
2. Click the Unhold button , to resume the call.
3. (Optional) If you have another phone call on hold, click the History tab and select the desired call marked as On Hold, then click Unhold to resume the call.

Place a call on mute

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 manage voicemails and recordings

Record calls

1. While in 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.

Access voicemails and recordings

Voicemail and recordings are attached to call logs on the Tasks page. Audio data is stored in the Zoom cloud. When you delete the voicemail recordings in the Zoom client, you are no longer able to access and play the voicemail recording in Salesforce.

To access your recordings or voicemails in Salesforce, do the following:

1. While in your Salesforce account, select the Tasks tab.
2. Identify the call you would like to access the recording or voicemail, then click it.
3. Select the Details tab, under ZoomCallLogDetails click the volume icon on the right of Voice Mail or Recording.
   Notes:
   • If your Zoom admin didn't enable voicemail transcription for your account, you will not be able to see a transcription for your voicemail.
   • You cannot delete a voicemail or recording from your Salesforce account. You will need to delete those items from your Zoom account. To access your voicemails and recordings from your Zoom account, follow these instructions.

How to use SMS

Note:

• SMS feature in the Zoom Phone app in Salesforce allows you to send and receive text messages (SMS) if you are assigned this privilege by your admin. If you don't have this function, please contact your Zoom admin.
• Any changes to your Zoom account, such as assigning or removing a direct number, will require a refresh of your browser page to reflect that change.
• Phone-Auto Save SMS can be enabled to allow you to save your messages automatically in Salesforce as tasks per number and per day, and is linked to a contact/lead if a match is found. If this setting is disabled, SMS cannot be saved manually. Contact your Salesforce admin if you wish to enable/disable this feature.

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

1. Access the Zoom Phone widget in your Salesforce app.
2. From the phone dial pad, select 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.

Notes:

• If you have multiple direct numbers, you will have to choose one number to send your SMS from.
• You can send SMS to multiple recipients at the same time.
• You can send a message to an existing SMS thread.
• No images can be sent via SMS, even though you can receive images in your messages.

Read a text message

1. Access the Zoom Phone widget in your Salesforce app.
2. From the phone dial pad, select the SMS tab.
3. Click the text message you desire to read.
4. (Optional) Click the information icon  to open the task in Salesforce for more details. For example in the Comments field you can see the SMS thread with a timestamp for that date.

Note:

• You can receive images in SMS sent to you. Those images are visible in the phone widget, however in the Comments field of the associated SMS task, images will be shown as [Image].

How to manage phone call logs

Your admin can enable the app to automatically save your call logs in Salesforce or disable the feature to allow you to manually save your call logs.

Automatically save phone call logs

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

1. Click Close to save the call log record in Salesforce.
2. Click Delete to remove the call log record in Salesforce.
3. Select the Tasks tab to view your call records.

Manually save phone call logs

The app does not automatically save your call logs in Salesforce. You can choose whether to save the call log for each call. After ending a phone call, you can:

1. Click Save to save the record for the call.
2. (Optional) Click Save and Close All, to save multiple call records from the same caller.
3. Click Close to not save the record for the call.

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

All calls can be logged, regardless of whether or not you are signed into Salesforce. Whether you are mobile and making Zoom calls from your client, you can still access all your calls logged.

1. Sign in to your Salesforce account.
2. Identified the Salesforce application where the Zoom Phone widget was assigned.
   Note: Contact your Salesforce admin if you cannot locate the Salesforce application where the Zoom Phone widget was assigned.
3. Select the External Zoom Call Logs tab.
4. To perform a search for your call logs, click within the StartDate box to expand the calendar.
5. Select your date range and click Search.
   Note: You can display calls back for a maximum of 3 days.
6. (Optional) To save your call logs, click Save to Salesforce.
   Note:All call logs are selected by default.
7. (Optional) To not save the call logs to Salesforce, click Dismiss for the desired call logs.
   Note: Dismissing a record deletes only the record of when the calls were made or received. The call logs will not appear in searches but are still available from Zoom.
8. (Optional) Select the Tasks tab to view the saved logs.

Update call log information

When a phone number is not associated with any call records available within Salesforce the app displays the Contact/Lead box with empty data.

To create a new contact/lead to associate the phone number:

1. After ending your phone call, click Close to save the call log.
2. Select the Tasks tab.
   The app will display the records of your calls. The Details screen displays any contact names or leads associated with the phone number.
3. Click the phone number you desired to update from your call logs.
4. To the right of Name, click the pencil icon  to update the name of your caller.
5. Click New Contact to add a name.