Salesforce Lightning and Chrome Click-to-Call
    • 25 Sep 2023
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    Salesforce Lightning and Chrome Click-to-Call

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    Article Summary

    Dialpad for Salesforce allows companies to connect sales and service calls within Salesforce, enhancing customer experiences and agent productivity. To enable click to call in Salesforce Lightning using the Google Chrome extension, certain steps need to be followed. First, ensure that the extension is installed and accessible in Chrome. Then, configure and install Dialpad for Salesforce Lightning. If phone numbers appear blank or white, add to the Dialpad Extension exception list. Enabling cookies is also necessary for using Salesforce CTI and Chrome Click to Call. If customer data fails to load with an error message, check if third-party cookies are blocked and adjust the settings accordingly.

    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 feature

    Salesforce Lightning integrations are available to Dialpad Ai VoiceAi Sales, and Contact Center customers on the Pro and Enterprise plans

    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)


    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 to the Dialpad Extension exception list.

    1. In Chrome, right-click on the Dialpad Extension 
    2. Select Options
    3. Add to the Website Exceptions
    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.

    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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