---
title: "How to configure Web to Lead Calling"
slug: "how-to-configure-web-2-lead-calling"
updated: 2026-05-06T13:37:06Z
published: 2026-05-06T13:37:06Z
canonical: "docs.natterbox.com/how-to-configure-web-2-lead-calling"
---

> ## Documentation Index
> Fetch the complete documentation index at: https://docs.natterbox.com/llms.txt
> Use this file to discover all available pages before exploring further.

# How to configure Web to Lead Calling

> [!NOTE]
> This guide is intended for [advanced Salesforce admins](/v1/docs/advanced-salesforce-integration-examples). For Salesforce education, contact Salesforce directly or use trailheads for specific knowledge.

> [!WARNING]
> *Disclaimer:*
> 
> Web-to-Lead and Flow Builder are native Salesforce functionalities. While this guide provides a baseline template for integrating these features with Natterbox, the setup, customization, and ongoing maintenance of the HTML form and Salesforce architecture remain the responsibility of your organization, not Natterbox.

> [!NOTE]
> 💡**This solution isn't just for Web2Lead 💡**
> 
> **While this guide uses Web2Lead as the worked example, the same configuration can be applied to any Salesforce record event where you need to trigger an immediate, one-off outbound call.**
> 
> The steps below are fully reusable — just change the triggering object, the entry criteria, and the phone field being dialed.
> 
> **Good candidates for this solution:**
> 
> New inbound leads: (The example used in this guide) — connect an Agent within seconds of form submission
> 
> Critical or escalated Cases: Automatically dial an available on-call agent when a high-priority ticket is raised outside of business hours.
> 
> Key Opportunity stage changes: Prompt the sales engineer to call a prospect the moment a deal moves to a pivotal stage
> 
> **When not to use this solution**:
> 
> If your use case involves working through a batch of records (e.g. collections, renewals, campaign follow-ups), consider [Dynamic Dial Lists instead](/v1/docs/dynamic-dial-lists#creating-a-new-dynamic-dial-list). Record-triggered calling is designed for event-driven, time-critical moments — not volume outbound work.

**Overview**: This guide outlines a baseline/example configuration for automatically triggering a Natterbox phone call to an available agent whenever a prospect submits a web form. By combining a standard Salesforce HTML Web-to-Lead form, a Salesforce Custom Formula Field to respect business hours, a Salesforce Record-Triggered Flow, and a Natterbox Routing Policy, organizations can ensure web leads receive immediate phone follow-ups without dialing outside of operational hours.

### Phase 1: Build the HTML Web-to-Lead Form

The first step is to generate the HTML for your web form so prospects can submit their details. (The form below is purely a baseline/example for the purposes of this guide) As this is a native Salesforce feature any customization/maintenance to the HTML form remain the responsibility of your organization, not Natterbox.

1. Generate your Web-to-Lead HTML within Salesforce (**Setup > Web-to-Lead**).
2. For the purpose of this guide and testing, we set the Return URL (`retURL`) to a generic page (e.g., `http://google.com`) and disable reCAPTCHA. *(Note: In a live environment, the Return URL will often be your website homepage and you will most likely want to enable reCAPTCHA.)*
3. Ensure the form includes basic contact fields, with the **Phone** field being mandatory for the Natterbox call to function.
4. Include a hidden input field to force the `lead_source` to capture as "Web" within the HTML Form.

Example HTML Structure that captures (First name, Last Name, Phone, And Email + Our hidden field for Lead Source = Web)

```xml
<!DOCTYPE html>
        <html lang="en">
        <head>
        <meta http-equiv="Content-type" content="text/html; charset=UTF-8">
        <title>Salesforce Web-to-Lead Form</title>
        </head>
        <body>

        <h2>Contact Us</h2>

        <form action="https://webto.salesforce.com/servlet/servlet.WebToLead?encoding=UTF-8&orgId=YOUR_ORG_ID" method="POST">

        <input type="hidden" name="lead_source" value="Web">
        <input type="hidden" name="oid" value="YOUR_ORG_ID">
        <input type="hidden" name="retURL" value="http://google.com">

        <label for="first_name">First Name</label>
        <input id="first_name" maxlength="40" name="first_name" size="20" type="text" /><br><br>

        <label for="last_name">Last Name</label>
        <input id="last_name" maxlength="80" name="last_name" size="20" type="text" /><br><br>

        <label for="phone">Phone</label>
        <input id="phone" maxlength="40" name="phone" size="20" type="text" /><br><br>

        <label for="email">Email</label>
        <input id="email" maxlength="80" name="email" size="20" type="text" /><br><br>

        <input type="submit" name="submit" value="Submit">

        </form>

        </body>
        </html>
```

### Phase 2: Create the Business Hours Custom Field

To prevent the system from dialing leads in the middle of the night or outside of business hours, create a custom formula field on the Lead object to calculate the next available operational window that reflects your organization's open business hours.

