BT Cloud Work for Salesforce
BT Cloud Work for Salesforce
by British Telecommunications plc.

Integrate BT Cloud Work system directly into your Salesforce account and start creating a more collaborative CRM experience.

Salesforce App Integration for BT Cloud Phone

Let BT Cloud Work for Salesforce enhance your CRM experience by automating workflows, increasing call efficiency and improving the quality of customer interactions. The integration lets you make and receive calls directly from your Salesforce account. You can also quickly assign call dispositions, log calls, take notes, schedule meetings and more, without jumping back and forth between applications.

Available for Salesforce Classic or Salesforce Lightning.

What's New:

Installation Made Easy: Now introducing an install wizard that will take the admin through a series of simple steps to configure the integration in 7 simple steps.

  • Create a call center from the wizard
  • Add and assign users to the call center from the install wizard
  • Configure advanced features
  • Easily manage access to reports, mobile features and recording link from the wizard

"Do Not Contact" Settings: BT Cloud Work for Salesforce will now honor Do Not Contact (DNC) settings for records in Salesforce and prevent or alert users from placing a call or sending a text message to contacts who are marked as DNC.

  • Salesforce admins have flexibility to configure two levels of enforcement for end users
  1. Completely block end users from calling a record under DNC
  2. Alert the user that the record is under DNC and let them override and call.
  • The DNC settings will apply when users initiate calls or SMS through BT Cloud Work from the Salesforce mobile app

Key features:

  • In-App Calling: Now using WebRTC technology, leverage BT Cloud Work calling capabilities like call controls, inbound, and outbound calls without ever navigating away from Salesforce.

  • Performance reporting: View a complete dashboard of your team’s performance. Now you can edit and customize the BT Cloud Work Analytics data as a native Salesforce report through our Cloud Phone Report.

  • High Velocity Sales (HVS): By powering the telephony side of a sales cadence we allow sales reps to click-to-call right from their work queue and log them with a HVS disposition to move your sales cadence forward. Only available for Salesforce Lightning.

  • Click-to-call: Place calls from within Salesforce by clicking on any phone number, saving time and improving call efficiency.

  • Instant screen pop-up: Incoming calls trigger screen pops with 360° view of the caller enabling quality interactions.

  • Call logs: With advanced features such as offline call logging and multi-call log option, agents can address the most important tasks first.

  • Schedule meetings: Seamlessly schedule a BT Cloud Work meeting from within your Salesforce account.

  • Access from anywhere: Connect on both Windows® and Mac®, using any popular browser.

  • Work the way you want: Work in Salesforce Classic or Salesforce Lightning UI.

  • Integrates with Salesforce app: Click to dial any number in the Salesforce1™ Mobile App to initiate calls using your BT Cloud Work Mobile app


Seamless integration with Salesforce
Integrating your BT Cloud Phone solution with everyday applications, such as Salesforce, allows you to automate tedious tasks, make your workflows more efficient, and offer your customers a superior experience.

Streamlined business communications
BT Cloud Phone  for Salesforce reduces the need for agents to switch between multiple devices and applications to access key business functionalities to accomplish their daily tasks.

Exceptional customer experiences
Access to key customer information and call history allows agents to deliver timely and personalized customer experience.

Original release date: 2017-11-26


  • BT Cloud Work for Salesforce is available for Connect and Collaborate customers.

  • You must have a Salesforce Professional, Enterprise or Unlimited Edition account.

  • Requires Windows® XP or above or Mac OS® X 10.8 Mountain Lion or above.

  • Supported browsers include: Chrome™ 30 (or later), Firefox® 25 (or later), Safari® 6.0.5 (or later), and Internet Explorer® 10 (or later).

  • If utilizing Service Cloud, user must have a Service Cloud account

  • BT Cloud Work for Salesforce is NOT compatible with community licenses.

  • High Velocity Sales feature compatibility: ONLY available for Lightning. 

  • Last updated: 05/26/21