Use Salesforce for Dialpad

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. 

Requirements

To integrate Salesforce and Dialpad, you must:

• Have an Enterprise or Unlimited edition of Salesforce.
• Be using the lastest Salesforce package — we're currently on v1.760.
• Enable API access.

Permission sets

Dialpad for Salesforce offers two permission sets.

Be sure to review the below details and make sure that you're using the correct permissions.

Dialpad for Salesforce - Administrator 

This permission set is intended for Office Admins and Contact Center Admins, as well as those who need access to the 'Dialpad_Lightning' tab.  

With this permission set, you can manage the following features:

• Powerdialer list creation and management.
• List prioritization.
• Contact Center prioritization.
• Salesforce settings.

Dialpad for Salesforce - Standard User 

This permission set is intended for agents or non-admin users and should be assigned to Contact Center agents who place calls from Salesforce, and to all the users who create and/or modify Accounts, Contacts, Leads, and Opportunity objects in Salesforce.

With this permission set, agents can access the 'My Dialpad' Tab, where they can see their assigned lists and upcoming records from the Powerdialer.

If your organization does not use Powerdialer, this permission set is required to ensure proper access to call logging objects and fields.

Connect Salesforce

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

From the Dialpad Admin portal:

1. Select My company
2. Select Integrations
3. Beside Salesforce, select Options
4. Select Manage Settings
5. Check the box beside Enable this feature
6. Select Save

For information on Custom Objects, be sure to review 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. 

1. Open any Dialpad conversation
2. Select the Salesforce widget from the right-hand sidebar
3. Select Connect to Salesforce
4. Enter your Salesforce credentials to complete the connection

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. 

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.

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
   1. Select the contact's name or select the skinny bar icon
3. Open the Salesforce widget 
4. Select Create/Connect to a record
5. Select Create new record
6. Select Create Contact
7. Enter the contact details
8. 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
   
3. Select the matching record
4. Select Connect
   

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
2. Select the correct contact
   
3. Select Connect
   Note

   If none of the contacts listed 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 change (rematch) a contact:

1. Open the Salesforce widget
2. Select Rematch
   
3. Enter the name or phone number of the contact, then press Enter
4. Select the desired contact
5. Select Connect 

Log a Task 

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