The MultiLine for Salesforce utility allows you to use MultiLine inside of Salesforce CRM.
With this integration, you can:
- Use your MultiLine number to make and receive calls with the Salesforce dialer
- Use your MultiLine number to exchange text messages with the messaging utility
- Save time and prevent human error by automatically tracking all communications with your customer
- Easily add notes to any call, during or after
You can use this integration seamlessly alongside the MultiLine mobile and desktop apps. See below tables for list of features and compatibilities.
MultiLine for Salesforce Utility
MultiLine for Salesforce Features
Seamless Integration between Salesforce and MultiLine app
· Calls made from Salesforce are NOT synched on MultiLine app.
Supports Salesforce Lightning
Integrated with Salesforce Lightning component for enhanced user experience. Available on Salesforce Professional, Enterprise and Unlimited Editions.
Supports Salesforce Cloud
Sales Cloud, Service Cloud, Financial Service Cloud etc.
Click to Text
With MultiLine subscription plan, users can send / receive text messages from the MultiLine for Salesforce application. The roll up summary (history) of the messages exchanged with a given Account, Contact or Lead will be available in the Related List View for MultiLine. The messages exchanged on a given day will be grouped together in a record and there will be individual records for each day a communication was made through messages.
Click to Call
With MultiLine subscription plan, users can make / receive call within Salesforce using the MultiLine for Salesforce application. The details of these calls are available as Tasks and clicking on Tasks will take the user to the Call Details page.
Automatic Call Logging
Notes can be added to the ongoing calls and they can be viewed or updated anytime later. Calls with notes have notes indicator in the call log.
Out of office setting allows the user to configure an automated message that is sent as a reply to all text messages received during the out of office time period. This can be set from the settings icon available in the top right corner of the MultiLine for Salesforce app.
Quick text templates
Quick text templates defined using Salesforce out-of-the box functionality can be leveraged in while messaging. To access the templates, user needs to click on the template icon available on the messaging screen.
Standard Salesforce reporting tool can be used to generate the MultiLine for Salesforce related reports on calls and messages.
MultiLine Features Supported
Call Handling functionality
Simultaneous and Sequential call handling can be configured from the MultiLine App.
Unwanted numbers can be blocked from the MultiLine app.
International calls can be made with MultiLine subscription plan.
SMS Opt-in Compliant
With the MultiLine subscription, SMS opt-in compliance can be enforced. Contact/lead need to provide their consent exchanging messages with the Salesforce users.
SMS Redaction Compliant
With the MultiLine subscription, SMS redaction compliance can be enforced. Any sensitive information contained in the text message is redacted before sending it to the recipient.
SMS and Call Recording
With MultiLine Subscription, all the text and calls made from Salesforce can be recorded. The recordings are available in the MultiLine Admin Portal and / or through the platform’s integration with customer’s archival system.
Enforces E911 compliance by disabling outgoing calling functionality until emergency address information is provided.
Currently only Chrome browser is supported. MultiLine utility may not function correctly if accessed from any other browsers.
Group messages capability
Cannot send / receive Group messages. All the incoming group messages will appear as an individual message. If the group message is sent to, for example, 2 contacts from MultiLine app on the device, in MultiLine for Salesforce there will be 2 records; one for each contact. Each contact will show the outgoing message sent by the Salesforce user to the Contacts.
Picture messages capability
Cannot send / receive Picture messages. User will receive automated message “Unsupported multimedia” for all the incoming picture message.
User will get the notification of the Voicemail delivery inside MultiLine for Salesforce recent messages screen. To listen to the voicemail