Use Dialpad for Salesforce Classic (CTI)
- 25 Sep 2023
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Use Dialpad for Salesforce Classic (CTI)
- Updated on 25 Sep 2023
- 2 Minutes to read
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Article Summary
Before using the click-to-call feature in Salesforce, you need to enable it with your Admin. Once enabled, you can click on any phone number in Salesforce to make a call. The call will be logged as a task to the associated record. With the Classic CTI integration, a Recent Activity sidebar will appear in Salesforce, showing recently contacted leads and contacts. You can search for records, view call notes, and access contact information from the sidebar. The Salesforce Classic integration supports click-to-call in any browser, while the extension is limited to Chrome. When using Salesforce for Dialpad integration, you may need to select the correct record when multiple matches appear. Note-taking within the Dialpad app is not available with Salesforce Classic unless enabled by an administrator.
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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 Dialpad Ai Voice, Ai Sales, and Contact Center customers on the 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
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:
- Disable your Chrome extension
- Add salesforce.com as an exception to your extension
Select either one of these options to ensure that the Chrome Extension doesn’t interfere with the Classic CTI feature.
Visit this Help Center article to find answers for frequently asked questions regarding Dialpad for Salesforce Classic (CTI).
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