Dialpad Ai + Salesforce

Dialpad for Salesforce brings AI-powered workflows, powerful native calling, and real-time AI-powered customer intelligence to Salesforce so your team can focus on driving more sales and improving customer satisfaction.

Let's dig into the detAIls of how your favorite Dialpad AIfeatures integrate with Salesforce.

Supported AIfields

No manual activity tracking — Dialpad does it for you. Amongst other things, AIRecaps and Action Items are logged to your inbound and outbound calls, ensuring important follow-ups are not forgotten and additional meetings are scheduled when needed. The call's AIOutcome and Call Purpose tags are also logged to your calls, making it easy to find specific calls and clients. If you're using AICSAT, or AIPlaybooks, you'll also see the rep's adherence to your AIPlaybook, and the call's AICSAT score.

Let's look at at which AIfeatures are logged to, and supported in Salesforce.

AIField	Field Type	Description
AISummary	Rich Text (132, 072)	The AIRecap of the call, noted in a Rich Text format.
AIAction Items	Rich Text (132, 072)	The Action Items that were detected in the call, as generated in the AIRecap.
AIOutcome	Text	The AI-detected outcome of the call. Accessible in the AIRecap object.
AICall Purpose	Text	The AI-detected Call Purpose category assigned to the call. Accessible in the AIRecap object.
AIPlaybook Adherence	Percentage	Numeric value that describes the rep's adherence to the AIPlaybook.
AIPlaybook Name	Text	Name of the AIPlaybook that was used.
AIPlaybook DetAIls	Text	Topics in the AIPlaybook. A green checkmark differentiates which topics were used.
AICSAT	Number (1-5)	The AI-generated CSAT score.

Add Dialpad AIFields to Salesforce Tasks

To add Dialpad AIFields to your Salesforce Tasks, head to Salesforce Lightning:

Select Tasks
Select a task contAIning a Dialpad call
Select Setup
Select Edit Page
Enter Dialpad AIin the Component Search
In the Custom - Managed section, select Dialpad AI
Drag and drop Dialpad AI into the Task
Select Save

Note

AISummaries and Action Items will not initially appear in your Tasks as their format (Rich Text) is not a traditionally supported Task field. They'll only appear in Tasks once the Dialpad AIsection has been added in the Lightning Editor.

Call Tasks are created and stored in Salesforce, not Dialpad. As Dialpad does not keep these records, we cannot backfill previous calls.

Your existing task fields can be mapped to AICall Purpose, AICSAT, AIOutcome, and AIPlaybook adherence.
For more information on field mapping, be sure to review this Help Center article.

Add Dialpad AIFields to Salesforce Objects

If you're brand new to the Dialpad for Salesforce integration, there are no configuration steps required to use the Dialpad AIFields in your Salesforce Objects.

However, if you started using the Dialpad for Salesforce integration before March 15, 2024, you will need to add the Dialpad AIFields to Salesforce.

To add the AIFields, head to Salesforce Lightning:

Select Setup
Select Object Manager
Search Call log
Select Dialpad Call Log
Select Page Layout
Select Call Log Layout
Select Add New Section
Name the section Dialpad AI
Search AI
Drag and drop the Dialpad AIfields into the new Dialpad AIsection
Select Save

After saving the section, you'll be taken back to the Page Layout overview and will now see the Dialpad AIsection listed.

Select Save one more time to confirm.

Questions?

Check out our Help Center articles on field mapping and custom objects.

Frequently asked questions

Why don't I see the Dialpad Custom Object?

If you don't see the Dialpad Custom Object, please reach out to Customer Support to have them enable it for you.

Are Quality Calls mapped to Salesforce?

Yes! If Dialpad AIclassifies a call as a Quality Call, you'll see a checkmark in the Quality Call field.