When a prospective customer calls you, this is known as an inbound call. Receiving inbound calls from prospects can be vital to your sales process as it signals interest in what you're selling and that they are ready to hear more.
Salesloft allows you to receive inbound calls from People you have previously called via the Dialer. There are two ways to answer inbound calls, including:
- Answer calls from your designated forwarding number.
- Accept inbound calls directly from your Chrome browser using the Salesloft Connect Chrome Extension.
In this article, you will learn all about inbound calls, including:
If you run into any technical problems with the Dialer, check out our Dialer Troubleshooting Guide for more help.
Before receiving inbound calls in-app with the Chrome notification, ensure the following:
- You are logged into your Salesloft account.
- Your inbound calling preference is selected:
- Make sure Inbound Calling is enabled from your Dialer settings.
- Inbound calling requires the Salesloft Google Chrome Extension. If you have not downloaded the Chrome extension, you may download it anytime by going to the Downloads page from your Salesloft Settings.
- Once the extension has been downloaded, make sure the Chrome notifications are allowed.
- Your microphone must be enabled within the extension in order to accept the incoming call in Chrome. If you receive an inbound call, but the microphone has not been enabled, follow the steps to enable your microphone on an inbound call.
- Your Chrome browser must be running. If you "Quit" or shut down Chrome, you will not receive inbound calls.
- You have not set a custom caller ID in your Call Settings. If a custom caller ID is entered, calls will be directed to the phone listed in the Custom Caller ID field.
- If you miss an inbound call, it will follow your Inbound Call Settings—either forwarding to your designated number or allowing the caller to leave a voicemail in Salesloft.
- Inbound Calling is required when using Salesloft Voicemail.
- Install the Salesloft Google Chrome Extension from the Downloads page in your Salesloft Settings.
When a prospect returns your call, the following will occur:
- The call will ring simultaneously in your Chrome browser and on your forwarding number.
- An incoming call notification will appear in the top right corner of your screen, displaying the prospect’s name, job title, and Account details.
- A ringtone will play on your computer.
To answer an inbound call:
- Click the Options dropdown in the call notification: When you see an inbound call notification, click the Options dropdown.
- Select Accept: To answer the call from the Options dropdown, select Accept. You can also choose to close the call on the Chrome notification, and the call will continue to ring on your forwarding number.
- Complete your Call: Once you accept an inbound call, the Connect Dialer window will open. Once you’ve completed the call, hit the red ‘end’ icon.
You can accept inbound Salesloft Dialer calls from inside the Dialer window, the pinned Chrome Action Pop-up, or from the Chrome Notification itself.
Inbound calls come in via a Chrome Notification, however, pop up blockers and "Do Not Disturb" notifications can prevent these notifications from reaching your screen – and prevent you from receiving important calls.
When you are logged into the Salesloft Chrome Extension, the Dialer on your desktop grants you the ability to accept (or reject) an inbound call to prevent missed calls.
Things to Note: The Salesloft Chrome Extension does not have to be open in order to accept a call.
Once you are ready to accept calls, there are two ways to answer or reject a call.
- Chrome Action pop up: The chrome action pop up when the Chrome extension is pinned will have a pop up window when Chrome is in focus that will allow the user to answer or decline an inbound call.
- Chrome Notifications:
- To Accept an inbound call notification: Click the notification, then click the options dropdown and choose Accept and complete your call as normal.
- To Reject an inbound call notification:
- Click the X on the notification. This closes the notification and allows the call to continue ringing on your forwarding number.
- Click the options dropdown and choose Reject.
Open an Inbound Call on CRM Link
If the inbound caller has a CRM link associated with their Salesloft Person record, Salesloft will open the Dialer on the corresponding CRM page. For example:
- If linked to a Salesforce Contact, the Contact page will open in another tab.
- The Dialer will open on that tab, allowing you to manage the call directly.
If you are not logged into your CRM:
- Accept the call and right-click to open the Dialer window manually.
- Log into your CRM when prompted, and Salesloft will redirect you to the corresponding Lead or Contact page.
Log an Inbound Call
Once you accept an inbound call:
- The Dialer Everywhere box will appear, allowing you to log the call as you would an outbound call.
- Take notes, set dispositions and sentiments, and log the activity directly from the call log window.
- Calls taken from your forwarding number can still be logged in Salesloft manually.
- All call activity is recorded on the Calls Page in Salesloft.
Things to Note:
- When call forwarding is enabled and an inbound call goes to your external voicemail, the call status will be listed as Completed. Because Salesloft cannot detect if an external voicemail picked up the call versus a live person, the system identifies that the connection was made and ended, resulting in a "Completed" status rather than "No Answer."
- Calls must be logged on the Person Profile first for them to appear on the Calls page.
- You cannot edit dispositions and sentiments after logging a call.
If you encounter any technical issues with the Dialer, refer to the Dialer Troubleshooting Guide for further assistance.
Now that you understand inbound calls in Salesloft, consider exploring other call management features such as:
