Dialer In Actions

Dialer in Actions integrates the dialer front and center into the Actions framework, resulting in a more efficient workflow. This feature simplifies and accelerates the outbound dialing process. 

This feature is currently in beta and will be available to all users soon.

Use Cases

• As a manager, you can make executive calls assigned by your rep quickly and efficiently without leaving your workflow.
• As a rep, you can make outbound phone calls to follow up on leads, cold-call critical contacts, and provide high-value touches. 

How To Use Dialer In Actions

Before placing a call:

Select a Call Action: Create a New Call Action from the Omnibar or access an existing Call Action from your list of actions:

Choose a phone number to call: The default phone field will be selected first, but you can choose any phone number available in Salesforce or update existing numbers directly from the Actions window.

Please remember: If the contact does not already have a phone number, you must add one to place the call. This can be done in the Action window or by updating available phone number fields in the Omnibar.

Turn on Constant Bridge Dial (Optional): This option is available while using Bridge Dial to maintain a constant connection to your bridge device.

More information on Constant Bridge Dial can be found here.

Turn on Local Dial (Optional): Click the Local Dial icon in the Dialer toolbar at the bottom of the Action window. This will use a local area code that matches your recipient's area code. Get more info on local dial settings here. 

Turn On Call Recording (Optional): If you wish to record the call, click on the record icon in the Dialer toolbar at the bottom of the Action window. Depending on your organization settings, you may also receive a warning that informs you if you are calling into a two-party consent state. See this article for more on call recordings and the corresponding settings.

During a Call

Use Keypad: To dial an extension or submission in a phone tree.

Adjust recording: If you need to turn on or off recording for any reason, you can do so from the dialer toolbar at the bottom of the Action window. Based on your organization settings, you may also get a warning that informs you if you're calling into a two-party consent state.

Recording On:

Recording Off: 

Mute Yourself: Click the Mute button in the provided toolbar to mute your audio.

Use Voicemail Drop: To add a pre-recorded voicemail, use the VM Drop button in the provided toolbar. You can record new voicemails in your dialer settings. Read more about Voicemail Drop.

After a Call

Update Call Notes: Call Notes and Call Scripts previously existed in the same field. They have now been separated into different fields so that a user can quickly review their script and record their notes. Notes will be associated with the logged activity back to Salesforce.

Update Call Result: Depending on your organization settings, a call result may be required to complete or log the call to Salesforce. You can use the provided dropdown to update the Call Result.

Log Call: Click Log after the call to log the activity back to Salesforce

Other options include:

Mark as Complete: Marks the action complete without logging to Salesforce

Log and Create follow-up: Logs the current action and then creates a new follow-up

Log and Try Again: This option logs he current call and then allows you to try the call one more time and log another activity before moving on to a different action in your list.

Log and Add to Flow: Logs the current call and then allows you to select a flow for that person to be added to.