Dialpad for Salesforce logs AI-powered call insights, including summaries, action items, outcomes, purposes, playbook adherence, and CSAT. Configure AI fields in Salesforce Tasks or Call Log objects through Lightning settings, with support for field mapping and Quality Call indicators.
Dialpad for Salesforce brings AI-powered workflows, powerful native calling, and real-time AI-powered customer intelligence to Salesforce so your team can focus on driving more sales and improving customer satisfaction.
Let's dig into the details of how your favorite Dialpad AI features integrate with Salesforce.
Supported AI fields
No manual activity tracking — Dialpad automatically logs key AI insights to your inbound and outbound calls in Salesforce.
This includes AI Recaps, Action Items, AI Outcomes, and Call Purpose, making it easier to keep track of conversations and follow-ups.
If you're using AI CSAT or AI Playbooks, you'll also see the call's AI CSAT score and the agent's adherence to your AI Playbook.
The Quality Call field in Salesforce also displays a checkmark when a call is identified as a Quality Call or a Validated Call, helping you track quality conversations in one place.
Let's look at at which AI features are logged to, and supported in Salesforce.
AI Field |
Field Type |
Description |
|---|---|---|
AI Summary |
Rich Text (132, 072) |
The AI Recap of the call, noted in a Rich Text format. |
AI Action Items |
Rich Text (132, 072) |
The Action Items that were detected in the call, as generated in the AI Recap. |
AI Outcome |
Text |
The AI-detected outcome of the call. |
AI Call Purpose |
Text |
The AI-detected Call Purpose category assigned to the call. |
AI Playbook Adherence |
Percentage |
Numeric value that describes the rep's adherence to the AI Playbook. |
AI Playbook Name |
Text |
Name of the AI Playbook that was used. |
AI Playbook Details |
Text |
Topics in the AI Playbook. A green checkmark differentiates which topics were used. |
AI CSAT |
Number (1-5) |
Add Dialpad AI Fields to Salesforce Tasks
To add Dialpad AI Fields to your Salesforce Tasks, head to Salesforce Lightning:
Select Tasks
Select a task containing a Dialpad call
Select Setup
-
Select Edit Page
Enter Dialpad AI in the Component Search
In the Custom - Managed section, select Dialpad AI
Drag and drop Dialpad AI into the Task
-
Select Save
Notes
AI Summaries and Action Items will not initially appear in your Tasks as their format (Rich Text) is not a traditionally supported Task field. They'll only appear in Tasks once the Dialpad AI section has been added in the Lightning Editor.
Call Tasks are created and stored in Salesforce, not Dialpad. As Dialpad does not keep these records, we cannot backfill previous calls.
Your existing task fields can be mapped to AI Call Purpose, AI CSAT, AI Outcome, and AI Playbook adherence.
For more information on field mapping, be sure to review this Help Center article.
Add Dialpad AI Fields to Salesforce Objects
If you're brand new to the Dialpad for Salesforce integration, there are no configuration steps required to use the Dialpad AI Fields in your Salesforce Objects.
However, if you started using the Dialpad for Salesforce integration before March 15, 2024, you will need to add the Dialpad AI Fields to Salesforce.
To add the AI Fields, head to Salesforce Lightning:
-
Select Setup
Select Object Manager
Search Call log
-
Select Dialpad Call Log
Select Page Layout
Select Call Log Layout
Select Add New Section
Name the section Dialpad AI
Search AI
Drag and drop the Dialpad AI fields into the new Dialpad AI section
-
Select Save
After saving the section, you'll be taken back to the Page Layout overview and will now see the Dialpad AI section listed.
Select Save one more time to confirm.
Questions?
Check out our Help Center articles on field mapping and custom objects.
Frequently asked questions
Why don't I see the Dialpad Custom Object?
If you don't see the Dialpad Custom Object, please reach out to Customer Support to have them enable it for you.
Are Quality Calls mapped to Salesforce?
Yes! Dialpad maps Quality Calls to Salesforce through the Quality Call field in the Dialpad Call Log.
A checkmark appears when a call is identified as a Quality Call or a Validated Call, making it easier to track quality conversations in Salesforce.