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Salesforce Integration Guide

Otter Help
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Salesforce Integration with Otter.ai

Tip: Looking to map your insights to specific Salesforce fields? Check out our Sync Insights to Custom Fields guide!

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.

You can choose how to set up the integration:

  • Individual connection – any user can connect their own Salesforce account
  • Workspace-wide connection – requires an admin to enable for the entire team (admin required)

Connecting Salesforce to your entire Otter workspace requires you to be an admin of both Salesforce and your Otter workspace. 

Required Plan: This integration is only available on the Otter Enterprise plan and requires Salesforce Sales Cloud and one of the following editions: Enterprise, Unlimited, or Developer Edition. 

Integration Overview

Note: Otter.ai does not currently support Salesforce Sandbox environments. You can only connect Otter to your Salesforce production environment. Syncing conversations to a sandbox is not supported at this time.

Once connected, Otter.ai will automatically sync conversations to Salesforce when the following conditions are met:

  • The conversation is recorded from a calendar event*
  • The calendar event includes at least one external guest (someone outside your Otter workspace)
  • The corresponding contact exists in Salesforce

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

Tip: We recommend setting up a Centralized Sales Channel to automatically localize all conversations recorded from calendar events with external guests. 

What is synced to Salesforce? Conversation details synced to Salesforce: name, owner, date, participants, insights, and link

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

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 Setup

Set up Salesforce in Otter.ai to sync conversation data. Admins can enable it for the workspace, or members can connect their own accounts.

🏢 Connect Salesforce to your Otter workspace (admin) Enable a workspace-wide Salesforce integration

Follow the guide below to connect Salesforce to your entire Otter workspace (recommended). Salesforce will be connected to the entire workspace for all members.

Note: You must be both the Otter workspace admin and Salesforce admin to complete the installation steps below.

  1. Sign in to Otter.ai as an admin, go to Integrations, click Add next to Salesforce, and then sign in to your Salesforce account to complete the connection.

  2. After connecting Salesforce, click Add to enable the integration for all workspace users.

  3. Once connected, click Manage to configure your Insights and Salesforce sync settings. Learn more about managing Insights and settings.

🏢 Manage your Insights and connections (admin) Control how conversations sync, manage insights, and Salesforce settings

Note: Only admins can managing Insights and connection settings. Salesforce must be connected to the entire workspace.

Now that Salesforce is connected to your workspace, admins can manage Insights and settings for Salesforce. Learn more about syncing Insights to Custom Fields and managing your Salesforce connection. 

Manage your Otter Salesforce settings. Automatically sync insights to Salesforce, or manually export a sales conversation at any time.

Manually export a sales conversation

Learn more about manually exporting a conversation.

Manage these settings at any time in Integrations > Salesforce > Manage.

Edit your templates to control what is synced over to Salesforce.

👤 Connect Salesforce to your Otter account (member) Link only your personal Salesforce account to sync your own conversations and meeting data

If Salesforce is not enabled for your workspace, you can connect it to your individual Otter.ai account. Follow the steps below to set up a personal Salesforce integration.

This connection applies only to your account, not the entire workspace. Once connected, only conversations recorded from your calendar events that include external guests will sync to Salesforce.

Note: If an admin installs Salesforce for the entire workspace, it will override account-level settings. Reach out to your admin if you have any questions.

  1. Sign in to Otter.ai, go to Integrations, click Add next to Salesforce, and then log in to your Salesforce account to authorize the connection. Your account will be connected immediately after authorization.

    Note: If Salesforce is not showing as an option on the Apps page, please contact your workspace Admin, who can reach out to your Otter account manager. 

  2. Your Salesforce account is now connected to Otter.ai. Click Manage to update your Salesforce connection settings.

  3. Manage your settings and click Confirm.
    • Exports to Salesforce: Choose whether conversations are synced automatically or manually after a meeting ends.
    • Task export to contacts: Automatically push insights to Salesforce if a matching contact is found.
    • Salesforce-enriched Otter Chat: Get quick answers using AI Chat powered by your Salesforce data.

Only conversations you record from calendar events with at least one external guest (outside your workspace domain) will be synced to Salesforce.

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

Review your synced conversations View synced conversations and insights in Salesforce.

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

  1. In Salesforce, click on Contact (Sales Insights can also be found through Opportunity or Lead).

  2. 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 Sales Insights to Salesforce.
  3. Click on the Task.
  4. Begin reviewing the meeting conversation. Learn more about what is synced to Salesforce.

FAQs

Can I connect Otter.ai to a Salesforce Sandbox environment?

No. Otter.ai does not support Salesforce Sandbox environments at this time. You must connect Otter.ai to your Salesforce production environment.

Why didn’t my meeting conversation sync to Salesforce?

  • Meetings must be associated with a calendar event with external guest(s). Meeting conversations will only sync if they include at least one external calendar guest whose email domain differs from your workspace domain.
  • Auto-joined meetings (e.g., “Meetings where I am the host”) — Meetings will be automatically recorded and evaluated to determine whether they qualify as sales meetings.
  • 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 meetings I manually record to Salesforce? 

Users must select the associated calendar event when starting a recording to ensure the meeting is evaluated correctly. Click Record and select the calendar event. Meeting conversations will only sync if they include at least one external calendar guest whose email domain differs from your workspace domain.

If you have any questions or require further assistance, contact our Otter Support team.

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