When enabled, Abby logs call activity as Salesforce Events and can create or update Contacts or Leads depending on your configuration.
This allows your team to track calls, capture new prospects, and maintain accurate records inside Salesforce.
What Information Can Sync
The Salesforce integration can sync several types of call activity handled by Abby Connect.
These interactions are logged in Salesforce as Events.
Supported activity types include:
Incoming Call Records
Incoming call activity may include:
start time
end time
caller name
caller phone number
transfer recipient name
transfer recipient number
call transcription
call summary
call sentiment
message body
Outgoing Call Records
Outgoing call syncing applies to Human Receptionist service only, since the AI Receptionist does not place outbound calls.
Outgoing call records may include:
start time
end time
number dialed
caller phone number
transfer recipient name
transfer recipient number
message body
How Contact Matching Works
When Abby sends information to Salesforce, the integration attempts to match the interaction with an existing record.
You can choose one of two matching rules.
Email Only
Abby searches Salesforce for a contact or lead with a matching email address.
If no match is found, a new record is created.
Email and Phone
Abby first searches for a matching email address.
If no match is found, Abby searches for a matching phone number.
If neither match exists, a new record is created.
Choosing What Records Abby Creates
The Salesforce integration allows you to control whether Abby creates or updates Contacts or Leads.
This setting is called Object to Create in the integration configuration.
Rather than applying to the entire account, this option can be configured per call type, allowing different types of calls to create different Salesforce records.
You can choose to:
create or update Contacts
create or update Leads
This flexibility allows businesses to align Abby call data with their Salesforce workflow.
For example:
New client inquiries may create or update Leads so they enter your sales pipeline.
Existing client calls may create or update Contacts to keep customer records up to date.
Each call type can be configured independently, giving you full control over how Abby interactions are recorded in Salesforce.
Lead Source Configuration
When Abby creates leads in Salesforce, you can choose a Lead Source to identify where the lead originated.
For example:
Abby
Phone Call
Website
If the Lead Source you want does not appear in the Abby integration settings, it must first be added in your Salesforce Lead Source options.
Once added in Salesforce, it will appear in the Abby integration configuration menu.
Capturing Company Name
Salesforce records support a Company field, which Abby can populate when the information is collected during the call.
If no company name is captured, Abby automatically fills the Company field using the caller’s first and last name.
To ensure company information syncs correctly, you can add a question for Company Name in your call handling setup.
Abby provides a preset field titled Company Name.
If creating the field manually, the field must be labeled Company Name.
Fields labeled only Company will not sync properly.
Field Mapping
The Salesforce integration allows you to map Abby call data to Salesforce fields.
Supported Abby fields include:
First Name
Last Name
Phone
Email
Start Time
End Time
Caller Name
Caller Number
Transfer to Name
Transfer to Number
Call Transcription
Call Summary
Call Sentiment
Message Body
When configuring field mapping, Salesforce only displays fields compatible with the type of data being mapped.
For example:
phone numbers map to phone fields
timestamps map to date/time fields
text fields map to long text or description fields
This ensures that call information is stored correctly within Salesforce.
Controlling Which Calls Sync
Not every call needs to be logged in Salesforce.
Abby allows you to control syncing based on call type.
For example, you may want to sync:
new client inquiries
consultation requests
but ignore:
spam calls
solicitors
internal calls
Integration rules can be configured for each call type.
AI Receptionist Integration Rules
For AI Receptionist services, syncing is configured within the AI call handling flow.
To configure syncing:
Navigate to AI Receptionist Flow
Open AI Receptionist Call Handling
Access Advanced Setup
Select the call type you want to configure
Toggle the Salesforce integration
Choose whether Abby should create or update Contacts or Leads
Save your changes
Human Receptionist Integration Rules
For Human Receptionist services, integration rules are configured within the Message Form settings.
Your message form must include a Type of Call dropdown field, since integrations are applied to specific call types.
For each dropdown value, you can configure whether Abby should:
log incoming calls
log outgoing calls
create or update contacts
create or update leads
Because message form integrations can be complex, Abby Connect support can assist with configuration if needed.
Related Article
For step-by-step setup instructions, see: