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Five9
Advanced contact center capabilities with predictive dialing and lead management.
Source Type:
Call Center
Delivery Format:
API
Integration Type:
Predictive Dialing
Website:
Five9 Website
Overview
The Five9 integration empowers SalesExec users with advanced contact center capabilities, including predictive dialing and seamless lead management. This integration ensures that leads submitted to SalesExec are automatically synced with Five9 lists for efficient automated dialing. It also provides a screen-pop functionality to instantly display the corresponding SalesExec lead record when an agent connects a call in Five9, and features a two-way Do Not Call (DNC) sync to maintain compliance with dialing regulations.
How It Works
When a lead is created or updated in SalesExec, it is automatically sent to the configured Five9 list via the AddToList API endpoint. For compliance, any record flagged as Do Not Contact in SalesExec is transmitted to Five9 during a nightly service window (11:00 PM – 6:00 AM Pacific Time) to update the Five9 DNC list. When a Five9 agent accepts a call, SalesExec leverages a unique lead identifier (salesExecLeadGuid) to trigger a screen-pop, automatically opening the relevant SalesExec lead details for the agent. This allows for immediate context and efficient handling of calls.
Benefits
- Automated Lead Delivery: Instantly send leads from SalesExec to Five9 campaigns for automatic dialing.
- Contextual Agent Experience: Provide agents with immediate lead details via screen-pop upon call connection, improving efficiency and personalization.
- DNC Compliance: Maintain compliant dialing lists with an automated two-way Do Not Call sync between SalesExec and Five9.
- Optimized Workflows: Automate lead assignment and reduce manual data entry, allowing sales teams to focus on engagement.
- Flexible Dialing: Supports predictive, preview, and power dialing.
Auth and Settings
| Setting | Description |
|---|---|
| Username | Five9 admin username used for the DNC sync (provided by Five9). |
| Password | Five9 admin password used for the DNC sync (provided by Five9). |
Data Exchange
Inbound (Five9 → SalesExec)
None – when an agent accepts a Five9 call, SalesExec automatically opens the BasicLeadDetails pop‑up window for that lead.
Outbound (SalesExec → Five9)
Action / Endpoint
| Action / Endpoint | Description |
|---|---|
https://api.five9.com/web2campaign/AddToList |
Adds or updates a contact in Five9. Posts mapped lead fields and identifiers. |
https://api.five9.com/wsadmin/v10_2/AdminWebService |
Used exclusively for Do‑Not‑Call (DNC) sync. Posts a SOAP request to add numbers to the DNC list. |
Integration Fields (SalesExec → Five9 AddToList Payload)
| Integration Field | In Payload | Description | Required |
|---|---|---|---|
| Domain Name | F9domain |
The Five9 List (domain) that houses leads to call. Configured in SalesExec mapping. | Yes |
| List Name | F9list |
The Five9 List name. If unsure, contact Five9 support. | Yes |
| F9key | F9key |
Unique key for the contact, populated from leadGuid → salesExecLeadGuid. |
Yes |
| Five9 Time Zone | — | Send Date/Time fields formatted for the appropriate time zone for your Five9 Domain. | Yes |
| Error Notification Email | — | Email address that receives error notifications if data cannot be sent to Five9. | No |
SalesExec Special Fields (mapped to Five9 Contact Fields)
| Field | Description |
|---|---|
| Last Action Date | Date/time of the last action selected (yyyy‑MM‑dd‑HH:mm:ss.SSS). |
| Last Action Name | Name of the last Action selected. |
| Next Appointment | Date/time of the next appointment (yyyy‑MM‑dd‑HH:mm:ss.SSS). |
| Status | Current Status the lead moved to in ClickPoint. |
| Status Change Date | Date/time of the last Status change (yyyy‑MM‑dd‑HH:mm:ss.SSS). |
| Campaign | ClickPoint Campaign associated with this lead. |
| Marketing Channel | Marketing Channel the lead is associated to in ClickPoint. |
| Assigned To | (Optional mapping) SalesExec user or queue responsible for the lead. |
| Lead Source | ClickPoint Lead Source for the lead. |
| Lead Date Added | Date/time the new lead was added (yyyy‑MM‑dd‑HH:mm:ss.SSS). |
SalesExec Lead Fields (core contact data)
| Field | Description |
|---|---|
| salesExecLeadGuid | Unique identifier for the lead, populated from LeadUID. |
| FirstName | Lead’s first name. |
| LastName | Lead’s last name. |
| Phone | Lead’s phone number. |
| Lead’s email address. | |
| … | Any additional mapped field as required by your Five9 campaign. |
Read the KB article: Five9 Predictive Dial Integration Overview
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