Use Dialpad for Salesforce Lightning

Dialpad for Salesforce enables companies to break down silos and seamlessly connect—with sales and service calls that live natively inside Salesforce to deliver more engaging experiences and improve agent productivity using Dialpad's robust features. 

Let's take a look at the integration process for Salesforce Users on the Lightning platform. 

Who can use this

Dialpad integration with Salesforce Lightning is available to Dialpad Sell, Dialpad Support and Dialpad Connect users.

Enable open CTI for your app

Before you can enable the integration, you'll need to select the Lightning app you want to enable with Dialpad.  

Here's how:

1. Navigate to the App Manager

2. Select each Lighting app you want to enable with Dialpad

3. Select Edit

   

4. Select Utility Items (Desktop Only)

5. Select Add Utility Item 

   

6. Search for Open CTI Softphone

   

7. Rename the Open CTI Softphone as Dialpad

8. Select Save and Done to complete

   

Make sure that the app is assigned to the user profiles of the users you want to enable, then select Save.

Enable Lightning

Once the package has been installed, you can enable the Lightning integration for individual users. 

From the Set Up menu:

1. Select Set Up Home

2. Navigate to Administration 

3. Select Users 

4. Check the individual users you need to enable, then select Edit
   

5. Navigate to Call Center, then select the magnifying glass

6. Select Dialpad Lightning

7. Select Save to save your changes and finalize enablement

Uninstall Lightning

To uninstall the Salesforce Lightning integration:

1. Navigate to Apps

2. Select Installed Packages

3. Next to Dialpad for Salesforce, select Uninstall

4. On the uninstall screen, select Do Not Save a Copy...

5. Select Uninstall

Switch Salesforce instances

Easily switch between your company's multiple Salesforce instances. 

To change the connected instance, go to your Dialpad Admin Settings.

1. Open the Salesforce integration settings at the company level or office level.

2. Select Change Salesforce instance
    

   

3. Choose the environment

   • Production

   • Sandbox

   

    

4. Select one of the previously connected Salesforce instances, or select Connect new instance

After you sign in, the new instance is automatically added and selected.

Notes

If you choose Connect new instance, Dialpad redirects you to the appropriate Salesforce login page based on the environment you selected.

Dialpad does not automatically fetch a complete list of Salesforce instances. If the instance you want isn't listed, select Connect new instance, then sign in to add it.