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Salesforce

Connect Salesforce so your AI agent automatically saves customer information, manages leads, and logs call activities.

What It Does

  • Finds existing contacts — When someone calls, Akol looks them up in Salesforce by phone number
  • Creates new leads — If the caller isn’t in your system, Akol can create a new lead
  • Logs call activities — Every call is saved as an activity on the contact or lead record
  • Syncs call details — Duration, summary, outcome, and recording link

How to Connect

Open Integrations

Go to Dashboard > Integrations and find Salesforce.

Click Connect

Click the Connect button. You’ll be redirected to Salesforce’s login page.

Sign In

Sign in with your Salesforce credentials.

Grant Access

Allow Akol to access your Salesforce data.

You’re Connected

You’ll be redirected back to Akol. The integration is now active.

Connecting Salesforce

Your Salesforce edition must include API access. Enterprise and Developer editions include this. Professional edition may require an add-on.

What Happens After a Call

When a call ends, Akol automatically:

  1. Searches for the caller — checks Contacts first, then Leads, by phone number
  2. Creates a new lead (optional) — if no record is found
  3. Logs a call activity — on the Contact or Lead record with call details

The activity includes:

  • Call direction (inbound or outbound)
  • Duration
  • Summary of the conversation
  • Outcome (appointment booked, message taken, etc.)

Settings

  1. Go to Dashboard > Integrations > Salesforce
  2. Click Settings
SettingWhat It DoesDefault
Create leadsCreate a new Lead if no record is foundOn
Log callsSave call details as activitiesOn
Update existingUpdate contact/lead info with new dataOn

Troubleshooting

Records Not Being Created

  1. Make sure Create leads is turned on in settings
  2. Verify your Salesforce user has permission to create records
  3. Check if the caller already exists (search by phone in Salesforce)

Call Activities Not Showing

  1. Check that Log calls is turned on
  2. In Salesforce, go to the contact/lead and check the Activity History
  3. Try disconnecting and reconnecting

Connection Stopped Working

  1. Go to Dashboard > Integrations > Salesforce
  2. Click Disconnect
  3. Click Connect again and sign in to Salesforce

Wrong Salesforce Account

  1. Disconnect the integration in Akol
  2. Sign out of Salesforce in your browser
  3. Reconnect and sign in with the correct account

Tips

  1. Check your edition — Make sure your Salesforce plan includes API access
  2. Review activities — Check Salesforce regularly to see call logs from Akol
  3. Set up automation — Use Salesforce Process Builder to create follow-up tasks automatically
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