1. Open Abby Settings
Log into your Abby Connect portal
Open Settings > Integrations
Find Salesforce and click Connect
A Salesforce login window will appear. Log in and approve access for Abby Connect. Once approved, your account is linked.
2. Configure Salesforce Settings
After connecting, you'll set how Abby creates records, updates them, and logs call data.
A. Field Mapping
Abby supports dynamic call-detail mapping, allowing you to push specific pieces of call data into any matching Salesforce field.
How it works
Each call detail (e.g., Caller Name, Caller Number, Email, Call Start Time, Call End Time, etc.) has a field type (text, phone, email, datetime).
When you select a call detail to map, the field picker in Salesforce will only show fields that match that data type.
Examples
Caller First Name → text fields
(e.g., FirstName, LastName, Location, CustomTextField__c)End Time → datetime fields
(e.g., Event:EndDateTime, CustomDatetime__c)
This ensures clean data mapping and prevents type-mismatch errors.
B. Lead Source
Choose the Salesforce Lead Source value Abby should assign when creating new leads.
The dropdown displays every Lead Source currently active in your Salesforce instance.
Want a custom value like “Abby”?
Add it in Salesforce first—Abby will pull it into the dropdown automatically.
C. How Abby Matches Contacts
Choose how Abby should identify whether the caller already exists in Salesforce:
Email Only
Searches by email only.
If no match is found → Abby may create a new record.
Email or Phone
Tries to match by email.
If no email match → tries matching by phone number.
If neither match → Abby may create a new record.
D. Contact Fields Abby Can Update
Choose which fields Abby can update if they are blank on a matching record:
First name
Last name
Phone
Email
Abby Company Name Updating
Abby will update Company Name field on new or existing leads/contacts.
Here’s how it works:
If the caller provides a company name
Abby will update the Company field with it.If no company name is provided
Abby will fill the Company field to the caller’s First Name & Last Name (Salesforce requires Company for Leads).If you want Abby to reliably capture Company Name
You must collect it during the call:For Human Receptionists:
Add a “Company Name” field to your Message Form questions for relevant call types.For the AI Receptionist:
Add a “Company Name” question within your AI Call Handling diagram for the call types you want Salesforce to update.
This ensures Salesforce always receives accurate business information, not placeholder data.
E. Select Call Data to Log
Decide which call details Abby should send to Salesforce Events.
Incoming Calls
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)
Start time
End time
Number dialed
Caller number
Transfer to name
Transfer to number
Message body
Click Save when done.
3. Set Salesforce Rules by Call Type
Not every call needs to create or update Salesforce records. Configure those rules per call type.
For Human Receptionists
Go to Account > Message Form
Select a call type (e.g., New Client, Current Client, Billing).
On the right side, toggle the Salesforce integration on.
Choose:
Object to Create (i.e. New Clients = Lead, Existing Clients = Contact)
Whether to log incoming/outgoing calls
Whether Abby should add/update contacts
Click Save.
For AI Receptionists
Go to AI Receptionist Flow > AI Receptionist Call Handling > Advanced Settings
Select the call type you want integrated.
Click Edit.
In the interaction options, toggle the Salesforce integration on.
Choose:
Object to Create (i.e. New Clients = Lead, Existing Clients = Contact)
Whether to log incoming/outgoing calls
Whether Abby should add/update contacts
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 Tip
Test it fast: Place a quick call to your Abby number to confirm the integration is logging events correctly in Salesforce.
🎥 Demo Videos
See the integration in action:
AI Receptionist + Salesforce
Watch how Abby’s AI creates new leads automatically.
Human Receptionist + Salesforce
See how your live receptionist team seamlessly syncs new client calls.