Salesforce Configuration for Outreach: End to End Guide & Best Practice

Overview

This guide provides setup instructions for configuring the Outreach plugin to Salesforce. While the recommendations provided support the majority of team workflows in Outreach with a standard Salesforce configuration, such configurations can vary based on your desired workflow, Salesforce setup, and organizational needs.

Note: The images in this guide may reference a Salesforce setup that differs from your organization's.

Getting Started: Plugin Requirements

API Access

Outreach uses REST API calls to communicate and sync with Salesforce. Note that not all editions of Salesforce include API calls out of the box. Before configuring the bi-directional sync with Outreach, ensure you have a Salesforce Edition with REST API access.

• Salesforce Enterprise/Unlimited Edition: REST API included.
• Salesforce Professional Edition: requires the Web API Package and purchase of API Call Bundles.
• Salesforce Essential Edition: does not support REST API access, even with an add-on.

To check your SFDC version, navigate to Setup > Company Information. Under Organization Detail, review the Organization Edition.

• To determine if an API package has been purchased: Navigate to Setup >Company Information. API access is included in Enterprise/Unlimited but needs an add-on for Professional.
• To check API Usage: Go to Setup > Monitor > System Overview to see API requests (if enabled).
• To verify API Enabled Permission: Go to Setup > Profiles > System Permissions and look for API Enabled.
• To confirm Add-On Purchase: Check with your Salesforce account rep or review your invoices.
  API usage stats don’t confirm whether the API add-on is purchased. You may need to check permissions or ask Salesforce.

Integration User

The individual who connects the plugin (the Outreach Admin) must have the following permissions in Salesforce:

• Create, read, and edit data on required objects that need to be shown in Outreach including–but not limited to–Accounts, Contacts, Leads, Opportunities, User Roles, and more.
• Field-Level Security settings that allow the user profile to view and modify any mapped fields.
• User profile connecting Salesforce to Outreach must have the API Enabled option enabled under System Permissions.

CRM Integrations Overview

Connecting Outreach to SFDC

Here is an overview of the process for configuring an integration between Outreach and Salesforce.

1. Log in to Outreach as an Admin.
2. Click Administration > Integrations.
3. Click CRM.
4. Select the option that reflects your preference/CRM setup from among the three options available: Salesforce, Salesforce sandbox, and Microsoft Dynamics.
   Note: You can only have one plugin connected at a time.
5. In the ensuing pop-up, enter Salesforce login credentials for the intended integration user's. You may be prompted to separately log directly into Salesforce if not already logged in.

Common Connection Errors

You may encounter some errors when you try to set up the connection. Some common scenarios are:

• Admin Credentials required to connect: Make sure you use a Salesforce Administrator's login credentials to connect the Salesforce Sandbox or Production.
• Sandbox timeout issues: If experiencing connection breaks every 24-48+ hours (or more), check your timeout settings in Salesforce.

See also: Connecting & Testing Salesforce Plugin Environment

Sync: Conflict Resolution

Outreach has an intelligent Conflict Resolution layer to our Salesforce sync to mitigate discrepancies in data from simultaneous updates in Outreach and Salesforce.

For example, if your team is executing a task on a Lead in Outreach at the exact same time a Salesforce admin is updating a field on that same lead in Salesforce, most tools would encounter a row lock, or worse, one tool prioritizing their data over the other.

 

With Outreach, we’ll scan the lead field by field, to look for updates and apply/update accordingly.

 

Limits

Limits allow an admin to set limits on how many API calls Outreach can make on a given day. An API call is a request made by one system (Outreach) to another (Salesforce) through a defined interface, asking for data or services, which the second system then processes and returns a response for.

The API calls available are designated by the Salesforce environment, and if you need additional API calls, we recommend reaching out to your Salesforce representative.

Global API Call Usage is the number of API calls used by all applications connected to the SFDC that require API calls.

• Best Practice: Set to 70-80% of Total API Calls

Outreach-specific API Call Usage breaks down the Global API call usage to illustrate how many API calls Outreach is using.

• Best Practice: Set to 20-30% of Total API Calls

Note: Admins will receive a notification if the instance is approaching API limits. When a limit is hit, Outreach will no longer sync data to / from Salesforce. However, the total API call usage is based on a rolling 24-hour schedule so admins can push activities.

See also:

• Outreach API Call Usage Overview
• Reducing API Call Usage Best Practices

Limits: API Call Timing

Inbound Syncing from SFDC to Outreach (Bulk)

Automatic polling can detect up to 2,000 newly created/updated SFDC records in 1 API call. It can then import 200 of those records at a time per 1 API call (a Salesforce limit).

