Call ManagerSalesforce Integration Terms

1. Purpose and Scope

These Salesforce Integration Terms (“Salesforce Terms”) govern the connection between the Customer’s Salesforce organization and the Call Manager services provided by Suhub Raqamya Software Design under the Call Manager and Active Call Manager brands.

These Salesforce Terms apply to development, testing, onboarding, configuration, synchronization, support and production use of any Call Manager feature that accesses or uses Salesforce APIs, Salesforce records, Salesforce authentication, or Salesforce-connected workflows.

2. Related Agreements and Order of Precedence

These Salesforce Terms form part of the Call Manager contractual framework and must be read together with:

• the Call Manager Terms of Service;
• the Call Manager Privacy Policy;
• the applicable proposal, order form, proforma invoice, invoice or statement of work;
• any signed Data Processing Addendum, security schedule or service-level agreement; and
• the Customer’s agreement with Salesforce and all Salesforce terms, licenses, documentation, policies and usage limits applicable to the Customer’s Salesforce organization.

If there is a conflict, these Salesforce Terms prevail only for Salesforce-integration-specific matters. The signed order form or Data Processing Addendum prevails where it expressly states that it overrides these Salesforce Terms. The main Call Manager Terms continue to govern all general service, billing, suspension, liability and dispute matters.

3. Definitions

Authorized Administrator means an individual whom the Customer has authorized to approve Salesforce access, configure the integration, grant permissions, select data and provide binding instructions.

Customer Data means data submitted to, stored in, generated by or accessed from the Customer’s Salesforce organization or provided by the Customer for Salesforce-connected processing.

Integration means the Call Manager functionality that exchanges configured data with Salesforce through Salesforce APIs, OAuth, an External Client App, Connected App or another Salesforce-supported method.

Salesforce-Derived Data means Customer Data received from Salesforce and stored, cached, indexed, logged, transformed or otherwise processed by Call Manager.

OAuth Token includes access tokens, refresh tokens and related credentials issued to authorize the Integration.

Salesforce means Salesforce, Inc. and the relevant Salesforce affiliate or service provider with whom the Customer contracts.

4. Business Use and Customer Authority

The Integration is offered for legitimate business use. The person approving or connecting the Integration represents that they are authorized to act for the Customer, administer or authorize the relevant Salesforce organization, approve the requested permissions, and bind the Customer to these Salesforce Terms.

The Customer must not connect an organization, access data, or grant permissions on behalf of another entity unless the Customer has documented authority to do so.

5. Authorization and Connection

The Customer expressly authorizes Call Manager to access, process, transmit and, where required for enabled features, store the categories of Customer Data described in these Salesforce Terms and the applicable configuration or order form.

The Integration will use a Salesforce-supported authorization method. The Customer must review the application identity, requested permissions and enabled features before approval. Call Manager will not knowingly mask or misrepresent its identity, API client identity, External Client App name or Connected App name.

Call Manager may maintain a consent record containing the approving administrator, Salesforce organization identifier, date and time, granted scopes, enabled features, applicable policy version and later changes to authorization.

6. Data Access and Permitted Operations

The Integration may access only the data required for the features selected by the Customer. Not every deployment uses every category below.

The Integration may read, search, match, create or update Salesforce records according to the enabled workflow. It will not intentionally delete Salesforce business records unless deletion is a specifically documented feature separately enabled by an Authorized Administrator.

7. Processing Purposes and Customer Instructions

Call Manager processes Salesforce data only to provide, secure, support, monitor and improve the reliability of the Customer’s configured Integration, including authentication, user mapping, call matching, call logging, activity creation, recording-link synchronization, reporting, support and approved AI-supported workflows.

The Customer’s configuration, documented support requests, enabled features and Authorized Administrator instructions constitute the Customer’s processing instructions. Call Manager may refuse instructions that are unlawful, insecure, technically unsupported, inconsistent with Salesforce requirements, or outside the contracted scope.

8. Data Minimization and Least Privilege

Call Manager will request and use only the Salesforce permissions reasonably necessary for enabled functionality. The Customer must avoid granting broader profiles, object access, field access or administrative privileges than the Integration requires.

Where Salesforce supports dedicated integration users, permission sets, field-level security or restricted API access, the Customer should use those controls. Call Manager may require the Customer to reduce excessive permissions before production use.

9. Storage and Non-Transient Copies

Some features require Call Manager to create non-transient copies of Salesforce-Derived Data, such as Salesforce record identifiers, user mappings, phone fields, activity references, synchronization states, error logs, recording links, notes, transcripts or summaries.

By enabling a feature that requires such storage, the Customer gives explicit and specific authorization for the required copy. Storage location, hosting model and retention may be defined in the order form, Data Processing Addendum or client-controlled storage configuration.

Call Manager will not store complete Salesforce records when a smaller identifier or limited field set is sufficient for the enabled feature.

