Why aren't my calls logging to Salesforce?

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. 

Salesforce_-_Multiple_Matches.png

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. 

For phone numbers, we find matches in the following fields:

Accounts: Phone

Contacts: Phone, Mobile Phone, Home Phone, or Other Phone

Leads: Phone or Mobile Phone

What type of number formats can I use in Dialpad to log calls?

We currently support the following number formats:

(844) 979-4824

844-979-4824

+18449794824

One of these formats must be in the Account, Contact, or Lead phone field in Salesforce. 

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