Use Dialpad for Salesforce CTI

Margaret Beinarovics

Updated August 27, 2026 02:23

You can make and receive calls, send and receive messages, and more by using Salesforce CTI directly on your Salesforce Lightning.

Let’s dive into the details.

Who can use this

This feature is available to Dialpad Sell, Dialpad Support, and eligible Dialpad Connect users. Refer to our Pricing Page to see if you have access to this feature.

Users must have the latest managed package from the Salesforce AppExchange installed in their Salesforce instance.

Log in to the Salesforce CTI

To start using Salesforce CTI, open the CTI and log in to Dialpad.

If you don’t see this option, check with your Salesforce Admin to make sure the integration has been enabled.

To log in from the CTI:

Navigate to Dialpad in Salesforce Lightning
Select Login

Screenshot of the Dialpad CTI widget in Salesforce Lightning on the left, featuring an orange box highlighting 'Dialpad' in the utility bar and the purple 'Login' button, alongside the Dialpad sign-in page on the right.

You'll be redirected to a web browser page to enter your credentials, and then you'll be directed back to the Salesforce CTI.

CTI Settings

Access your CTI settings by selecting the drop-down icon beside your avatar to launch the CTI’s settings.
Screenshot of the Dialpad CTI widget panel showing an orange arrow pointing to a circle highlighting the drop-down arrow next to the user avatar, alongside two panels displaying the expanded CTI settings menu options.

Screenshot of the Dialpad admin panel on the Configure Salesforce page, featuring orange boxes highlighting the gear icon and 'Integrations' tab on the left menu, and the expanded 'Salesforce CTI Settings' section on the right.

Hardware Settings

To access the Hardware Settings from the CTI, select the Headset icon. Here, you can choose which microphone and speaker/headset to use.
Screenshot of the Dialpad CTI widget showing an orange arrow pointing to a circle highlighting the headset icon, with the Hardware Settings popup displayed below showing drop-down menus for Microphone and Speaker/Headset selection.

You can also select Test Call Audio to test your microphone, speaker/headset, and network to ensure all work properly.

Note

To make and receive calls, you’ll need to give Google Chrome permission to access the microphone.

View & search contacts

Search and view your contacts right from the CTI in Salesforce.

View contacts

You can access your Recent and Favorite contacts through the CTI

Recent: Show contacts you’ve recently called or messaged.
Favorites: Show contacts you've marked as favorites.

Search contacts

Search contacts from the Salesforce CTI by selecting the Search icon (that's the magnifying glass) and entering a name or number.
Screenshot of the Dialpad CTI widget displaying an orange arrow pointing to a circle highlighting the magnifying glass search icon on the left, alongside the search panel on the right with an orange box highlighting the 'Type name or number...' text input field.

Dialpad searches across personal contacts, Directory, Department, and Contact Center contacts.

Salesforce CTI calling

Easily make and receive calls without leaving Salesforce.

Receive a call

Receive a call on the Salesforce CTI by selecting Answer.

Screenshot of the Dialpad CTI widget displaying an incoming call notification, with an orange box highlighting call control options for 'ANSWER', 'SCREEN', and 'DECLINE'.

Select Screen to answer the call at any time while the caller is leaving a voicemail.
Select Decline to reject the call.

If the caller is already a contact in Salesforce, you’ll see a tag beneath their name denoting this.

Select View record in Salesforce during an active call to view contact information.

Make a call

To call from the Salesforce CTI, select Make a Call and type the name or number of who you’d like to call.
Screenshot of the Dialpad CTI widget in Salesforce showing the purple 'MAKE A CALL' button highlighted in an orange box on the left, alongside the dial pad interface on the right with an orange box highlighting the 'Type a name or number' input field.

Once the call connects, you’ll see call controls including record, mute, hold, transfer, and hang up.
Screenshot of an active call in the Dialpad CTI widget displaying lower control bar icons for call features like mute, hold, transfer, record, and end call.

You’re also able to click-to-call in Salesforce Lightning or search and contact, and then make a call.

Note

When you see Enable Calling, it means you have more than one Salesforce Lightning tab open. Click it to make or receive calls on your current tab.

Switching tabs? No problem! Just click Enable Calling again to make sure your calls work on the tab you’re using.

Adjust caller ID

Choose another Contact Center caller ID when making a call from the Salesforce CTI

Select the Make a Call
Select the drop-down under New Call From
Select a Contact Center
Navigate to Your caller ID displays as
Select your preferred caller ID from the drop-down

Record a call

Record an active call in the Salesforce CTI by selecting the Record button to start recording and pressing the button again to stop recording.

Screenshot of an active call in the Dialpad CTI widget with the call control bar highlighted, showing the circular record button located in the center next to the Admin label.

Looking for the recording?

You can find your call recordings in the Dialpad app under Inbox > Recordings.

Salesforce also stores call recording under the Task associated with the call.

If your Admin has enabled automatic recordings for Shared Lines, the recording link will appear in both Salesforce and Dialpad.

Transfer a call

Transfer an active call to another agent from the Salesforce CTI.

Select Transfer
Search for a contact by manually typing a number or selecting one of your most frequent contacts.

Tip

You can also include external contacts.
Select Transfer Now or Ask First

If the next agent also uses the Salesforce CTI, they’ll receive the call within Salesforce Lightning.

Call waiting

Take an incoming call while you're on an active CTI call.

Screenshot of an incoming call notification during an active call in the Dialpad CTI widget, displaying options to 'ANSWER' (Hold current call), 'MERGE' (Merge current call), or 'DECLINE'.

Select Answer to place the current call on hold
- Select Merge to combine the incoming call with the current call
Select View all to view live calls

Screenshot of the Dialpad CTI widget displaying an active call with a top banner showing '2 LIVE CALLS' and a 'VIEW ALL' button on the left panel, alongside the 'Live Calls' panel on the right listing the active and held calls.

To move between calls, choose the call and press the pause button to take it off hold.

Log a note

Need to write a quick note? You can do this during an active call and right after it ends.

To log a note:

Navigate to Notes
Enter the note details
Select Log to be pulled into the newly-created Task

Note

If you log a note during an active call, you won’t be able to completely log it until the call ends.

Match Salesforce record

Don’t stress over multiple contact matches — Dialpad recognizes when more than one contact calls in with the same number and gives you the option to select the right contact for that number.

Screenshot of the Dialpad CTI panel showing suggested contact matches, with orange boxes highlighting a selected contact record and the 'Connect' button at the bottom.

Choose a contact, then select Connect.

Rematch the Salesforce record

Was the Salesforce record incorrectly matched?

Select Rematch record during a call to change the associated Salesforce contact or lead.
Screenshot of the Dialpad CTI panel during a call, showing an orange arrow pointing to the three-dot options menu next to an orange box highlighting the 'Rematch record' option.

Create new Account, Contacts & Leads

If no matching records are found for calls with unknown callers, you can create an Account, Contact, or Lead.

Select Create new record
- Select Create Account
- Select Create Contact
- Select Create Lead

Screenshot of the Dialpad CTI panel displaying options for an unknown caller, featuring orange boxes highlighting the 'Create new record' link on the left screen and the expanded menu with options to 'Create Account', 'Create Contact', or 'Create Lead' on the right screen.

New objects are then created in Salesforce to log the call.

Call logging

Call logging in Salesforce CTI helps you stay organized for easier follow-up and tracking.

Assign to Case, Opportunities, & Custom Objects

Use the Relate To drop-down menu to select the case, opportunity, or any custom objects you want to associate the call with.

Screenshot of the Dialpad CTI 'Log Call' panel with an orange box highlighting the 'Related to' drop-down menu for associating a call with Salesforce objects.

Log calls to Case

To log a call to a case, navigate to the Relate to drop-down menu and select the Case you want to associate the call with.

Screenshot of the Dialpad CTI call logging interface with orange boxes highlighting the expanded 'Case' selection list within the 'Relate to' drop-down and the purple 'Log' button.

Log calls to Opportunities

To log a call to an Opportunity, navigate to the Relate to drop-down menu and select the Opportunity you want to associate the call with.
Screenshot of the Dialpad CTI call logging interface with orange boxes highlighting the expanded 'Opportunity' selection section and the purple 'Log' button.

Log calls to Custom Object

To log a call to a Custom Object, navigate to Relate to drop-down and select a Custom Object you want to associate the call to.

The CTI allows you to associate your calls with any related objects. You’ll see a drop-down menu in the CTI to choose the related object as you log the call.

Screenshot of the Dialpad CTI widget displaying three steps for relating calls to objects, featuring orange boxes highlighting the 'Select object type' field, the object selection drop-down menu, and the filtered object results list.

It includes standard objects (cases and opportunities) as well as custom objects.

Note

Select Browse All to choose the object type from the drop-down, and then search and filter related objects to find exactly what you need.

Skipping call logging

If your admin hasn't made call logging mandatory, you'll see a Skip Logging button on the post-call screen. Clicking it submits your call to Salesforce as a task right away, without requiring a Subject or Notes.

Note: You can't cancel logging entirely or return to your contact list from this screen — you'll always need to submit (skipped or not) before moving on.

Switch devices

Answered a call on another device first? You can move the call to Salesforce CTI.

To move the call to the Salesforce CTI, Select Switch Call to this Device on the call bar.

Screenshot of the Dialpad CTI widget with a blue 'Switch call to this device' button displayed above the lower call controls bar.

Send a message

Send a message from the Salesforce CTI, use the drop-down beside the Make a Call and select Send a Message.

Screenshot of sending a message in the Dialpad CTI widget across three steps, with orange boxes highlighting the drop-down arrow next to 'MAKE A CALL', the 'SEND A MESSAGE' menu option, and the recipient search field on the 'New Message' screen.

Contact Center availability status

Change your Contact Center status to Available or Off Duty from the Salesforce CTI.

Select the drop-down under Contact Centers
Select a status to apply to all Contact Centers that you’re assigned to
- Select Manage to apply the status for specific Contact Centers and Departments

Do Not Disturb	Send all calls to voicemail.
Send Feedback	Give product feedback to Dialpad.
App Settings	Manage settings specifically for the CTI. You can control these settings as a Company/Office Admin from the integration settings pages.
Account Settings	Manage settings specifically for Dialpad across all devices.
Analytics	Access the Analytics menu in Dialpad.
What's New	Access new Dialpad features and updates.
Help	Access to the Dialpad Help Center.
Report an Issue	Report an existing issue.
Save App Logs	Logs activities and events that take place within the app.