Quick overview

Glyphic has a deep integration with Salesforce that enables it to:

• automatically update your fields on Contact, Account, Opportunity, and even custom objects;

• log each call automatically to Salesforce as a Task or Event, with the call summary, duration, and Type;

• automate win/loss analyses.

Inversely, Glyphic can:

• read emails logged in your Salesforce to improve deal insights and summaries. (Note that currently we aren’t able to read emails logged through Einstein Activity Capture.)

• include any information you already have in Salesforce to customize prep sheets generated by Glyphic. This is especially useful in case you work with data enrichment providers.

You can easily move between Glyphic and Salesforce as the relevant objects are interlinked.

Steps required to take advantage of Glyphic’s Salesforce integration:

1. Connect your Salesforce instance to Glyphic.

2. Define the information you’d like Glyphic to capture from your conversations and where in Salesforce it should be stored.

3. Enable autosync.

Connecting your Salesforce to Glyphic

You can connect Glyphic to Salesforce using the following simple steps:

Required Permissions

To support Glyphic's minimum CRM integration functionality, read access to the following object types is required:

• Contact

• Lead

• Account

• Opportunity

• OpportunityStage

• User

• EmailMessage

To support Glyphic's CRM field syncing functionality, write access is required for any of the below that you plan on syncing data to:

• Contact

• Account

• Opportunity

To support Notes syncing, read and write access is required for:

• ContentNote

• ContentDocumentLink

To support Call Activity Sync, read and write access is required for the activity object(s) you plan to use:

• Task — required for the “Call Tasks only” mode and for telephony calls in “Smart mode”.

• Event — required for the “Events only” mode and for video-conferencing calls in “Smart mode”.

• EventRelation — required to associate multiple participants with a synced Event. This also requires Shared Activities to be enabled in your Salesforce org. Without it, only the primary contact will be linked to the Event.

Defining your Salesforce mapping

Glyphic can listen to your sales calls and automatically update fields (standard or custom) on your Salesforce objects (Contact, Account, Opportunity, other custom objects) within minutes of the call finishing.

In order to enable this feature, you need to let us know which fields you’d like Glyphic to update. Glyphic can then sync both your top-level MEDDPICC/BANT/SPICED information and additional custom qualification fields that you’ve already set up in your Salesforce or are about to set up.

To set up your Salesforce field mapping, go to Insights Settings and define your insight fields.

You can see what other customers track in Inspirations for custom insights.

Glyphic implements a default field update behavior in case the field already has some previous value. The default behavior depends on the field type:

• Text: We append new information to existing value, together with the date of the call.

• Picklist: We don’t update the value.

• Number: We don’t update the value.

• Multipicklist: We add any new values to the existing values.

This behavior can be adjusted based on your requirements.

Logging calls to Salesforce (Call Activity Sync)

Once a call is processed, Glyphic can automatically log it to Salesforce as either a Task or an Event. The synced record is associated with the matched Contact, Account, and/or Opportunity, and contains the Glyphic call summary as the description.

This is different from the 📄 Task Sync feature, which writes the action items extracted from a call (the next steps the call generated) as separate CRM Tasks. Call Activity Sync logs the call itself; Task Sync logs the follow-ups.

Choose how calls are logged

Salesforce can represent activity as either a Task or an Event. Glyphic supports three modes so you can match how your team already works in Salesforce:

• Call Tasks only — every call is logged as a Task. Best if your team already files everything as a logged call/Task in Salesforce.

• Events only — every call is logged as an Event. Best if your team works primarily off the calendar and prefers Events with start/end times.

• Smart mode — telephony calls (e.g. Aircall, Outreach, SalesLoft) are logged as Tasks; everything else (video conferencing meetings, uploads, etc.) is logged as Events.

How to enable

1. Go to Settings → Organizational.

2. Click the ⚙ cogwheel next to the Salesforce integration.

3. Switch on Automatically Sync Call Activity.

4. Pick the mode that best matches your team: Call Tasks only, Events only, or Smart mode.

What ends up in Salesforce

For each processed call, Glyphic creates one Task or Event with:

• Subject — the call title, prefixed with [Glyphic] so you can spot Glyphic-synced activities at a glance.

• Description — the call summary generated by Glyphic, including key points, and custom insights.

