1. Open Abby Settings
Expand the Settings menu in your Abby portal.
Click Integrations.
2. Select Salesforce
Find Salesforce in the integrations list.
Click Connect.
A pop-up will open asking you to log into your Salesforce account and grant Abby permissions. Approve access to complete the connection.
3. Choose Default Salesforce Settings
Once connected, you’ll be asked to set how Abby should handle new and existing records.
a. Object Type
Choose whether new messages and calls should create a Contact or a Lead.
b. Matching Rule
Select how Abby should match callers to existing Salesforce records:
Email only
Abby will look for a contact with a matching email address. If none is found, a new contact may be created.
Email or Phone
If you select Email or Phone, Abby will search by email first. If no match is found, it will try by phone number. If neither exists, it may create a new contact.
c. Update Fields
Choose which fields Abby can update if they are blank on a matching record:
First name
Last name
Phone
Email
4. Select Call Data to Log
Abby can push call details into Salesforce so your team sees the full context of every conversation.
Incoming Calls
Pick which fields you’d like logged in the Events section:
Start time
End time
Caller name
Caller number
Transfer to name
Transfer to number
Call transcription
Call summary
Call sentiment
Message body
Outgoing Calls
(If you have human receptionists making outbound calls or use the Scheduling Assistant add-on.)
Choose which fields to include:
Start time
End time
Number dialed
Caller number
Transfer to name
Transfer to number
Message body
Click Save when done.
5. Set Call Type Rules
You may not want every call to create or update records in Salesforce. Abby lets you decide by call type.
For Human Receptionists
Expand the Account menu.
Click Message Form.
Select a call type (e.g., New Client, Current Client, Billing).
On the right side, toggle the Salesforce integration on.
Choose whether to:
Log incoming and/or outgoing calls.
Add and/or update contacts for this call type.
Click Save.
For AI Receptionists
Expand the AI Receptionist Flow menu.
Click AI Receptionist Call Handling.
Select the call type you want integrated.
Click Edit.
In the interaction options, toggle the Salesforce integration on.
Choose whether to:
Log incoming and/or outgoing calls.
Add and/or update contacts for this call type.
Click Save.
✅ That’s It!
Your Abby account is now connected to Salesforce. From here, every relevant call and message will flow into your CRM, giving you better visibility into leads, clients, and ongoing conversations.
💡 Pro Tips
Test it fast: Place a quick call to your Abby number to confirm the integration is logging events correctly in Salesforce.
Combine with reporting: Use Salesforce reports and dashboards to measure how many leads or contacts Abby is capturing for you.