---
title: "Use Dialpad for Salesforce CTI"
slug: "use-dialpad-for-salesforce-cti"
description: "See how you can use Dialpad’s calling functionality within Salesforce Lightning, eliminating the need to switch between apps. "
tags: ["ai contact center", "ai sales", "ai voice", "CTI Settings", "dialpad call center", "Dialpad sell", "dialpad talk", "Integrations", "Salesforce  ", "Salesforce Integration"]
updated: 2025-07-16T08:10:45Z
published: 2025-07-16T08:10:45Z
---

> ## Documentation Index
> Fetch the complete documentation index at: https://help.dialpad.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Use Dialpad for Salesforce CTI

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.

> [!NOTE]
> Who can use this
> 
> [Dialpad Sell](http://www.dialpad.com/pricing) and [Dialpad Support](http://www.dialpad.com/pricing) users can use this feature. It's also available to Dialpad Connect users on [Pro and Enterprise plans](http://www.dialpad.com/pricing).
> 
> 
> 
> Users must have the latest managed package from the [Salesforce AppExchange](https://appexchange.salesforce.com/) 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:

1. Navigate to Dialpad in Salesforce Lightning
2. Select **Login**

![](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/SF_Login(1).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. ![](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/Salesforce_CTI(4).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. ![](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/SFDC-CTI-settings(1).png) |
| **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. |

### **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. ![](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/CTI_SF_Hardware_settings(2).png)

You can also select **Test Call Audio** to test your microphone, speaker/headset, and network to ensure all work properly.

> [!NOTE]
> 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. ![](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/SF_CTI_recent_favorites(2).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. ![](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/SF_CTI_Search_contacts(2).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**.

![](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/SF_CTI_answer_call(1).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. ![](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/SF_CTI_Make_a_call(3).png)

Once the call connects, you’ll see call controls including record, mute, hold, transfer, and hang up. ![](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/SF_CTI_On_call(3).png)

You’re also able to click-to-call in Salesforce Lightning or search and contact, and then make a call.

> [!NOTE]
> 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. ![](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/SF_CTI_disable_calling(1).png)
> 
> Switching tabs? No problem! Just click **Enable Calling** again to make sure your calls work on the tab you’re using.

### Adjust caller ID

Choose another Contact Center caller ID when making a call from the Salesforce CTI

1. Select the **Make a Call**
2. Select the drop-down under **New Call From** ![](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/SF_CTI_callerID(2).png)
3. Select a Contact Center
4. Navigate to **Your caller ID displays as**

![](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/SF_CTI_choose_Caller_ID(1).png)
5. 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.

![](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/SF_CTI_Record(1).png)

> [!TIP]
> 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.

1. Select **Transfer**
2. Search for a contact
  - Manually type in a number, or select one of your most frequent contacts.
3. Select **Transfer Now** or **Ask First** ![](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/SF_CTI_Transfer(2).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.

![](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/Sf_CTI_2nd_call(1)(1).png)

1. Select **Answer** to place the current call on hold
  1. Select **Merge** to combine the incoming call with the current call
2. Select **View all** to view live calls

![](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/SF_CTI_Livecalls(1).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:

1. Navigate to **Notes**
2. Enter the note details
3. Select **Log** to be pulled into the newly-created Task ![](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/Sf_CTI_notes(1).png)

> [!NOTE]
> 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.

![](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/SF_CTI_multiple_matches.png)

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. ![](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/SF_CTI_rematch_record(1).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.

1. Select **Create new record**
  1. Select **Create Account**
  2. Select **Create Contact**
  3. Select **Create Lead**

![](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/SF_CTI_create_new_record(3).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.

![](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/Sf_CTI_relate-to.png)

### 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.

![](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/Sf_CTI_CAse.png)

### 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. ![](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/Sf_CTI_Opportunity.png)

### 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.

![](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/SF_CTI_any-related.png)

It includes standard objects (cases and opportunities) as well as custom objects.

> [!NOTE]
> 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.

![](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/Sf_CTI_switch_call(2).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**.

![](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/send-message.png)

## Contact Center availability status

Change your Contact Center status to Available or Off Duty from the Salesforce CTI.

1. Select the drop-down under Contact Centers
2. Select a status to apply to all Contact Centers that you’re assigned to
  1. Select **Manage** to apply the status for specific Contact Centers and Departments

![](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/SF-CTI-CC-availability.png)

## Related

- [Salesforce Case, Object and Opportunity Logging with Dialpad CTI](/salesforce-case-and-opportunity-logging-with-dialpad-cti.md)
- [Dialpad for Salesforce Lightning FAQs](/dialpad-for-salesforce-lightning-faqs.md)