Example: If 2,000 new records are detected in 1 polling cycle, 11 API calls will be used to bring them in (1 for polling; 2,000/200 = 10 API calls for creation).

Outbound Syncing from Outreach to SFDC (Near Real Time)

Outreach pushes all completed activities and record changes back to Salesforce in real time.

Pushed changes are usually seen in 30-45 seconds. However, if you are updating or force-syncing a high volume of records, you may experience slower sync times.

Advanced settings

The Advanced sync settings configuration window provides options on syncing Salesforce users and the merging and deleting of records.

To access Advanced sync settings, navigate to the three dots (...) on the top right side of the window > Advanced settings.

 

• We recommend enabling the Sync merge and deleted records toggle, then configuring the options below it. Outreach will review all records of the selected types with an external Salesforce ID to see if a merge or delete event has occurred in Salesforce. If one of these events has occurred, Outreach will move the corresponding record to the recycle bin.
• When connecting or reconnecting the integration, if you are prompted to refresh users on reconnect, select Yes.

Note: Outreach will not take action on records without an external Salesforce ID. Only records with an associated Salesforce mapping will be affected by the clean up process.

Activity

Activity captures each action that has been initiated and synced to or from Outreach. To access your Activity, navigate to the three dots on the top right side of the window > Activity.

Filtering Plugin Errors

Searching with plugin errors filtered will help you identify what actions in the plugin are preventing the it from syncing properly.

To filter plugin errors:

1. In Activity, click the filter at the top right hand corner.
2. Use the filters under System Update > Plugins to target specific actions from the Plugin.

These are our most common search filters in the plugin, targeting sync errors between Salesforce and Outreach:

• System Update > Plugins > Plugin Sync Error
• System Update > Plugins > Plugin Type Mapping Sync Error

Logs

Logs provide an export of Salesforce sync errors.

To access Logs: At the top right of the window, the three dots (...) > Logs.

The Logs will show which actions are happening, when they are happening, and if Outreach is able to sync. From here, you can export the last 10,000 errors or the errors that occurred in the last 90 days (whichever is fewer).

Common Errors

• Lead Queues not mapped (Resource Users does not exist)
• Validation Errors
• Salesforce Permissions not allowed
• Incorrect User Mappings
• Required fields missing

Import/Export CRM Sync Configuration

The function to import or export CRM sync configuration allows you to restore/backup your configuration, or to push changes from a Sandbox environment.

To access these Import/Export options:

1. At the top right the window, click the three dots (...).
2. In the resulting dropdown, click the desired option:
   • Import CRM sync configuration
   • Export CRM Sync Configuration

This functionality is ideal for performing the following activities:

• Uploading Plugin in Outreach Sandbox after an Sandbox refresh in Salesforce
• Moving Plugin through multiple Sandboxes for testing
• Updating Production Plugin after Sandbox Validations
• Obtaining hard copy of plugin metadata

See also:

• How to Export CRM Configurations
• How to Import CRM Configurations

CRM Overview

Common Objects

Once you have granted access and reviewed your Advanced Settings, you will begin your configuration. The Overview page displays the different objects within Salesforce and the different options available to connect to those objects from Outreach. The options that are chosen will control the flow of data between Outreach and Salesforce for those objects.

The list below includes some of the more common objects that Outreach integrates with:

1. Lead
2. Contact
3. Account
4. Opportunity
5. Event
6. Lead Status
7. User
8. User role
9. Task
10. Account team

In addition to the aforementioned, Outreach also supports Custom Object syncing.

See also: Object Syncing

Object Setup

When you click on any object in the list, there are three tabs for configuring the bi-directional data sync:

• Configuration: This tab is where you configure the settings on how data is exchanged between Outreach and Salesforce, including field mappings, sync frequency and sync conditions
• Record mappings: This tab shows the linked Outreach to Salesforce records for the given object
• Advanced settings: This tab is where you can configure some additional settings related to advanced syncing and tasks

Configuration

Set Object syncing

When you click into an object, the top section (set Objects syncing) will enable you to define how this object should sync between Salesforce and Outreach. You will see four checkboxes – two on the Salesforce side and two on the Outreach side. The two on the Salesforce side are Outbound Create and Outbound Update, and the two on the Outreach side are Inbound Create and Inbound Update.

Set Field Mapping

Field mapping determines which fields are connected with Outreach and whether updates come in from Salesforce, push out from Outreach, or both.

• Updates In: Brings updates made from Salesforce into Outreach
• Updates Out: Pushes updates made from Outreach into Salesforce

Note: Net new records are created with all mapped fields, regardless of the updates in/out checkboxes.

