Contact center in Salesforce, supercharged by Aloware’s native integration

Call, text, and sync in real time — without ever leaving Salesforce.

Aloware’s native Salesforce integration eliminates the usual friction of CCaaS platforms. No middleware, no laggy connectors, no lost data. Just real-time calls, texts, and synced records — all directly inside Salesforce.

• Outbound Calls and text from any Salesforce record in Sales Cloud or Service Cloud (CTI - Computer Telephony Integration)
• Receive inbound calls in Salesforce via Aloware Talk Dialer (In-CRM Salesforce Dialer Integration)
• Access real-time contact or/and leads updates in both platforms
• Log every conversation — no manual effort
• Automatically assign calls and messages to the right contact/lead
• Store recordings and message threads in the Task timeline
• Create workflows in Salesforce using Aloware Actions

Why we built this

Sales and support teams spend their days inside Salesforce. So why are most CCaaS tools still forcing them to switch tabs, re-log data, or depend on fragile third-party integrations?

We built this to make Salesforce your true communications hub. With Aloware, your dialer, SMS Messenger, and call logs aren’t bolted on — they’re native. And everything your team does is automatically tracked and synced.

The problem it solves

Most CCaaS tools claim to “work with Salesforce” — until you actually use them.

• Reps waste time switching between apps to make calls or send SMSs.
• Leads and/or Contacts go out of sync.
• Logged calls and messages show up hours later or with manually inputs.
• Complexity workarounds to bulk messages and make communications automations with Salesforce workflows

Aloware fixes this by embedding your communication workflows directly in Salesforce. All your contact data, calls, texts, and tasks are in sync — and in one place.

Core behaviours

• OAuth authentication
  Authentication now uses a secure OAuth-based protocol, where administrators authenticate their Salesforce accounts directly via the Aloware dashboard. This ensures a secure connection and facilitates the seamless integration of both platforms.

Note: In the first time you synchronize or If your package is outdated, you need to install the Aloware pack from Salesforce AppExchange. Click the “Install Salesforce Package” button in Aloware Before.

Real-time contact or/and syncThe integration allows both unidirectional synchronization (Salesforce to Aloware or Salesforce and Aloware) and bidirectional synchronization (Salesforce to Aloware and Salesforce and Aloware). This includes updating and creating contacts and/or leads in both systems, ensuring that contact/ lead information remains consistent and up to date. Change a phone number in Salesforce? It shows up instantly in Aloware.

“Manage Salesforce Contact and Lead Sync” in the Salesforce Integration allows Aloware to synchronize both Leads and Contacts from Salesforce. It enables the admin to choose which entity (Lead or Contact) has syncing priority, ensuring seamless two-way or one-way communication without data conflicts or duplication. Users also can enable or disable modules (Contacts or/ and Leads Salesforce Objects) through a toggle.

Understand that one-time pulls or pushes should not be regular practices. They should be reserved for emergencies. These Pull/Push Buttons will remain available for troubleshooting, displaying the latest update information (e.g., "Last push contact: Jul 10, 2024, 6:38 PM PDT").

• Automatic logging
  Every call, SMS, voicemail, and disposition is logged as a Task — with full details and links to recordings.
  Both incoming and outgoing calls and SMS/MMS messages are automatically logged in Salesforce. These logs include details such as call dispositions, call duration, and message content, all integrated into the Task module in Salesforce for easy reference and tracking.
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• For Calls:

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1. Log a new call in Aloware (e.g., a test call with specific attributes such as direction and disposition).
2. Validate the data synchronization in Salesforce by checking the associated Lead or Contact records.
3. Confirm fields like  Aloware Disposition Status, Call Direction, From, To, and Call Disposition are populated correctly.
4. Call records and call summaries (if Aloware's AloAI Voice Analytics is enabled –  Inside AloAi Voice Analytics: Instant call insights) are stored within the Comments field.
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• For SMS:

1. Send a test SMS in Aloware (e.g., a text message with defined attributes such as direction or source).
2. Check the SMS activity logs in Salesforce for the mapped details.
3. Confirm fields like  Aloware Disposition Status, Direction, From, To, and Disposition are populated correctly.
4. Additionally, MMS attachments are also included in the Comments field.

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• CTI integration with softphone
  Agents use Aloware’s softphone right in Salesforce, reducing tab-switching and keeping activity connected to CRM data. Use Aloware’s embedded dialer panel within any Salesforce Lead, Contact, or Account record.
  The integration allows making ans receiving calls directly from Salesforce via Aloware Talk Dialer (In-CRM Salesforce Dialer Integration). This functionality providing seamless communication operations inside the Salesforce environment.

• SMS messenger - in July 2025The integration of Aloware Talk SMS Messenger into Salesforce, addresses the growing demand for seamless communication tools embedded directly within CRM platforms. This CTI (Computer Telephony Integration) enhancement enables users—especially agents and sales teams—to send/receive SMS, MMS, faxes, and emails directly from Salesforce without the need for third-party tools or browser extensions.

Key benefits for the business include streamlined communication workflows, improved response times, enhanced productivity, and a more accurate and complete view of customer interactions. Admins can configure access via the utility bar and permission sets, ensuring tailored deployment across teams.

The feature supports custom layouts, flexible tab/component placement, and handles common sync issues such as duplicate or invalid records. Ultimately, this solution helps organizations scale omnichannel operations and deliver a more connected, responsive customer experience directly within their existing Salesforce ecosystem.
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• Mapping contacts and/or leads fields
  We have already integrated the attributes of Leads and Contacts in Salesforce, ensuring that key data such as name, email, phone numbers, and others are properly mapped to standard Salesforce fields. Additionally, we have implemented the synchronization of attributes with call activities and tasks, automating the logging and association of each call made or received, as well as SMS messages, to a specific Lead or Contact. This enables easier and more efficient access to this information, mirroring functionalities available in other CRM platforms like HubSpot.

