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Five9
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Five9
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Supported Events for Salesforce Workflow Configuration
The following table lists all the call types and events that can be configured within Salesforce workflows in Five9. These events specify the various triggers and actions available for integration with Salesforce.
Pacing Mode | Call Type | Event | Description |
Inbound | Inbound | alerting | When an Inbound Call displays on the Agent's screen to accept/reject |
connected | When an agent accepts an inbound call | ||
DROPPED | When the agent clears the call after setting the disposition using the Five9 ADT | ||
Preview | Regular-Call | alerting | When the call is in the preview state |
CustAnswered | When the customer answers the call | ||
DROPPED | When the agent clears the call after setting the disposition using the Five9 ADT | ||
Predictive | Regular-Call | alerting | When the customer answers the call |
CustAnswered | When the agent accepts the call | ||
DROPPED | When the agent clears the call after setting the disposition using the Five9 ADT | ||
Progressive | Regular-Call | alerting | When the customer answers the call |
CustAnswered | When the agent accepts the call | ||
DROPPED | When the agent clears the call after setting the disposition using the Five9 ADT | ||
Manual Outbound | Regular-Call | Ringing | When the agent dials a call |
DROPPED | When the agent clears the call after setting the disposition using the Five9 ADT |
Recommended Workflow Configurations
The following table outlines our recommended configurations for Salesforce workflows including actions such as Screen Pop and creating/updating objects in Five9.
Pacing Mode | Call Type | Event | Suggested Configuration | Description |
Inbound | Inbound | alerting | Screen pop (Look Up), Invoke SF Page | When an inbound call displays on the agent's screen to accept/reject |
connected | Object Creation | When an agent accepts an inbound call | ||
DROPPED | Object Update (Call Log) | When the agent clears the call after setting the disposition using the Five9 ADT | ||
Preview | Regular-Call | alerting | Screen pop (Look Up), Invoke SF Page | When the call is in the preview state |
CustAnswered | Object Creation | When the customer answers the call | ||
DROPPED | Object Update (Call Log) | When the agent clears the call after setting the disposition using the Five9 ADT | ||
Predictive | Regular-Call | alerting | Screen pop (Look Up), Invoke SF Page | When the customer answers the call |
CustAnswered | Object Creation | When the agent accepts the call | ||
DROPPED | Object Update (Call Log) | When the agent clears the call after setting the disposition using the Five9 ADT | ||
Progressive | Regular-Call | alerting | Screen pop (Look Up), Invoke SF Page | When the customer answers the call |
CustAnswered | Object Creation | When the agent accepts the call | ||
DROPPED | Object Update (Call Log) | When the agent clears the call after setting the disposition using the Five9 ADT | ||
Manual Outbound | Regular-Call | Ringing | Screen pop (Look Up), Invoke SF Page, Object Creation | When the agent dials a call |
DROPPED | Object Update (Call Log) | When the agent clears the call after setting the disposition using the Five9 ADT |
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