Use Dialpad for Salesforce Classic (CTI)
    • 29 May 2024
    • 2 Minutes to read
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    Use Dialpad for Salesforce Classic (CTI)

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    • PDF

    Article summary

    Before you get started, you'll need your Admin to enable this for your account. Once this is enabled, then you'll be able to click-to-call any number in Salesforce. If you want your calls to log in Salesforce, be sure to connect your Dialpad to Salesforce

    Who can use this feature
    Salesforce Classic is available to Ai Sales and Contact Center customers, as well asDialpad Ai Voice users on Pro and Enterprise plans.  

    Place a call

    To place a call in Salesforce, click on the phone number associated with a:

    • Lead
    • Account
    • Opportunity
    • Contact
    • Case

    place a call with classic

    This will launch your Dialpad app (Native or Chrome) with the number pre-populated. As long as your caller ID is right, hit Call to place your new call. 

    After your call ends, the call is automatically logged as a task to the associated record.

    Dialpad Tip:
    Record a call from Dialpad and we'll automatically log it with your associated record in Salesforce.

    Recent activity sidebar

    After the Classic CTI integration is enabled, team members will see a Recent Activity sidebar automatically appear within their Salesforce screen.

    Similar to your Recent Activity sidebar in Dialpad, this displays all recently contacted Leads/Contacts. Within your sidebar you can:

    • Click the magnifying glass to search for a Salesforce record (lead, contact, etc.)
    • Click the arrow to view recent call notes
    • Click the Contact/Lead name to view information
    • Click the phone number to launch a new call

    Classic vs Salesforce for Dialpad

    If you've been using the Salesforce for Dialpad integration already (or our Chrome extension), you might be wondering what Salesforce Classic has to offer that's different. Let's take a closer look at the major differences:

    Supported Browsers 

    Our Salesforce Classic integration supports click-to-call in any browser (e.g. Safari, Chrome, Firefox). With the extension, you're limited to just Chrome. 

    Matching Records

    Since you're clicking directly on the Lead/Account/Opportunity, etc. in Salesforce, we automatically know which record to tie the call to. 

    With the Salesforce for Dialpad integration, you need to select which record is right when multiple matches appear.

    Logging a Note

    Using Salesforce Classic does not automatically enable the Salesforce for Dialpad integration within your desktop app—in other words, if you have Salesforce Classic on your account, you won't be able to take notes directly within in the Dialpad app. 

    If you want that ability, just have your Administrator reach out to your sales rep to have the Salesforce for Dialpad integration enabled on your account.

    Keep in mind that with the Classic CTI, you will either need to:

    Select either one of these options to ensure that the Chrome Extension doesn’t interfere with the Classic CTI feature.


    Keep in mind that the Dialpad CTI does not support using multiple tabs. 

    We know you love using CTIs, but for the best experience, we recommend using the Dialpad Desktop App and Dialpad Everywhere.

    Visit this Help Center article to find answers for frequently asked questions regarding Dialpad for Salesforce Classic (CTI).

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