Dialpad Ai + Salesforce

Updated on 29 Jul 2024
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Dialpad for Salesforce brings AI-powered workflows, powerful native calling, and real-time AI-powered customer intelligence to Salesforce so your team can focus on driving more sales and improving customer satisfaction.

Let's dig into the details of how your favorite Dialpad Ai features integrate with Salesforce.

Supported Ai fields

No manual activity tracking — Dialpad does it for you. Amongst other things, Ai Recaps and Action Items are logged to your inbound and outbound calls, ensuring important follow-ups are not forgotten and additional meetings are scheduled when needed. The call's Ai Outcome and Call Purpose tags are also logged to your calls, making it easy to find specific calls and clients. If you're using Ai CSAT, or Ai Playbooks, you'll also see the rep's adherence to your Ai Playbook, and the call's Ai CSAT score.

Let's look at at which AI features are logged to, and supported in Salesforce.

Ai Field	Field Type	Description
Ai Summary	Rich Text (132, 072)	The Ai Recap of the call, noted in a Rich Text format.
Ai Action Items	Rich Text (132, 072)	The Action Items that were detected in the call, as generated in the Ai Recap.
Ai Outcome	Text	The Ai-detected outcome of the call. Accessible in the Ai Recap object.
Ai Call Purpose	Text	The Ai-detected Call Purpose category assigned to the call. Accessible in the Ai Recap object.
Ai Playbook Adherence	Percentage	Numeric value that describes the rep's adherence to the Ai Playbook.
Ai Playbook Name	Text	Name of theAi Playbook that was used.
Ai Playbook Details	Text	Topics in the Ai Playbook. A green checkmark differentiates which topics were used.
Ai CSAT	Number (1-5)	The Ai-generated CSAT score.

Add Dialpad Ai Fields to Salesforce Tasks

To add Dialpad Ai Fields to your Salesforce Tasks, head to Salesforce Lightning:

Select Tasks
Select a task containing a Dialpad call
Select Setup
Select Edit Page
Enter Dialpad Ai in the Component Search
In the Custom - Managed section, select Dialpad Ai
Drag and drop Dialpad Ai into the Task
Select Save

Note

Ai Summaries and Action Items will not initially appear in your Tasks as their format (Rich Text) is not a traditionally supported Task field. They'll only appear in Tasks once the Dialpad Ai section has been added in the Lightning Editor.

Call Tasks are created and stored in Salesforce, not Dialpad. As Dialpad does not keep these records, we cannot backfill previous calls.

Your existing task fields can be mapped to Ai Call Purpose, Ai CSAT, Ai Outcome, and Ai Playbook adherence.
For more information on field mapping, be sure to review this Help Center article.

Add Dialpad Ai Fields to Salesforce Objects

If you're brand new to the Dialpad for Salesforce integration, there are no configuration steps required to use the Dialpad Ai Fields in your Salesforce Objects.

However, if you started using the Dialpad for Salesforce integration before March 15, 2024, you will need to add the Dialpad Ai Fields to Salesforce.

To add the Ai Fields, head to Salesforce Lightning: