Lists that stay in step
A record called yesterday should not be dialled again today because a list was not refreshed. We agree how often lists update and how completed records drop out.
Integration · Five9 to Salesforce
Five9 and Salesforce integration
Your contact centre runs on Five9 and your business runs on Salesforce. We connect them so agents dial the right Salesforce records, and every call, disposition and recording is logged back on the lead, contact or case. It is a one-time setup by our team, not a monthly middleware subscription.
- From $100, one-time setup
- No monthly fees from us
- Tested on your own calls before go-live
Five9
Salesforce
One call ends in Five9. In Salesforce:
- Salesforce list to Five9 campaignThe right records, in the right campaign
- Logged call in SalesforceWith disposition, agent and recording
- Disposition updates the recordLead status, opportunity or case
- One-time setup
- From $100
- Monthly fee from us
- $0
- Working days to a written scope
- 2
- Working days to build and test
- 5–10
Got it, thank you.
Check your inbox for a confirmation. We will reply within 2 working days with what we would do and what it would cost.
Who connects Five9 and Salesforce
Five9 is an enterprise contact centre: inbound queues, outbound campaigns, predictive dialling and detailed dispositions. Salesforce is the system of record for the same organisation’s leads, customers, opportunities and service cases. When they are not properly connected, the contact centre and the rest of the company are working from two different versions of the customer.
A good connection runs both ways. Salesforce decides who should be called and puts those records into the right Five9 campaign. Five9 reports back what happened on every call, so lead status, opportunities and cases in Salesforce always reflect the latest conversation, and leadership reports are built on complete data.
- Outbound sales and renewals floorsSalesforce reports decide who is dialled, and dispositions update opportunities.
- Customer service centresInbound calls are logged on the contact and case, with the recording one click away.
- Operations and compliance teamsEvery call, agent and outcome is stored against the customer record for audit.
What we connect between Five9 and Salesforce
A typical setup. We adjust each line to how your team uses Five9 and Salesforce.
When this happensThis is what you get
A Salesforce list or report you chooseRecords loaded into the matching Five9 campaign list
A call endsA logged call on the lead, contact or case, owned by the agent’s Salesforce user
The disposition the agent setsThe lead status, opportunity stage or case field you choose, per disposition
The call recordingLinked from the logged call
A callback dispositionA task for the record owner at the agreed time
A do-not-call dispositionRemoved from future campaign lists and flagged in Salesforce
Field mapping, event by event
Each Five9 event and exactly what it writes in Salesforce. Pick an event to see its fields.
1. Trigger · Five9
When a call ends
Every call made or received in Five9
2. Action · Salesforce
Log the call
In Salesforce, on the contact or lead — Where your team already works
Salesforce field
Mapped from
What happens
Activity date
Call time15 Sep, 4:00 pm
Shown in your time zone
Call time15 Sep, 4:00 pm
Shown in your time zone
Call length
Call length3 min 04 s
Stored the way Salesforce expects
Call length3 min 04 s
Stored the way Salesforce expects
Call outcome
Call outcomeInterested
Matched to your own list of outcomes
Call outcomeInterested
Matched to your own list of outcomes
Recording
Call recordingPlayable audio
Added once the file is ready
Call recordingPlayable audio
Added once the file is ready
Call notes
Call notesAsked for pricing
Saved as note text
Call notesAsked for pricing
Saved as note text
Owner
Rep’s nameMaria Lopez
Matched to the same person in Salesforce
Rep’s nameMaria Lopez
Matched to the same person in Salesforce
Contact or lead
Matched by phone number+1 415 555 0142
A new contact or lead is created only if none match
1. Trigger · Five9
When an outcome is set
A rep marks how the call went
2. Action · Salesforce
Update the opportunity
In Salesforce — Moves one record, not all of them
Salesforce field
Mapped from
What happens
Which opportunity
Most recent open opportunityNorthwind — 12 seats
On the matching contact or lead, owned by the rep on the call
Stage
Call outcomeInterested
Looked up in the outcome-to-stage list we agree with you
Call outcomeInterested
Looked up in the outcome-to-stage list we agree with you
1. Trigger · Five9
When a voicemail is left
Nobody picked up in time
2. Action · Salesforce
Create a task
In Salesforce, for the contact or lead owner — A call-back nobody forgets
Salesforce field
Mapped from
What happens
Title
Caller number+1 415 555 0142
“Call back” plus the contact or lead name, or the number if unknown
Caller number+1 415 555 0142
“Call back” plus the contact or lead name, or the number if unknown
Due
Your follow-up windowWithin 1 hour
Set to how fast your team calls back
Assigned to
Contact or lead ownerMaria Lopez
Falls back to the rep who was on the line
Contact or lead ownerMaria Lopez
Falls back to the rep who was on the line
Sample values are made up. The exact fields are agreed with you in your scope.
