Use Salesforce for Dialpad

Margaret Beinarovics
Updated

The Dialpad for Salesforce integration brings smarter workflows, increased call efficiency, and better customer interactions to Salesforce—so your teams can focus on driving more sales and closing deals faster.

Let's dive into the details of this integration.

Who can use this

The Salesforce integration is free to install but requires an Dialpad Connect, Dialpad Support or Dialpad Sell license.

Dialpad for Salesforce is compatible with both Service and Sales Cloud.

Connect Salesforce

First things first, your Company Admin must enable the Salesforce integration.

Navigate to your Dialpad Admin Settings.

  1. Select My Company

  2. Select Integrations

  3. Navigate to Salesforce

  4. Select Options
    Screenshot of the Dialpad Admin Integrations page, with orange boxes highlighting 'My company', the 'Integrations' navigation menu, and the expanded 'Options' dropdown with 'Manage Settings' selected next to Salesforce.

  5. Select Manage Settings

  6. Go to Enablement details, then check Enable this feature

    Screenshot of the Dialpad 'Configure Salesforce' integration page with orange boxes highlighting the checked 'Enable this feature' checkbox under Enablement details and the purple 'Save changes' button in the top right.

  7. Select Save changes

For information on Custom Objects, read this Help Center article.

Once Salesforce has been enabled for your company, your Salesforce Admin will need to connect their Salesforce account from the Dialpad app.
Screenshot of the Dialpad app with an orange box highlighting the Salesforce widget in the right sidebar, featuring a 'Connect Salesforce' link to connect the user's account.

Contact matching

Once you’ve connected your Salesforce account, any time a Salesforce contact matches the Dialpad contact, you'll see their Salesforce details in the Salesforce widget on the right-hand sidebar.

Screenshot of the Dialpad desktop app displaying contact information for 'Kristen Carlel', with an orange box highlighting the expanded Salesforce widget in the right-hand Profile sidebar showing owner details, contact badge, options to 'Rematch' or 'Create Task', open activities, and activity history.

Here, you'll see who owns the Salesforce record, open activities, their activity history (completed tasks), and opportunity stage (if applicable).

To view the contact in Salesforce, select View Contact.

Screenshot of the Salesforce widget within Dialpad, featuring an orange arrow pointing to the pop-out icon with a 'View Contact' tooltip next to the Salesforce header.

Let's go over common contact matching scenarios.

Create a contact

New Salesforce contacts can be created from Dialpad at any time.

To create a contact from the Dialpad app:

  1. Open a one-on-one conversation

  2. Open the right-sidebar

    • Select the contact's name, or
    • Select the skinny bar icon

  3. Open the Salesforce widget > Select Create/Connect to a record
    Screenshot of the Dialpad app with an orange box highlighting the Salesforce section in the Profile sidebar, showing 'No matches found' and an arrow pointing to the 'Create/Connect to a record' link.

  4. Select Create new record

  5. Select Create Contact

    Screenshot of the 'Connect to Salesforce record' dialog window with an orange box and arrow highlighting the 'Create new record' dropdown menu and the 'Create Contact' option selected inside it.

  6. Enter the contact details

  7. Select Save

Connect a contact

Connecting a Dialpad contact to an existing contact couldn't be easier! Dialpad searches Salesforce for contacts that match either the phone number, email, or contact name of the Dialpad contact.

To connect a Dialpad contact to a Salesforce contact:

  1. Open the Salesforce widget

  2. Select Create/Connect to a record

    Screenshot of the Dialpad desktop app displaying conversation details for 'Jeremy Withers', with an orange box highlighting the Salesforce section in the Profile sidebar showing '1 match found' and an arrow pointing to the 'Create/Connect to a record' link.

  3. Select the matching record

  4. Select Connect
    Screenshot of the 'Connect to Salesforce record' dialog window showing one suggested contact match, with an orange box highlighting the purple 'Connect' button at the bottom right.

Multiple contact match

If multiple Salesforce contacts are found, your Dialpad will not automatically be matched to a Salesforce record — you'll need to assign it to the correct one.

From the Salesforce widget:

  1. Select Create/Connect to a record

    Screenshot of the Dialpad desktop app with an orange box highlighting the Salesforce section in the Profile sidebar, showing '3 matches found' and an arrow pointing to the 'Create/Connect to a record' link.

  2. Select the correct contact

  3. Select Connect
    Screenshot of the 'Connect to Salesforce record' dialog window showing three suggested matches, with an orange box highlighting the purple 'Connect' button at the bottom right.