• Salesforce Static Lists with SynchronizationThe Salesforce Static Lists with Synchronization feature in Aloware enables users to import and manage Salesforce contact or lead lists as static lists within Aloware.

These lists can be created based on Salesforce views using filters and criteria, then imported into Aloware Admin or Aloware Talk for use in campaigns like Power Dialer or Broadcasts. While the lists are static by default, users can manually sync them with Salesforce to reflect updated data. This significantly streamlines the contact management process, reduces manual data handling, and ensures more accurate campaign targeting across sales and support operations.

Business administrators can configure and maintain these lists by mapping Salesforce fields to Aloware fields, handling duplicates, assigning permissions, and scheduling regular synchronization. Users can also manage their lists, initiate dialer campaigns, and refresh their lead data with a simple "Sync with Integration" action.

This integration not only enhances the efficiency of outreach efforts but also brings Aloware’s functionality closer to competing platforms like Dialpad and JustCall by offering a seamless bridge between CRM data and engagement tools.

• Salesforce Flows with Aloware Actions
  Salesforce Flows are a powerful no-code automation tool that allow users to streamline and automate business processes within Salesforce. Using a visual drag-and-drop interface called Flow Builder, admins can design workflows that respond to record changes, schedule actions, guide users through steps, or react to platform events. Flows can update records, create tasks, send notifications, or trigger third-party actions—helping teams reduce manual work, ensure consistency, and improve efficiency. Aloware integrates with Salesforce Flows to enable businesses to automate SMS/MMS communications directly within their CRM processes.

Competitive context

Most CCaaS platforms promise Salesforce integration. But once you dig in, it’s either surface-level CTI, fragile API links, or limited field sync. Here’s what they don’t tell you:

• Requires a Chrome extension and only embeds its CTI dialer in Salesforce Lightning — with limited logging flexibility and only partial support for workflows or advanced mapping.
• Relies on browser extensions and needs manual field visibility adjustments just to log a call. Their call disposition sync requires custom field workarounds — and syncing is not real-time.

Aloware is the only platform offering:

• A fully native dialer (for outbound and inbound calls) and SMS panel inside Salesforce — no browser extensions, no tab switching
• Real-time bi-directional sync of Leads, Contacts, custom fields, and activities
• Deep call and SMS logging with recording links, dispositions, and CTI data mapped to Tasks
• Support for Salesforce workflows that can trigger Aloware actions (and vice versa)
• A single integration package that works across Salesforce Sales Cloud and Service Cloud

We’ve eliminated middleware and external dependencies. That means fewer sync delays, no broken field mappings, and no back-and-forth with support when things go wrong.Typical User Flows

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Sales Reps:

• Open a lead in Salesforce
• Click to call or text directly from the record
• See every past interaction — call logs, messages, voicemails — in the Task feed
• Use the Aloware softphone for follow-ups, without leaving the CRM

Admins:

• Connect Salesforce via OAuth from the Aloware dashboard
• Choose one-way or two-way sync for Leads and Contacts
• Map fields like name, phone, and email
• Control where and how call/message logs appear in Salesforce

Use cases

• Inbound & Outbound Calls:
  Route calls using Aloware, log them natively in Salesforce, and assign them to the right agent automatically.
• SMS Follow-Ups:
  Text leads directly from Salesforce, and keep the full conversation attached to the contact record.
• Power Dialing from Record Lists:
  Use Aloware’s Power Dialer on a filtered Salesforce list — with every interaction automatically tracked.
• Call Coaching and QA:
  Supervisors can access recordings, durations, and dispositions directly from Salesforce records.
• Real-Time Lead Syncing:
  Sync high-intent leads from Salesforce to Aloware instantly to drop into smart follow-up workflows.

How this fits with Aloware’s other tools

This native integration unlocks the full power of Aloware inside Salesforce:

• Use Aloware Talk Dialer from CRM views
• Power Dialer: Salesforce CRM Popup View

• Bulk SMS message tied to Salesforce triggers - automations
• Connect Call Recordings to Salesforce tasks and follow-up actions
• Feed Aloware AI with CRM data for smarter post-call insights

Already using HubSpot with Aloware? You’ll recognize the same tight sync and no-fluff workflow — now fully optimized for Salesforce teams.

What’s needed to configure

Admins can set this up in minutes — no custom development required:

• Connect Salesforce via secure OAuth authentication from Aloware
• Choose your sync direction (one-way or two-way)
• Map your standard and custom fields
• Enable CTI and configure call/SMS logging behavior
• Ensure the Aloware Cloud Contact Center package is always updated to the latest version. Stay attentive to in-app notifications regarding available updates.

No need to dig through APIs or third-party tools — it’s all managed inside the Aloware dashboard.

Aloware Salesforce Package Update – New Version

Aloware has released a new version (0.14.0) of its Salesforce integration package this week Jun 25, 2025. Admins will be notified within the Aloware Admin panel if an update is required. To proceed, access the Salesforce Integration Settings and follow the link to the Aloware AppExchange page. From there, log in using your Trailblazer account, select the appropriate environment (e.g., Production), and complete the installation process by reviewing terms, setting user access preferences, and approving necessary permissions.

After successful installation, verify the new version is listed in your Salesforce environment.

In Aloware, activate new features using the “Package is updated, activate related features” button. If the update isn't detected, a warning will prompt you to install the latest package. Finally, re-authenticate the Salesforce integration and save your settings.

Note: New instances do not automatically update. Manual updates ensure controlled rollout and testing before full deployment.