Add Mapping

To utilize Outreach’s native fields and map to the corresponding fields in Salesforce:

1. Click Add mapping to add an additional field.
2. Select the Outreach field (right) and map to the corresponding Salesforce field (left).
3. Check Updates In/Out.
4. Click Save.

What fields should I map in?

• Email Variables (Personalization): Use any fields that live in Salesforce as variables in your emails (e.g., first name, company, etc.)
• Grouping Prospects for Sequence: Map down fields that refer to ways your team can filter or group prospects (e.g., industries, states, personas, titles, etc.)
• Auto Routing into Sequence: Map in fields to set triggers that put prospects straight into a sequence based on certain fields.

Fields: Adding a Custom Field

To add a custom field in Outreach:

1. Navigate to Integrations > CRM.
2. Click into the Object you want to create a Custom Field for.
3. Click Add Mapping.
4. From the dropdown, select your Salesforce field and the corresponding Outreach custom field.
5. Navigate to Records > the Object you just create the custom field for.
   Note: In some cases, you will need to navigate to the Fields Configuration tab.
6. Click Add Configuration.
7. Find the Custom Field you added. The system should automatically populate the field type, field label, and any other validation (e.g., picklist values, if applicable).
8. Click Add.

Note: This procedure does not apply for Custom Objects.

Fields: Advanced Field Mappings

While configuring Salesforce Plugin settings, occasionally there is a need to use Advanced Field Mappings to get information to update correctly from your Salesforce to Outreach.

If a field is already mapped and syncing, you don't need to adjust these settings. Outreach does not recommend adding or removing advanced mappings from existing field mappings, as this could cause records of that object type to stop syncing.

Accessing Advanced Field Mapping settings:

1. Hover to the right of the field.
2. Click the three dots (...) > Advanced settings.

Configuring Advanced Field Mapping settings:

• Skip Empty Values When Sending Data to a SFDC: This default setting ensures data in the Salesforce cannot be overwritten with a blank value. If deselected, blank data can be pushed to the CRM.
• Skip Empty Values When Loading Data from a CRM: This default setting ensures data in Outreach cannot be overwritten with a blank value from CRM. If deselected, blank data can be pushed to Outreach.
• External Empty Placeholder: Allows Outreach to substitute a blank value with text in the event a blank value is attempting to push to the CRM. (For this to work, you must disable both Skip Empty Values When Sending and Skip Empty Values when Loading.)
• Internal Empty Placeholder: Allows Outreach to substitute a blank value with text in the event a blank value is attempting to push to Outreach. (For this to work, you must disable both Skip Empty Values When Sending and Skip Empty Values when Loading.)
• External Mapped Type: Provides the list of lookup field types that Outreach can map to. This should be used when mapping a lookup field in SFDC to a lookup field in Outreach.
  Look for name instead of record ID: Enables Outreach to lookup the Record Name rather than the Record ID in the CRM. (This checkbox is only for Lead Status and Opportunity Stages.)
• Display Name instead of record ID: Enables Outreach to display the Record Name rather than the Record ID from a SFDC. This should be used when mapping a lookup field in SFDC to a custom field in Outreach. (Outbound update for this field will be disabled.)

Set Sync Frequency

Outreach syncs objects through two mechanisms: Polling and Pushing data.

Polling: Salesforce Syncing to Outreach

• How Polling works: Polling allows Outreach to automatically scan Salesforce for any newly created records or changes to existing records. If Inbound Create and Update are enabled, this allows Salesforce to automatically create or update records in Outreach.
• Frequency: New records and updates sync from Salesforce into Outreach depending on the interval you choose for your polling cycle. The default setting is 10 minutes, but can be adjusted to change API usage or enable workflows.
• Fine-tuning: You can also add conditions for Polling to set parameters for what records are polled by clicking Add Condition.

Pushing: Outreach Syncing to SFDC

• How Pushing works: Pushing allows Outreach to automatically send Salesforce any newly created records or changes to existing records. If Outbound Create and Update are enabled, this allows Outreach to automatically create or update records in Salesforce.
• Frequency: Changes such as completed activities or field updates like an automatic stage change will push back to the corresponding record in SFDC in near real-time (typically 30-45 seconds depending on the amount of data trying to sync back to your Salesforce instance).

Only new or updated records are brought in via polling when you first set up your sync. There are a few different ways to bring your historical new or existing records from Salesforce into Outreach. These include:

• SFDC List View
• SFDC Report
• CSV
• Sync Historical Records

Note: By default, Outreach prevents duplicate contacts from being created by allowing only one record per unique email address. If your sales process relies on using more than one record per email address (Purposeful Duplicates), this can be enabled in your Org Settings. If you don’t see the option to enable this, please contact support.

Set Sync Conditions

You can utilize conditions to set criteria for the sync taking place. When you enable inbound or outbound update or create for each object, you’ll see an option to add conditions (+add) at the bottom of the page. Multiple conditions can be added for each of the options.

Tip: If you have multiple conditions you can select if it should be an AND or an OR statement by clicking on the dropdown to the left of the condition. The default will be AND.

• Example: We want Salesforce leads to be created as prospects in Outreach ONLY when the prospect has an email address AND they have not already opted out.

Record Mappings

The Mappings tab shows every record mapping between Salesforce and Outreach (prospects, accounts, tasks, etc.). Every record must be mapped to its corresponding record in Salesforce to accurately sync data.

Admins will utilize the Record Mappings tab when remapping users (remove the mapping, then add a new mapping), configuring the Lead Status object, and/or mapping Opportunity Stages.

To re-sync or remove a record mapping, hover to the right of the specific record and click on the dots. Select the appropriate option from the dropdown.

 

To add a new mapping, click Add mapping, then select the SFDC record and the correct Outreach record.

Common Object Configurations

Note: In each object type section below, we will show a common setup. These are often seen in Outreach, but your company's specific needs may differ.

User

Users in Salesforce are mapped to Users in Outreach. Syncing in the user ensures that we provide the ownership of lead, contact, account, and opportunity records.

 

Sync

• Best practice is to keep your polling to ‘Only when synced manually.’ New users will be automatically created as locked users if they own a record that has been newly synced to Outreach.
• Polling can be enabled to keep users up to date in Outreach (typically user role or title changes) but note that this may bring in all your CRM users into Outreach and users cannot be deleted.

Fields

• We generally recommend updates IN only but this can vary based on your organization’s needs.

Mappings

• Ensure there is a one-to-one mapping for users.
• If you have Lead Queues, these will need to be mapped manually.

See also: How to Map a Salesforce Queue in the CRM Plugin

User Role

User Role syncs with the User object from Salesforce to Outreach. Outreach will bring the role of the User in when the User is created, creating a hierarchy that can be leveraged as part of permissions in Users & Permissions > Profiles.

Sync

• When a user is created, the user role will be created using the User role object.
• If you need to update User Roles automatically, you will need to enable Polling, Inbound Create, and Inbound Update.

Fields

• We generally recommend updates IN only but this can vary based on your organization’s needs.

Lead

Leads in Salesforce are mapped to Prospects in Outreach. We recommend that Salesforce be the source of truth for the creation of new Leads, but that updates utilize the bi-directional sync.

Sync

• If Polling is enabled, Outreach will look to Salesforce for any new or modified leads. (Note: Keep polling off until your configuration setup is complete.)
• If Inbound Create is enabled, any new leads or updated leads in Salesforce will be created in Outreach.
• If Inbound Update is enabled, any modifications in Salesforce will be reflected in Outreach, per the field mappings.
• With Pushing and Outbound Update enabled, updates in Outreach will push automatically into Salesforce. (Note: You will be able to control exactly which fields you allow Outreach to update in Salesforce.)

Fields

• You can add and map custom fields for the Lead object.
• An example of a field you may want to map for your Lead is State, from which you can derive Prospect time zone information (US and Canada only).

Contact

Contacts in Salesforce are mapped to Prospects in Outreach. We recommend that Salesforce be the source of truth for the creation of new Contacts, but that updates utilize the bi-directional sync.

Note: We recommend setting the polling as frequently as possible, keeping in mind your CRM API limits.

Sync

• Typically, the setup for Contacts will look similar to the Lead object.

Fields

• You can add and map custom fields for the Contact object.
• An example of a field you may want to map for your Lead is State, from which you can derive Prospect time zone information (US and Canada only).

Lead Status to Prospect Stages

Stages are extremely important for reporting in Salesforce and in Outreach. Depending on the organization, there are two methods for configuring lead status to prospect stages.

Option 1: Map Outreach Prospect Stages to and from Salesforce Lead Status

The ideal setup is matching your Lead and Contact Status(es)* with Outreach Prospect Stages. If your current status values align with the way Outreach thinks about Stages (e.g., cold/not started, working, unresponsive, nurture, etc.), we recommend this setup.

*If applicable.

Requirements:

• Create one-to-one mapping between Lead and/or Contact Status(es) and Outreach Prospect Stages.
• If you have Lead and Contact Statuses, picklists in both fields must match identically.
• If you have sub-statuses, please follow this guide.

How to set it up:

1. Set up Prospect Stages.
2. Configure Lead Status object.
   • Sync: All Disabled. Any additions or changes to stages should be brought in and mapped individually.
   • Fields: N/A
   • Mappings:
     1. Go to Record Mappings tab.
     2. Click Add Mapping.
     3. Search for a Salesforce Mapping and match it to the corresponding Outreach Prospect Stage.
     4. Continue to add stage mappings until you’ve mapped all Lead and Contact Stages.
        See also: How To Map the Lead and Contact Status to Outreach Stages
3. Go back to the Lead Object.
4. In the Lead Object's Configuration tab, scroll down to Set field mapping.
   1. Status on the Salesforce Lead Field should be mapped to Stage in Outreach by default. If Stage does not exist, add a mapping, map Status to Stage, and click the three dots (...) to the right of the mapping to open Advanced settings.  
   2. Enable the Mapped Field toggle, select Lead Status from the dropdown menu, and check Look for name instead of record ID. Save your changes.
   3. Check both checkboxes to sync the Lead stage between Outreach and Salesforce.
5. [OPTIONAL] If you use a Contact Status with the same values, repeat the above steps for the Contact Object.
   1. Go to the Contact Object.
   2. In the Configuration tab, scroll down to Set field mapping.
   3. Click add mapping.
   4. Map Contact Status in Salesforce to Stage Name in Outreach. (No advanced settings are needed.)
   5. Check both checkboxes to sync the Lead stage between Outreach and Salesforce.

Stage vs Stage Name: The Outreach Stage field should only be mapped to your Salesforce Lead Status. If you are mapping Outreach Stages to any other field that is not Lead Status (e.g., Contact Status), Stage Name should be used.

Option 2: Map Outreach Prospect Stages to and from Salesforce Custom Field

This is the alternative setup should you need to keep Prospect Stages and Lead/Contact* Status(es) as separate fields in Salesforce and Outreach. We recommend this setup if you want to keep your Salesforce statuses, but also want to leverage Outreach stages to track engagement.

*If applicable.

Requirements:

• Create a custom field in Salesforce called Outreach Stage on the lead and/or Contact Object. The Outreach Stage will be mapped to this field.
• Map Salesforce Lead and/or Contact Status(es) to a custom field in Outreach.

How to set it up:

1. Set up Prospect Stages.
2. Add a new label for Status in Prospect custom fields (Admin > Records > Prospects).
3. Create an Outreach Stage custom field in Salesforce for the Lead Object (and Contact object if needed).
4. Go back to Outreach and review the Lead Status object:
   • Set Object Syncing: All disabled
   • Set field mapping: All disabled
   • Record mappings: N/A
5. Lead Object → Set field mapping:
   • Add a mapping. Under the right column (Select Outreach field), find the field labeled Stage Name and on the left, map it to the Outreach Stage field created in Step #3 (Select Salesforce field).
   • Select the checkbox on the left for Updates Out Only. This sends the Stage to Salesforce from Outreach for reporting purposes. This is an Outreach only stage (no need to update from Salesforce to Outreach).
   • Add another field. Under the right column (Select Outreach field), find the field labeled Status (Custom field) created in Step #2 and map it to Status (Select Salesforce field).
   • Open advanced settings by clicking on the three dots to the right hand side of your mapping and ensure that the Mapped Field toggle is OFF.
   • Select the checkbox for Updates In Only.
6. Contact Object → Fields:
   • Add a field. Under the right column (Select Outreach field), find the field labeled Stage Name and map it to the Outreach Stage field created in Step #3 (Salesforce Contact Field).
   • Select the checkbox on the left for Updates Out Only. This sends the Stage to Salesforce from Outreach for reporting purposes. This is an Outreach only stage (no need to update from Salesforce to Outreach).

Account

Accounts in Salesforce are mapped to Accounts in Outreach. We recommend that Salesforce be the source of truth for the creation of new accounts but that updates utilize the bi-directional sync.

Sync

• If Polling is enabled, Outreach will look to Salesforce for any new or modified Accounts. (Note: Keep polling off until your configuration setup is complete.)
• If Inbound Create is enabled, any new Accounts or updated Accounts in Salesforce will be created in Outreach.
• If Inbound Update is enabled, any modifications in Salesforce will be reflected in Outreach, per the field mappings.
• With Pushing and Outbound Update enabled, updates in Outreach will push automatically into Salesforce. (Note: You will be able to control exactly which fields you allow Outreach to update in Salesforce.)
• Under Advanced settings tab in the Account Object if Create associated contacts and account teams when syncing into Outreach is...
  • Enabled: Any related contacts to the account will be created.
  • Disabled: You may get "shell" accounts in Outreach with no prospects associated.

Fields

• You can add and map custom fields for the Account object.
• Fields to Consider: Ownership fields (e.g., CSM Owner), Account Status, Account Type (e.g., Client, Not a Client).

Opportunity

Outreach supports a bidirectional sync from Salesforce into Outreach for Opportunities. However, for customers who are not using in-line editing we recommend that the sync only be enabled from Salesforce to Outreach. In this case, all updates should occur in Salesforce only.

Note: If you are using Outreach for Pipeline Management & Forecasting, please refer to the section with in-line editing. Otherwise, please refer to the section without in-line editing.

 

1. With in-line editing

Sync

• If Polling is enabled, Outreach will look to Salesforce for any new or modified opportunities.
• The creation or update of opportunities should live within Salesforce but Opportunities can be updated in Outreach.
• Typically, we recommend turning on Polling, Pushing, Inbound Create, Inbound Update, and Outbound Update.
• Under the Advanced Settings tab on the Opportunity Object, we recommend enabling Create associated contacts when syncing into Outreach. This means:
  • Any related contacts to the opportunity will be created.
  • Furthermore, configuring the Opportunity Contact role object will ensure that prospects are correctly associated with opportunities.
  • If Create associated contacts when syncing into Outreach is disabled, you may get "shell" opportunities in Outreach with no prospects associated.

Fields

• You can add and map custom fields for the Opportunity objects.
• Add and map any fields that will be used for Opportunity Triggering or SmartViews.
• Other fields to consider: Opportunity Ownership, Type, Record Type, Stage (e.g., Closed Opps).
• Select the Updates to Salesforce checkbox for each field that needs to sync back to Salesforce.

2. Without in-line editing

Sync

• If you don’t use in-line editing, the creation or update of opportunities should live within Salesforce.
• All Pushing and Outbound toggles are off.
• Typically, we recommend turning on Polling, Inbound Create, and Inbound Update.
• Under the Advanced Settings tab on the Opportunity Object, we recommend enabling Create associated contacts when syncing into Outreach. This means:
  • Any related contacts to the opportunity will be created.
  • Furthermore, configuring the Opportunity Contact role object will ensure that prospects are correctly associated with opportunities.
  • If Create associated contacts when syncing into Outreach is disabled, you may get "shell" opportunities in Outreach with no prospects associated.

Fields

• You can add and map custom fields for the Opportunity objects.
• Add and map any fields that will be used for Opportunity Triggering or SmartViews.
• Other fields to consider: Opportunity Ownership, Type, Record Type, Stage (e.g., Closed Opps).

Opportunity Contact Role

Outreach supports the bi-directional sync of Opportunity Contact Roles. Contact roles are required in order to associate the Prospect to an Opportunity in Outreach. The bi-directional sync allows association between contact (prospect) and opportunity to happen in both Outreach and Salesforce.

 

Sync

• Typically, we enable Polling, Pushing, Inbound Create, Inbound Update, Outbound Create, Outbound Update, and Outbound Delete.
• Important! You can set up polling for roles, deleting any you do not need, or add roles manually -- this ensures users can select a valid role in Outreach when associating a Prospect to an Opportunity. To do so:
  1. Navigate to Records > Validations > Add Validation rule.
  2. In the Type dropdown menu, select Prospect role.
  3. In the field dropdown menu, select Role.
  4. Click Next.

Opportunity Stages

Mapping Opportunity Stages follows the same process as mapping the Lead Status. All sync toggles remain off and Outreach Opportunity Stages should be mapped to your Salesforce Opportunity Stages.

Step 1: Set up Opportunity Stages

• Go to Records > Opportunities > Stages tab > Add Stage.
• Opportunity Stages must be mapped exactly as they appear in Salesforce, including spelling, capitalization, etc.
• See also: How To Add Opportunity Stages To Outreach

Step 2: Configure Opportunity Stages object

1. Go to Integrations > CRM > Opportunity stage object
2. Under set object syncing: All Disabled. (Opportunity stages will be manually mapped to avoid unnecessary opportunity stages from automatically being created)
3. Then go to Record mappings > Add mappings
   • Fields: N/A
4. Mappings: Add mapping on the top right-hand side                                                                           
5. Search for a Salesforce Mapping and match it to the corresponding Outreach Opportunity Stage.
   Continue to add stage mappings until you’ve mapped all Opportunity Stages.

See also: How To Map Salesforce Opportunity Stages To Outreach

Events

Calendar events in Outreach (Meetings) can be synced to Salesforce as an Event against the corresponding record (Contact, Lead, or Opportunity). Configuring Conditions for calendar events will be important -- for example, to ensure that only prospect meetings are synced to Salesforce (as opposed to internal meetings).

