SuperReceptionist is a personal reception hosted virtually in a cloud telephony environment. If you are using SuperReceptionist for your business, you can integrate it with Salesforce to capture leads along with phone numbers directly from your Salesforce account.

SuperReceptionist connector in Salesforce allows you to:


  • Track incoming calls from customers.

  • Create tickets with phone numbers.

  • Direct incoming calls from customers to respective Salesforce owners.

  • Make outbound calls using Click to call feature.

  • Track outbound calls to customers.

  • Create new or map existing Lead, Contact and Personal account for all inbound and outbound calls. 

  • Create a new case or map to the existing one for all inbound and outbound calls.

  • Agent status can be changed directly from the salesforce UI for call centre customers.  

  • Real time call status (Ringing, Answered, Hangup, etc..)  tracking for all outbound calls. 

  • Track call disposition and call log notes for all calls.

  • Call recording is available for all answered calls.


Prerequisites:

  • You must be an Admin User of your Salesforce account and the account should have API enabled.  



SalesForce Edition

API

Comments

Developer Edition



Enabled by default



If disabled, then can be enabled by the admin of the  salesforce account.

Enterprise Edition

Unlimited Edition

Performance Edition

Professional Edition

Not Enabled

Need to ask support to make it enabled or need to purchase the feature

Contact Edition

API is not available.

Group Edition


  • Your SuperReceptionist panel should be in Premium Plan to make use of SuperReceptionist integrations

  • Your Salesforce plan must supports telephony integration

  • You are using Knowlarity’s Super Receptionist service which is configured and active.


Procedure

1.Get your SuperReceptionist Virtual Number

  • Login to your SuperReceptionist account to get the Virtual Number

  • Your SuperReceptionist phone number is your Virtual Number

  • Open SalesForce web portal and click on the ‘Sign in to SALESFORCE’ button

  • To create a developer account, click on https://developer.salesforce.com/signup

  • Fill up the required information in the title bar

  • Login to your Salesforce developer account





Enabling Salesforce

  • Navigate to Settings

  • Select Integrations

  • Click on ‘Enable Now’ below Salesforce





  • Ensure that ‘Production’ is select




  • Your Salesforce configuration is complete



3. Install Knowlarity plugin to your Salesforce account



  • For the ‘Approve Third-Party Access’ pop-up click on ‘Continue’

  • Installation process will begin automatically

  • Click on ‘Done’ once the process completes

  • Go to your Salesforce account (The screenshots attached in this document taken from classic theme. Go to View-Profile > Switch to Salesforce Classic) 





  • Search for ‘Call Centers’ under Build on the left hand side of the screen

  • Click on ‘Call Centers’ from among the results

  • Read the ‘Get Started’ information and click on ‘Continue’

  • All call center details will be displayed

  • Click on ‘Edit’




  • Fill up the required information in the corresponding fields



4. Get Knowlarity’s API key

  • Go to ‘Settings’

  • Select ‘Call Flow’

  • Click on ‘Plan Settings’ and scroll down to find the API




  • Copy and paste the API Key in the corresponding field




  • Click on save once the API key and Knowlarity numbers are correctly entered according to your account. 

  • Once the details are saved, it will automatically create your call center

  • Click on ‘Manage Call Center User’




  • Click on ‘Add More Users’


  • Click on ‘Find’



  • Select a user you want and click on ‘Add to Call Center’


  • Go to ‘Home’ on the top left hand side of the screen

  • A pop-up window will appear the same side





6. Adding Call Disposition Fields

  • Click on set up and search for ‘Activities’ in the search bar

  • From the produced results select the ‘Task Page Layout’ result

  • Click on edit 

  • Drag and drop the ‘Call Disposition’ object

  • Click on save





7. Modifying Call Disposition List

  • Click on the ‘+’ on the Top Left

  • From the given set of options, select ‘Super Receptionist Configurations’



  • Click on Edit to make changes

  • Once done, click on save to save the changes