Overview: Salesforce integrations (Edify Console)
This article provides an overview of integrations with Salesforce, which are configurable in Edify Console.
In this article
The Integrations area of your Edify account settings is where you can manage all of the CRM or database connections to your business’ account.
As an Edify admin, you have the ability to add integration connections to your business’ account. This area supports integrations to Salesforce, Zendesk, Custom Databases, and Inbound Webhooks.
For queue users to access customer information, there is likely a CRM such as Salesforce being used to manage customer information. Creating an integration connection between Edify and Salesforce provides your queue users with a seamless, single screen system to manage and review customer data while simultaneously managing a customer interaction in a queue.
This connection also gives you the ability to utilize workflows for updating and retrieving data between Edify and Salesforce automatically, thus ensuring that your system of record is always up to date and reflects the most current information.
Review the labeled image below for details on how to create, manage, and modify Salesforce integrations within Edify. Once you have configured an integration between Edify and Salesforce, you have the opportunity to provide your queue users access to our CTI so they can manage customer interactions all from within Salesforce, if you choose.