How to Connect Salesforce CRM to TELAIR

Relates to: – Triton Series System – Plus Tier Subscriptions

Connecting Salesforce to TELAIR enables your team to:

Automatic caller ID — incoming calls are matched against Salesforce contacts and leads so you see the caller’s name before you answer
Screen pops — open the matching Salesforce record with one click from any active call
Contact and lead search — look up Salesforce contacts and leads directly from TELAIR Connect
Call notes — log call summaries back to the Salesforce record without leaving TELAIR Connect
Auto-logging — automatically create Salesforce contacts for unknown callers and tasks for missed calls

Setup has three parts. The Salesforce admin creates a Connected App once. Your TELAIR administrator enters the credentials. Then each user authenticates their own Salesforce account.

Part 1: Create a Connected App in Salesforce

This step is performed by a Salesforce administrator in your organization. It generates the OAuth credentials (Consumer Key and Consumer Secret) that TELAIR will use to communicate with your Salesforce org.

Log into Salesforce as an administrator and click the gear icon (⚙️) → Setup.
In the Quick Find box, type App Manager and select it under Apps.
Click New Connected App in the top-right corner.
Fill in the required fields:
- Connected App Name: TELAIR Connect Integration (or any name you prefer)
- API Name: auto-fills from the name above
- Contact Email: your admin email address
Under API (Enable OAuth Settings), check Enable OAuth Settings.
Set the Callback URL to your TELAIR server’s OAuth callback:
```
https://<your-telair-server>/oauth2/salesforce/callback
```
Not sure of your server URL? Contact TELAIR support — they will provide the exact callback URL for your system.
Under Selected OAuth Scopes, add the following scopes by selecting them from the Available OAuth Scopes list and clicking Add:
- Full access (full)
- Perform requests at any time (refresh_token, offline_access)
Leave all other settings at their defaults and click Save.

Salesforce may show a message that it can take 2–10 minutes for your Connected App to be available. You can proceed to the next steps.
After saving, click Manage Consumer Details (you may need to verify your identity via email or authenticator app).
Copy the Consumer Key and Consumer Secret — you will need these in Part 2.

Keep these secret. Treat them like a password. Do not paste them into a shared document or email.

Part 2: Configure the CRM Integration in the TELAIR Admin Panel

This step is performed by your TELAIR tenant administrator. The credentials from Part 1 are entered here once and apply to all users in your organization.

Log into the TELAIR Admin Panel for your tenant.
Navigate to CRM → CRM API Settings (the exact menu path may vary by version — look for a CRM or Integrations section in the admin navigation).
Click Add or New CRM Integration and fill in the form:
- Provider: Select Salesforce
- Domain: Your Salesforce org URL (e.g. https://yourcompany.salesforce.com)
- Client ID: Paste the Consumer Key from Part 1
- Client Secret: Paste the Consumer Secret from Part 1

Configure the automation options as needed:

Option	Default	What it does
Create contact for unknown inbound callers	Enabled	Automatically creates a Salesforce contact when an inbound call comes from an unrecognized number
Create task for missed calls	Enabled	Automatically creates a follow-up task in Salesforce for every missed inbound call

Click Save.

Part 3: Connect Your Salesforce Account in TELAIR Connect

This step is performed by each individual user who wants to use Salesforce. It links their personal Salesforce account to TELAIR Connect via OAuth — no passwords are shared with TELAIR.

Open TELAIR Connect in your browser or desktop app.
Click the Settings icon (⚙️) in the left sidebar.
Scroll to the Integrations section and click Contact Sources.
Click Add Contact Source.
From the Contact Source Type dropdown, select Salesforce.
Add an optional Description (e.g. “My Salesforce Account”) to help identify this source later.
Click Authenticate. A Salesforce login window will open.

Popup blocked? If nothing happens, check your browser’s address bar for a blocked popup notification and allow popups for your TELAIR Connect URL.
Log into your Salesforce account and click Allow to grant TELAIR Connect access to your data.
The window will close and your new Contact Source will appear in the list.
Set as default (recommended): Return to Settings → Integrations → Contact Sources and select your new Salesforce source from the Default Contact Source dropdown. Click Save. This ensures every incoming call performs a Salesforce lookup automatically.

Using the Integration

Caller ID Lookup

Once Salesforce is set as your default Contact Source, every inbound call is automatically matched against your Salesforce contacts and leads. If a match is found, the caller’s name replaces the raw phone number in the call notification.

Searching Contacts

Open the Contacts tab in TELAIR Connect and click the search icon. Click the Advanced Search (gear) button and make sure your Salesforce Contact Source is selected. Type a name, company, or email address to search across both your personal contacts and Salesforce.

Opening a Record in Salesforce

During or after a call, click Open in CRM on the call details panel to open the matched Salesforce contact or lead directly in a new browser tab.

Adding Call Notes

On the call details panel, click Add Call Note, type your summary, and submit. The note is pushed to the Salesforce record immediately and attached to the call by its unique call ID.

Troubleshooting

Authenticate button does nothing / popup does not appear Your browser is blocking the OAuth popup. Look for a popup-blocked icon in the address bar and allow popups from your TELAIR Connect URL. In Chrome: Settings → Privacy and security → Site settings → Pop-ups and redirects → Add your TELAIR domain to the allowed list.

“Authentication error” after logging into Salesforce The Callback URL in your Salesforce Connected App does not match. Go back to Salesforce Setup → App Manager → your Connected App and verify the Callback URL exactly matches the URL provided by TELAIR support — including the https:// prefix and no trailing slash.

Caller ID is not showing Salesforce names Ensure Salesforce is set as your Default Contact Source (Settings → Integrations → Contact Sources → Default dropdown). Also check that the phone numbers in your Salesforce contacts are stored in E.164 format (e.g. +14165551234) or a format consistent with how TELAIR presents caller IDs.

“Token expired” or contact lookups fail after a period of time OAuth tokens refresh automatically, but if your Salesforce session has been revoked (e.g. by a Salesforce admin), you’ll need to re-authenticate. Go to Contact Sources, delete the existing Salesforce source, and repeat Part 3.

I can search contacts but call notes are not saving Verify the Full access (full) scope was selected when creating the Connected App. If only read scopes were selected, TELAIR cannot write notes back to Salesforce. Update the Connected App’s OAuth scopes and re-authenticate.

TELAIR leverages Salesforce’s standard OAuth 2.0 authorization flow. TELAIR never stores your Salesforce password — only a short-lived OAuth token that can be revoked at any time from your Salesforce Connected Apps settings.