Dialpad Salesforce Integration

Dialpad Salesforce Integration seamlessly connects Dialpad, a leading AI-powered communication platform, with Salesforce, the world’s top CRM. This integration embeds voice, video, and messaging tools directly into Salesforce, enabling sales and support teams to work more efficiently, log interactions automatically, and deliver exceptional customer experiences. By combining Dialpad’s real-time AI insights with Salesforce’s robust CRM capabilities, businesses can streamline workflows and focus on driving results.

This comprehensive guide explores the integration’s features, benefits, use cases, setup process, security measures, target users, tips for success, and how to get started. Whether you’re a sales leader, support agent, or IT admin, this integration can transform how your team communicates and manages customer relationships.

What Is Dialpad?

Dialpad is a cloud-based business communications platform that offers voice calling, messaging, video meetings, and contact center management. Built on the Google Cloud Platform, it leverages advanced Voice over IP (VoIP) technology, including WebRTC and Opus codec, for crystal-clear call quality. Dialpad’s standout feature is its AI-powered Voice Intelligence (Vi), which provides real-time transcription, sentiment analysis, and actionable insights during conversations. With a user-friendly interface and mobile-first design, Dialpad supports businesses of all sizes, from startups to enterprises, and integrates with tools like Salesforce to enhance productivity.

What Is the Dialpad Salesforce Integration?

The Dialpad Salesforce Integration allows users to make and receive calls, send messages, and manage meetings directly within Salesforce’s interface, eliminating the need to switch between apps. Every interaction—calls, voicemails, SMS, and meeting notes—is automatically logged in Salesforce, ensuring accurate and up-to-date CRM records. Dialpad’s AI engine enhances these interactions with live transcription, keyword tracking, and sentiment analysis, all accessible within Salesforce. This integration is compatible with both Salesforce Classic and Lightning, as well as Sales Cloud and Service Cloud, and supports Hyperforce for enhanced scalability.

Available on Dialpad’s Pro and Enterprise plans and Salesforce’s Enterprise or Unlimited editions, the integration requires API access and is free to install via the Salesforce AppExchange. It’s designed to improve sales efficiency, support quality, and team collaboration by centralizing communication and CRM data.

Key Benefits

The integration offers significant advantages for businesses aiming to align communication with CRM workflows. Here are the top benefits:

1. One-Click Calling: Initiate calls directly from Salesforce Leads, Contacts, Accounts, or Opportunities with a single click, saving time and streamlining outreach.
2. Automatic Call Logging: Every call, voicemail, and SMS is recorded in Salesforce with contextual details, such as call duration, date, and associated records, reducing manual data entry and ensuring CRM accuracy.
3. Real-Time AI Insights: Dialpad’s AI provides live transcription, sentiment analysis, and keyword tracking, helping teams understand customer emotions and identify action items during calls.
4. Enhanced Sales Productivity: By automating administrative tasks like call logging, sales reps can focus on building relationships and closing deals.
5. Improved Customer Experience: Support agents access complete interaction histories, including past calls and case notes, enabling faster, more personalized responses.
6. High-Velocity Sales Support: Integrates with Salesforce High Velocity Sales to trigger calls from cadences, mark tasks as complete, and branch cadences based on call dispositions.
7. Team Coaching and Analytics: Managers use live analytics and post-call summaries to monitor performance, coach teams, and improve outcomes.

These benefits make the integration a powerful tool for businesses seeking to optimize communication and CRM processes.

Key Features

The Dialpad Salesforce Integration is packed with features to enhance communication and CRM efficiency:

• Click-to-Call: Make calls directly from Salesforce records without leaving the CRM.
• Automatic Call Logging: Logs calls, voicemails, and SMS as Salesforce activities, linked to relevant Leads, Contacts, or Opportunities.
• Real-Time Transcription: Provides live call transcripts, viewable in Salesforce, for easy reference and follow-up.
• AI-Powered Insights: Offers sentiment analysis, keyword tracking, and objection-handling recommendations during calls, powered by Dialpad’s Voice Intelligence (Vi).
• Powerdialer: Automates dialing for sales teams, integrating with Salesforce cadences for high-velocity outreach.
• Contact and Lead Syncing: Syncs contact information between Dialpad and Salesforce, ensuring consistent data across platforms.
• Salesforce Lightning and Classic Compatibility: Works seamlessly with both Salesforce interfaces, as well as Hyperforce.
• High Velocity Sales Integration: Enhances sales cadences by triggering calls and logging dispositions automatically.
• Real-Time Data Fetch: Displays Salesforce data in Dialpad without storing it, ensuring security and compliance.
• Mobile and Desktop Support: Access the integration via Dialpad’s desktop and mobile apps, supporting remote and hybrid teams.

