When an agent makes or receives a new call, Salesforce doesn't start auto linking until the agent clicks to open a new record. This is because the record in focus may relate to a previous call and not to this one. The following scenarios describe what happens when an agent receives or makes a call: - When a new call comes in, if a matching record is found, Salesforce pops it and links the call to that record. The call is linked to the record using the default popping and linking behavior configured for your account — not using auto-linking.
- When a new call comes in, if no matching record is found and therefore no record is popped, Salesforce will not auto-link the call. The record in focus may relate to a previous call and not be related to this one.
- When an agent makes an outbound call using Click to dial from a record, Salesforce links the call to that record. The call is linked using default Click to dial linking — not auto-linking. The same applies if the agent makes the outbound call using Connect.
- When an agent makes a call by dialing a number in ContactPad rather than from the record in focus, Salesforce will not auto-link the call. The record in focus may relate to a previous call and not be related to this one.
Log a Call can auto link to only one record at a time, using either the Name field or Related To field depending on the type of record in focus. Auto linking is not compatible with Connect. If you are using Connect, you should not enable the Auto Link Focus Object setting. |