Custom objects in Salesforce are created to store information unique to an organization or industry. Calls in Dialpad are logged against custom object records, in addition to standard object records, for easier tracking.
Let's take a look at how to set up this integration.
Enable the Integration in Dialpad
From Dialpad.com, navigate to Admin Settings > Office > Integrations. You'll see a list of integrations available through Dialpad.
Select Salesforce > Options > Configure > Objects. In the object configuration interface, you can enable call logging against custom objects and indicate custom object fields that identify Name, Email, and Phone Number against each custom object type.
Based on these fields, Dialpad will execute a search to identify matches from the connected Salesforce instance.
For each object type that is enabled for call logging, you'll also indicate a custom object field, using the 'Label' selection, that uniquely identifies the records belonging to that custom object type. Information in this field is what Reps see for selecting any specific record to log a call.
Indicate related objects that Reps can use to associate their calls. Both standard and custom objects are supported for logging calls against related objects.
For example, if you wish to associate your calls to Salesforce cases or Salesforce opportunities, here is the place in which you'd need to indicate that.
Log Call Against Salesforce Custom Object Records
Connect a Dialpad contact to custom object records from Salesforce when required.
Dialpad fetches the matching records from Salesforce using the information in 'Name,' 'Phone Number,' and 'Email Address' fields in the object record as indicated by the Dialpad Admin in the object configuration.
Use the Dialpad desktop app's sidebar (left) or Dialpad Everywhere (right) to take call notes and associate the call with multiple related records belonging to standard (cases and opportunities) and custom object types.
Frequently Asked Questions (FAQs)
Is there a specific Dialpad package version needed?
You'll need Dialpad package version 1.605 or above to use the custom object integration.
Sales Manager / Rep: How do I verify if a call has been correctly logged against all the related object records in Salesforce?
Open all the related object records in Salesforce individually and look for recent activity created with the call notes saved in the comments field.
Sales Manager / Rep: Am I unable to log calls taken using the Dialpad CTI for Salesforce to custom object records?
Currently, the CTI available for Salesforce Lightning users allows logging calls to standalone custom object records. The ability to associate calls to multiple related object records that belong to custom object types is not available in the CTI yet.
Sales Manager / Rep: Other than call notes, what else is logged in Salesforce for custom objects and related objects?
Call notes and other items such as voicemails, messages, and call recording links (if turned on) are logged to the newly-created Salesforce activity.
Sales Manager / Rep: Why don't I see the drop-down to relate my call to opportunity records in the sidebar when I am in a call?
The drop-down to select an opportunity record has been removed because opportunities are available in the related objects drop-down with other types of related object records for selection. In fact, you can relate your call to multiple opportunities now.
Salesforce Admin: Why don't I see a new custom object in my object list to turn on call logging?
Make sure you've checked 'Allow Activities' when creating the custom object definition in Salesforce. Only those objects that allow activities to be created can be used for call logging.