These features provide flexibility and power, making the integration suitable for diverse business needs.

Common Use Cases

The integration supports a variety of scenarios across sales, support, and management teams:

1. Sales Teams: Log calls and notes directly into Salesforce Opportunities and Leads. Use AI-generated call summaries to identify next steps, such as scheduling follow-ups or addressing objections.
2. Customer Support: Access previous case notes and call histories before answering, ensuring faster and more relevant responses to customer inquiries.
3. Sales Managers and Supervisors: Monitor team performance with live analytics, track call sentiment, and use post-call summaries for coaching and training.
4. High-Velocity Sales: Automate call tasks within Salesforce cadences, log dispositions, and branch workflows based on call outcomes, streamlining sales processes.
5. Contact Centers: Enhance call tracking, quality assurance, and agent coaching with AI insights and detailed call logs, improving service quality.
6. Remote and Hybrid Teams: Unify communication and CRM access across devices, enabling seamless collaboration from anywhere.

These use cases demonstrate the integration’s versatility for improving communication and customer engagement.

How the Integration Works

The Dialpad Salesforce Integration leverages a Computer Telephony Integration (CTI) package to connect the platforms via APIs, enabling real-time data syncing and communication. Here’s a step-by-step overview:

1. Trigger a Call: Users initiate calls from Salesforce records (e.g., Leads, Contacts) using the embedded Dialpad dialer, accessible in the Salesforce UI.
2. Log Interactions: Calls, voicemails, and SMS are automatically logged as Salesforce activities, linked to the relevant record, with details like call duration and timestamps.
3. Access AI Insights: During calls, Dialpad’s AI provides live transcription, sentiment analysis, and keyword tracking, displayed in Salesforce for immediate use.
4. Sync Data: Contact and lead information syncs between Dialpad and Salesforce, ensuring consistency across platforms.
5. Automate Workflows: Salesforce automation tools (e.g., Process Builder, Flow) can trigger actions, such as creating tasks or updating records, based on call outcomes.

The integration supports both Salesforce Classic and Lightning, as well as Sales Cloud and Service Cloud, and is compatible with Hyperforce for enhanced performance.

Installation and Setup Guide

Setting up the Dialpad Salesforce Integration requires admin access and compatible plans. Follow these steps, based on the latest information as of May 2025:

1. Check Requirements:
   • Dialpad: Pro or Enterprise plan with a Dialpad Connect, Support, or Sell license.
   • Salesforce: Enterprise or Unlimited edition with API access.
   • Admin Access: Salesforce System Admin profile with full access to Accounts, Contacts, Leads, Opportunities, and Cases.
   • Permissions: Two permission sets are provided—one for admins and one for users.
2. Install the Dialpad App:
   • Visit the Salesforce AppExchange and search for “Dialpad for Salesforce.”
   • Click “Get It Now” and install for all users or specific profiles.
   • Grant third-party access by selecting “Yes” and clicking “Continue.”
   • Complete the installation and verify the package in Salesforce Setup.
3. Connect Accounts:
   • In Salesforce, launch the Dialpad CTI and select “Login.”
   • Enter your Dialpad credentials in the redirected browser page, then return to Salesforce.
   • If you can’t access the integration, ensure your Salesforce admin has enabled it.
4. Configure Settings:
   • Access CTI settings via the drop-down menu in the Dialpad dialer.
   • Customize call logging (e.g., include transcripts, voicemails), voicemail syncing, and contact syncing.
   • Enable features like Do Not Disturb or Powerdialer as needed.
   • For company-wide settings, admins can adjust configurations in Dialpad’s integration settings.
5. Test the Integration:
   • Make a test call from a Salesforce Lead or Contact record and verify it logs as an activity.
   • Check that transcripts, sentiment analysis, and contact updates appear correctly.
   • Test in a Salesforce sandbox to avoid affecting live data.
6. Train Your Team:
   • Teach sales reps how to use the click-to-call feature and view AI insights in Salesforce.
   • Train support agents on accessing call histories and logging interactions.
   • Share resources from Dialpad’s Help Center or Salesforce Trailhead.

For detailed instructions, refer to Dialpad’s Salesforce Integration Guide or watch their setup tutorials.

