Dialpad for Salesforce Classic FAQs

Salesforce and Dialpad are both complex products, with endless capabilities to streamline your workflows. Let's go over some common questions regarding the Dialpad for Salesforce Classic integration. 

We have Classic on Sandbox—does this integration work with that?

Yes, you're able to connect Dialpad accounts to a Salesforce sandbox instance.

Can I connect multiple Salesforce instances to my Dialpad account?

Yes, each office can connect to a different Salesforce instance. However, all users within the same office must use the same Salesforce instance.

Can we log calls placed from a Shared Line (Department, Main Line, or Contact Center)?

No, not at this time. Currently, users will need to place outbound calls from their direct user lines in order to have the call logged to the Salesforce Lead/Opportunity.

Can I use this integration with a custom app?

Third-party and custom apps are not supported for Dialpad for Salesforce Classic. However, depending on the application, it may still be possible to use the Dialpad app on the utility toolbar using our setup steps.

Unfortunately, our support team can't help troubleshoot third-party or custom applications.

How do I create a report in Salesforce to see my team's call logs?

To create a report in Salesforce that show's your team's Dialpad call logs,  select Dialpad Call Logs as your report type.

For more information on field mapping and our available fields, be sure to read this Help Center article. 

Our organization has Salesforce Classic and Lightning users. Is it possible to enable both integrations?

Yes, your organization can install both Dialpad for Salesforce Lightning and Dialpad Salesforce Classic integrations. 

However, users can only be enabled for one integration at a time, they can not use both at the user level.

Which Salesforce editions are compatible with this integration?

Enterprise and Unlimited, as well as editions that have API access.

Additionally, automatic call logging is subject to your instance's API call limits. As a Salesforce Admin you can go to Setup > Monitor > System Overview to verify current API call limits.

Why is the 'Total Number of Times Dialed' showing 0?

Total number of times dialed is only logged if you are using our Powerdialer feature. We cannot prevent logging that section for non-Powerdialer calls, so it will default to 0.

Can I disable logging a Ai Call Summary to Salesforce?

Not at this time. If Ai is enabled, the Call Summary will log to Salesforce. If you do not want a Call Summary to log to Salesforce, you will need to disable Ai.

Check out this Help Center article to learn more about Dialpad Ai features integrated with Salesforce.