1. > **Note:** You may need to change this formula to reflect your business’s opening hours. This example uses 9:00 AM - 6:00 PM, Monday-Sunday as a baseline.

**How this formula works:**
  1. Navigate to **Object Manager > Lead > Fields & Relationships** and create a new **Formula** field returning a **DateTime** value.
  2. **Field Label:** `Next_Available_Call_Time`
  3. **API Name:** `Next_Available_Call_Time__c`
  4. Insert the following formula logic to ensure calls only trigger between 09:00 and 18:00. If a lead is submitted before 09:00, it schedules for 09:00 today; if submitted after 18:00, it schedules for 09:00 the following day.
  - **Before Business Hours (Midnight to 08:59):** If a lead comes in at 3:00 AM, the formula shifts the time forward to exactly 09:00 that same morning.
  - **After Business Hours (18:00 to 23:59):** If a lead comes in at 8:00 PM, the formula shifts the time forward to 09:00 the next morning.
  - **During Business Hours (09:00 to 17:59):** If a lead comes in at 2:30 PM, it doesn't meet either of the "outside hours" criteria, so the formula simply returns the exact `CreatedDate` (2:30 PM).

**Formula:**

```plaintext
IF(
  VALUE(MID(TEXT(CreatedDate), 12, 2)) < 9,
  DATETIMEVALUE( TEXT(DATEVALUE(CreatedDate)) & " 09:00:00" ),
  IF(
    VALUE(MID(TEXT(CreatedDate), 12, 2)) >= 18,
    DATETIMEVALUE( TEXT(DATEVALUE(CreatedDate) + 1) & " 09:00:00" ),
    CreatedDate
  )
)
```

### Phase 3: Configure the Salesforce Flow

Next, build a Salesforce Flow to catch the new lead and trigger the Natterbox routing based on your business hours field.

1. Create a new **Record-Triggered Flow** on the **Lead** object.
2. Set the trigger to fire when **A record is created**.
3. Set the Entry Conditions to **Any Condition is Met (OR)** where Field: `Lead Source` = `Web`.

![](https://cdn.document360.io/c81c490c-daaa-4ebd-a3c3-1a2dee8b7617/Images/Documentation/image(377).png?sv=2026-02-06&spr=https&st=2026-10-12T06%3A08%3A27Z&se=2026-10-12T07%3A08%3A27Z&sr=c&sp=r&sig=Yv5zRmY0ONQLxS6gQpwHWIQb4QesZf07ywXybQU170g%3D)

1. Add a **Scheduled Path** to the Flow. Base the schedule on the `Next_Available_Call_Time__c` custom field you created in Phase 2 so the action waits for business hours. Configure it with the following settings:
  - **Path Label:** Business Hours Call
  - **API Name:** Business_Hours_Call
  - **Time Source:** `Lead: Next_Available_Call_Time__c` *(This tells the Flow which specific date/time field to base its schedule on.)*
  - **Offset Number:** 0 *(Setting this to zero ensures the Flow executes exactly at the time calculated by your formula, without adding any extra delay.)*
  - **Offset Options:** Minutes After *(Combined with the zero offset, this simply tells Salesforce to trigger precisely on the minute of your scheduled time.)*

![](https://cdn.document360.io/c81c490c-daaa-4ebd-a3c3-1a2dee8b7617/Images/Documentation/image(378).png?sv=2026-02-06&spr=https&st=2026-10-12T06%3A08%3A27Z&se=2026-10-12T07%3A08%3A27Z&sr=c&sp=r&sig=Yv5zRmY0ONQLxS6gQpwHWIQb4QesZf07ywXybQU170g%3D)

1. Under the scheduled path (e.g., "Business Hours Call"), add an **Apex Action (Natterbox Phone Call)** and set the Input Values(**Called, Caller, Originator Object ID**) with the following:
  - **Label:** `weblead`
  - **API Name:** `weblead`
  - **Called:** `{!$Record.Phone}`
  - **Caller:** `weblead`
  - **Originator Object ID:** `{!$Record.Id}`

![](https://cdn.document360.io/c81c490c-daaa-4ebd-a3c3-1a2dee8b7617/Images/Documentation/image(379).png?sv=2026-02-06&spr=https&st=2026-10-12T06%3A08%3A27Z&se=2026-10-12T07%3A08%3A27Z&sr=c&sp=r&sig=Yv5zRmY0ONQLxS6gQpwHWIQb4QesZf07ywXybQU170g%3D)

1. Press Save and Activate the flow. This will complete the flow build and your completed flow should look something like the following:

![](https://cdn.document360.io/c81c490c-daaa-4ebd-a3c3-1a2dee8b7617/Images/Documentation/image(380).png?sv=2026-02-06&spr=https&st=2026-10-12T06%3A08%3A27Z&se=2026-10-12T07%3A08%3A27Z&sr=c&sp=r&sig=Yv5zRmY0ONQLxS6gQpwHWIQb4QesZf07ywXybQU170g%3D)

### Phase 4: Set Up the Natterbox Routing Policy

Finally, configure what happens when Natterbox receives the triggered call from the Salesforce Flow.

