How to connect SIVO with Salesforce in 5 minutes

The Salesforce Service Cloud Voice integration takes one click on the SF admin side — no certs, no manual Connected Apps.

Prerequisites

• Salesforce org with active Service Cloud Voice license.
• Permission to install External Client Apps (System Administrator profile usually enough).
• Active SIVO session as admin.

Steps

1 · Install the connector in SF

Open the package in your org (auto-detects sandbox vs production):

https://login.salesforce.com/packaging/installPackage.apexp?p0=<package-id>

It’s an External Client App + a Lightning Web Component + 2 metadata records. One click.

2 · Launch OAuth from the LWC

Setup → search “SIVO Connector” → Setup tab → “Connect with SIVO” button.

Salesforce opens an OAuth window with PKCE. SIVO receives the callback at https://app.sivocenter.com/salesforce?autoConnect=1.

3 · Auto-discovery

SIVO queries your org and configures automatically:

• org_id and scrt_base_url.
• call_center_name (needed for Omni-Channel).
• Sandbox vs production.

4 · Map users

Click “Auto-import SF users” → SIVO matches by email between active SF users and your SIVO agents. Confirm or fix.

5 · First call

Call a DID configured in SIVO. It should:

1. Create a VoiceCall record in SF via SCRT2.
2. Route to an agent via Omni-Channel.
3. Ring on their WebRTC softphone inside the SF console.

Verification

In SF, run:

SELECT Id, CallStatus FROM VoiceCall ORDER BY CreatedDate DESC LIMIT 1

Should return a row with CallStatus = inProgress or completed.

→ Full technical guide in docs.