Salesforce Sales Cloud: Installation Guide

Install the Invoca Enterprise package, authenticate the connect app, and configure matching, field mapping, and conversion reporting in Salesforce.

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Before you begin

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Step 1: In Salesforce, install the app

1. Log in to Salesforce and open the Invoca AppExchange listing.
2. Click Get It Now, choose your environment (log in with production credentials regardless, then choose sandbox or production), and click Confirm and Install.
3. Choose which users or profiles should have access.
4. Check “Yes, grant access to these third-party web sites,” then click Continue. You’ll get an email when installation completes.
5. Optionally customize the Invoca Call Log layout: in Classic, open a Call Log record and click “Edit Layout”; in Lightning, go to Setup > Object Manager > Invoca Call Log > Page Layout > Edit. Drag and drop fields, then Save.
6. Optionally add a Related List linking the Invoca Call Log from Lead, Account, Contact, Case, or Opportunity records — edit that object’s layout, click “Related Lists,” and drag “Invoca Call Log” into place.
7. Optionally configure the Invoca Console, a widget showing in-progress and recently completed calls (not a softphone or CTI adapter, and not required for the integration to function):
   • Classic: Setup > Home Page Layouts > Edit the layout, check “Invoca Console” under Narrow Components, order it near the top, click Save & Assign, and confirm the layout is assigned to the right profile(s). Profiles using the Console need Read access to “Push Topics.”
   • Lightning: click the App Launcher and select “Invoca Enterprise for Lightning” — the Console appears automatically in the utility bar. Requires My Domain to be set up.
8. If you enabled the Console, review its default settings under the Invoca Admin tab (or the “Optional: Configure Invoca Console” section in versions 5.5 and below): optionally check “Pop Invoca Console for every Call,” and adjust how many in-progress/completed calls display. Click Save.

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Step 2: In Invoca, authenticate and configure the connect app

1. Log in to Invoca at the account level (Network, Profile, or both) where you’ll enable the integration.
2. Go to Integrations > Manage Integrations, click the Salesforce Sales Cloud tile, and click Integrate.
3. If you haven’t installed the Salesforce app yet, click “Install App” and complete Step 1 first.
4. Select your domain — choose Custom Domain if your org has My Domain enabled with a Login Policy that blocks logins from login.salesforce.com (enter the Classic-style URL, like https://[subdomain].my.salesforce.com, not the Lightning-style one). Otherwise choose “Salesforce” or “Salesforce Sandbox” to match your earlier decision.
5. If not already logged in, you’ll be prompted to log in with your Authenticating User’s credentials. This user becomes the “Created by” (and “Last Modified By,” if field mapping is enabled) user for all Invoca-generated records. If authentication errors occur, check with your Salesforce admin about IP address restrictions — Invoca’s IPs are listed in the pre-installation checklist.
6. Once authenticated, review the connect app settings: optionally restrict to Specify Campaigns, and choose when call data sends to Salesforce — “upon call start” (faster, more API calls, useful if agents need data mid-call) or “only upon call finish” (better if agents manually create Leads/Contacts during the call).
7. Select which app version you have installed (most customers leave this at “3.x and higher”).

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Step 3: In Salesforce, configure the Invoca Admin settings

• Call Duration Filter — set a minimum call duration to report into Salesforce (only applies if you chose “upon call finish” delivery).
• Matching Logic — select which objects to match against using Phone-type fields and Caller ID (most recently modified wins on multiple matches; Opportunities fall back to matching via Account). Deselect all objects if you want Invoca to only create the Call Log, for custom Flow/Apex-based matching. To customize matching, check “Enable/Customize field matching,” map an Invoca parameter to a Salesforce field (one custom rule per object), and choose whether to fall back to the default Caller ID match if no custom match is found.
• Matchback Window — sets how far back Invoca searches for a matching Call Log when a new standard object record is created; only applies to objects selected for matching, and won’t override an existing match.
• Auto Create Leads — choose whether Invoca creates a new Lead when no match is found on Call Log creation, and set default field values (Lead Source, Rating, Campaign ID, etc.) — Call Data Field Mapping overrides these if configured.
• Field Mapping — map Invoca data to up to 50 Lead or Contact text fields, populated on initial match. In 5.6+, optionally enable mapping on Call Log updates too, for data only available post-call (like duration or recording URL).
• Send Data from Salesforce to Invoca — reports a Signal when a Lead reaches a selected Status or an Opportunity reaches a selected Stage, optionally passing Salesforce field values as Revenue or Custom Data (Custom Data fields must already exist in Invoca). In versions below 5.6, hold Command/Control to multi-select Statuses/Stages. In v5.8+, choose your Invoca Region (default North America; select EU if you use the Invoca EU platform).

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Where to go next