You can make and receive calls, send and receive messages, and more by using Salesforce CTI directly on your Salesforce Lightning.
Let’s dive into the details.
Who can use this
Dialpad Sell and Dialpad Support users can use this feature. It's also available to Dialpad Connect users on Pro and Enterprise plans.
Users must have the latest managed package from the Salesforce AppExchange installed in their Salesforce instance.
Log in to the Salesforce CTI
To start using Salesforce CTI, open the CTI and log in to Dialpad.
If you don’t see this option, check with your Salesforce Admin to make sure the integration has been enabled.
To log in from the CTI:
Navigate to Dialpad in Salesforce Lightning
Select Login
.png)
You'll be redirected to a web browser page to enter your credentials, and then you'll be directed back to the Salesforce CTI.
CTI Settings
Access your CTI settings by selecting the drop-down icon beside your avatar to launch the CTI’s settings..png)
Do Not Disturb | Send all calls to voicemail. |
Send Feedback | Give product feedback to Dialpad. |
App Settings | Manage settings specifically for the CTI. You can control these settings as a Company/Office Admin from the integration settings pages.
|
Account Settings | Manage settings specifically for Dialpad across all devices. |
Analytics | Access the Analytics menu in Dialpad. |
What's New | Access new Dialpad features and updates. |
Help | Access to the Dialpad Help Center. |
Report an Issue | Report an existing issue. |
Save App Logs | Logs activities and events that take place within the app. |
.png)
Hardware Settings
To access the Hardware Settings from the CTI, select the Headset icon. Here, you can choose which microphone and speaker/headset to use. .png)
You can also select Test Call Audio to test your microphone, speaker/headset, and network to ensure all work properly.
Note
To make and receive calls, you’ll need to give Google Chrome permission to access the microphone.
View & search contacts
Search and view your contacts right from the CTI in Salesforce.
View contacts
You can access your Recent and Favorite contacts through the CTI
Recent: Show contacts you’ve recently called or messaged.
Favorites: Show contacts you've marked as favorites.
.png)
Search contacts
Search contacts from the Salesforce CTI by selecting the Search icon (that's the magnifying glass) and entering a name or number. .png)
Dialpad searches across personal contacts, Directory, Department, and Contact Center contacts.
Salesforce CTI calling
Easily make and receive calls without leaving Salesforce.
Receive a call
Receive a call on the Salesforce CTI by selecting Answer.
.png)
Select Screen to answer the call at any time while the caller is leaving a voicemail.
Select Decline to reject the call.
If the caller is already a contact in Salesforce, you’ll see a tag beneath their name denoting this.
Select View record in Salesforce during an active call to view contact information.
Make a call
To call from the Salesforce CTI, select Make a Call and type the name or number of who you’d like to call. .png)
Once the call connects, you’ll see call controls including record, mute, hold, transfer, and hang up..png)
You’re also able to click-to-call in Salesforce Lightning or search and contact, and then make a call.
Note
When you see Enable Calling, it means you have more than one Salesforce Lightning tab open. Click it to make or receive calls on your current tab.
Switching tabs? No problem! Just click Enable Calling again to make sure your calls work on the tab you’re using.
.png)
Adjust caller ID
Choose another Contact Center caller ID when making a call from the Salesforce CTI
Select the Make a Call
Select the drop-down under New Call From
.png)
Select a Contact Center
Navigate to Your caller ID displays as
.png)
Select your preferred caller ID from the drop-down
Record a call
Record an active call in the Salesforce CTI by selecting the Record button to start recording and press the button again to stop recording.
.png)
Looking for the recording?
You can find your call recordings in the Dialpad app under Inbox > Recordings.
Salesforce also stores call recording under the Task associated with the call.
If your Admin has turned on automatic recordings for Shared Lines, the recording link will show up in both Salesforce and Dialpad.
Transfer a call
Transfer an active call to another agent from the Salesforce CTI.
Select Transfer
Search for a contact
Manually type in a number, or select one of your most frequent contacts.
Select Transfer Now or Ask First
.png)
If the next agent also uses the Salesforce CTI, they’ll receive the call within Salesforce Lightning.
Call waiting
Take an incoming call even while you're on an active call using the CTI.
(1).png)
Select Answer to place the current call on hold
Select Merge to combine the incoming call with the current call
Select View all to view live calls
.png)
To move between calls, choose the call and press the pause button to take it off hold.
Log a note
Need to write a quick note? You can do this during an active call and right after it ends.
To log a note:
Navigate to Notes
Enter the note details
Select Log to be pulled into the newly-created Task
.png)
Note
If you log a note during an active call, you won’t be able to completely log it until the call ends.
Match Salesforce record
Don’t stress over multiple contact matches — Dialpad recognizes when more than one contact calls in with the same number and gives you the option to select the right contact for that number.
Choose a contact, then select Connect.
Rematch the Salesforce record
Was the Salesforce record incorrectly matched?
Select Rematch record during a call to change the associated Salesforce contact or lead..png)
Create new Account, Contacts & Leads
If no matching records are found for calls with unknown callers, you can create an Account, Contact, or Lead.
Select Create new record
Select Create Account
Select Create Contact
Select Create Lead
.png)
New objects are then created in Salesforce to log the call.
Call logging
Call logging in Salesforce CTI helps you stay organized for easier follow-up and tracking.
Assign to Case, Opportunities, & Custom Objects
Use the Relate To drop-down menu to select the case, opportunity, or any custom objects you want to associate the call with.
Log calls to Case
To log a call to a case, navigate to the Relate to drop-down menu and select the Case you want to associate the call with.
Log calls to Opportunities
To log a call to an Opportunity, navigate to the Relate to drop-down menu and select the Opportunity you want to associate the call with.
Log calls to Custom Object
To log a call to a Custom Object, navigate to Relate to drop-down and select a Custom Object you want to associate the call to.
Log calls to any related object
The CTI allows you to associate your calls with any related objects. You’ll see a drop-down menu in the CTI to choose the related object as you log the call.
It includes standard objects (cases and opportunities) as well as custom objects.
Note
Select Browse All to choose the object type from the drop-down, and then search and filter related objects to find exactly what you need.
Switch devices
Answered a call on another device first? You can move the call to Salesforce CTI.
To move the call to the Salesforce CTI, Select Switch Call to this Device on the call bar.
.png)
Send a message
Send a message from the Salesforce CTI, use the drop-down beside the Make a Call and select Send a Message.
Contact Center availability status
Change your Contact Center status to Available or Off Duty from the Salesforce CTI.
Select the drop-down under Contact Centers
Select a status to apply to all Contact Centers that you’re assigned to
Select Manage to apply the status for specific Contact Centers and Departments
