The Salesloft Dialer and Messenger are engagement tools that help sellers streamline calling and messaging.
The Salesloft Dialer allows you to make and receive calls, log call activity, and access call recordings and analytics.
Salesloft Messenger allows you to send and receive SMS messages and track the activity in the Live Feed. Together, these tools improve efficiency and effectiveness in sales communication. Messenger users should refer to our Messenger from Salesloft article for details on how to use the Messenger feature.
How the Dialer Works
The Dialer uses VoIP (Voice-over IP) technology for calls, while Messenger enables SMS functionality.
By default, the Salesloft Dialer and Messenger integrate with Twilio, a cloud-based communications platform. Any calls made occur over your network, so your calls will be completed from your computer.
You have two options for making calls with the Salesloft Dialer:
- VoIP: VoIP allows you to make phone calls using your broadband internet connection. Because this option relies heavily on your network provider,you will need to set up QoS. We also recommend following our best practice guidelines to stabilize Dialer quality.
- Pass Through Calls: Pass Through Calls uses VoIP for the first “leg” of the call . When you place a call, the Dialer will ring your cell or desk line (carrier provider). This is the first “leg” of the call. The second “leg” of the call will use your carrier provider (e.g., AT&T, Verizon). Since Pass Through uses your carrier provider, you don’t need to rely on VoIP/your network.
Whenever you make a call, Salesloft sends the call information to Twilio. Twilio then places the call based on the information. Twilio uses your area to find the best server for you to connect to the person you are calling.
If the recipient answers the call, your network and Twilio work together for the duration of the call. This connection between your network and Twilio will be the primary factor behind call quality.
When the Dialer is enabled, Salesloft Admins can enable Messenger from their Dialer settings. Messenger uses your provisioned Salesloft number to send messages. This means that when you send a message, the recipient will see your provisioned Salesloft number.
The Dialer is available to Salesloft teams who have included the Dialer add-on. To access Messenger, you will need the Dialer add-on as well as a Talk and Text plan.
Once your Dialer add-on and Talk & Text plan have been set up, a Salesloft admin will need to set up the appropriate Dialer permissions. These permissions determine the access to different types of data and ensure that sensitive information is only accessible to authorized personnel.
Additional permissions needed to access the full functionality of Dialer and Messenger include:
Users with a license that enables them access to Dialer and Messenger will be able to set up and use these features directly from their Salesloft web and mobile interface.
Dialer Navigation
There are multiple ways to access the Salesloft Dialer, including:
Dialer icon in the top navigation panel
To access the Dialer from anywhere in Salesloft, click the Dialer icon on the top navigation panel. You can also hold down ‘A’ and ‘D’ on your keyboard as a shortcut to the Dialer.
Figure 1: Open the Dialer from Top Navigation bar
Cadence Phone Step
Cadence phone steps prompt you to call a Person in a cadence. When a phone step is due, it will appear in your Rhythm Focus Zone and in your Cadence Focus Zone. Clicking a phone step will open the Dialer window and allow you to make a call.
Call Task
Call tasks are 'reminder-style' notifications that prompt you to call a Person on a one-off basis. When a call task is due, you'll see it in your Rhythm Focus Zone, Cadence Focus Zone, and on the Person's Profile Page. Clicking a call task will open the Dialer window and allow you to make a call.
Person Profile Page Quick Actions
You can access the Dialer while reviewing a Person’s Profile Page. To do this, click the Call Quick Actions found in the Person Information panel. You can also hover over the Person’s phone number and click the Dialer icon that appears.
Figure 2: Open the Dialer from Person Profile Page Quick Actions
Account Profile Page
You can access the Dialer while reviewing an Account’s Profile Page. To do this, hover over the Account phone number, then click the Dialer icon that appears.
Salesloft Connect
The Salesloft Connect Chrome Extension allows you to access Salesloft functionality from your Chrome browser. To access the Dialer from the Salesloft Connect Chrome Extension, click the Salesloft Connect icon in your Chrome browser, sign in, then click Open Dialer.
Things to Note: Pin the Salesloft Connect Chrome Extension to your Chrome browser for easy access.
Messenger Navigation
There are multiple ways to access the Salesloft Messenger, including:
Message icon in the top navigation panel
To access the Messenger from anywhere in Salesloft, click the message icon in the top navigation panel. You can also hold down ‘A’ and ‘S’ on your keyboard as a shortcut to the Messenger.
Things to Note: The speech bubble icon may not show up until you have some messaging history.
Figure 3: Open Messenger from Top Navigation bar
Person Profile Page
You can access the Messenger while reviewing a Person’s Profile Page. To do this, click the message icon in the Quick Actions panel.
The Dialer window will look the same no matter where you open it in the Salesloft platform.
