Set up Salesforce with Otter.ai – Help Center

Connect the Salesforce Integration

Integrate Salesforce with Otter.ai to automatically sync conversation data with your CRM. Connect meeting insights from Otter.ai to the right Opportunities, Contacts, and Leads in Salesforce, so your team always has up-to-date context.

Integration Overview

Note: We do not support connecting Otter to Salesforce Sandboxes. Ensure you are connecting Otter to your production environment in Salesforce.

Once connected, Otter will automatically sync conversations to Salesforce if:

The conversations recorded from a calendar event*
The calendar event has an external guest (i.e., guests outside your Otter workspace)
The contact exists in Salesforce

*Conversations can be recorded with Otter Notetaker (recommended) or by manually starting a recording and selecting the calendar event.

⚙️ Connect Salesforce to Otter

Connect your Salesforce account to start syncing your conversations. Completing these steps will only sync your account and Otter conversations to Salesforce.

Upgrade: Connecting Salesforce for the entire workspace is available on our Enterprise plan. Check out Otter Salesforce for Enterprise for more information.

Click Integrations, then click Add next to Salesforce.
Sign in to your Salesforce account. Review the pop-up and click Allow to proceed.

Note: Salesforce UI may change over time. Refer to the pop-up prompts for the most up-to-date information.
Salesforce is now connected to your Otter account.

Only conversations you record that include at least one external calendar guest whose email domain differs from your workspace domain will be synced to Salesforce through this connection.

What is synced to Salesforce? Learn more about what is synced to Salesforce

The following Otter conversation elements will be synced to Salesforce to help expedite your post-meeting workflow:

Otter conversation name is populated in both Otter and Salesforce for easy lookup
Owner of the conversation
Date of the meeting
One-click link back to the Otter conversation
Participant(s) of the meeting conversation
Insights of the conversation
- Custom Meeting Type Templates
- CRM Integration: Sync Insights to Custom Fields

Note: The ‘Created By’ field will reflect the user who connected the Salesforce account to Otter. If you connect only your account, it will reflect your name. If an admin has connected the entire workspace to Salesforce, it will reflect the admin’s name.

Salesforce Overview View Otter insights and conversation link in Salesforce

Otter will sync Insights to the appropriate Opportunity, Contact, and Lead in Salesforce. Review synced Otter conversations:

In Salesforce, click on Contact ( Insights can also be found through Opportunity or Lead).
On the right side panel under the Activity tab, look or filter for your meeting Task (). The Task name will reflect the Otter conversation name for easy lookup.

Note: A new Task is created when Otter syncs the Insights to Salesforce.
Click on the Task.
Begin reviewing the meeting conversation. Learn more about what is synced to Salesforce.

Uninstall Salesforce You can uninstall Salesforce anytime

You can uninstall Otter.ai from your Salesforce account at any time. Uninstalling or disconnecting will not affect your existing Otter account or data—only new Otter meeting data will stop syncing to Salesforce.

Follow the steps below to disconnect your Salesforce account from Otter.

Sign in to your Otter account. Click on Integrations. Click Disconnect next to Salesforce.
Review the pop-up and click Yes, disconnect to confirm.
Salesforce is disconnected from your Otter account.

Tip: Does your team use HubSpot as well? Check out our HubSpot integration to sync Otter across all of your team’s platforms!

FAQs

Can I connect Otter to my Salesforce Sandbox environment?

No. Otter does not support Salesforce Sandboxes at this time. To use the Salesforce integration, connect Otter to your Salesforce production environment instead.

Why didn’t my meeting conversation sync to Salesforce?

For a meeting conversation to sync from Otter.ai to Salesforce, the meeting must be associated with a calendar event that includes at least one external guest.

Otter.ai uses meeting participants’ email addresses to determine whether a meeting qualifies for syncing. If at least one participant has an email address outside your company’s domain, the meeting is considered eligible to sync to Salesforce. Only eligible calendar-based meetings will automatically sync to Salesforce.

Auto-joined meetings (e.g., “Meetings where I am the host”) — Meetings will be automatically recorded and evaluated to determine whether they are eligible.

Manually joined meetings (e.g., “Meetings I manually select”) — Users must select the associated calendar event when starting a recording to ensure the meeting is evaluated correctly.

How do I sync manually recorded meetings to Salesforce?

To sync a manually recorded meeting to Salesforce, you must select the associated calendar event when starting the recording in Otter.ai. This ensures the meeting can be evaluated correctly for syncing eligibility.

Click Record in Otter.ai.
Select the associated calendar event before starting the recording.

What happens to my data when I uninstall or disconnect Salesforce from Otter?

If you uninstall the Salesforce integration or disconnect your Salesforce account from Otter.ai, all previously synced meeting data will remain in both your Salesforce and Otter accounts. Existing insights and related CRM records will not be deleted.

New Otter meeting data will no longer sync to Salesforce. You will need to reconnect your Salesforce account to resume syncing meeting data.

Why don’t I see the option to connect my Salesforce account?

If you do not see the option to connect your Salesforce account in Otter.ai, it is usually due to one of the following reasons:

Your workspace reached the maximum number of Salesforce connections allowed for your plan.
The limit on the number of Salesforce accounts that can be connected within a workspace varies by the Otter plan. Once the limit is reached, additional members will not see the option to connect their accounts. For more information about Salesforce connection limits and plan availability, view our pricing page.
Your workspace is on Enterprise, and the admin has already connected Salesforce for the entire workspace. When Salesforce is connected at the workspace level, individual members cannot connect their own Salesforce accounts. Contact your workspace admin if you need changes made to the integration. This only applies to Enterprise workspaces.

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