Kixie's Salesforce Integration: Configuration and Behavior

Minimum Salesforce Requirements:

• at least the Salesforce Professional edition with API integration

Integration Setup Checklist:

• See here for a checklist of the necessary integration setup steps for your Salesforce admin to complete (10 min.)

Optional But Recommended:

• Enable DirectSync in a list-view setting
  
  • to enable DirectSync in a Salesforce list-view setting, please ensure that your agents have the Lead/Contact Name as the first column in the list (the lefthand-most column) 

• Customize your Call Outcomes (Dispositions)
  • Create and maintain your own customized list of call outcomes that all your agents will see, and will push into Salesforce when logged. See here.

• Enable/Disable "Create Contacts" 
  • When you call or receive a call from a number that's not associated with a Lead/Contact in Salesforce, Kixie will create a Salesforce lead automatically. "Create Contacts" is enabled on your account by default.
    • Choose your preference inside Kixie.com->Manage->Account->Create Contacts

How the Integration Works:

First, Kixie Syncs Activities at the Lead/Contact Level:

Kixie automatically syncs activities to the lead or contact that the Kixie user click-to-called from, or in the case of an inbound call, manual dial or SMS, it syncs to the lead/contact that is associated with the phone number.

The Call activity (completed task, type: Call) we create inside the lead or contact looks like this:

The SMS activity we create inside the lead or contact looks like this:

From there, Kixie will sync that same activity up to the account and opportunity level, if in fact the contact is associated with any, in the following manner:

Syncing at the Account Level: 

The same activity will sync to the account if one is associated with the contact. 

Syncing at the Opportunity Level:

Kixie will sync to the most recent opportunity that is associated with the contact.

What if there are multiple leads/contacts with the same number?

For an inbound call, manual dial or SMS, in the event of multiple leads/contacts with the same number, Kixie will sync the activity to the last referenced lead/contact, with preference given to the contact level if there are both leads and contacts with that number. 

Automatic Lead Creation

If you are calling/being called by a phone number that is not associated with a lead or contact in Salesforce yet, Kixie will automatically create a lead inside of Salesforce w/ that number, and sync all subsequent call activity to that lead, all of which will be maintained upon that lead’s conversion into a contact.

*This feature may be disabled for your whole account if you so choose.

The Kixie PowerCall®

The Kixie PowerCall is a phenomenal sales tool. It functions as an enhanced, Salesforce-driven caller ID, as well as a shortcut into Salesforce. See this article for a more in-depth look at the ideal utilization of this key Kixie feature. It provides four basic opportunities for your salesperson on a given call:

1. View the lead/contact's basic Salesforce information as well as the most recent opportunity (with direct links to access them)
2. Edit the Salesforce lead/contact's basic information
3. Compose a note that will sync to the lead/contact
   • the note will also sync to the contact's associated opportunity
4. Log an Outcome (disposition) which will log as an activity type: Disposition
   • disposition activities will sync just like phone calls do (lead/contact->account->opportunity)
   • a best practice with this outcomes (dispositions) is to create Salesforce workflow rules that trigger when the dispositions are logged, which send emails, update fields, and/or send text messages automatically.
5. Schedule a future activity with the Salesforce lead/contact

This functionality lends itself especially well to list-view dialing, as well as when you are receiving incoming calls.