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Engage CTI for Salesforce
Engage CTI for Salesforce

Customer Profile Control Panel for CTI

Learn how to use the CTI mode in Engage to link profiles to Salesforce contacts and update attributes for enhanced personalization in contact flows.

When running in CTI mode, Engage will show a new panel in the Customer Profile details.

This panel will:

  1. indicate if the Profile is linked to a Salesforce Contact (has an sfdcContactId attribute).
  2. Provide buttons to Search in Salesforce and the Link the Contact
  3. or buttons to view the Contact in Salesforce and Update/Sync attributes from Salesforce to the Profile

Updating Attributes

Once a Profile is linked to a Salesforce Contact, agents can choose Update Attributes to update the Profile with details from the Salesforce Contact. This makes these details available on the profile for easier personalisation in contact flows or for agents using Engage outside of the CTI.

These fields are mapped matching the same rules for the standard Salesforce connection