Use Dialpad for Salesforce Lightning

 

Connect Your Dialpad Account

Once your Salesforce Administrator has enabled the integration, follow these steps to connect your Dialpad account:

1. Log into Salesforce Lightning
2. Open the Salesforce App that the CTI Softphone has been enabled for
3. Click on the Phone icon at the bottom of your screen
4. Click Connect Dialpad to Salesforce 
   

Settings

Click on the Gear icon to adjust settings like whether or not you want to confirm a number before calling, or how you want to log calls.

Calls can be logged either against Cases (in Service Cloud) or Opportunities (in Sales Cloud).

Receiving a Call

Before you can start receiving calls, you'll want to make sure that you've set yourself available on any of your available lines. 

Place a Call

Place a call without ever having to leave Salesforce, either by CTI (click to call) or with our native dialer. You'll even be able to search your Company directory.

 

Once your call connects, you'll have access to call controls like:

• Record
• Mute
• Hold
• Transfer
• Dialpad
• Hang Up

When going to place a call, if you see the option to "Enable Calling" this means you have more than one browser tab open with your Salesforce Lightning. To make or receive a call, simply press enable calling.

Note that if you switch to a different tab you will need to "Enable Calling" on that tab as well, which will effectively prevent you from making or receiving a call on the previous tab. This is a best practice so you can receive inbound calls on the tab you are actively working on. 

Adjust Caller ID

Need to adjust your caller ID before placing a call? Here's how:

1. Click the Phone icon next to a # to launch the New Call screen
2. Next to Call From, select any available lines from the drop-down
3. Click New Call to place your call

Record a Call

To record a call, click Record on your active call screen.

After your call ends, your recording will be displayed immediately for you to playback.

You'll find it in Dialpad under Inbox > Recordings or in Salesforce under the Task associated with your call.

Transfer a Call

To transfer a call:

1. Click on Transfer on your active call
2. Enter you desired recipient (Dialpad team member/Salesforce contact/outside #)
3. Select one of the available Transfer options

If the recipient you're transferring to also uses our integration, they'll receive the call right in Salesforce.

Leave a Voicemail

Similarly to a recorded call, when you leave a voicemail you'll see it added as a .mp3 to the Notes section of your Task.

Assign to a Case

To assign a call to a specific Case, make sure you've selected logging calls against Cases in your settings before placing your call.

Once you're on your active call, click on Assign to Case. Here you can either search for an already created Case or create a new one.

When you're done, click on Assign to Case to assign your call.

Assign to an Opportunity

To assign a call to a specific opportunity, you'll need to make sure that you've selected logging calls against Opportunities in your settings before placing a call.

Once you're on an active call, click on Assign to Opportunity. This will allow you to search against all created Opportunities.

Click Assign to Opportunity to assign your call.

Log a Note

Need to jot down a quick note? You'll have the option during your active call and right after its ended. Click Log Note to be pulled into the newly created Task. Please note, if you decide to jot down a note during your call, you won't be able to completely log it until your call has come to an end.

Receive a Call

Receive a call to your Dialpad number and the notification will appear/ring out right in Salesforce.

You'll have the option to:

• Answer
• Screen
• Decline

If you Screen, you can pick up at any time while your caller is leaving a voicemail.

If your caller is already a contact in Salesforce, you'll see a tag beneath their name denoting this. Clicking on Contact will pull up their contact details.

Find a Match

Don't stress over multiple matches - we recognize when more than one contact calls in with the same number, giving you the option to select the right contact for that #.

Switch Devices

Answered on your cell but need to move the call to Salesforce? Here's how:

1. Navigate to your Salesforce Lightning homepage
2. Click on the Phone icon to launch your pop-up
3. Click Move Call to Salesforce

Rate Your Call

Similarly to your desktop or mobile apps, you can rate your call straight from Salesforce.

 

Visit this Help Center article to find answers for frequently asked questions regarding Dialpad for Salesforce Lightning.