Salesforce for Dialpad FAQs

I have Salesforce on Sandbox—does the integration work with that?

Yes, you're able to connect Dialpad accounts to a Salesforce sandbox instance.

Can I log calls placed from a Shared Line (Department, Main Line, or Call Center)?

Yes! We currently log calls from shared lines like your Department or a Call Center.

Why can't I log a note with my contact?

Chances are this is an issue with your Salesforce Instance. Have your Salesforce Admin follow these steps:

  • Navigate to the Salesforce Object Configuration
  • Find the Task Object and uncheck the requirement 

Notes still not logging? Reach out to our support team directly.

Are canceled calls logged in Salesforce?

Yes. However, calls made and canceled within 5 seconds will not be logged in Salesforce. Calls made and canceled after 5 seconds will be logged as a "Canceled Call". 

Are missed calls without voicemails logged to Salesforce?

No, missed calls without voicemails are not logged to Salesforce.

Do calls through the Dialpad chrome extension also create logs in Salesforce?

Yes - if you have the Dialpad Chrome extension enabled, it'll hyperlink any phone number within the Salesforce interface.

When the call is made through the Dialpad desktop app, assuming that you have already authenticated Salesforce, it'll find the correct record and record the call. 

Note: Cases where you have multiple matches, you must select a record beforehand in order for the call log to be recorded.

Which Salesforce editions are compatible with this integration?

Enterprise and Unlimited, as well as editions that have API access.

Additionally, automatic call logging is subject to your instances API call limits. As a Salesforce Admin you can go to Setup>Monitor>System Overview to verify current API call limits. 

The info in my contact's profile isn't updating immediately. What gives?

There will be times where the info displayed might not be updated automatically. In these cases, you can click the Salesforce logo to manually re-fetch the most up to date data.

Logged calls aren't appearing under Activity History, or certain columns are missing. Why?

This may be due to your Salesforce configuration. Our integration uses standard field types:

  • Call Duration (seconds)
  • Call Type (inbound/outbound)

You'll need to ensure that Activity History and Tasks are visible on the Lead, Contact, and Accounts records. Some fields are not logged with our integration, e.g. "Type". 

How do I create a report in Salesforce to see my team's call logs?

We suggest creating an Activities with Contacts report (click to view larger size).

Here's an example of the fields we suggest using (click on the image to view a larger size):

Why is the Total Number of Times Dialed showing 0?

Total Number of Times Dialed is only logged if you are using our Powerdialer feature. We cannot prevent logging that section for non-Powerdialer calls, so it will default to 0.

Can I disable logging a Vi Call Summary to Salesforce?

Not at this time. If Vi is enabled, the Call Summary will log to Salesforce. If you do not want a Call Summary to log to Salesforce, you will need to disable Vi.

Salesforce Errors

Customers might see the salesforce errors like the following, in which case they should go to the related Salesforce document for solutions.

  1. Error Message: Session expired or invalid. Solution: 
    https://help.salesforce.com/articleView?id=000335524&type=1&mode=1
  2. Error Message: Salesforce API request limit has been exceeded. Solution: https://help.salesforce.com/articleView?id=000315030&type=1&mode=1
  3. Error Message: Salesforce API is disabled for this user. Solution: https://help.salesforce.com/articleView?id=admin_userperms.htm&type=5 
  4. Error Message: Salesforce API access is disabled. The solution could be one of the following based on their Salesforce account:
    1. The REST API is NOT exposed to Salesforce Professional Edition: 
      https://help.salesforce.com/articleView?id=000326486&language=en_US&type=1&mode=1
    2. For Editions (Enterprise, Unlimited and Developer) that has access to REST API. Refer to: https://developer.salesforce.com/forums/?id=9060G000000MPteQAG
    3. If you are a Salesforce Professional Edition, it is suggested that you contact Salesforce support to enable API.

Salesforce information not loading for a contact, why?

If you are seeing the following message in your Dialpad app

sferror.png

Check with your Salesforce admin to enable the Salesforce API. Refer to the following Salesforce article for more information: https://help.salesforce.com/articleView?id=admin_userperms.htm&type=5 

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