A Salesforce integration with Qwaiting connects your queue management system with your CRM, allowing customer information and queue activity to flow automatically between the two platforms. This helps staff access customer records instantly while keeping Salesforce updated with every customer interaction.
How the integration works ?
Ensure you have:
A Salesforce account with API access enabled.
A Salesforce Connected App.
Client ID from the Connected App.
Client Secret Key from the Connected App.
Redirect URI configured in Salesforce.
Navigate to Integrations
Salesforce Manage
3. Click on manage.
Required Credentials
To establish the connection, you will need the following details:
Field | Description |
Client ID | The Consumer Key generated in your Salesforce Connected App. |
Client Secret Key | The Consumer Secret generated in your Salesforce Connected App. |
Callback URL | https://yourdomain.qwaiting.com/salesforce/callback (Configure this URL as the Redirect URI in your Salesforce Connected App.) |
What Happens After Integration?
After a successful connection:
Customer information can be synchronized with Salesforce.
Staff can access Salesforce customer details while serving customers.
Queue activities can be recorded in Salesforce.
Customer interactions remain up to date across both platforms.
Customer joins the queue
A customer books an appointment or joins a queue through:
QR Code
Self-service kiosk
Mobile Queue
Online booking
The customer provides details such as:
Name
Phone number
Email address
Service selected
Qwaiting searches Salesforce
Using the customer's email, phone number, or another unique identifier, Qwaiting queries Salesforce.
If a matching record exists:
The customer's Salesforce profile is retrieved.
Staff can view relevant CRM information before serving the customer.
If no record exists (optional):
Qwaiting can create a new Lead or Contact in Salesforce, depending on the configured workflow.
Queue activity is synchronized
After the visit, Qwaiting can send queue data back to Salesforce, including:
Ticket number
Queue name
Branch
Service selected
Check-in time
Waiting time
Service start time
Service completion time
Staff member who served the customer
Visit status (Completed, Cancelled, No-show, etc.)