Make it easier for your reps to identify callers. When a customer dials in, use the caller phone number to create an End User record so that reps always know who’s calling, even for abandoned or missed calls. You can create or reuse the same End User record regardless of which number the caller dialed.
Required Editions
This article applies to:
- Salesforce Voice with Amazon Connect
- Salesforce Voice with Partner Telephony
- Salesforce Voice with Partner Telephony from Amazon Connect
| View supported editions. |
| User Permissions Needed | |
|---|---|
| To view the Amazon Contact Centers page: |
Customize Application AND Manage Call Centers OR Salesforce Voice Delegated Contact Center Admin |
| To create and manage a contact center: |
Salesforce Voice Contact Center Admin OR Salesforce Voice Delegated Contact Center Admin |
| To view the Partner Telephony Contact Centers page: |
Customize Application AND Manage Call Centers OR Salesforce Voice Delegated Contact Center Admin |
| To create and manage a contact center: |
Salesforce Voice Contact Center Admin (Partner Telephony) OR Salesforce Voice Delegated Contact Center Admin |
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Match callers to End User records. You can later use Flow Builder to link the End User
record to a Contact.
- From Setup, in the Quick Find box, enter Amazon Setup or Parter Telephony Setup, depending on your telephony provider, and then select Amazon Setup or Partner Telephony Setup.
- Turn on Match Callers to End User Records
-
Choose whether to override your phone channel number settings. When a caller dials in, an
End User record is created or reused based only on the number they called from (and not the
number dialed). Outbound calls aren’t affected and use the default phone channel.
