Log calls in 8x8 Work for Salesforce

When a call ends, 8x8 Work for Salesforce automatically creates a call log in Salesforce. The log includes details such as the transaction ID, answer time, and call duration.

The system saves the call log as an Activity or Task. You can update the activity status as needed.

Call log matching scenarios

Depending on the number of matching records, the system handles call logs as follows:

  • Single match: If one matching record exists, the system saves the call log in the Comments field and associates it with the record as an Activity or Task.
  • Multiple matches: If multiple matching records exist, no screen pop appears. The system saves the call log in the Comments field in Salesforce and associates it with the first record in the list.
  • No match: If no matching record exists, the system displays a message indicating that no match was found. The system logs the call in the Comments field.

Matching the call log to a record when Auto-selected possible match is enabled

Note: The Auto-selected possible match feature is enabled at the customer level by default.

When Auto-selected possible match is enabled, previewing a record in Salesforce automatically sets it as the match for the call log, even if another record was previously selected.

If you open multiple records during a call, the last record you view is matched to the call log.

To ensure the correct record is assigned, click Select a matching record from the Phone tab and choose the appropriate record before ending the call.

Use case example

Let's say, as a user of 8x8 Work for Salesforce, you are in the midst of contacting Emma from AcmeJets regarding an outstanding invoice. While previewing Emma's contact details, you receive a call from Pat, another customer. Upon answering the call, Pats contact details pop in a new tab. While talking to Pat, you select Emma's contact tab. Because the Auto-selected possible match feature is enabled, Emma is now selected as a possible match. When you end the call with Pat, because Emma is selected as a possible match, the call log is linked to Emma, although the call was originally linked to Pat. To ensure the call log is linked to the correct record, before you end the call, click Select a matching record from the Phone tab and select Pat from the list. After you wrap up the call, the call log pops and displays the selected record.