Admins can configure Dialpad’s Salesforce integration to centralize call and SMS logging, contact matching, record creation, CTI behavior, custom objects, Omnichannel status mapping, and Powerdialer settings for consistent workflows.
Configure Salesforce in Dialpad by setting company-wide presets that centralize call logging, activities, and records. This reduces manual effort, improves data accuracy, and ensures consistent, efficient workflows with customer insights seamlessly connected between Dialpad and Salesforce.
Let’s dive into the details.
Who can use this
Company and Office Admins can configure contact-matching and call-logging settings.
Enable Salesforce integration
First things first, your Company Admin must enable the Salesforce integration.
To enable Salesforce in Dialpad, go to your Dialpad Admin Settings.
Select My Company > Integrations
Navigate to Salesforce and select Options > Manage Settings
Go to Enablement details, then check Enable this feature
Select Save changes
Tip
Select Lock settings for all offices to ensure that each office follows your Company's preferred configurations.
Check the admin connection
Before you configure Salesforce settings in Dialpad, make sure the Salesforce Admin is connected to Salesforce from the Dialpad app.
If the admin is not connected, Dialpad prompts them to connect before they can continue.
Note
This only checks the admin's personal Salesforce connection. It does not mean the entire company or office is disconnected.
A valid admin connection is required because Dialpad uses it to load Salesforce settings in real time, including custom objects, Omni-Channel status, and Powerdialer numbers.
Preview the connected Salesforce instance
After the admin is connected, Dialpad displays a summary of the Salesforce instance currently connected to the company or office.
Here, admins can review these details:
the connected Salesforce instance
the installed Dialpad package version
whether the package needs to be upgraded
If the package version is out of date, follow the upgrade prompt before continuing with configuration.
Change the connected Salesforce instance
Admins can change the Salesforce instance connected to a company or office directly from Dialpad.
To change the connected instance, go to your Dialpad Admin Settings.
Open the Salesforce integration settings at the company level or office level.
Select Change Salesforce instance
Choose the environment:
- Production
- Sandbox
Select one of the previously connected Salesforce instances, or select Connect new instance
Note
If you choose Connect new instance, Dialpad redirects you to the appropriate Salesforce login page based on the environment you selected.
After you sign in, the new instance is automatically added and selected.
Note
Dialpad does not automatically fetch a complete list of Salesforce instances. If the instance you want isn't listed, select Connect new instance, then sign in to add it.
How environment selection works
When switching instances, admins can move between production and sandbox environments.
Dialpad only shows Salesforce instances that were previously connected for that selected environment.
If the instance you need is not in the list, select Connect new instance, then sign in to that Salesforce instance.
What happens after the instance is changed
After a new Salesforce instance is selected, all users in that company or office are redirected to the configured instance when they use the integration.
If users are already connected to a different Salesforce instance, they may need to reconnect.
If an agent connects to a Salesforce instance that does not match the office-level configuration, a warning is displayed and you’re prompted to reconnect.
When the agent selects Reconnect, they’re redirected to the configured Salesforce instance to authenticate again.
Activity logging and linking
Activity logging and linking to Salesforce allow Dialpad to automatically record calls, messages and other interactions tied to the right leads, contacts, or accounts.
Auto-match with Dialpad Contact
Enable this setting to automatically match records by phone number or email address. Names aren’t used for automatic matching.
When disabled, no automatic matching occurs, even if only one record is found.
Confirm matched record while logging calls
Enable this setting to prompt agents to review the Salesforce record for a call.
Agents can confirm or change the match, search for a record, or create and link an Account, Contact, or Lead if the contact isn’t matched.
They can also dismiss the prompt and continue using the app. Configured screen pops open after the match is confirmed.
Resolve person accounts
When you enable Resolve Person Accounts, Dialpad automatically ignores the duplicate contact that’s included with every person’s account record. This keeps auto-matching accurate and tidy.
Log calls as activities
Enable Log calls as activities to log eligible Dialpad calls in Salesforce, then customize your settings to include recordings, automatically log transferred calls, require exact record matches, or make logging and notes mandatory. You can also set rules for missed calls, including creating new leads or logging voicemails to users or queues.
For activity logging, you can choose between:
Log call activity as a Salesforce Task: Every call will be logged as a Salesforce task. However, Dialpad won’t be able to populate AI-generated Action Items and Summaries since long text format is not available on the Salesforce Task.
Log call activity as a Dialpad Call Log Object: Every call will be logged with our custom object that is rich with data, including the information generated by Dialpad AI. You can find all the available fields here.
Log call activity as both a Dialpad Call Log Object and Salesforce Task: Every call will be logged with both a Salesforce Task and Dialpad Call Log object.
Tips
To log only missed calls where the caller leaves a voicemail, turn on Only log missed calls with voicemail.
To include a recording link in the associated Salesforce activity, turn on Post call recordings to Salesforce.