Security and Compliance

The integration prioritizes data security and compliance to protect customer and business information:

• Encrypted Communications: All calls, messages, and data transfers use HTTPS and AES-256 encryption.
• Compliance Standards: Meets HIPAA, GDPR, and SOC 2 requirements, ensuring regulatory adherence.
• Role-Based Access Control: Restricts access to call data and Salesforce records based on user permissions.
• Real-Time Data Fetch: Dialpad does not store Salesforce data; it fetches information in real time via APIs, reducing security risks.
• Audit Logs: Tracks user activity for compliance and accountability.

To enhance security, enable two-factor authentication, regularly review permissions, and use Salesforce’s Security Health Check to monitor configurations.

Who Should Use the Integration?

The Dialpad Salesforce Integration is designed for teams that rely on communication and CRM to drive business outcomes:

• Sales-Driven Organizations: Automate call logging and use AI insights to accelerate outreach and improve CRM hygiene.
• Customer Service Teams: Resolve issues faster with access to full call histories and case notes.
• Call Centers and BPOs: Enhance call tracking, quality assurance, and agent coaching with AI-driven analytics.
• Remote and Hybrid Teams: Unify communication and CRM access across devices, supporting flexible work environments.
• Sales Managers and Supervisors: Monitor team performance and coach reps using live analytics and call summaries.
• IT Admins: Set up and maintain the integration to ensure secure, efficient workflows.

This integration is particularly valuable for industries like SaaS, financial services, and retail, where high call volumes and CRM accuracy are critical.

Tips for Success

To maximize the integration’s value, follow these best practices:

1. Plan Workflows: Define which Salesforce records (e.g., Leads, Opportunities) should trigger Dialpad actions to align with your sales or support processes.
2. Customize Settings: Tailor call logging to include transcripts, voicemails, or specific fields for cleaner CRM data.
3. Test in Sandbox: Use a Salesforce sandbox to validate the integration and avoid disruptions in production.
4. Leverage AI Features: Use Dialpad’s AI for sentiment analysis and keyword tracking to identify customer needs and improve outcomes.
5. Train Teams: Provide hands-on training on using the dialer, viewing insights, and logging interactions to boost adoption.
6. Monitor Performance: Regularly review call logs and AI analytics in Salesforce to optimize team performance.
7. Explore Third-Party Tools: For advanced automation, consider platforms like Zapier to connect Dialpad and Salesforce with other apps.
8. Stay Updated: Check Dialpad and Salesforce release notes for new features, such as enhanced AI or Powerdialer updates.

Limitations to Consider

While powerful, the integration has some potential challenges:

• Plan Requirements: Requires Dialpad Pro or Enterprise plans and Salesforce Enterprise or Unlimited editions, which may be costly for small businesses.
• Setup Complexity: Configuring advanced features like Powerdialer or High Velocity Sales may require admin expertise.
• API Dependency: Relies on Salesforce API access, which could face limits with high call volumes.
• Language Support: Currently supports English and Japanese, which may limit use for other languages.
• Customization Needs: Some workflows may require third-party tools like Zapier for non-standard use cases.

Evaluate your team’s needs and resources to ensure the integration aligns with your goals.

Getting Started

Ready to unify your communication and CRM? Here’s how to begin:

1. Verify Accounts: Ensure you have a Dialpad Pro or Enterprise plan and a Salesforce Enterprise or Unlimited edition with API access.
2. Install the App: Download the Dialpad for Salesforce app from the Salesforce AppExchange.
3. Configure and Test: Connect accounts, customize settings, and test in a Salesforce sandbox.
4. Learn More: Explore Dialpad’s Help Center, Dialpad’s Integration Guide, or Salesforce Trailhead for tutorials.
5. Get Support: Contact Dialpad support or a Salesforce consultant for assistance.

For inspiration, review case studies like Custom Ink’s 20% efficiency gain with Dialpad or check out Dialpad’s webinars for pro tips.

Conclusion

The Dialpad Salesforce Integration transforms how sales, support, and contact center teams operate by embedding AI-powered communication tools directly into Salesforce. With features like one-click calling, automatic call logging, and real-time AI insights, it saves time, improves CRM accuracy, and enhances customer experiences. While plan requirements and setup complexity may pose challenges, the benefits of streamlined workflows and data-driven insights make it a valuable tool for businesses.

Start today by installing the Dialpad app from the Salesforce AppExchange, configuring your settings, and exploring its features to power smarter conversations and drive business success.