Activating Call Recording for Salesforce Integration

✅ Video Summary

This training video explains how to get your PhoneBurner® call recordings automatically logged as links in Salesforce activity records. It walks you through how to configure Salesforce and PhoneBurner so that each call recording is associated with the relevant activity created during a dial session. Here’s a step-by-step summary:

1. Create or Identify a Field in Salesforce

• In Salesforce, click the gear icon and go to Setup.

• Go to Object Manager > Activity > Fields & Relationships.

• If there’s no existing field to store the recording link, create one.

  • Recommended field type: URL, so that Salesforce generates a clickable link.

  • A Text field also works, but won’t be clickable.

• Copy the API name of the chosen field for use in PhoneBurner.

2. Configure Salesforce Integration in PhoneBurner

• In PhoneBurner, click on your initials in the top right, then go to Settings > Integration Settings.

• Click on Salesforce, then scroll down to the Call Recording section.

• Paste the API name of the field where you want the call recording link to be stored.

• Click Save, and the page will refresh showing the field now linked to PhoneBurner.

3. Enable Call Recording in PhoneBurner

• From the Dial Session Settings, click on Call Recording.

• Enable the feature and agree to the terms and conditions.

• This activates call recording across the account.

4. Manage Team-Level Call Recording Permissions

• Go to the Team tab > My Team.

• Edit any team member to:

  • Enable or disable their ability to record calls.

  • Allow them to delete recordings or manage call recordings.

Once everything is set, PhoneBurner will automatically insert clickable links to recorded calls into the corresponding Salesforce activity record, helping maintain a clear and accessible history of each interaction.

🏷️ Tags

Salesforce integration, call recording setup, activity logging, CRM automation, clickable recording links, Salesforce URL field, PhoneBurner setup, sales call tracking, team call management, PhoneBurner and Salesforce

📝 Cleaned-Up Transcript

[Music]

Hello there, and thank you for taking a moment to watch this video. In this training, I want to talk to you about call recording—specifically, how to get the call recordings you make using PhoneBurner® to show up in the activity records within Salesforce.

It’s a very simple process, so let’s jump in.

Step 1: Add a Field to the Activity Object in Salesforce

First, we need to make sure that the Activity object in Salesforce has a field where we can store the recording link.

• Click on the gear icon in the top-right corner and select Setup.

• From Setup, go to the Object Manager.

• Search for and click on Activity.

• Then select Fields & Relationships.

If you don’t already have a field to store these links, you’ll need to create a new one. While I won’t walk you through the entire field creation process (it’s fairly straightforward), I do want to highlight something important:

We don’t necessarily care what type of field it is, but you might. Salesforce offers a URL field type, and that’s what I recommend. A text field will also work, but if you want the link to be clickable, make sure to use a URL field.

Once you’ve either created or identified the field, copy the API name of that field.

Step 2: Set the Field in PhoneBurner

Now, switch over to PhoneBurner.

• Click on your initials in the upper-right corner.

• Go to Settings, then click on Integration Settings.

• Choose Salesforce.

Scroll down until you see the Call Recording section. This is where we’ll paste the API name of the Salesforce field where we want to store the recording links.

Once you paste the field name in, click Save. The page will refresh, and if you scroll back down, you’ll see the PB Call Recording field name now listed among your other integrated fields.

Step 3: Enable Call Recording in PhoneBurner

Next, we need to ensure that call recording is activated in PhoneBurner.

• Go to the Dial Session Settings at the top of your settings menu.

• Click on the Call Recording option.

Here, you’ll have the ability to enable call recording for your account. You’ll need to agree to some terms and conditions. Once you’ve done that, the call recording feature will be active for your account and your team.

Step 4: Configure Team Permissions (Optional)

If you don’t want to enable call recording for every team member:

• Click on the Team tab.

• Go to My Team, and edit any individual team member.

From there, you can:

• Allow or deny their ability to record calls.

• Grant permission to delete or manage recordings as needed.

And that’s it! You’ve now successfully configured PhoneBurner so that all call recordings are linked to Salesforce activities, making it easy to track and review conversations right inside your CRM.

Thanks again for watching, and happy dialing!

[Music]