Zoom Phone App for Salesforce
User Guide

Overview

The Zoom App for Salesforce has support for Zoom Phone. Use the Zoom Phone App within Salesforce to seamlessly place a call from the Phone widget. This integration works for Salesforce Lightning or Classic.

Prerequisite

  • Zoom account with a Zoom Phone call plan
  • Installation of the Zoom App for Salesforce
    Note: If the App is not installed, please contact your Zoom and Salesforce Admins.

Sign in to the Zoom Phone App

  1. Login to your Salesforce Account.
  2. Once logged in you will be able to login to the Zoom Phone App. Sign in to the app with your Zoom credentials.
    • Salesforce Classic: You can log into the Zoom Phone App using the panel on the left-hand side of the pane.
      classicLogin
    • Salesforce Lightning: You will need to click the Phone widget in the bottom left corner of the window.
      lightningLogin
  3. Once logged in, you should see a confirmation message.
    Please note: You will need to have an active Zoom Phone call plan enabled for this widget to work.
  4. The confirmation page will close and you will be redirected to your Salesforce account. If the window does not close automaticall, you can manually close the tab and return to your Salesforce account. Once complete, you should see the Zoom Phone App as shown below:
    • Zoom Phone App for Salesforce Classic:
      zoomPhoneClassic
    • Zoom Phone App for Salesforce Lightning:
      zoomPhoneLightning

Using the Zoom Phone App for Salesforce

Placing an Outbound Call with the Zoom Phone App in Salesforce

The Zoom Phone App for Salesforce allows you to seamlessly place a phone call from Salesforce.
Note: The phone call will be routed through the Zoom desktop client. Once you have placed a call, it will open the Zoom client on your computer.

Enter a Phone Number

To place a call, simply click the number buttons or type the phone number on the Zoom Phone App. Once ready, click the call button.
placeCall

Take Notes During a Call

Once you have placed the call, the Zoom Phone App within Salesforce will change to a note-taking window. This will give you the opportunity to take notes as well as assign a name to the dialed contact.
activeCall

Here is some additional information on contacts within the Zoom Phone App for Salesforce:

  • If a number exists as part of a contact’s information within Salesforce, the call notes will automatically be associated with and saved to that contact. (You are able to manually change this.)
  • If the number does not exist as a contact’s information, the Zoom Phone App will create a new contact record in Salesforce.
  • All calls are logged as an activity under Salesforce contact and all call logs begin as soon as the call starts. (i.e. if the call ends in 5 minutes, this will also be noted in Salesforce).
  • If a phone number is associated with multiple contacts, you can select which contact to save the notes to.
  • There is no character or word limit for the notes section.
  • The call log will not be saved until the call ends within Zoom.
  • You will need to click Done after finishing your call to close out of the notetaking window.

Saving a Call Log

The Zoom Phone App for Salesforce will auto-save call logs for your calls. Once you have clicked the Done button, your call and notes will be saved to the contact.
saveCallLog

Receiving an Inbound Call with the Zoom Phone App in Salesforce

You will need to be logged in to the Zoom desktop client in order to receive calls. When you receive a call, Salesforce will show a notiication of an incoming call. Once you accept the call, you will be able to follow the same process as when placing an outbound call. (You will be able to take notes, choose a specific contact, create a new contact)
incomingCall

Here is some additional information on inbound calls with the Zoom Phone App for Salesforce:

  • If a contact exists in both Salesforce and Zoom, both Salesforce and Zoom will show the contact’s name instead of the phone number.
  • If a contact exists in Salesforce but not Zoom, only Salesforce will show the contact’s name.
  • If a contact exists in Zoom but not Salesforce, only Zoom will show the contact’s name.
  • Once a call is accepted, you will be able to take notes as described in the previous section.

Managing Multiple Call Logs

If you happen to experience back to back calls, you will not be able to click Done to return to the call screen. When this happens, you will see up to 3 call logs (ended calls will show as Ended) at the top of the integration window.
multipleCalls
Here is some additional information about multiple call logs with the Zoom Phone App for Salesforce:

  • If there is a fifth back to back call, the oldest of the three calls will be automatically saved and will be removed from the view.
  • There can only be a maximum of 3 ended calls and 1 active call in the call log at a time.
  • You can navigate between the ended and active calls at any time. If you are engaged in an active call while you have other calls in the ended state, the Zoom Phone App will default to the active call.