Configure Salesforce in Dialpad

Configure Salesforce in Dialpad by setting company-wide presets that centralize call logging, activities, and records. This reduces manual effort, improves data accuracy, and ensures consistent, efficient workflows with customer insights seamlessly connected between Dialpad and Salesforce.

Let’s dive into the details.

Who can use this

Company and Office Admins can configure contact-matching and call-logging settings.

Enable Salesforce integration

First things first, your Company Admin must enable the Salesforce integration.

To enable Salesforce in Dialpad, go to your Dialpad Admin Settings.

1. Select My Company > Integrations

2. Navigate to Salesforce and select Options > Manage Settings

   

3. Go to Enablement details, then check Enable this feature

4. Select Save changes

   

    

Tip

Select Lock settings for all offices to ensure that each office follows your Company's preferred configurations.

Check the admin connection

Before you configure Salesforce settings in Dialpad, make sure the Salesforce Admin is connected to Salesforce from the Dialpad app.

If the admin is not connected, Dialpad prompts them to connect before they can continue.

Note

This only checks the admin's personal Salesforce connection. It does not mean the entire company or office is disconnected.

A valid admin connection is required because Dialpad uses it to load Salesforce settings in real time, including custom objects, Omni-Channel status, and Powerdialer numbers.

Preview the connected Salesforce instance

After the admin is connected, Dialpad displays a summary of the Salesforce instance currently connected to the company or office.

Here, admins can review these details:

• the connected Salesforce instance

• the installed Dialpad package version

• whether the package needs to be upgraded

If the package version is out of date, follow the upgrade prompt before continuing with configuration.

Change the connected Salesforce instance

Admins can change the Salesforce instance connected to a company or office directly from Dialpad.

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

Note

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

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

Note

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.

How environment selection works

When switching instances, admins can move between production and sandbox environments.

Dialpad only shows Salesforce instances that were previously connected for that selected environment.

If the instance you need is not in the list, select Connect new instance, then sign in to that Salesforce instance.

What happens after the instance is changed

After a new Salesforce instance is selected, all users in that company or office are redirected to the configured instance when they use the integration.

If users are already connected to a different Salesforce instance, they may need to reconnect.

If an agent connects to a Salesforce instance that does not match the office-level configuration, a warning is displayed and you’re prompted to reconnect.

When the agent selects Reconnect, they’re redirected to the configured Salesforce instance to authenticate again.

Activity logging and linking

Activity logging and linking to Salesforce allow Dialpad to automatically record calls, messages and other interactions tied to the right leads, contacts, or accounts.

Automatic contact matching

Dialpad automatically matches Salesforce records using a contact’s name, phone number, and email. If more than one match is found, the record type you set as the priority will be used to log calls.

Manual contact matching

Manual Contact Matching lets you confirm the correct Salesforce record for each call, or choose from a list if there are multiple matches.

When Manual Match is enabled, Dialpad always asks the user to confirm that the call is logged against the correct Salesforce entity (Lead, Contact, Account, Case).

If multiple matches are found, agents must select the correct one from the list of potential matches.

Resolve person accounts

When you enable Resolve Person Accounts, Dialpad automatically ignores the duplicate contact that’s included with every person’s account record. This keeps auto-matching accurate and tidy.

Log calls as activities

Enable Log calls as activities to control how Dialpad call data is captured in Salesforce. You can attach recordings, auto-log transferred calls, require exact record matches, or make logging mandatory with notes. It also allows rules for missed calls, like creating new leads or logging voicemails to users or queues.

For activity logging, you can choose between:

• Log call activity as a Salesforce Task: Every call will be logged as a Salesforce task. However, Dialpad won’t be able to populate AI-generated Action Items and Summaries since long text format is not available on the Salesforce Task.

• Log call activity as a Dialpad Call Log Object: Every call will be logged with our custom object that is rich with data, including the information generated by Dialpad AI. You can find all the available fields here.

• Log call activity as both a Dialpad Call Log Object and Salesforce Task: Every call will be logged with both a Salesforce Task and Dialpad Call Log object.

Log SMS messages as activities

Enable Log SMS messages as activities to give you control over how SMS communications are captured in Salesforce. Admins can enable logging for specific users, automatically record external SMS between agents and customers or prospects, and keep all calls and messages accessible from one central platform.

Auto-update contact

When Always update Dialpad Contact name with Salesforce object name is enabled, the Dialpad contact name will always be updated to match the Salesforce object name associated with the call. This setting takes priority over other auto-match options and can only be disabled by unchecking the box.

Sync company contact with Salesforce

When Update Dialpad Contact Company with Salesforce Account Name is enabled, your Dialpad contacts will sync with Salesforce. The contact’s company will automatically update with the Salesforce account name if one is available. For leads, the company field value in Salesforce will be used instead.

Create new record

When Allow agents to create new records is enabled, agents can create new records in Salesforce directly from Dialpad. This helps ensure that new contacts, leads, or accounts are captured during calls or messages, keeping your Salesforce data up to date.

Support formula fields while searching and matching records

Dialpad can use formula fields in Salesforce to help find more accurate matches, but enabling this may reduce search speed.

Salesforce CTI Settings

Salesforce CTI settings let you control how Dialpad integrates with Salesforce Lightning, enabling you to call, message, and manage conversations in one place, helping your team save time and keep every interaction organized.

Click action for phone numbers

Enable When phone number is clicked to control what happens when you select a phone number in Salesforce Lightning.

You can choose from the following options:

• Display option to call or message: Prompts you to select whether you’d like to place a call or send a message.

• Make a call: Automatically starts a call to the selected number.

• Send a message: Automatically opens a new message to the selected number.

Navigate to task

Enable Navigate Salesforce to the task after a call is logged to automatically take you to the newly created task once a call is logged. This makes it easy to review, edit, or add details to the task right away, ensuring call records stay accurate and complete.

Pop-up alerts for call

Enable Receive pop-up notifications for new calls to see a pop-up notification in Salesforce whenever a new call comes in. This ensures you never miss an incoming call and can quickly answer or take action right from the notification.

Log calls to specific object

Use the Log calls to setting to control how calls are logged in Salesforce. From the drop-down menu, you can choose to log calls to a single object type, such as a Case, Opportunity, or any custom object.

Open related records

Enable Select the following related records when opened in background to allow your agents to choose which related Salesforce records (such as Cases, Opportunities, or custom objects) should automatically open in the background when a call is logged. This makes it easier to access supporting records without interrupting your workflow.

Auto-select records

Enable Automatically select the record if only one record is found to let Salesforce automatically select the record if only one match is found. In case of multiple records, the most recently used record will be selected.

Custom and Standard objects

In Custom and Standard objects, you can map and link objects so users can log calls and associate activities with the correct records. This includes standard objects (like Leads, Contacts, Accounts, and Opportunities) as well as custom objects your organization creates to capture unique business needs.

Note

Objects require a label to be present to show in the Related To dropdown menu and Browse all Records sections.

Salesforce Omnichannel

Map Salesforce Omnichannel status to Dialpad status so your agents stay synced across platforms. In Salesforce, Omnichannel is a feature that routes work items (like cases, chats, or leads) to the right agents based on their availability and capacity.

Note

This setup flow sets up queue-based routing for Omnichannel, not skills-based routing. You must set up skills-based routing manually.

Powerdialer

With Salesforce Powerdialer, agents can auto-call through Salesforce dial lists without opening each record. Managers can create these lists, and autodial follows the preferred phone field order, dialing the first available number.