---
title: Work with Salesforce During Calls
slug: voice-for-teams/work-with-salesforce-during-calls
icon: {"faIcon":"fa-brands fa-salesforce"}
docTags: 
createdAt: 2026-03-06T19:34:58.990Z
---

When a call is received or placed, Unaric Voice for Teams can automatically identify the caller, open relevant records, and store call details for reporting and tracking.

## Phone tasks records

After a call ends, the interaction is stored as a **phone task** in Salesforce. Phone task records include several fields that store information about the call, such as:

- **Call duration**
- **Total call duration**
- **Start time **and **end time**
- **Hold duration**
- **Dialled number **or** caller number**
- **Queue information** (if applicable)

## Call notes

You can add notes during or after a call to document the interaction. The notes are stored within the **phone task **record.

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Once a call starts, the **call notes **field will appear in the Unaric Voice for Teams call panel.

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Use this field to write down your notes from the conversation.
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Once the call ends, calls are automatically saved in the call's **phone task **record.

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Moreover, you can still add notes to ended calls and click the** Done** button to confirm notes. This will update the phone task record.  
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In case you are dealing with multiple calls, use the **Edit** button to modify notes from previous calls and the **Done **button to save them.
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## Salesforce records interaction behaviour

Depending on your org configuration, Unaric Voice for Teams can adopt different behaviours during incoming or outgoing calls, such as automatically open records, create new ones, or prompt agents to select the correct record.

| **Behaviour**                             | **Description**                                                                                                                                                                                                                                                                                         |
| ----------------------------------------- | ------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- |
| **Automatically opening contacts**        | When a matching phone number is detected, Salesforce automatically opens the associated contact record from which the agent can view the caller’s details. This information includes:<br />- Contact details<br />- Account information<br />- Open cases or opportunities<br />- Previous call history |
| **Automatically opening cases**           | Salesforce can automatically open the most recent or most relevant case associated with the caller.                                                                                                                                                                                                     |
| **Creating records from unknown numbers** | If the incoming phone number does not match an existing record, Salesforce can automatically create a new record.                                                                                                                                                                                       |
| **Handling multiple matching records**    | If a phone number matches multiple Salesforce records, Salesforce displays a search page for the agent to select the correct record.                                                                                                                                                                    |