Dialpad Salesforce Integration: Easy Steps 101

Manisha Jena • Last Modified: December 29th, 2022

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Manually tracking Sales-Based Leads and Collecting data from Customer Interactions, Social Media, Emails, etc. can be a tedious task, especially if your customer base is growing exponentially. To overcome this hurdle, you can use Automated CRM Platforms like Salesforce. Dialpad is a cloud business phone service that combines voice, video, text, and media communications, as well as meetings, into a single platform, and on implementing Dialpad Salesforce Integration, users can answer calls directly, click-to-call any Salesforce Record. switch calls live, transfer calls, etc all from within the Organisation.

Marc Benioff founded Salesforce.com in 1999, and today, Salesforce is one of the most dominant software on the planet. Salesforce is a Cloud-Based “Customer Relationship Management” (CRM) software. It provides a full-fledged Customer Relationship Management solution to businesses without spending much effort on building one. Salesforce’s services allow businesses to use Cloud Technology to better connect with clients, customers, and partners.

In this article, you will gain information about Dialpad Salesforce Integration. You will also gain a holistic understanding of Salesforce, Dialpad, their key features, and the importance and steps involved in setting up Dialpad Salesforce Integration. Read along to find out in-depth information about Dialpad Salesforce Integration.

Tables of Contents

Introduction to Dialpad

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Dialpad is a unified Cloud Business Phone-service Communications Platform that connects teams via voice, video, messaging, and online meetings. Dialpad offers a comprehensive array of advanced features that can help streamline your business communications and increase productivity. Dialpad provides a quick setup, simple deployment, and the flexibility to provide and manage users with simplicity and efficiency.

Key Features of Dialpad

Some of the key features of Dialpad are as follows:

1) Web Portal

Dialpad developed a Web Portal to allow administrators to set up and manage the platform, as well as individual users to control their own settings and profile.

2) APIs & Webhooks

The APIs and webhooks provided by Dialpad enable your company with more call data as well as additional user management features. They also create efficiencies that will lead to more informed, data-driven business decisions.

3) BYOD – Bring Your Own Device

Dialpad runs on devices that you and your team already own and use on a daily basis, so there is no additional hardware to buy or lease, no infrastructure to maintain, and no IT personnel to handle it all.

4) Deployment

Dialpad enables installation, configuration, and user management simple. Dialpad helps you boost productivity and cooperation in no time by providing everyone in your business with a cloud-based communications platform that combines phone and text communication.

5) Mobility

Mobility which is at the heart of modern corporate communications is enabled by Dialpad. As a cloud-based business phone system, Dialpad eliminates the limitations of a traditional desk phone and enables you to stay connected and productive from any device, anywhere.

6) User Setup

Dialpad allows for virtually quick user setup. Dialpad acts as a central location where you can add new users, assign them phone numbers, sync them with Google G Suite or Office 365, and set their permissions. In a matter of minutes, your new user will be up and running.

7) Upgrade without a Number Change

Dialpad makes it simple to transfer existing phone numbers from your current phone service provider to your Dialpad account with no service disruption. 

Introduction to Salesforce

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Salesforce is a Cloud-based Customer Relationship Management Platform that offers easy-to-use business applications that can help build an amazing customer experience. Salesforce is a tool that you can use to stay connected with Customers, Prospects, Partners, Sales, and Market Services worldwide. Salesforce Cloud CRM software and applications are used for Sales, Services, Finance, Marketing, Business Development, Supply Chain Management, and other business verticals that involve external and internal relationships.

It allows the user to store information of existing customers and prospects under a single platform. In addition, it enables the user to monitor Sales and Marketing Campaigns using the valuable insights available. It is a complete solution for companies that want to easily manage customer data from various platforms such as Email, Chat, and Social Media. 

For further information on Salesforce, you can follow the Official Documentation.

Key Features of Salesforce

Some of the key features of Salesforce are as follows:

1) Simplified Account Management

Salesforce enables companies to have a holistic view of their customers. It allows you to always have access to the Activity History, Customer Communication, Important Contacts, Internal Account Discussions, etc.

2) Lead Management

Salesforce enables companies to track their Leads and continuously optimize their Campaigns across all channels so that they can make data-driven decisions.

3) Sales Data

With Salesforce, companies can get easy access to the Sales Data in real-time which can be used to connect with Leads and increase Marketing productivity.

4) Reports and Dashboards

Salesforce Dashboards provide a real-time and intuitive view of your business performance. It enables companies to view detailed reports that can be seamlessly accessed by any of the team members.

5) File Sync and Sharing

Salesforce gives companies the ability to easily share files, discuss them with the entire team, and track its content in real-time. Users can also use the Quick Search option to search a specific section of the content.

6) Workflow and Approvals

With Salesforce Visual Workflow, companies can quickly design and automate all business processes by leveraging the drag-and-drop functionality that can be used to drive success with flexible approval processes for Expenses, Customer Discounts, Trial Periods, and more.

Versions of Salesforce

There are 2 versions of Salesforce Accounts for the customers. These are:

1) Salesforce Lightning

Salesforce Lightning is a Component-based Framework for App Development from Salesforce.com that is intended to ease procedures for business users who do not normally have programming knowledge. Lightning contains the Lightning Component Framework as well as other fascinating development tools. Lightning simplifies the development of responsive applications for any device.

Lightning incorporates these technologies:

  • Lightning components help to speed app development and performance. It also helps to build custom components that other developers and administrators may reuse to personalize Lightning Experience and the Salesforce mobile app.
  • Lightning App Builder enables administrators to build Lightning pages visually, without coding, by combining off-the-shelf and custom-built Lightning components. You can make your Lightning components available in the Lightning App Builder so that administrators can create customized user interfaces without writing code.
  • Using Lightning templates and components, Experience Builder enables administrators to visually construct communities without coding. You can make your Lightning components available in Experience Builder so that administrators may build community sites without having to write code.

