How to get call scoring in Salesforce

The Short Answer

To get call scoring in Salesforce, connect Salesforce to a tool that scores each borrower call against your rubric and writes the results to the right record. With Aila, every call is scored by the Call Compliance Agent, which flags DNC requests, missed disclosures, and rate quoting. Aila then finds the right lead or contact, picks the opportunity the call was about, and writes a summary note, a logged call, follow-up tasks, and the lead, contact, and opportunity fields your team uses.

Mortgage teams on Salesforce usually have the opposite problem from smaller shops. The CRM is powerful and full of custom fields, and loan officers don't fill them in. Managers forecast off stale data and coach off the few calls they have time to hear.

This post covers how to get every call scored and written to Salesforce, and what should go where.

What usually goes wrong

Attaching a transcript to a record isn't call scoring. Nobody reads a 40-minute transcript in Salesforce, and nobody can filter on one.

What managers need is small and specific: the score and why, what happened, what's next, and the handful of fields that drive the pipeline, on the right record.

Step 1: Connect Salesforce and map your fields

When you connect Salesforce, Aila reads your lead, contact, and opportunity fields, including custom ones. During setup, decide which facts from the conversation go to which fields: loan purpose, property type, timeline, estimated income, or anything else your team tracks.

Step 2: Score every call

The Call Compliance Agent scores each call against your rubric. Each answer points to the part of the call that explains it. It flags DNC requests, missed disclosures, and rate quoting, and shows managers only the calls that need attention.

Step 3: Write it to the right record

After each call, Aila:

Finds the lead or contact the call was with.
Picks the opportunity the call was about when several are open.
Adds a summary note and logs the call.
Creates follow-up tasks from what was said.
Updates the lead, contact, and opportunity fields you mapped.
Marks the record when the borrower asks not to be called.

Then keep going: the loan file

The same call holds the application. The Intake Agent builds the application and needs list in your LOS, so Salesforce and the loan file both come from one conversation. See AI loan officer assistant.

Plans

Call scoring is included in Basic at $50 per user per month, with a 7-day free trial and no contract. Teams of 10+ loan officers can add the document and income agents on Enterprise. See pricing.

Frequently Asked Questions

Does Aila work with custom Salesforce fields?

Yes. Aila reads your lead, contact, and opportunity fields, including custom ones, and writes the conversation facts you map to them.

What if a contact has several open opportunities?

Aila picks the opportunity the call was about and writes to that one.

Does it flag DNC requests in Salesforce?

Yes. When a borrower asks not to be called, the Call Compliance Agent flags the call and Aila marks the record.

Which phones does it work with?

The iPhone app, 12 dialers, and Zoom, Teams, and Google Meet. Loan officers keep their numbers.