Salesforce

See Salesforce contact details right inside the conversation

Install

About this App

Connect Salesforce to SparrowDesk and agents see a contact’s Salesforce details inside the conversation, without switching tools. SparrowDesk looks up the contact using their Salesforce contact ID, or their email if no ID is available. If the contact doesn’t exist in Salesforce yet, agents can create one from SparrowDesk.

It works the other way too. Turn on Sync Contacts to Salesforce and new and updated SparrowDesk contacts are pushed to Salesforce automatically. Turn on conversation sync and closed conversations are added to the contact record as notes, so sales and CS teams see the support history.

With Salesforce connected, your team can:

  • See a contact’s name, account, title and owner in the conversation and on the contact profile
  • Create a Salesforce contact from SparrowDesk when no match exists
  • Sync new and updated SparrowDesk contacts to Salesforce, with the fields you map
  • Add closed conversations to the matching Salesforce contact with the full transcript
  • Open the full contact record in Salesforce with View in Salesforce

Good to know:

  • The integration works with Salesforce Contacts. Lookups, created records and synced notes all use the Contact object, not the Lead object.
  • Each sync has its own toggle. Turn on contact sync, conversation sync, or both. The Salesforce panel works whether or not either is on.
  • Conversation sync starts from the day you turn it on. Earlier conversations aren’t synced. A conversation with no matching Salesforce contact when it closes isn’t synced later, even if a match is added.
  • One record per conversation. If a conversation is reopened and closed again, SparrowDesk updates the same record with the full transcript.
  • Every channel syncs the same way. Conversations from WhatsApp, Facebook Messenger and Instagram sync to the contact like email and chat conversations do.
  • The panel is visible to members with App store access. The Agent role doesn’t have this by default.
  • Disconnecting keeps your data. Contacts and notes already created in Salesforce stay there.

How to enable this integration?

You’ll need admin access in SparrowDesk, a Salesforce account with permission to authorise external apps, and access to the contacts you want synced. API access must be enabled on your Salesforce edition: Enterprise, Unlimited and Developer editions include it, and Professional needs the API add-on.

  1. Sign in to Salesforce as an administrator and open the SparrowDesk package installation link from the Salesforce page in the SparrowDesk App store
  2. Select Install for All Users, approve access for the SparrowDesk connected app if prompted, and click Install
  3. Confirm SparrowDesk appears under Setup → Installed Packages in Salesforce
  4. In SparrowDesk, go to Settings → Apps, find Salesforce and click Connect Salesforce
  5. Sign in with your Salesforce account and click Allow
  6. On the Setup tab, turn on contact sync and map your fields, turn on conversation sync, or both

The managed package adds the connected app for you, so you don’t create one or copy a client ID and secret yourself. Install the package in the same org you connect.

Key features and benefits

CRM context in the conversation. A contact’s name, account, title and owner show in the conversation sidebar, on the contact profile and in the contact side panel, so agents get CRM context without switching tools.

Create missing contacts from SparrowDesk. If no Salesforce record matches, agents click Create contact in Salesforce. The contact is created right away, and the sidebar refreshes to show it.

Contact sync with your own field mapping. Map each SparrowDesk field to its Salesforce field. Map UTM fields too, and your sales team gets lead source context on the contact record without anyone copying it over.

Support history on the CRM record. Closed conversations go to the matching Salesforce contact with the full transcript and a link back to the conversation in SparrowDesk.

Production or sandbox. SparrowDesk connects to your production org by default. Choose the sandbox login option on the Salesforce sign-in screen to connect a sandbox instead.

Get started

Follow the step-by-step guide to connect your Salesforce account.

Open Salesforce setup guide