2) Salesforce Classic

Prior to the release of Lightning Experience, Salesforce Classic was the face of the world’s leading CRM platform. However, the UI now appears to be outdated due to its text-centricity, a large amount of unused space, and few graphical components presented in low resolution. As a result, new users struggle to navigate the Classic UI and achieve success with Salesforce implementation.

Salesforce Classic was designed solely for data entry and record-keeping, i.e., fetching records, updating them, and saving them back to the cloud.

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Prerequisites for Implementing Dialpad Salesforce Integration

Certain things should be kept in mind before implementing Dialpad Salesforce Integration. These are as follows:

  • You must have either Enterprise or Unlimited editions of Salesforce.
  • You must enable API access.
  • Your Salesforce Admin must enable the Dialpad for Salesforce integration.

NOTE: Salesforce activities are not saved in Dialpad. It solely uses Salesforce APIs to display information in real time.

Implementing Dialpad Salesforce Integration

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There are 2 parts involved in setting up Dialpad Salesforce Integrations. These are as follows:

1) Implementing Dialpad Salesforce Integration for Salesforce Classic

A) Installation

  • Step 1: Log in to your Salesforce Account.
  • Step 2: Go to the Salesforce AppExchange website.
  • Step 3: Go to our Salesforce AppExchange listing of supported Apps or search for Dialpad in the search bar.
  • Step 4: Now, select the “Dialpad CTI for Salesforce” Option on the App Listing Page.
  • Step 5: Click on the “Install for All Users” button then select “Install”. Otherwise, after installation, you can enable which users you want to add to Dialpad.
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B) Enabling

Once the package has been installed, you’ll have the option to enable the Classic integration for individual users or your entire team. Here’s how:

  1. Click on the “+” icon on the navigation bar at the top.
  2. From the displayed list, select the “Dialpad” option. 
  3. Under the “Manage Users” option, check individual users from the list.
  4. Click on the “Add Users” option to finalize the users.
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For further information on Dialpad Salesforce Classic Integration, you can visit here.

2) Implementing Dialpad Salesforce Integration for Salesforce Lightning

A) Installation

  • Step 1: Log in to your Salesforce Account.
  • Step 2: Go to the Salesforce AppExchange website.
  • Step 3: Go to our Salesforce AppExchange listing of supported Apps or search for Dialpad in the search bar.
  • Step 4: Now, select the “Dialpad CTI for Salesforce” Option on the App Listing Page.
  • Step 5: Click on the “Install for All Users” button then select “Install”. Otherwise, after installation, you can enable which users you want to add to Dialpad.
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B) Enabling Open CTI for your App

Before you can enable the Dialpad Salesforce Lightning integration, you’ll need to select the Lightning app you want to enable with Dialpad. The following steps are as follows:

  • Step 1: Open Salesforce Lightning Website.
  • Step 2: Open the “Setup” page.
  • Step 3: In the left navigation bar, under the “Platform Tools” option, click on “Apps” and then click on the “App Manager” option.
  • Step 4: Select each Lighting app you want to enable with Dialpad
  • Step 5: Click on the “Edit” option.
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  • Step 6: Select the “Utility Bar”, then click on “Add”. Now click on “Open CTI Softphone” option.
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  • Step 7: Rename the Open CTI Softphone as Dialpad.
  • Step 8: Click “Save” and “Done” to complete the integration process.
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Dialpad Salesforce Integration - User Profiles
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For further information on Dialpad Salesforce Lightning Integration, you can visit here.

Key Features of Dialpad Salesforce Integration

Some of the key features of Dialpad Salesforce Integration are as follows:

1) Native Calling

  • Salesforce’s native CTI enables click-to-call as well as receiving inbound calls.
  • Native CTI offers call controls, a note-taking space, and the ability to log against an existing Case or Opportunity.
  • Dialpad calls that are connected can also activate the Dialpad Everywhere widget, which provides access to:
    • Contact history with other platforms that are linked to the integration platform (ex: Zendesk)
    • Real-time transcriptions powered by Voice Intelligence
    • Real-time assist cards powered by Voice Intelligence

2) Call & Message Logging

  • You can automatically log inbound and outbound calls.
  • You can automatically log SMS messages sent or received.
  • You can automatically log voicemails, recordings, and transcriptions.
  • Display contact profile information from Salesforce natively within the Dialpad desktop and mobile apps.
  • If multiple matches occur, match the particular Salesforce contact with the mentioned Dialpad contact.
  • Profiles allow you to log tasks or notes to contacts and sync them back to Salesforce.
  • Profiles feature activity history.

4) Omni-Channel

  • Agent statuses are synced between Salesforce Omnichannel and Dialpad.

5) Power Dialer

  • On the Dialpad native CTI, you can create calling lists and enable power dialer mode.

6) Classic & Lightning

  • Salesforce Classic and Lightning are both compatible with the Dialpad connection.
  • Salesforce Classic has a click-to-call feature that opens the Dialpad desktop software (or Dialpad Everywhere).
  • Salesforce Lightning is compatible with native CTI.

7) Coach from Anywhere

  • Arm representatives or agents with real-time assistance cards that offer answers to frequently asked questions as well as a hyperlink to further information.

8) High-Velocity Sales

  • It allows for calls to be initiated based on a cadence.
  • It marks call tasks as completed after the call.
  • You can branch cadences based on dispositions logged through Dialpad.


In this article, you have learned about implementing Dialpad Salesforce Integration. This article also provided information on Salesforce, Dialpad, their key features, and the importance of implementing Dialpad Salesforce Integration.

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