Salesforce Navigation

This guide covers how the phone integration navigates in sync with Salesforce. Whether your organization focuses on Contacts, Accounts, or Leads, the navigation behavior remains consistent across these setups.

This video covers the features, but there is also a written guide below

Video

Guide

This guide covers how the phone integration navigates in sync with Salesforce. Whether your organization focuses on Contacts, Accounts, or Leads, the navigation behavior remains consistent across these setups.

1. Basic Navigation Behavior

The phone application is designed to "follow" your navigation within Salesforce, provided the phone is in the correct state.

  • Default State: When you open the phone, you start at the standard bottom screen (e.g., the Contacts list).
  • Syncing Records: If you click on a record in Salesforce (e.g., a specific Contact), the phone will automatically open that same record.
  • Switching Records: If you navigate to a different record in Salesforce, the phone will update to reflect the new record immediately.

2. Understanding the Phone's Navigation Stack

The phone app maintains its own history "stack" as you navigate.

  • The Back Button: Pressing the Back button within the phone application brings you up one level in the stack (e.g., from a specific contact profile back to the main Contacts list).
  • Deep Navigation: If you click into multiple records consecutively, you may need to click Back multiple times to return to the initial top-level screen.

3. When the Phone Follows You (Sync Rules)

The phone will only automatically update to match your Salesforce screen under specific conditions.

The "Follow" Scenarios

The phone will follow your Salesforce navigation if:

  1. No specific tab in the phone is active/lit up orange.
  2. The Contacts (or main list) tab is active/lit up orange.

The "Locked" Scenarios (Texting)

The phone will not follow your Salesforce navigation if you are actively viewing a text conversation.

  • Scenario: If you are in the Texts tab or inside a specific text thread, moving around in Salesforce will not change the phone's screen.
  • Why? This prevents the phone from jumping away from an active conversation while you look up information on other pages.
  • How to Re-sync: To make the phone follow you again, you must navigate back to the Contacts tab within the phone app.

4. Best Practices for Initialization

Getting the phone to recognize your location when you first log in or after a refresh requires specific steps.

⚠️ Important: Avoid refreshing your browser whenever possible. A refresh resets the navigation events, effectively starting you from the beginning.

Troubleshooting Sync Issues: If the phone is not picking up the record you are viewing:

  1. Do not refresh.
  2. Navigate to a different contact or record in Salesforce.
  3. Navigate back to your intended record. This forces a new navigation event that "wakes up" the phone.

Pro Tip: Pinning a Test Record It is recommended to pin a specific record (such as your own Contact record) in Salesforce.

  • This gives you a consistent "Home" tab.
  • If sync stops, simply click your pinned tab to kick off a fresh navigation event immediately.

5. Call Handling and Dispositions

Placing and Managing Calls

  • Outbound Calls: You can click-to-dial from Salesforce or dial from inside the phone app. (Dialing from inside the app is generally faster).
  • Multitasking: Once a call connects, you can dismiss the active call screen to look at other Salesforce pages.
  • Returning to Call Controls: To mute, transfer, or use the keypad, navigate back to the Active Calls tab in the phone app.

Post-Call Notes (Disposition)

When you end a call, a Notes/Disposition pad will appear.

  • One Chance: You have exactly one opportunity to enter your notes and disposition immediately after the call.
  • Saving vs. Skipping:
    • Save: Commits the notes to Salesforce immediately.
    • Skip: Closes the screen without saving. You can update this later via the "Calls List," but it is best practice to do it immediately to avoid losing context.