In order to set up Contact Sync, the PhoneIQ managed package for Salesforce should be installed, and both platforms should be connected via the API.
Within the Integrations App, navigate to the Contact Sync view and select “Start Sync.” Choose Salesforce as the platform to sync contacts and proceed to the setup. Here you will be presented with a variety of options.
Both Ways: Enables Bidirectional Contact Sync.
PhoneIQ to Salesforce: Pushes contact updates from PhoneIQ to Salesforce.
Salesforce to PhoneIQ: Pushes contact updates from Salesforce to PhoneIQ.
When a conflict presents:
Keep Salesforce Record: If different contacts are found to share the same phone number, the Salesforce record will be preserved and updated in PhoneIQ.
Keep PhoneIQ Record: If different contacts are found to share the same phone number, the PhoneIQ record will be preserved and updated in Salesforce.
Objects to sync:
Contacts: Will sync contact records with PhoneIQ.
Leads: Will sync lead records with PhoneIQ.
Accounts: Will sync account records with PhoneIQ.
Person Accounts: Will sync person account records with PhoneIQ (must be enabled in PhoneIQ and Salesforce).
Contacts: Create a contact object in Salesforce when a PhoneIQ contact is synced, and the Salesforce object type is not specified.
Leads: Create a lead object in Salesforce when a PhoneIQ contact is synced, and the Salesforce object type is not specified.
Only contacts with valid Phone Numbers will be synced from Salesforce to PhoneIQ.
Only contacts with a valid First Name in Salesforce will be synced from Salesforce to PhoneIQ.
Field Mapping Studio:
Based upon the selection of objects to sync in the first step, admins will be able to select how they want to map fields between the two services.
Salesforce Contact Field Mapping:
Other than the PhoneIQ Company field populated by data from Salesforce (usually mapped to the Account ID field or equivalent), all fields can be mapped bidirectionally or in any direction.
Salesforce Lead Field Mapping
Support for Person Account can be added too. Follow this link to learn how to enable it in your account.
Salesforce Account Field Mapping
Running the Initial Sync
After all contact sync configurations are completed, click “Sync.” The Initial Sync will start, and once finished, it will grant access to the contact sync dashboard. The Initial Sync status is displayed on the Contact Sync view and has different states represented in colors:
Orange: Initial Sync in Progress
Green: Active Sync (Completed and sync actively running)
Grey: Paused Sync
Red: Sync with Errors
Note that if you have more than 100.000 contacts to sync, the initial sync might take some time to run. Please contact support at [email protected] to streamline the process.
Edit Contact Sync
Within the Contact Sync view, hover over the listing and select the “Edit Configuration” option in the dropdown menu on the right-hand side. Make the desired configuration changes and click save.
Pause Contact Sync
Within the Contact Sync view, access the Contact Sync Dashboard by clicking on the Contact Sync listing and then click “Pause Sync.” To reactivate the Contact Sync, follow the same procedure and click “Resume Sync.”
Delete Contact Sync
Within the Contact Sync view, hover over the listing and select the “Delete” option within the right-hand side's dropdown menu. Objects that have already been synced will be kept on both platforms and won’t be deleted.
Delete and Revert Contact Sync
Within the Contact Sync view, hover over the listing and select the “Delete and Revert” option within the dropdown menu on the right-hand side. Objects that have already been synced from Salesforce to PhoneIQ will be deleted in PhoneIQ.