• Date / time / duration — the actual call start time and duration.

• Type — the inferred Glyphic call type tag (e.g. Discovery, Demo) is set on the Salesforce Type picklist when a matching value exists in your Salesforce. If your org doesn’t have a matching value the field is left blank rather than set to an invalid value.

• Owner / Assigned To — the call host. If there’s an associated Opportunity and the Opportunity owner was on the call, they take precedence; otherwise Glyphic falls back to any internal participant.

• Related to — the matched Opportunity, otherwise the matched Account.

• Name — the primary external Contact on the call. For Events, additional Contacts are attached and appear in the Meeting Digest when Shared Activities is enabled.

Note: If your Salesforce org does not have Shared Activities enabled, only the primary Contact will be linked to a synced Event. The remaining Contacts will still appear in the Glyphic call page; they just won’t be linked to the Event in Salesforce.

Avoiding duplicate activities

Before logging a call, Glyphic checks for an existing activity that already represents the same call — for example one that was created automatically by your calendar or telephony integration. The lookup uses the call’s date, the call title, and the call’s associated Contacts/Account/Opportunity. If a match is found, Glyphic updates that existing record with the call summary instead of creating a new one.

Moving between Salesforce and Glyphic

You can view your related CRM records straight from Glyphic.

Calls

Any objects related to a call will be listed, and you can click to jump straight to that record within your CRM.

If you have Glyphic's CRM sync features enabled we'll also highlight which records Glyphic has updated for you ✅

Similarly, your notes exported to Salesforce will have backlinks to Glyphic so that you can always go back to the relevant call:

Deals and companies

The deal and company pages contain links to the relevant Salesforce accounts and opportunities in the header:

Glyphic also automatically collects all call participants across calls in a opportunity or with an account. If the participants exist in your Salesforce, Glyphic will show links to the relevant Contact objects:

Account link in Salesforce

You can automatically populate a specified field in your Salesforce Account object with a link to the associated Glyphic company/deal page. This makes it easy to navigate from Salesforce to Glyphic, where you can view all insights and interactions related to the Account.

How to Enable

1. Create the Field in Salesforce:

   • Add a new field in your Salesforce Account object where you want the Glyphic links to appear.

2. Configure Glyphic Settings:

   • Go to Settings -> Organizational in Glyphic.

   • Click on the cogwheel next to the Salesforce integration.

   • Under “Glyphic link field”, enter the API name of the field you created in Salesforce.

     

Note: This will only populate accounts associated with new companies that appear in Glyphic after setting the field. If needed, it is possible to populate the field for existing companies as well. Contact support for assistance with this.

Contact creation

Glyphic can automatically create contact or lead records in your CRM for external call participants who don't already exist in your system. This helps ensure that all your important prospects and customers are properly tracked in your CRM after every call.

After every call, Glyphic will:

1. Identify External Participants
   Determine which call participants are external to your organization.

2. Check for Existing CRM Records
   Search your connected CRM to see if these external participants already exist as Contacts or Leads.

3. Create New Records If Needed
   For any participants not found in your CRM:

   • If the participant’s company has an existing Account in Salesforce, Glyphic will create a new Contact associated with that Account.

   • If no matching Account exists, Glyphic will create a new Lead instead.

To enable it for all your future calls:

1. Go to Organizational Settings

2. Click on the cogwheel ⚙ next to the Salesforce integration

3. Switch on "Automatically Create Contacts".

How Glyphic Associates Your Calls to Salesforce Opportunities

Glyphic automatically associates your calls with the right Salesforce Opportunity in three steps:

Step 1: Identify External Participants

Glyphic identifies external attendees on your call and matches their email addresses to Contacts in Salesforce.

Step 2: Find Relevant Opportunities

Glyphic looks for Opportunities tied to those Contacts, prioritizing deals where a participant is listed as the Primary Contact.

• If no such Opportunities are found, Glyphic expands the search to include all Opportunities linked to the participants’ Account .

Step 3: Select the Best Match

From the pool of relevant Opportunities, Glyphic applies timing logic to choose the most appropriate one:

• Highest Priority: Opportunities that existed before the call and are open.

• Medium Priority: Opportunities that existed before the call

  but closed on the same day.

• Lower Priority: Opportunities created within two weeks after the call (capturing new deals that may have originated from the meeting).