As a Dialpad Company/Office Admin, you can choose to log calls between the agents & their respective contacts to the connected Salesforce instance. For this to work successfully, Dialpad should be able to correctly identify the matching record in Salesforce corresponding to the contact under consideration.
By default, Dialpad, attempts to find matching records in Salesforce using the contact’s name, phone number & email address. However, if there is still a possibility of Dialpad identifying multiple records as possible matches, then calls may still fail to log to Salesforce.
Automatic Contact Matching
As an Admin, you can set an order of preference to make it easier for Dialpad to resolve matches when there are multiple matching records in Salesforce. The salesforce object type that is set with the highest preference will be used to auto-identify the correct matching record & log the calls.
You can choose to resolve for Person accounts which means Dialpad will automatically disregard the duplicate contact record that comes with every person's account record for auto-matching.
You can also choose whether Dialpad should log all calls to Salesforce without caring about an exact matching record in Salesforce or behave otherwise. If you have checked the option “Log call only when exact match is identified in Salesforce”, then Dialpad will log only those calls where a matching record has been identified in Salesforce for the contact.
If the option is unchecked, then all calls will be logged to Salesforce regardless. For calls that don't have a matching record in Salesforce for the contact, the corresponding call activity in Salesforce will not have any value in the attribute “Name”.
Manual Contact Matching
Dialpad also supports Manual Search in Salesforce.
Logging Calls Retroactively
Sometimes calls fail to log to Salesforce because there were no (or multiple) matching records found for the Dialpad contact. Worry not, any agent calls that failed to log into Salesforce can be retroactively matched to maintain an accurate history in the CRM system.
There is no extra setup needed to be able to match and log unlogged calls retroactively in Salesforce.
In your Dialpad App, navigate to the "Unlogged" tab in your call center or personal inbox.
- Select the call you'd like to log
- Select Connect
- Choose the desired contact
- Select Connect and Log