A one-time setup, not a monthly middleware bill
We are not a middleware. We plan the connection, set it up, test it on your calls and hand it over.
Web Repay integration setup
Middleware subscription
What you pay
One-time setup, from $100 (one-off)
A monthly plan, often priced by tasks or operations
As call volume grows
The same price, no per-task charges
Costs rise with every call that syncs
Who builds and tests it
We do, on your own Five9 calls
Your team builds and maintains every step
Where it runs
In your own Five9 and Salesforce accounts, documented
Inside the middleware vendor’s platform
When something changes
Additional support as needed, when you request it
Your team fixes the broken steps
Where a small connector layer is the most reliable route, we say so in your written scope, set it up in your own account and choose the option with the lowest running cost.
Where Five9 and Salesforce setups usually go wrong
Hundreds of dispositions
Five9 floors often have many dispositions. We map which change Salesforce records and which are logged only, and document every one.
Validation rules and record types
Enterprise Salesforce orgs have strict rules. We check them first, so disposition updates never fail quietly.
Agents matched to Salesforce users
Every Five9 agent is matched to a Salesforce user, so activity and reports count the right person.
How we set it up
- 1
Map campaigns and dispositions
Which Salesforce records feed which Five9 campaigns, and what each disposition updates. You get a written scope with a fixed one-time price.
- 2
Access for the setup
Five9 admin access and a Salesforce admin user, with a sandbox for testing.
- 3
We connect and test
We test in your sandbox with real campaign calls and every disposition, then move to production with you.
- 4
Handover
A documented map of every list and disposition. It runs in your own accounts, with no monthly fee from us.
Test call passedEvery field in the table checked
LiveWatched for the first week
What it costs
From
$100 one-time setup
Starting price for connecting Five9 and Salesforce, built and tested. Larger mappings get a fixed quote in writing before we start.
No monthly fee from us. Additional support is available as needed, whenever you request it.
Free download
The integration health check
10 checks to make sure your website, CRM and dialer really are passing information between them.
From the blog
Further reading
Integrations
How to log every call from your dialer in your CRM
Every call on the right contact, with the outcome, the rep and the recording, and nobody typing notes afterwards. What to connect, how to match callers, and what to test.
CRM
Why your CRM is full of duplicates, and how to stop new ones
Duplicates come in through forms, imports, integrations and manual entry. Here is how to clean up what is there, and close the doors so they do not come back.
Dialers
Why fewer people answer your calls: spam labels and caller ID
When answer rates drop, the cause is often a warning label on your caller ID. How US carriers check and label calls, and what you can do about it.
Questions about Five9 and Salesforce
Can Salesforce reports feed Five9 campaigns?
Yes. We connect the Salesforce lists or reports you choose to the matching Five9 campaigns, refreshed on a schedule you agree.
Do Five9 dispositions update Salesforce?
Yes. Each disposition can change a lead status, opportunity stage or case field, or simply be logged. Every rule is agreed in your written scope.
Does it work for inbound service calls too?
Yes. Inbound calls are logged on the matching contact and case, with the agent and recording, just like outbound calls.
Is there a monthly fee?
No. You pay once for the setup. Unlike Zapier, Make and similar middleware subscriptions, there is no monthly or per-task charge from us, which matters at contact-centre volumes.
Rather talk it through?
Thirty minutes on how your team uses Five9 and Salesforce. You leave knowing what we would build and what it would cost.
Call ended03:04 · inbound
Opportunity updatedRenewal agreed
Call-back taskAssigned to the contact owner