Use Dialpad for Salesforce Lightning

Connect Your Dialpad Account

Salesforce Lightning integration is currently available for Pro and Enterprise accounts.

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

  1. Log into Salesforce Lightning
  2. Click on the App Launcher>Dialpad
  3. Click on the Phone icon at the bottom of your screen
  4. Click Connect Dialpad to Salesforce 

Dialpad Settings

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

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Dialpad Tip: The DND status set in Salesforce will apply to your Dialpad apps as well. 

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: either against Cases or Opportunities.

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. 

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

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

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 

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Record a Call

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

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

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

Dialpad Tip: If your Dialpad Administrator enabled automatic recording on your personal or shared lines (Main Line, Department, Call Queues), these recordings will be accessible in Dialpad rather than the associated Contact/Lead in Salesforce.

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.

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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.

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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. 

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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.

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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.

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Receive a Call

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

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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 #. 

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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

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Rate Your Call

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

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Have more questions? Check out our FAQ.