Log SMS messages as activities
Enable Log SMS messages as activities to give you control over how SMS communications are captured in Salesforce. Admins can enable logging for specific users, automatically record external SMS between agents and customers or prospects, and keep all calls and messages accessible from one central platform.
Auto-update contact
When Always update Dialpad Contact name with Salesforce object name is enabled, the Dialpad contact name will always be updated to match the Salesforce object name associated with the call. This setting takes priority over other auto-match options and can only be disabled by unchecking the box.
Sync company contact with Salesforce
When Update Dialpad Contact Company with Salesforce Account Name is enabled, your Dialpad contacts will sync with Salesforce. The contact’s company will automatically update with the Salesforce account name if one is available. For leads, the company field value in Salesforce will be used instead.
Create new record
When Allow agents to create new records is enabled, agents can create new records in Salesforce directly from Dialpad. This helps ensure that new contacts, leads, or accounts are captured during calls or messages, keeping your Salesforce data up to date.
Support formula fields while searching and matching records
Dialpad can use formula fields in Salesforce to help find more accurate matches, but enabling this may reduce search speed.
Salesforce CTI Settings
Salesforce CTI settings let you control how Dialpad integrates with Salesforce Lightning, enabling you to call, message, and manage conversations in one place, helping your team save time and keep every interaction organized.
Click action for phone numbers
Enable When phone number is clicked to control what happens when you select a phone number in Salesforce Lightning.
You can choose from the following options:
Display option to call or message: Prompts you to select whether you’d like to place a call or send a message.
Make a call: Automatically starts a call to the selected number.
Send a message: Automatically opens a new message to the selected number.
Navigate to task
Enable Navigate Salesforce to the task after a call is logged to automatically take you to the newly created task once a call is logged. This makes it easy to review, edit, or add details to the task right away, ensuring call records stay accurate and complete.
Pop-up alerts for call
Enable Receive pop-up notifications for new calls to see a pop-up notification in Salesforce whenever a new call comes in. This ensures you never miss an incoming call and can quickly answer or take action right from the notification.
Log calls to specific object
Use the Log calls to setting to control how calls are logged in Salesforce. From the drop-down menu, you can choose to log calls to a single object type, such as a Case, Opportunity, or any custom object.
Combine notes for multiple related records
Combine notes if multiple records are selected is on by default. With this setting, your note is added to all selected related records. Turn it off if you’d like to add a different note to each record during a call.
To manage this setting, go to Dialpad Admin Settings.
- Select Integrations
- Beside Salesforce, select Options, then Manage Settings
- Navigate to Salesforce CTI Settings > Log calls to
- Select Combine notes if multiple records are selected
- Select Save changes
Note
The Combine notes if multiple records are selected setting is enabled by default and is available when you choose Any related object or an individual object under Log calls to.
Open related records
Enable Select the following related records when opened in background to allow your agents to choose which related Salesforce records (such as Cases, Opportunities, or custom objects) should automatically open in the background when a call is logged. This makes it easier to access supporting records without interrupting your workflow.
Auto-select records
Enable Automatically select the record if only one record is found to let Salesforce automatically select the record if only one match is found. In case of multiple records, the most recently used record will be selected.
Custom and Standard objects
In Custom and Standard objects, you can map and link objects so users can log calls and associate activities with the correct records. This includes standard objects (like Leads, Contacts, Accounts, and Opportunities) as well as custom objects your organization creates to capture unique business needs.
Note
Objects require a label to be present to show in the Related To dropdown menu and Browse all Records sections.
Case Number defaults
When you enable the Case object under Custom and Standard Objects, Dialpad automatically uses Case Number as the default value for both Name and Label.
This makes it easier for agents to find a Case by searching for its Case Number.
Log calls as activities when they start ringing
To create an activity for an inbound call as soon as it starts ringing, enable the ringing-call logging setting in Salesforce integration settings.
This setting is off by default. Dialpad creates one record while the call is ringing, then updates the same record with the final call outcome. Canceled inbound calls are logged. Outbound calls aren’t affected.
Salesforce Omnichannel
Map Salesforce Omnichannel status to Dialpad status so your agents stay synced across platforms. In Salesforce, Omnichannel is a feature that routes work items (like cases, chats, or leads) to the right agents based on their availability and capacity.
Note
This setup flow sets up queue-based routing for Omnichannel, not skills-based routing. You must set up skills-based routing manually.
Tip
Post-call Wrap Up is a temporary Dialpad status that’s automatically applied after a call. You can’t select it as a target when mapping Salesforce Omnichannel statuses.
Instead, set Salesforce Omnichannel to Available when Dialpad enters Post-call Wrap Up. This allows Salesforce to route new work after the call ends.
Powerdialer
With Salesforce Powerdialer, agents can auto-call through Salesforce dial lists without opening each record. Managers can create these lists, and autodial follows the preferred phone field order, dialing the first available number.