What is this action?

This action is executing a salesforce query over a salesforce account.

It allows you to retrieve in your vocal virtual voice agent, data contained in your CRM, contextualized for the caller:

Sample use case: if you already have the phone numbers of your customers in Salesforce, you can get their identity at the beginning of the call based on the caller number to welcome them.

How to use it?

Requirements

On salesforce

You need to have:

• salesforce version: Salesforce Lightning Experience. Salesforce Classic is eligible, but the capability is not available in all organizations.
• salesforce edition: Group, Professional, Enterprise, Essentials, Performance, Unlimited, or Developer.
• salesforce user privilege: a user account with a System Administrator profile.
• salesforce company policy: the ability to Relax IP restrictions (see below for more details)

On your organisation

You need to have:

• an email address (could be an alias or a group) for Calldesk programmatic user

Preliminary phase: Configure the connection between Calldesk and salesforce

To give access to Calldesk a part of your Salesforce data, you need to create a Connected App.

For security reasons, to keep your credentials safe, you cannot, for now, configure the credentials on the studio. This operation is done by our support team.

Process

First, create a Connected App in Salesforce to act as a gateway between Calldesk and Salesforce.