Salesforce Lightning and Chrome Click-to-Call

Margaret Beinarovics
Updated

Dialpad for Salesforce enables companies to break down silos and seamlessly connect with sales and service calls that live natively inside Salesforce to deliver more engaging experiences and improve agent productivity.

Let's take a look at the details. 

Who can use this

The Salesforce Lightning integration is available to eligible Dialpad Sell, Dialpad Support, and Dialpad Connect users. Refer to our to see if you have access to this feature. If you have questions about your plan or need help setting up the integration, contact Dialpad Support.

This does not apply to Salesforce Classic, only Lightning.  

How to set up Salesforce Lightning and click-to-call

When using the Google Chrome extension for Click-to-Call and Dialpad for Salesforce Lightning, you'll need to update your Chrome Extension settings to enable click-to-call within Salesforce.

First, you need to check the following:

  • Confirm your extension (available here) is installed in Chrome
  • Confirm you have access to Dialpad for Salesforce Lightning
  • Confirm your cookies are enabled 

Once configured and installed, you might not be able to click a number in Salesforce to start a call.  The numbers will be blanked out or appear white (see below). 

Screenshot of a Salesforce contact record showing red-highlighted phone field areas where click-to-call numbers appear blanked out or hidden due to an configuration issue.

This is due to both the Salesforce backend and Dialpad Click-to-Call Extension competing to add calling features to the phone number.

Easily resolve this by adding force.com to the Dialpad Extension exception list.

  1. In Chrome, right-click on the Dialpad Extension 
  2. Select Options
    Screenshot of Google Chrome showing a context menu for the Dialpad Extension, with numbered callout bubbles highlighting the extension icon in the toolbar (1) and the 'Options' menu item (2).
     
  3. Add force.com to the Website Exceptions
    Screenshot of the Dialpad Extension settings window, with numbered callout bubbles highlighting "force.com" entered in the Website Exceptions text box (3) and the "Save" button at the bottom left (4).
  4. Select Save
  5. Refresh your Salesforce window/tab. 

You should now be able to see phone numbers on the Salesforce page, and be able to use our click-to-call features.
Screenshot of a Salesforce contact record showing red-highlighted phone field areas where clickable Dialpad phone numbers are now correctly displayed and visible.

Note

The Dialpad CTI does not support using multiple tabs. 

We know you love using CTIs, but for the best experience, we recommend using the Dialpad Desktop App and Dialpad Everywhere.

Enable cookies 

In order to use our Salesforce CTI and Chrome Click-to-Call, you'll need to enable your cookies. 

To enable cookies:

  1. Open Chrome
  2. Click More Settings (that's the three vertical dots on the top right)
  3. Select Privacy and Security
  4. Select Site settings
  5. Select Cookies and site data
  6. Turn on cookies 

If you find customer data is not loading and you receive an error message stating "An error has occurred, cannot load Salesforce connection" please check if third-party cookies are being blocked. 

  1. Navigate to chrome://settings/cookies
  2. Change the setting to block third party cookies in incognito 

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