An inbound call arrives in Salesforce as a Lead your rules can route
The path is our webhook into Zapier, then Salesforce's own Zapier app. Both the webhook catch and the Salesforce app sit on paid Zapier plans. Your admin will want the detail on this page.
Caller
“Your name came up from a supplier of ours. We're replacing a fleet maintenance system next quarter and I want to understand what's involved.”
What happened next
- Captured the caller, their company and the supplier who referred them
- Recorded the quarter they plan to buy in and the system being replaced
- Created a Salesforce Lead through Zapier, with LeadSource set to Phone
How GreetKeeper connects to Salesforce
Three states, and we publish the one that is true rather than the one that reads best.
| Tool | How it connects | What that means |
|---|---|---|
| Salesforce | Through Zapier |
What Salesforce is, and what its Zapier app can do
Salesforce is the enterprise CRM, and it is configured rather than used out of the box. Objects, required fields, validation rules and assignment rules differ at every company running it.
That configuration is the real subject of this page. A Zap that works at one firm fails at another, because a required custom field rejects the record.
The Salesforce Zapier app creates and updates Leads, Contacts, Accounts, Opportunities and Tasks, and can look records up. For inbound calls, a Lead or a Task on an existing record covers almost every setup.
Where the call actually lands
A Lead for a stranger, a Task for someone you already know. Your admin decides which.
An unknown caller usually becomes a Lead. GreetKeeper sends the name, phone, company and the answers to your qualifying questions, and the Zap maps them to standard and custom fields. Set LeadSource so this channel is visible in reporting.
If the caller matches an existing Contact, a Task on that record is the better outcome. It keeps the account history in one place and stops a Lead appearing for a customer you already sell to.
Your assignment rules still run. Salesforce decides ownership from the record the Zap created, so callers reach the right rep without GreetKeeper knowing anything about your territories.
What your admin needs to do
This one is worth planning with whoever owns your Salesforce org.
List the required fields on Lead
Every required custom field must be filled by the Zap or the record is rejected. Get the list from your admin first. This is the step that breaks most Salesforce Zaps.
Set up the hook and authorize Salesforce
Open the Zap with Webhooks by Zapier, choose Catch Hook, and paste its address into GreetKeeper. Then authorize Salesforce with an integration user rather than a person's login, so the Zap survives someone leaving. Zapier lists both as premium apps, which means a paid Zapier plan.
Decide Lead, Task, or both by lookup
Add a Salesforce find step for the caller's phone number. Found means a Task on the existing record. Not found means a new Lead.
Set LeadSource and place a test call
Tag the source as phone so reporting can separate it. Then call your own number, and check the Lead appears, routes correctly and passes validation.
What this connection does not do
Questions about Salesforce and GreetKeeper
Lead or Contact for an inbound caller?
Lead for a stranger, and a Task on the Contact for someone you already know. A lookup step on the phone number in the Zap decides which branch runs.
Will our assignment rules still route the record?
Yes. Salesforce runs its own rules on the record the Zap creates, so ownership and queues behave as usual. GreetKeeper does not need to know your territory model.
What breaks this connection most often?
A change inside Salesforce. Required fields, validation rules and picklist edits all reject records the Zap used to create. Whoever administers the org needs to know the Zap exists.
Is there a GreetKeeper package or Zapier app our admin installs?
No, neither exists yet. Your admin points GreetKeeper's webhook at a Catch Hook in Zapier. That trigger and the Salesforce app are both premium in Zapier, so the account needs a paid plan.
Bring your Lead field list
We will map a call against it live. Two minutes, no card.