Additionally, reps can also branch their cadences based on dispositions logged through Dialpad. Keep in mind, however, that it's only available to Ai Sales and Ai Contact Center customers.
Let's take a look at Salesforce High Velocity Sales and Dialpad.
Who can use this feature?
Dialpad's integration with Salesforce High Velocity Sales is available to Ai Sales and Ai Contact Center customers on the Pro and Enterprise plans with access to Salesforce High Velocity.
If you do not have Salesforce High Velocity Sales access, please reach out to your Salesforce account manager to enable this. Salesforce Admins will need to install the Dialpad package and add it to High Velocity Sales.
Setting up Cadences
Please reference this Salesforce Help Article on how to set up cadences.
Branching on Call Dispositions
In Salesforce Setup, navigate to High Velocity Sales.
Enable Define Call Outcomes for Branching and map the Call Disposition values saved in Dialpad to relevant Call Outcomes in Salesforce and hit Save.
Once branching is enabled, choose ‘Rule’ to perform branching based on the Call Outcome as shown below:
Now you can Log a disposition through Dialpad for branching to take place based on the call outcome.
Frequently Asked Questions (FAQs)
Do I need a special license to use this integration?
This integration is available to all Ai Sales and Contact Center customers on the Pro and Enterprise plans. Please note that High Velocity Sales might require an additional license fee. Please reach out to your Salesforce Account Manager for details on pricing.
Can I use this integration with the Dialpad Desktop App or Web App?
No, this integration works only inside Salesforce High Velocity Sales with the Lightning dialer.
Can I power dial through the call steps in a cadence?
The integration currently supports only click to dial. Powerdial mode is not supported.
Why didn't my call step get marked as complete?
We transition the cadence into the next step only after the task is logged. Please ensure that the task is logged prior to navigating away.