HELP FILE

How do I integrate with Salesforce Lightning?

Integrate your phone system with Salesforce Lightning.

Install the Integration from AppExchange

  1. From Salesforce Lightning, go to Setup Home > Visit AppExchange and then click Get Started.
  2. Search for "gotoconnect".
  3. Click Components and then select GoToConnect for Salesforce.
  4. Click Get It Now in the bottom right corner.
  5. In the new window, click Open Login Screen.

    Note: Make sure your popup blocker is disabled.

  6. Click Allow to allow GoToConnect to access your Salesforce account.
  7. Click Install Here under Install in This Org and then click Confirm and Install.

    Important: The integration won’t work if you select Install in Sandbox.

  8. Choose the desired group of users and then click Install.
  9. Create a picklist of custom call dispositions for your organization.

Configure the integration in your Salesforce Account

  1. Go to Feature Settings > Sales > Notes Settings and then click Enable Notes.

    Saved notes and notes about calls will be displayed on a list that by default is not displayed in contacts. To change the list to be displayed, follow these instructions:

    1. From Setup, choose the Object Manager menu from the top of the screen.
    2. Select Contact from the left sidebar and then choose Page Layouts.
    3. Select your layout from the menu (contact layout is the default) and then click Related Lists.
    4. Drag and drop Notes into the Related Lists panel.
    5. Click Save.
  2. Download the configuration file.
  3. Go to Feature Settings > Service > Call Center > Call Centers and click Import to import the downloaded file.
  4. In the details of the imported call center, click Manage Call Center Users to add users to it.
  5. To add the softphone to your Salesforce Lightning app, go to Setup > Apps > App Manager.
  6. Select the Lightning app (e.g. Sales app) that needs the GoToConnect app and then click Edit.
  7. Go to the Utility Items tab and then click Add Utility Item.
  8. Search for Open CTI Softphone and then click Save at the bottom of the page.
  9. Navigate to Sales and refresh your browser.

    When you first login, your browser might be blocking the authentication popup. Make sure you allow popups from Salesforce.

What to do next: If you receive the "Blocked by Content Security Policy" error when using the phone function in Salesforce, please see the instructions in the Salesforce community.

Troubleshooting

About this task: If you received an error, follow these steps to resolve the issue.
  1. Go to Setup > Custom Code > Visualforce Pages.
  2. Click CTI Adapter Page.
  3. Copy the full name of the JivePhone page (e.g., jif6QH2I3t7Mptz__JivePhone).
  4. Go to Setup > Feature Settings > Service > Call Center > Call Centers.
  5. Edit the GoToConnect Salesforce CTI.
  6. Paste the full name of the JivePhone page in CTI Adapter URL.
  7. Click Save.
What to do next: When you initiate a call from the app, it first sends the call to your desk phone or GoToConnect (the app must be open), waits for you to pick it up, and then finally completes the call to the outbound number.