1. Navigate to the **Natterbox Routing Policies** page and create a new policy.
2. **Start Node (Invokable Destination):** Set the entry point to match the **EXACT** Apex Action name from your Flow (e.g., `weblead`).

![](https://cdn.document360.io/c81c490c-daaa-4ebd-a3c3-1a2dee8b7617/Images/Documentation/image(381).png?sv=2026-02-06&spr=https&st=2026-10-12T06%3A08%3A27Z&se=2026-10-12T07%3A08%3A27Z&sr=c&sp=r&sig=Yv5zRmY0ONQLxS6gQpwHWIQb4QesZf07ywXybQU170g%3D)
3. **Query Object (Optional):** Add an action to query the Salesforce Lead object to pull the Lead ID and the prospect's Name.
4. **Whisper Text (Optional):** Use the queried data to configure a Whisper Text action (e.g., "New web lead for [Lead Name]") so the agent knows the context before being connected.
5. **Lead Record Pop (Optional):** Add a screen pop action using the queried Lead ID so the prospect's Salesforce record automatically opens on the agent's screen.
6. **Data Analytics for Lead Owner Association (Optional):** Include a To Policy node for a Data Analytics policy to update the Lead Owner Field with the agent that answers the phone. Please see (Phase 5) below for a detailed breakdown.
7. **Call Queue:** Route the final action to your desired Call Queue for an available agent to answer.
8. **Overview:**

![](https://cdn.document360.io/c81c490c-daaa-4ebd-a3c3-1a2dee8b7617/Images/Documentation/image(382).png?sv=2026-02-06&spr=https&st=2026-10-12T06%3A08%3A27Z&se=2026-10-12T07%3A08%3A27Z&sr=c&sp=r&sig=Yv5zRmY0ONQLxS6gQpwHWIQb4QesZf07ywXybQU170g%3D)

## Phase 5: Lead Owner Association (Data Analytics Policy) - (OPTIONAL)

To update the Lead Owner Field with the agent who actually answers the phone, you will need to build a secondary Data Analytics policy.

1. Create a new Natterbox policy. Set the Type to **Data Analytics** and Name this policy "Lead Owner Association"
2. At the beginning of the policy, add a **Script Engine** component with the following Lua script. This will capture the User ID of the agent who answered the call:

```lua
local userId = session.expand_macro('$(ConnectedUserId)')
if userId == nil or userId == '' then
	return false
else
-- Creates Custom Macro for ConnectedUserId: $(Custom_UserQuery)
session.set("UserQuery", userId)
	return true
end
```
3. Next, add a new **Query Object** component. This will be used to pull the Username and Name from the UserID output captured in the script above. Configure with the following settings:
  - **Record Type:** Natterbox User
  - **Filter Results:** `External Id` = `$(Custom_UserQuery)`
  - **Selected Fields:** Name, Salesforce User

![](https://cdn.document360.io/c81c490c-daaa-4ebd-a3c3-1a2dee8b7617/Images/Documentation/image(389).png?sv=2026-02-06&spr=https&st=2026-10-12T06%3A08%3A27Z&se=2026-10-12T07%3A08%3A27Z&sr=c&sp=r&sig=Yv5zRmY0ONQLxS6gQpwHWIQb4QesZf07ywXybQU170g%3D)

1. Finally, add an **Update a Record** component. This will update the Lead Owner Field and assign it to the agent that answered the call.
  - **Record Type:** Lead
  - **Record ID:** `$(SForce_MyData.Id)` *(This is the created macro from the Query Object in step 3)*.
  - **Set Field Values:** `Owner ID` = `$(SForce_MyData.nbavs__User__c)` *(This is the value pulled from the Natterbox User query)*.

![](https://cdn.document360.io/c81c490c-daaa-4ebd-a3c3-1a2dee8b7617/Images/Documentation/image(390).png?sv=2026-02-06&spr=https&st=2026-10-12T06%3A08%3A27Z&se=2026-10-12T07%3A08%3A27Z&sr=c&sp=r&sig=Yv5zRmY0ONQLxS6gQpwHWIQb4QesZf07ywXybQU170g%3D)

Your member of staff - someone from your organisation making or receiving a call