Dialpad’s Salesforce integration matches contacts and logs calls as Salesforce Tasks, Dialpad Call Log Objects, or both. Admins can configure matching, syncing, mandatory logging, fallback assignments, and manual or retroactive matching for unlogged calls.
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.
Dialpad automatically matches Salesforce records using phone numbers or email addresses. If you want to find a contact by name, you can search for their Salesforce record and link it manually.
This applies to calls, SMS, and missed-call lead creation.
To configure Automatic Contact Matching, go to your Dialpad Admin Settings
Navigate to My Company
Select Integrations
Select Options beside Salesforce
Select Manage Settings
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
If there is 1 account, and 3 contacts, it will auto-match to the account
If there are 2 accounts and 3 contacts, there will be no auto-match as there is ambiguity because of multiple accounts
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
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
When Auto-match with Dialpad Contact is turned off, Dialpad won't automatically link a Salesforce record, even if it finds only one match.
Instead, you'll need to review and confirm the suggested record before it's linked.
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.
Note
When a call is linked to multiple Salesforce records, Dialpad can either save the same subject and notes across all records or let agents add separate notes for each record.
To allow separate notes, disable Combine notes if multiple records are selected.
When this setting is enabled, Dialpad uses the same subject and notes for all selected records.
To learn how to manage this setting, visit this Help Center article.
Manual contact matching
Dialpad also supports Manual Contact Matching in Salesforce.
To configure Manual Contact Matching, go to your Dialpad Admin Portal.
Navigate to My Company
Select Integrations
Select Options beside Salesforce
Select Manage Settings
Navigate to Activity logging and linking
Check the box beside Manual-Match with Dialpad Contact
When Confirm matched record while logging calls is enabled, Dialpad will ask the user to confirm that the call is logged against the correct Salesforce entity (Lead, Contact, Account, Case).
You can dismiss the suggestion if it isn’t the right record.
If multiple matches are found, Agents will need to select the correct match from the list of potential matches.
Log calls as activities when they start ringing
Admins can choose to create a Salesforce activity as soon as an inbound call starts ringing, instead of waiting for the call to connect.
When enabled, Dialpad creates an activity while the call is ringing and updates the same activity when the call ends. Canceled inbound calls are also logged.
Note
This setting is turned off by default and doesn't apply to outbound calls.
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.
Go to the Unlogged section of your inbox
Find the call you'd like to log
Select Connect
Choose the desired contact, or select Create new record to create a new record
Select Connect