I have Salesforce on Sandbox—does the integration work with that?
Unfortunately not at this time.
Can I log calls placed from a shared line (Department, Main Line, Call Center)?
Not at this time. Currently, users will need to place outbound calls from their direct user lines in order to have the call logged to the Salesforce Lead/Opportunity.
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".
Why aren't my calls being logged?
If calls aren't automatically being logged, check to make sure that you're syncing with the right contact. In some cases, we may find multiple matches.
Just click on the # of matches to select the right one for Dialpad to start logging your calls and activity.
Keep in mind that the only scenarios where a call isn't logged are in the case of a missed inbound call or if its an internal call, meaning you called someone in your own organization.
How are multiple matches found?
We search Salesforce for contacts, accounts, and leads that match either the phone number, email, or contact name of the person calling into Dialpad.
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.
What type of number formats can I use in Dialpad to log calls?
We currently support the following number formats:
One of these formats must be in the lead, contact, or account Phone field in Salesforce.
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 updating 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):