Matching Dialpad Contacts & Logging Calls to Salesforce
    • 21 May 2024
    • 3 Minutes to read
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    Matching Dialpad Contacts & Logging Calls to Salesforce

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    Article Summary

    Dialpad's Salesforce integration allows for the logging of calls between agents and their respective contacts in Salesforce. Automatic contact matching can be configured by setting a preference order for resolving matches. Dialpad attempts to find matching records in Salesforce using the contact's name, phone number, and email address. The option to resolve person accounts disregards duplicate contact records for auto-matching. Calls can be logged as activities in Salesforce either with or without an exact matching record. Click-to-call matching automatically matches calls to the corresponding Salesforce entity. Manual contact matching is also supported, requiring users to confirm the correct match from a list of potential matches. Unlogged calls can be retroactively matched and logged in Salesforce without any additional setup.

    Dialpad's Salesforce integration allows you to log calls between Agents & their respective contacts to the company's connected Salesforce instance. 

    Let's take a look at how this works. 

    Who Can Use This Feature
    Our Salesforce integration is available to Ai Sales and Ai Contact Center customers, as well as  Dialpad Ai Voice users on the Pro and Enterprise plans.

    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 Admin Settings at Dialpad.com 

    1. Navigate to My Company Settings
    2. Select Integrations
    3. Select Options beside Salesforce
    4. Select Manage Settings
    5. Select Auto-match with Dialpad Contact 

    Automach_DP_contact_SF.png

    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

    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.

    sfnew22.png

    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. 

    sfnew23.png

    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

    Click to Call Matching 

    When the checkbox Always update Dialpad Contact name with Salesforce click-to-call is checked, every call that is initiated via click-to-call will automatically match the Salesforce entity where the call initiated from. This checkbox overrides other auto-match settings and can only be disabled by unchecking the box.  Screen_Shot_2023-02-27_at_4.03.26_PM.png

    Note:
    Click to Call Matching is not available in Salesforce Classic.

    Manual Contact Matching

    Dialpad also supports Manual Contact Matching in Salesforce.

    To configure Manual Contact Matching, head to your Admin Settings at Dialpad.com 

    1. Navigate to My Company Settings
    2. Select Integrations
    3. Select Options beside Salesforce
    4. Select Manage Settings
    5. 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. Worry not because any agent calls that failed to log into Salesforce can be retroactively matched to maintain an accurate history in the CRM system.

    There is no extra setup needed to be able to match and log unlogged calls retroactively in Salesforce. 

    In your Dialpad App, navigate to the Unlogged tab in your Contact Center or personal inbox.

    1. Select the call you'd like to log
    2. Select Connect
    3. Choose the desired contact, or select Create new record to create a new record
    4. Select Connect 




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