Dialpad Powerdialer with Salesforce

Dialpad’s Powerdialer inside Salesforce allows Sales Managers to set up dial lists containing Leads, Contacts, Opportunities, or Accounts and assign them to reps.

Reps can dial through these lists automatically without bringing up each record individually.

Let's take a look at how the Powerdialer works

Dialpad Admins with Salesforce Administrator access must set up this integration.

Once the integration is set up, Agents on an Ai Sales license and assigned to at least one Contact Center will need to have the Dialpad app in Salesforce Lightning.

Download Dialpad Powerdialer

First things first, to use Dialpad’s Powerdialer, you'll need to download the latest package from the Salesforce AppExchange.

• If you are using a URL to install the package inside your Salesforce Sandbox, replace “login.salesforce.com” with “test.salesforce.com” in the URL

Enable the Powerdialer

To enable the Powerdialer, Company Admins will need to navigate to their Admin Settings at Dialpad.com 

1. Select Company Settings 
2. Navigate to Integrations
3. Select Options besides the Salesforce integration
4. Click Manage Settings

This allows you to connect your company’s Salesforce account to Dialpad, allowing rep and Contact Center syncing.  

Once you've enabled Salesforce Powerdialer in your Company Settings or Office Integration Settings, navigate to your Office Settings to set post-call wrap-up time for your agents.

Create & assign lists

Install the Dialpad for Salesforce Package here. Use the SFDC App Launcher and search for Dialpad Lightning.

Click on Dialpad Lighting, and you will be taken to the Powerdialer setup page. Once there, select Create New List in the upper right-hand corner.

Click on Create New List and enter the list details.

• List Name: Enter alphabetical letters, numbers, spaces, or special characters including '-' and '_'
• Salesforce Object: Choose between Lead, Contact, Opportunity, or Account
• List Type: Static lists do not update to add new records, but records get removed if they no longer meet the list's criteria; dynamic lists add or remove records automatically when the criteria for the list are met

• List Status: Shows whether the list is currently active
• Object Type: Indicates the type of SFDC object the list would contain
• List Sorted By: Organizes the calling priority for the records from the list; the records in the list are vended in the list sort order
• Times Dialed: Number of times a record from the list should be dialed; each time a record is vended for dialing, this number is incremented for that record
• Follow-Up Field: Field that can be used for scheduling callbacks

To add records to your list, click on the filter icon and specify the criteria to be used to add records to the list.

Filtering criteria can be any attribute of the object. In the example below, the list contains all leads from 'Dialpad' in the state of California.

Be sure to hit Apply to save the filtering criteria and then Save on the list to save all changes to the list. You can always go back and edit the filtering criteria and records will be added/removed depending on the new criteria.

Once you have completed your list, you can assign the list to Agents or Contact Centers.

• Assign the list to Agents if you'd like one or more agents to be assigned for all calls from that list

• Assign to Contact Centers if you'd like records from a list to be assigned to agents when they go active in a Contact Center.

Clone Dialpad list

Need to make a copy of your current list? Use the clone feature to make a carbon copy of your Dialpad List.

1. Click the Clone button
2. Enter the New list's name
3. Select Clone

List & contact center prioritization

Ensure your Contact Centers and Lists receive the exact attention they need by prioritizing their rank. 

List Prioritization

The List Prioritization page allows you to rank different lists by dragging and dropping (or by clicking the up/down arrows) to sort your Lists into the desired order. 

List Priorities are generally used if a representative is assigned to multiple lists at the same time.

Contact Center Prioritization

The Contact Center Prioritization page allows you to rank different Contact Centers. Note that Contact Center priorities are considered only after taking into account a list's priority.

Select the Edit icon (that's the pencil) in the Priority section of your Contact Center. Simply update the number and hit Enter to save. 

In the Dialpad CTI in Salesforce lightning, Agents should see a Start Dialing button if they have been assigned to the list(s) and have records available to dial.

Once the Agent clicks on the Start Dialing button, they will be active on the Powerdialer mode and the record that is being dialed out will be loaded on the screen while it is being dialed.

After the call is done, Agents will get a wrap-up time before moving on to the next call. This wrap-up time is determined by the value selected by the Dialpad Office Admin in the Office Settings. Closing the wrap-up time before the present time is up will cause the Powerdialer to move on to the next call.

Set follow-up time

Using the follow-up field, you're able to send records out of a list and bring them back in after the specified timeframe.

Please ensure that there is a field that lets you set a date and time.

In the list creation view, select Edit under the Follow-Up Field menu and choose the field you'd like to use for follow-ups.

After setting the follow-up time, records are taken out of the list and brought back in after the specified timeframe.

Timezone Support

When Timezone Support is enabled, Salesforce Powerdialer considers the timezone of a record (i.e. leads, contacts and accounts) to ensure that customers are called during their preferred availability. 

Enable Timezone Support

To enable Timezone Support, head to your Dialpad Lightning tab in Salesforce. 

1. Select Setup manager
2. Navigate to Settings
3. Select Powerdialer general settings
4. Navigate to Timezone Support
5. Toggle the slider on to enable the feature                                                                                                

Use Timezone Support

Timezone Support is available for standard records.

To use Timezone support:

1. Select a record
2. In the record details, navigate to the Contact (or Lead) Timezone field                      
3. Select the timezone
4. Set the start and end times for active hours                                                                            
5. These times will be linked to the timezone field for the record
6. Select Save
7. Create a new list 
   1. Select Manage Table Columns > Done to add the Contact Time Zone filter to your list view
   2.  Once added, you'll see the Contact Timezone field in the list's view                                            

Powerdialer general settings

Customize your Powerdialer in the General Settings.

Here, you're able to customize the following:

• Call Threshold time (In Minutes) - Time gap to be left by Dialpad between 2 consecutive attempts to autodial any specific record from a list. This setting will make sure you don't make a call to the same number again within the threshold time.
• MyDialpad - Total Records To Display - Count of queued records to be displayed in My Dialpad Tab for powerdialer agents. The maximum count allowed is 2000. No impact on the dynamic list. 
• Enable Real-Time Deletion and  Enable Dialpad List Deletion - No impact on the dynamic list. As the name suggests these are used for enabling list deletions.
• Job Interval  - Frequency to trigger job to evaluate incremental record updates against list filter criteria of existing powerdialer lists.  This will take care of any new records that are matching filter criteria and records that no longer match filter criteria.
• Relative date evaluation job  - Frequency to trigger job to evaluate relative dates in list filter criteria of existing powerdialer lists on a regular basis. We need to enable this if the customer uses any relative filters in the Dynamic list. 

Viewing Powerdialer list assignments

As an Agent, you can view your Powerdialer list assignments using the “My Dialpad'' tab in Salesforce. This page allows the agent to find out the records in his/her Powerdialer queue in the sequence used by the Salesforce application to vend out the records for powerdialing. You can also view lists that are assigned to you in this page.