Sync

• If you want your Calendar events to sync from Outreach to Salesforce, enable Outbound Create and Outbound Update.
  Note: Enabling Polling will not work as Events are a one-way sync from Outreach to Salesforce.
• Ensure that Automatically push changes to Salesforce is checked to ensure Meetings push to Salesforce from Outreach.

See also: Sync Outreach Meetings to Salesforce

Conditions

The Event sync will have conditions attached to it by default:

• If prospect is not empty AND;
• Canceled is false AND;
• Is Organizer? is true.

You may want to consider some additional conditions. For example, a condition of Source is not sync added to Outbound Create and Outbound Update may help prevent additional meeting invites from being sent when connecting calendars. We occasionally recommend this setup because without these conditions it will push all historical meetings into Salesforce when a new user connects their calendar.

Fields

If users are booking on behalf of another individual:

• Create a Booked By user field in Salesforce, add a new mapping, and map it to Booker in Outreach.
• Alternatively, update the Created by ID field in Outreach to the Booked By field you created in Salesforce.
• This credits the user who sent the meeting invite (e.g., SDR booking on behalf of an AE).

Map Meeting Type Name:

• Create a Meeting Type Name field in Salesforce, add a new mapping, and map it to Meeting Type Name in Outreach.
• This allows you to report on Events by Meeting Types in Salesforce.

For more context and detailed reporting, see also: Add in advanced fields

Standard vs. Advanced Task Mapping

Task Mapping Introduction

Outreach can sync activity data into Salesforce in two different ways: Standard Task Mapping (STM) or Advanced Task Mapping (ATM). Any tasks completed in Outreach, both sequenced and one-off, can be synced to Salesforce. This includes email, call, and generic tasks. Generic tasks include LinkedIn tasks and action Items. Here is an overview of some of the differences between STM and ATM.

Note: No matter which of the two configurations you choose (STM or ATM), task syncing is always one-way from Outreach to Salesforce. Historical email activity for up to twelve months will be available in Outreach if Outreach is connected to a user’s mailbox.

	Standard Task Mapping	Advanced Task Mapping (Best Practice)
Sync Activities/Tasks to Salesforce	Pushes activity through the Lead-to-Prospect and Contact-to-Prospect sync.	Uses its own object in Outreach, allowing you to configure and set filed mappings for each task type.
Granular Activity Information (e.g., Call Duration)	❌	✔️
Fields Mapped One-to-One	❌	✔️
Detailed Reporting (e.g., Voicemail Recordings, Call Dispositions)	❌	✔️
Retroactively Sync Tasks	❌	✔️

 

Important note on ATM availability in your Org: How to tell, and what to do next

It's possible Advanced Task Mapping is not enabled for your org by default.

• If you can see the Task objects in your plugin: Proceed with the ATM setup guidance below.
• If you do not see the Task objects in your plugin: You will need assistance to enable ATM, if so desired. Please contact Outreach Technical Support for help.

See also: Outreach Advanced Task Mapping FAQ

Standard Task Mapping (STM)

ATM is generally considered best practice. However, if you want to set up your sync with STM, we’d recommend reviewing the table in the Introduction section above. Email, calls, and tasks will sync to Salesforce as a task against the lead or contact object.

Setting up STM on Lead and Contact Objects

As best practice for STM to save API calls and keep your activity history clean, we recommend you disable:

• Message opens
• Message clicks

(Opens and clicks will still be tracked in Outreach.)

Note: Clicking on the gear icon lets you customize the title of the activity that is synced to Salesforce. Customized options will highlight the gear blue.

Advanced Task Mapping (ATM)

ATM allows Outreach to push granular activity data to the Salesforce activity (e.g., call duration).

Setting Up ATM

1. Once ATM is enabled, on the plugin configuration page, navigate to the Sync page for each object below by clicking it:
   • Mailing
   • Call
   • Task
2. Configure the object's Sync page based on desired outcome. We generally advise the following setup:
   • Polling: OFF (e.g., only when synced manually)
   • Pushing: Enabled 
   • Outbound Create: Box ticked
   • Outbound Update: Box Ticked
   • (Under Advanced settings) Fallback to associate activity with most recent Opportunity: Box Ticked (unless your team works multiple opportunities often, then leave unchecked)
3. To prevent duplicate emails, calls, and tasks from being created within Salesforce when using ATM, disable all of the following in the Lead object and Contact object sync options under the Messages & events section:
   • Outbound messages sent within Outreach
   • Completed tasks
   • Calls

See also: Advanced Task Mapping: Task Subtype Icon Updates

Advanced Task Mapping: Tasks

The Task to Outreach Task mapping is responsible for syncing all generic tasks in Outreach such as action items, and all LinkedIn tasks, as Calls and Emails are mapped separately.

Generic tasks are pushed to Salesforce as an activity against the lead or contact with a task subtype of Task.

Sync

• Typically, we recommend turning on Pushing, Outbound Create and Outbound Update.
  
• Important! Outbound Create: Set conditions on Outbound Create to ensure only completed generic tasks are pushed to Salesforce.
• Action IS NOT call.
• Action IS NOT email.
• Action IS NOT sms.
• Completed IS True.
  Note: We recommend adding this condition to ensure Outreach only pushes completed tasks as activity to Salesforce. As default, calls and emails are only synced when completed within the system and we recommend consistency across all task types.
  

Fields

• You can map additional fields on the Task object. 
• Use custom templates in Outreach to specify the string of text that pushes with the Salesforce task object.

Fields: Custom Templates

Within the Fields tab for Task Objects, Admins can utilize custom templates to insert a string of text to align with a picklist or specific value in Salesforce. This helps with required fields that prevent tasks from showing.

Outreach can only declare one string of Text, it cannot create a picklist. (This is not available for the Events object.)

Note: Any values within brackets (e.g., [Outreach] [Email] and [Out]), can be updated and customized.

By clicking the three dots (...) next to the Custom Template field, and then Template settings, Admins can specify the data variables that push to Salesforce for task object activity.

For example, utilize the variable {{auto_manual}} to distinguish automated vs. manual emails, if that’s a metric you’re tracking at your organization.

Advanced Task Mapping: Calls

The Task to Call mapping is responsible for syncing all calls in Outreach to Salesforce. Calls are pushed to Salesforce as an activity against the lead or contact with a task subtype of Call. Outreach only pushes completed Calls as activity to Salesforce.

Sync

• Typically, we recommend turning on Pushing, Outbound Create, and Outbound Update.
  

• Important! Outbound Create: Set conditions on Outbound Create to ensure only logged call tasks are pushed to Salesforce.
• Prospect IS NOT [blank].
• Call Disposition Name IS NOT Call - No Answer.
• State Changed At IS NOT [empty].

Note: Calls created independently in Salesforce will not sync back into Outreach.

 

Keep in mind: All call tasks created in Outreach have a default disposition of Call - No Answer. Although this field is not visible to users, it is required and automatically populated for calls created as tasks that have not yet been completed. Preventing calls with the disposition of Call - No Answer from pushing to Salesforce means that only completed call tasks will sync.

If this condition is not configured, duplicate calls may be pushed to Salesforce, or additional API calls may be used to update the disposition field. Outreach recommends adding a Call Disposition of No Answer for calls that were completed by the user but not answered by the recipient.

Fields

• You can map additional fields on the Call object. Refer to this article for guidance.
• Use custom templates to specify the string of text that pushes with the Salesforce task object.
• Add Call Duration (seconds) to Call Duration.

Advanced Task Mapping: Emails

The Task to Mailing mapping is responsible for syncing outbound messages sent within Outreach e.g. emails that are sent from the user to the prospect using Outreach’s mailing functionality. Sending emails from Outreach allows the sync of specific pieces of data, like for example if the email is automated or manual.

Although STM is still responsible for the sync of inbound and outbound messages sent outside of Outreach to Salesforce(Gmail or Outlook, provided mailboxes are synced), ATM will allow you to capture additional data like the example cited above.

When enabled, Advanced Task Mapping for Email Tasks will create a Mailing Task on the Lead or Contact record in the CRM.

Sync

• Typically, we recommend turning on Pushing, Outbound Create, and Outbound Update.
  

• Important! Outbound Create: Set conditions on Outbound Create to Delivered at IS NOT empty and bounced at IS empty to ensure only delivered emails are pushed to Salesforce.
• Bounced Emails: If you wish to include bounced emails in your sync for reporting purposes, set Bounced at to IS NOT empty.
  

Note: Email tasks created independently in Salesforce will not sync back into Outreach.

Fields

• You can map additional fields on the Mailing object. Refer to this article for guidance.
• Use custom templates to specify the string of text that pushes with the Salesforce task object.

Once you’ve set up your CRM sync, you may want to consider syncing historical data into your Outreach instance. To learn more about this, check out How to Load Historical Data Into Outreach.

To review other items to consider as you get your instance up and running, have a look at our Platform Admin Outreach Foundations Checklist.

Finally, make sure you review the Outreach Maintenance Guide for tips and tricks to keep your instance running smoothly!