10. Call Data, Recordings and AI Outputs

Where enabled, the Integration may associate Salesforce records with call logs, telephone numbers, timestamps, agents, outcomes, notes, recording links, transcripts, summaries and analytics. The Customer remains responsible for the legality of call recording, monitoring, transcription, CRM storage, access, retention and disclosure.

Call Manager may synchronize a link to a recording rather than copying the recording into Salesforce. Access to the underlying recording remains subject to Call Manager permissions, the Customer’s storage configuration and the applicable retention settings.

12. Prohibited Data Uses

Unless the Customer gives separate, explicit and specific written consent, Call Manager will not use Salesforce Customer Data to:

• sell, lease or disclose Customer Data for advertising or unrelated marketing;
• train a shared or general-purpose AI model;
• create cross-customer profiles, predictive patterns or performance benchmarks;
• benefit another Call Manager customer;
• build an unrelated commercial database; or
• make Customer Data publicly available.

Aggregated security signals may be used where necessary to protect Call Manager and its customers, provided the use is limited to legitimate security purposes and does not expose identifiable Customer Data.

13. Security Controls

Call Manager will maintain commercially reasonable administrative, technical and organizational safeguards appropriate to the nature of the Integration and the data processed. Controls may include encrypted transmission, protected credential storage, role-based access, tenant separation, access logging, monitoring, backup controls, vulnerability management and restricted support access.

OAuth Tokens and similar credentials are confidential security information. The Customer must not send tokens, passwords or secrets through ordinary email, chat or support messages unless Call Manager provides an approved secure method.

No system is completely secure. Call Manager does not guarantee that unauthorized access, software defects, third-party vulnerabilities or data loss can never occur.

14. Subprocessors and Cross-Border Processing

Call Manager may use approved hosting, monitoring, communications, support, storage, transcription or AI service providers to deliver configured features. Such providers may process limited Customer Data on Call Manager’s behalf and are required to protect it under applicable contractual and security obligations.

Data may be processed in jurisdictions different from the Customer’s location, subject to the applicable order form, Data Processing Addendum, client-controlled storage arrangement and legally required transfer safeguards.

15. Customer Responsibilities

The Customer is responsible for:

• maintaining valid Salesforce subscriptions, API access, licenses, user accounts and consumption entitlements;
• selecting appropriate objects, fields, profiles, permissions and integration users;
• ensuring that its Salesforce configuration, validation rules, flows, triggers and custom code permit the intended workflow;
• obtaining notices, consents and lawful bases required for contacts, employees, call recordings, transcripts and personal data;
• protecting Customer administrator credentials and restricting access to authorized personnel;
• reviewing synchronized records, errors, duplicate matches and AI-generated content;
• promptly notifying Call Manager of revoked users, compromised credentials, unauthorized access or material configuration changes; and
• complying with Salesforce agreements, acceptable-use requirements, sanctions, export controls and applicable law.

16. Data Accuracy, Mapping and Duplicate Records

Call Manager relies on Customer-provided configuration and Salesforce data. Incorrect, incomplete, duplicated, stale or inconsistently formatted data may cause incorrect matching, failed synchronization, duplicate activities or updates to an unintended record.

The Customer must approve field mappings, matching logic, ownership rules and write-back behavior before production use. Call Manager may provide reasonable correction assistance but is not responsible for errors caused by Customer data, Salesforce configuration, third-party automation or unauthorized changes.

17. Salesforce Availability and API Changes

Salesforce is a third-party service outside Call Manager’s control. Salesforce may change, restrict, rate-limit, suspend, deprecate or discontinue APIs, objects, fields, authentication methods, permissions, documentation or features.

Call Manager may modify, delay, restrict or discontinue affected Integration functionality where necessary to respond to Salesforce changes, security requirements, legal obligations or partner-program rules. Continued compatibility cannot be guaranteed for unsupported Salesforce editions, expired licenses, deprecated APIs or undocumented customizations.

The Salesforce API terms are available from Salesforce at Salesforce APIs License and Terms of Service.

18. Support and SLA Boundaries

Call Manager support covers the Call Manager-controlled Integration components included in the Customer’s plan or statement of work. Unless separately contracted, support does not include general Salesforce administration, licensing advice, unrelated Apex development, unrelated Flow development, redesign of the Customer’s data model, or repair of third-party Salesforce applications.

Any Call Manager uptime commitment excludes failures caused by Salesforce downtime, API limits, authentication revocation, Customer permissions, Customer automation, internet or telecom failures, unsupported customizations, Salesforce maintenance, or other third-party dependencies.

19. Revocation and Disconnection

An Authorized Administrator may revoke the Integration through Salesforce, disconnect it through available Call Manager controls, or submit a verified request to Call Manager support.

Revocation may immediately stop new synchronization but may not automatically delete Salesforce-Derived Data already stored by Call Manager. Deletion is handled under Section 20.

