Matching Dialpad Contacts & Logging Calls to Salesforce

Dialpad's Salesforce integration lets you log calls between agents & their contacts to the company's connected Salesforce instance.

Let's take a look at how this works.

Who can use this

Users on eligible Dialpad Sell, Dialpad Support, and Dialpad Connect plans can use this integration. Refer to our Pricing Page to see if you have access to this feature. If you have questions about your plan, reach out to your Customer Success Manager or Dialpad Customer Care.

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

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.

By default, Dialpad attempts to find matching records in Salesforce by using the contact’s name, phone number & email address.

To configure Automatic Contact Matching, head to your Dialpad Admin Settings

1. Navigate to My Company

2. Select Integrations

3. Select Options beside Salesforce

4. Select Manage Settings

5. Select Auto-match with Dialpad Contact

Note

Auto-matching only works if there is a single match of the object type at the top of the order:

For example, based on the auto-match order defined in the visual above

1. If there is 1 account, and 3 contacts, it will auto-match to the account

2. If there are 2 accounts and 3 contacts, there will be no auto-match as there is ambiguity because of multiple accounts

3. If there are 2 accounts and 1 contact, there will be no auto-match as there is ambiguity because of multiple accounts, and the account is higher in the preference order

4. If there are 0 accounts and 1 contact, it will auto-match to contact, as it is the next auto-match preference in the order

Contact syncing

Make sure Dialpad stays in sync with your Salesforce contacts by turning on automatic updates for contact names and company info.

Resolve Person Accounts

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.

Log Calls as Activities

You can also choose whether Dialpad should log all calls to Salesforce without requiring an exact matching record in Salesforce. If you check the option Log call only when exact match is identified in Salesforce, Dialpad will only log 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. 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.

You can also choose to make call logging mandatory, so that your agents must always provide a subject and note(s) before they can make another call.

Tip

Use the Log call activity as setting to choose how you want your call activity to be logged in Salesforce. By using the Dialpad Call Object, you’ll be able to take advantage of Dialpad’s incredible AI features.

You can choose to:

• 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 ad Salesforce Task: Every call with be logged with both a Salesforce Task and Dialpad Call Log object.

Learn more about our supported AI fields and the Dialpad Custom Object.

If Dialpad can’t assign a logged call to the correct Salesforce user, admins can assign that activity to a default Salesforce user or queue instead of leaving it orphaned.

This helps prevent orphaned call activities and keeps shared-line interactions assigned in Salesforce for reporting and follow-up.

If you use missed-call logging for a department, contact center, or office main line, make sure you choose the fallback Salesforce user or queue during setup.

Manual contact matching

Dialpad also supports Manual Contact Matching in Salesforce.

To configure Manual Contact Matching, go to your Dialpad Admin Portal.

1. Navigate to My Company

2. Select Integrations

3. Select Options beside Salesforce

4. Select Manage Settings
   

5. Navigate to Activity logging and linking

6. Check the box beside Manual-Match with Dialpad Contact
   

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

If multiple matches are found, Agents will need to select the correct match from the list of potential matches.

Logging calls retroactively

Sometimes calls fail to log to Salesforce because there were no (or multiple) matching records found for the Dialpad contact. Unlogged calls can be retroactively matched to maintain an accurate history in the CRM system.

To retroactively log a call to a Salesforce record:

and select Connect beside the record you want to connect.

1. Go to the Unlogged section of your inbox

2. Find the call you'd like to log

3. Select Connect
   

4. Choose the desired contact, or select Create new record to create a new record

5. Select Connect