Smart Assign Calls to Records in Salesforce

Smart Assign in Unaric Voice automatically links inbound and outbound calls to the most relevant Salesforce record, like a lead, contact, or account, based on where the interaction starts or who’s calling.

For outbound calls, the record you're calling from is immediately assigned. For inbound calls, Unaric Voice uses the caller ID to match existing records, ensuring every call is logged in the right place without manual effort. Calls can even be assigned to Custom Records.

When a matching Salesforce record is identified during a call, it’s instantly assigned. If multiple matches exist (e.g., a shared office line), agents can choose the correct record from a list.

If no match is found, agents can create a new lead or contact from the SoftPhone. The assignment is live and can be adjusted during or after the call - providing flexibility without sacrificing accuracy.

In addition to assigning a call to a primary record, agents can link one secondary object - like an opportunity, case, or custom record. For example, a call can be logged against both a contact and a related case.

This is especially useful in sales and support workflows where multiple touchpoints matter. Everything is tracked and available in the record’s activity history.

When Salesforce Person Accounts are enabled, Smart Assign knows how to handle them correctly.

Outbound calls from a Person Account are logged under the associated contact, and inbound calls matched to an account are reassigned automatically to the linked contact. This ensures consistency in activity history and full compatibility with Salesforce reporting, cadences, and follow-ups.

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