Call Manager may revoke or rotate credentials, require reauthorization, or disconnect the Integration where necessary for security, compliance, support, Salesforce policy changes or Customer-requested changes.

20. Retention and Deletion

Call Manager retains Salesforce-Derived Data only for the period reasonably necessary to provide the enabled Integration, satisfy the applicable contract, maintain security and audit records, resolve disputes and comply with law.

Following a verified Customer request or termination of the Integration, Call Manager will promptly delete or de-identify Salesforce-Derived Data that is no longer required. Unless a shorter contractual period applies, Call Manager targets deletion from active systems within thirty (30) days after verification and completion of any required export.

Backup copies may remain until overwritten under the normal backup cycle. They will remain protected, will not be used for ordinary business processing, and will be deleted or rendered inaccessible through that cycle. Limited records may be retained where required for security, fraud prevention, billing, legal claims, consent evidence or regulatory obligations.

21. Security Incidents and Cooperation

If Call Manager confirms a security incident affecting Salesforce-Derived Data, Call Manager will notify the Customer without undue delay as required by applicable law and the relevant contract. Notice may include the known nature of the incident, affected data, containment measures and recommended Customer actions.

The Customer must cooperate with reasonable credential rotation, access revocation, investigation, containment and remediation requests. Public statements about an incident must be coordinated where legally permitted.

22. Records, Consent Logs and Audit Support

Call Manager may retain records reasonably necessary to demonstrate authorization and compliance, including administrator identity, Salesforce organization ID, granted scopes, selected features, policy version, configuration changes, synchronization events, support records, revocation and deletion requests.

The Customer agrees to provide information reasonably requested to verify authority, lawful use and compliance. Call Manager may cooperate with Salesforce inquiries or audits concerning Call Manager’s API use, subject to confidentiality and applicable law.

23. Fees and Salesforce Charges

Integration setup, configuration, customization, support, usage or subscription fees are stated in the applicable Call Manager proposal, order form, invoice or statement of work.

The Customer is responsible for all Salesforce subscription, API, integration-user, storage, consumption, marketplace and other Salesforce charges unless Call Manager expressly agrees otherwise in writing.

Additional work caused by Customer changes, unsupported customizations, new objects, new fields, new automation, data cleanup or Salesforce platform changes may be quoted separately.

24. Suspension and Termination

Call Manager may suspend, restrict or terminate the Integration where:

• the Customer revokes authorization or loses required Salesforce access;
• continued use creates a security, legal, regulatory or Salesforce-policy risk;
• the Customer exceeds contracted scope or causes abusive API use;
• fees remain unpaid;
• the Customer breaches these Salesforce Terms or the main Call Manager Terms; or
• Salesforce restricts or terminates the relevant API or partner access.

Termination of the Integration does not automatically terminate unrelated Call Manager services unless stated in the applicable order form or main Terms.

25. Intellectual Property, Trademarks and Independence

Call Manager retains all rights in its software, connector, workflows, mappings, documentation and related technology. The Customer retains rights in Customer Data. Salesforce and its licensors retain all rights in Salesforce services, APIs, documentation, names, logos and trademarks.

Salesforce is a trademark of Salesforce, Inc. Call Manager is an independent third-party product. Integration compatibility does not by itself imply endorsement, certification, partnership or affiliation. Call Manager will claim or display Salesforce partner, marketplace or certification status only when and while authorized to do so under Salesforce’s current branding rules.

26. Disclaimers, Liability and Indemnity

The Integration is provided subject to the disclaimers, liability limitations and indemnity provisions in the main Call Manager Terms of Service. Salesforce is not responsible for Call Manager, and Call Manager is not responsible for Salesforce services, Salesforce availability or Customer Salesforce configuration.

To the maximum extent permitted by law, Call Manager is not liable for lost leads, lost revenue, failed synchronization, duplicate records, incorrect matches, deleted or changed Customer fields, Salesforce downtime, API restrictions, revoked authorization, inaccurate AI output or Customer failure to review material updates.

27. Governing Law and Disputes

These Salesforce Terms are governed by the governing-law and dispute-resolution provisions of the main Call Manager Terms of Service. Unless a signed agreement states otherwise, those provisions apply the laws of the United Arab Emirates as applicable in the Emirate of Dubai and provide for dispute resolution through the Dubai International Arbitration Centre.

28. Changes and Contact

Call Manager may update these Salesforce Terms to reflect Integration changes, Salesforce requirements, security standards, law or business practices. Material changes may require renewed acceptance or reauthorization.

The current version will be published at https://activecallmanager.com/salesforce-integration-terms/. Continued use after an effective update constitutes acceptance where permitted by law.

Legal questions: legal@activecallmanager.com
Privacy and deletion requests: privacy@activecallmanager.com
Technical support: support@activecallmanager.com

Frequently Asked Questions