Before you start

• Permissions: You'll need admin rights in both Salesforce and CallSwitch One.
• Salesforce edition: Salesforce integration requires the customer to meet one of the following conditions
  • Enterprise Edition
  • Unlimited Edition
  • Developer Edition
  • Performance Edition
  • Professional Edition with the API add-on enabled

You can find which edition you are using by navigating to: Profile (top right corner) > Settings > Home (near top left) > Company Settings > Company Information. From there, please confirm the value shown for Organization Edition.

1) Navigate to Integrations and click Install Integration

Account > Integrations 

1. Sign into CallSwitch One as an admin
2. Open Account from the left menu
3. Select Integrations
4. Click Install Integration or if you haven’t already installed an integration, move to step 2

You should see: An integrations catalogue with categories (CRM, Data Reporting, Single Sign On,etc.).

If you don't: Refresh your session or verify your role has integration permissions

2) Locate Salesforce in the Integrations Section

1. In the integrations catalogue, scroll down to the CRM tab.
2. Find Salesforce and click the Salesforce Icon.

3) Install Salesforce Integration

1. Once you clicked on the Salesforce icon, you will be greeted with the below pop up. Click Install app

2. Login to Salesforce, and they will see below page, select Install for all Users, check the acknowledge checkbox then click Install

3. After finishing the installation, go back to Step 1 on Yay and click Next. The below
message will be shown. Click Continue at Salesforce button to finish the whole
installation process.

4. You'll be redirected to Salesforce's secure OAuth screen

5. Sign into Salesforce (if not already signed in)

6. Review the requested permissions and click Allow

What this does: Grants CallSwitch One permission to access Salesforce on your behalf.

Tip: Use the admin account intended to own the integration; changing owners later can revoke tokens.

4) Token exchange

After you click Allow, Salesforce redirects back to CallSwitch One with an authorisation code.

• CallSwitch One securely exchanges this code for an access token and a refresh token.
• The refresh token lets CallSwitch One renew access automatically without you re-authorising.

You should see: A confirmation screen in CallSwitch One indicating the connection succeeded.

If it fails:

• Confirm the user has OAuth/API access in Salesforce.
• Ensure SSO/2FA policies allow connected apps.

5) Choose sync options: Phone Book and optional Two-way sync

1. In the Salesforce integration settings panel, tick Phone Book to enable syncing of Salesforce contacts to CallSwitch One
2. (Optional) Enable Two-way sync if you want phone book changes made in CallSwitch One to write back to Salesforce

6) Start the initial sync

1. Click Save to confirm your options.

2. The Initial sync begins automatically.

What to expect:

• Duration: Depends on record count and API limits (large orgs can take longer)
• Status: A progress indicator within the integration panel will show ‘in progress’ and will then show ‘complete’ once finished.
• Result: Your CallSwitch One Phone Book populates with Salesforce records. If two-way is enabled, CallSwitch One phone book changes can write back.

Verifying the setup (post-install checks)

• Search test: In CallSwitch One, search for a known Salesforce contact by name/number.
• Call contact: Initiate a call to the synced contact to confirm the record pops up in Salesforce. Note: This will need to be configured on the Callswitch One Desktop App by going to Settings > Contacts > CRM Integration.
• New record test (if two-way is on): Create a test contact in CallSwitch One and confirm it appears in Salesforce with correct field mapping.

Common troubleshooting

Issue: OAuth page loops or shows insufficient privileges

• Confirm Salesforce user profile/permission set allows connected apps & API access.
• Check if your org restricts third-party OAuth via Login IP Ranges or Session Settings.

Issue: Sync shows “Completed” but no contacts appear

• Verify filters or object scopes (e.g., only Contacts with phone numbers).
• Check that the selected Salesforce record types/fields are mapped.
• Confirm the user has read access to Contacts/Leads.

Issue: Duplicates or wrong numbers

• Review your Salesforce data quality (multiple phone fields, custom formats).
• Align the field priority (e.g., prefer MobilePhone over OtherPhone).
• Add dedupe rules and consistent formatting in Salesforce.

Issue: Writes back fail (two-way)

• Confirm the Salesforce user has create/update permissions on Contacts/Leads.
• Resolve validation rules or required fields that block inserts/updates.

If you have any questions, please don't hesitate to contact our friendly Support team on 0330 122 7000, or by email!