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How do I integrate with Salesforce?

Connect your Salesforce CRM to import contacts and sync message notes

Integrating with Salesforce lets you import your contacts into MyRepChat, and lets MyRepChat add notes to your contacts' profiles in Salesforce.

See How Do I Import Contacts From My CRM? for general CRM integration features and behavior that apply across providers.

How Do I Set Up the Integration?

  1. Go to Settings > Integrations > Connect to CRM.

  2. Under Select a CRM, click Salesforce. The Configure: Salesforce section opens

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  3. Choose your settings. To learn what each one does, see What Do the Salesforce Settings Mean? below.

  4. If your company uses a custom Salesforce domain, enter it in Custom Domain. Otherwise, leave it blank.

  5. Click Connect To Salesforce. You'll be redirected to the Salesforce login page.

  6. Log in and accept MyRepChat's access to your Salesforce data. We request "offline" access so we can send notes to Salesforce. You'll be redirected back to MyRepChat.

  7. Make sure the Integration is toggle is set to ON.

  8. Click Save

  9. Click Test to check the connection.

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What Do the Salesforce Settings Mean?

  • Include Due Date in Activities: adds a due date to the activity, so you can track tasks and completion in Salesforce.

  • Include MMS as Attachments: adds a link to your MMS messages in Salesforce. The link is a reference to the message, but you may not be able to open it from Salesforce.

  • Send Messages to CRM: choose whether your text messages sync to Salesforce in real time, daily, or never. Daily is selected by default.

  • Note Location: choose where your messages are saved in Salesforce: Activity – Task, Activity – Call, Activity – Email, or Notes. Activity – Call is selected by default.

  • Modify Contact in CRM: choose whether MyRepChat can make changes to your contacts in Salesforce.

    • Update CRM Contacts: when you change an imported contact's name, number, or email in MyRepChat, the linked contact in Salesforce is updated too.

    • Create CRM Contacts: creates a contact in Salesforce for every new conversation, call, or text from an unknown number. 

We recommend leaving Create CRM Contacts off. Otherwise, spam, cold calls, and wrong numbers can add unwanted contacts to your CRM.

What If I Log In to Salesforce Through a Portal (SAML)?

If you use a portal login (SAML) instead of a username and password, contact your Group Administrator. They'll need to configure a custom Host that points to your portal's login.

What Is Salesforce's Search Behavior?

Each CRM has different search behavior and limitations. For Salesforce specifically:

  • Phone searches check the Mobile Phone, Phone, Assistant Phone, Home Phone, Fax, and Other Phone fields.

  • Phone searches use a "contains" match, so searching just the last 4 digits of a number will still find it.

  • Since Salesforce stores phone numbers exactly as entered, with no normalized search option, MyRepChat tries several formats automatically:

    • For a full 10-digit search: xxxyyyzzzz (no punctuation, the preferred format, matching how Salesforce displays it), xxx-yyy-zzzz, or (xxx)yyy-zzzz.

    • For a partial search: xxxyyyy, xxx-yyyy, or xxx.yyyy.

    • Whatever format you type is also tried as is. If a number was saved in an unusual format, searching using that exact format will still find it.

  • Name searches with no space check whether your entry appears anywhere in the first or last name fields.

  • Name searches with a space check the first name before the space and the last name after it.

  • Search covers both Contacts and Leads (if Leads are enabled).

  • MyRepChat's group search checks Salesforce Campaigns rather than Chatter Groups. MyRepChat groups work more like distribution lists than group chats, and campaigns are the closer match, even though Salesforce offers several other grouping options.