Salesforce Integration

Salesforce Integration

Overview

Our Salesforce Computer Telephony Integration (CTI) is designed to allow your users to work within Salesforce and easily make calls through Thrio, without ever switching between UIs. The integration supports click to dial, association of Salesforce contacts with Thrio workitems (used to automatically create Salesforce tasks), and easy management of Thrio statuses/dispositions all within Salesforce.

Before completing these steps, you will need:

  • A file entitled thrioCallCenter.xml (click here for a sample file)
  • The CTI Adapter URL & CTI Provider URL (see below for which parameters you should use)
  • A list of users you would like to add

Setup

  1. Login to Salesforce. Make sure Salesforce is in Classic Mode
  2. Click Setup in upper right
  3. Type in call center in the quick find/search bar
  4. Click import
  5. Import file thrioCallCenter.xml
  6. Make sure CTI Adapter URL & CTI Provider URL are set to the info provided by the Thrio representative
  7. Click Manage Call Center Users
  8. Click Add More Users
  9. Search for users
  10. Select users you want to add and click Add to Call Center
  11. User's email in Salesforce must match their Thrio username
  12. Click 'Home' button

Use Thrio in Salesforce

  1. Allow popups in Salesforce
  2. Click Salesforce login button
  3. Wait for client to load in new tab.
  4. Verify in Thrio that your phone is set up correctly by doing right mouse click ‘ call me ‘
  5. Navigate to a contact in Salesforce
  6. Click to dial on contact number
  7. After the call, set a disposition for the workitem
  8. After dispositioning, a new task is created with the associated contact

Parameters

General Information

Contact Config

Only set the first three fields if using custom contact objects in salesforce

  • Object API name with contact identifier: The API name of the custom contact object
  • Relationship API name of object with identifier to contact object:  The field name in the custom contact object that links to the object that you want the tasks associated with.
  • Field to display: The field to display to users so they can pick between contacts to assign
  • Pop contact in same tab: Set to true if you want the contact to be popped in the same tab when a call is accepted or initiated

Click Here to Download Linked File

What’s a Rich Text element?

The rich text element allows you to create and format headings, paragraphs, blockquotes, images, and video all in one place instead of having to add and format them individually. Just double-click and easily create content.

Static and dynamic content editing

A rich text element can be used with static or dynamic content. For static content, just drop it into any page and begin editing. For dynamic content, add a rich text field to any collection and then connect a rich text element to that field in the settings panel. Voila!

How to customize formatting for each rich text

Headings, paragraphs, blockquotes, figures, images, and figure captions can all be styled after a class is added to the rich text element using the "When inside of" nested selector system.