Note

If none of the listed contacts are correct, you can also use the search bar to find a different contact, or select Create new record to create a new contact.

Rematch a contact

Need to change the matched contact? No problem!

To rematch a contact:

  1. Open the Salesforce widget

  2. Select Rematch
    Screenshot of the Dialpad app with an orange box highlighting the 'Rematch' button in the Salesforce section of the Profile sidebar.

  3. Enter the name or phone number of the contact

  4. Select Enter

  5. Select the desired contact

  6. Select Connect

Log a Task

No need to switch between Dialpad and Salesforce, you can log Tasks right from the Dialpad app.

Tasks are logged as open activities and can be created before or after a call (but not during).

To log a Task from the Dialpad app:

  1. Select the Salesforce widget
    Screenshot of the Dialpad app with an orange box and arrow highlighting the 'Create Task' button in the Salesforce section of the Profile sidebar.

  2. Click Create Task

    • Enter a subject
    • Enter the Task details

  3. Select Save Activity

    Screenshot of the Dialpad app with an orange box and arrow highlighting the purple 'Save Activity' button in the Salesforce task creation form on the right-hand Profile panel.

Your new activity will now appear in the Open Activities section.

Note

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

Log a note

Notes, also known as Completed Activities, can also be created from the Dialpad app, and are logged during a live call.

From the Dialpad app:

  1. Navigate to the conversation

  2. Open the Salesforce widget

  3. Enter the note details

  4. Select Save activity

    Screenshot of the Dialpad desktop app during an active call, featuring an orange box highlighting the activity form within the Salesforce sidebar widget, including fields forRelate to, subject, description, and the 'Save activity' button.

Dialpad for Salesforce on mobile

You can also view Salesforce activities on your mobile device.
From your Contact's profile page, navigate to the Salesforce section.
Here, you'll see any open and past activities.

To log a new activity, select the + icon.

If you enter notes during a call, we'll automatically log them as closed activities.

Log a call

As long as you’ve matched the right contact in Dialpad to Salesforce, all active inbound and outbound calls will automatically log in Salesforce as completed activities.

Screenshot of a Salesforce Task Detail page showing logged activity details for an outbound call, titled 'Dialpad Call - Outbound / 4 min', including call duration, type, assigned user, and phone number details.

The activity will be listed with the default title Dialpad Call and basic call info (call duration, call type).

Record a call or leave a voicemail in Dialpad and we'll automatically log it back to the associated record in Salesforce.

Notes

If you receive a call from a Dialpad user in your company, the call will not log to your Salesforce.

Calls placed via desk phones will still automatically log as long as there is a contact match. If multiple contacts are found, you'll need to select the contact before the call is logged.

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

Log a missed call

Automatically log missed calls and voicemails to a Salesforce user or queue tied to your contact center, department, or main office line.

There are 2 ways to log missed calls in Salesforce:

  • Salesforce user: Log missed calls to a specific user

  • Salesforce queue: Log missed calls to a specific shared line

To enable missed call logging in Salesforce, head to Dialpad Admin Settings.

  1. Navigate to departments or contact centers > Select the desired department or contact center

  2. Select Integrations > Options
    Screenshot of the Dialpad Admin page for a specific department, showing the Integrations settings with an orange arrow and box highlighting 'Manage Settings' under the Salesforce options menu.

  3. Select Manage Settings > Navigate to Activity logging and linking

  4. Select Log missed calls as activities

    • Select Salesforce user
    • Select Salesforce queue

  5. Save changes

Screenshot of the Dialpad 'Configure Salesforce' settings page featuring an orange box highlighting the 'Log missed calls as activities' section with options for assigning activities to a Salesforce user or queue, with the 'Salesforce user' radio button selected.

Missed calls will follow the call activity setting you’ve chosen for Salesforce calls.

Activity history

Under Activity History, completed tasks will include:

  • Assigned To: The Dialpad user who received/placed the call.

  • Subject: Dialpad Call, inbound/outbound, and call duration.

  • Call Type: The Record's call direction.

  • Call Duration: The Record's call duration (in seconds).

  • Start Date/Due Date: The date the call was received/made.

Note

We do not currently log against Type.

To view all activities in Salesforce, select Show all activities in the Activity History section.
Screenshot of the Salesforce Service Console showing contact details for 'Kristen Carlel', with an orange box and arrow highlighting the purple 'Show All Activities' button in the right-hand Activity panel.

Make sure you have the latest version of our package installed in your Salesforce instance before you click on the hyperlink.

Use the following links to install a Salesforce production or Sandbox package.

Questions?

Read our Dialpad for Salesforce FAQs for more information.
 

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