No AppExchange review in the way
Open CTI frames a page you host rather than running code you packaged, so there is no listing to submit, no security review to pass and no release cycle between a change and agents using it. You decide when it ships.
CRM AND HELPDESK INTEGRATION
Salesforce calling.
Vobiz numbers.
Salesforce is a CRM platform, and Vobiz connects to it as a softphone in the Lightning utility bar: every phone number in the CRM becomes clickable, the matching record opens while the call is still connecting, and each finished call is logged as a completed Task. It runs on Open CTI, so there is nothing to package and no AppExchange review to wait through.
- 130+
- countries where you can provision numbers
- 0
- AppExchange reviews to wait through
- 1
- agent per Call Center definition
Before you start
This is the most hands-on integration in the set. The panel holds no Vobiz credentials and cannot place a call on its own — it talks to a calling service you implement and host, and the repository publishes that service's complete contract rather than the service itself. You will also need Lightning Experience with admin access, and a Call Center definition for each agent, since one definition carries one agent identity. Read the backend contract before you begin; it explains why the obvious implementation of the recording endpoint is unsafe.
Why this pairing
Why run Salesforce calling on Vobiz
Adding telephony to Salesforce usually means one of two long roads: licensing Salesforce's own voice product, or waiting on an AppExchange listing and its security review before anyone can install anything. Both are reasonable. Neither is quick, and neither leaves you holding the number.
Open CTI is the third road, and it is the one Salesforce built for exactly this. You host a page, Salesforce frames it in the utility bar, and the calls run on numbers from your own Vobiz account. Nothing is packaged, nothing is reviewed, and the calls land in Activity History beside every other logged call.
Salesforce owns
- Records, activity history and the agent workspace
- Which record a call is matched to and popped
- Users, profiles and Call Center assignment
- Reporting on call activity
- The utility bar the panel sits in
Vobiz owns
- Phone numbers and instant provisioning
- Placing and receiving the call itself
- The agent's browser audio over WebRTC
- Call recording, when armed before the call
- Call detail records and quality telemetry
- Local regulatory compliance, including India KYC
What you get
What Vobiz adds to Salesforce
A phone in the utility bar, on a route Salesforce designed for it.
Every number clickable, every record popped
The app turns click-to-dial on across Salesforce — nothing in the CRM does that by itself — and the matching record opens while the call is still connecting, so the agent is already looking at the right page when the other person says hello.
Logged as Tasks, in Activity History
Each finished call is written as a completed Task related to the matched record, which is exactly what Salesforce's own call logging produces. The calls sit alongside everything else in Activity History rather than in a separate silo, and the duration recorded is talk time rather than ring time.
Numbers in 130+ countries
Local, mobile and toll-free inventory across 130+ countries, including regulated formats where a market demands them — India's 140-series and 1600-series among them. Any number on the account can be chosen as the caller ID.
Built around the person waiting on hold
On an inbound call the microphone is taken while the banner is still ringing, so accepting does not stop to ask for permission, and network setup is capped rather than left to run. That cap is also a correctness measure: an offer held back too long can describe a network path that has already lapsed, which connects and bills a call with no audio in it.
Your Auth Token never reaches the browser
The Vobiz API token controls numbers, billing and every call on the account, so the panel never sees it. It talks to your service, which holds the token and drives the API. Audio runs directly between the browser and Vobiz and never touches that service at all.
How it works
How to connect Salesforce to Vobiz
A developer and a Salesforce admin, once. After that agents open the utility bar and dial.
- 01
Stand up the calling service
Implement the published backend contract and host it over HTTPS, reachable both by Vobiz for webhooks and by the agent's browser. Hosting the panel from the same service is worth doing — Salesforce stores only a URL, so every extra hostname is one more thing that can go stale on its own.
- 02
Trust the host in Salesforce
Add the host under Trusted URLs with frame-src enabled. Salesforce will not frame a page that is not trusted.
- 03
Host the panel
Four static files and a vendored library on any HTTPS host.
- 04
Create the Call Center
Import the Call Center definition from the repository, then edit the record to point at your own adapter URL. Every setting travels on that URL's query string, because Salesforce offers no settings screen for this.
- 05
Assign users and add the utility item
Add agents under Manage Call Center Users, then add the Open CTI softphone as a utility item on your Lightning app.
- 06
Hard-refresh and open it
Salesforce caches the adapter URL, so a hard refresh is required before the panel appears with your settings.
The full setup, the backend contract, the configuration parameters, the limitations and a troubleshooting table are in the Vobiz docs.
Read the integration guide
Get started
A phone in the utility bar
Implement the contract, host the panel, create a Call Center.
Agents sign in from the utility bar and every call lands on the record.
FAQ
Salesforce and Vobiz — common questions
- No. It runs on Open CTI, which frames a page you host rather than installing a packaged application, so there is no listing to submit and no security review to pass. You add the host to Trusted URLs, create a Call Center and add the softphone to your Lightning app.
- Not for this. Calls are logged as completed Tasks through Salesforce's standard activity model, which works without it, and they appear in Activity History beside every other logged call. If you specifically need Salesforce Voice Call records rather than Tasks, that does require Service Cloud Voice and this integration does not produce them.
- Yes, with one Call Center definition per agent. Each definition carries a single agent identity, so you create one for each person and assign the right users to each. Two agents sharing an identity would ring the same browser.
- Yes, and this one you implement yourself. The Vobiz API token controls the whole account, so it cannot sit in browser code — a service you host holds it and drives the API. The repository publishes the complete contract that service has to satisfy, including why the obvious approach to serving recordings is unsafe.
- Because the agent and the other party are joined in a conference room rather than bridged leg to leg, which is the more reliable path for browser audio and the only workable one for inbound. Each leg writes its own record with matching durations. They are two halves of one conversation, which is worth knowing when reconciling billing.
- You can provision numbers in 130+ countries — local, mobile and toll-free, including regulated formats where a market requires them, such as India's 140-series and 1600-series. The numbers stay in your own Vobiz account rather than inside the CRM.
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Salesforce is a customer relationship management platform. Learn more at salesforce.com. Vobiz is not affiliated with Salesforce; this integration is built on Salesforce's public Open CTI framework for telephony providers.