Let’s explore a complete, detailed walkthrough of the Dialer from the buttons, tabs, and available features:
The icons you see at the top of the Dialer allow you to control Dialer functionality in between calls. Using these icons you can enable or disable features like call recording, LocalDial, and Call Pass Through.
Figure 4: Example: Top Dialer Icons
The Top Dialer Icons Include:
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Recording: In the upper left corner of the Dialer, the circle icon is the record button. When the button is red, your call is set to record. If you have recording enabled, you can turn recording on and off by clicking the icon.
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LocalDial: LocalDial enables you to use an area code local to the number you are dialing. When the LocalDial icon is green, it means LocalDial is active. In the event that you would like to disable LocalDial, click the icon to turn the feature off or on.
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Call Pass Through: Pass Through calls allow you to take your Salesloft call from a different phone, like your cell phone or desk line. If the icon is enabled, the call will be directed to a secondary line prior to completing the call as dialed. When call pass through number has been set up, but is not turned on, the icon will appear grey and your call will take place through the Salesloft in-app Dialer.
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Reset Dialer: Refreshes the Dialer to a clean slate. If you have selected a Person or entered a number, hit Reset to clear the information.
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Minimize: Shrinks the Dialer to a minimal view that will only show the top portion of the Dialer. To expand the Dialer after it's been minimized, select any of the Dialer tabs.
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Close: Exits out of the Dialer.
The Person Call Details appear before and after you place a call. These details offer a quick view into the person you are contacting and their phone information.
Figure 5: Example: Person Call Details in the Dialer
- Selected Number: If the Person has multiple phone numbers on their record, this dropdown menu allows you to select an alternative number.
- Person's Name: Name of the Salesloft Person you are dialing.
- Phone Number: The Person's phone number you are dialing.
- Call Button: Button to initiate the phone call. Select the Call button in the Dialer if the call does not automatically start.
When you are actively on a call, the Dialer offers details and feature icons to assist you.
Figure 6: Example: Icons In the Dialer During a Call
During the call you will see the following:
- Recording Status: Manages call recording. If the icon is red, call recording is enabled. You can click the icon to enable or disable recording.
- Mute: Allows you to mute your end of the call. If the call has been muted, the icon will appear green with a line crossing through it, denoting that your audio is not going into the call.
- Drop Voicemail: Drop-in voicemail messages, or voicemail drop, allow you to select pre-recorded voicemail messages so you don’t have to waste valuable time reciting the same message over and over.
- Raise Hand: Notifies Live Call Studio users that you need further assistance on a call
- Add Participant: Call collaboration allows you to call another Salesloft user so they may join your call.
- Calling From Number: The number you are using to place the call. This number may be different when you are using your assigned number, Call Pass Through, or LocalDial.
- Person Details: Standard information about the Person you are calling or speaking. The Person details will pull from the Person Profile information in Salesloft. Some details shown include the Person's name, the type of number you are calling, and the Person's role.
- Call Time: Amount of time the call has been active. This will start when the call begins and run until you end the call.
- End Call: Ends the active call. Aka, hangs up the call.
The Dialer includes tabs that allow you to perform all of the Dialer actions for the Dialer window. These tabs include:
The Keypad tab allows you to make calls by dialing a number. You can type the number from your keyboard OR use your mouse to click the phone number.
Figure 7: Example: Dialer Keypad Tab
The Person tab holds your entire catalog of contacts in Salesloft. From this tab, you can search and select a Person you wish to call.
Figure 8: Example: Dialer Person Tab
Inside the Dialer Person tab, you will find:
- Search: Allows you to search for a Salesloft Person by their name, phone number, or email.
- Edit Person Info: Update and edit fields related to this Person. When you click Edit, the Edit Person Details page opens in another tab in your browser.
- Person Info: A quick view of Person information. The visible information may differ based on the information that has been added to the Person's profile.
The Log tab is where you leave notes about your phone call. While hanging up may end the call, logging your call allows you to enter call notes and details and push that information into Salesloft and your CRM. Once the call is logged, you can review call details and build additional call reports.Things to Note:
- The Log tab may appear as a second window with the Dialer based on the Use Popped out Call Logger Dialer setting. To access this settings, go to the Settings tab within the Dialer. You will see the Use Popped out Call Logger Dialer setting towards the bottom of the window. When the Use Popped out Call Logger Dialer setting toggle area is blue, the setting is enabled and the Log tab should appear. When the Use Popped out Call Logger Dialer setting toggle area is gray, the setting is disabled and the Call Log will appear in a separate pop-up window once the call starts. Click the toggle area to enable or disable the Log tab to best suite your preference.
- If you move to another tab in the Dialer after a call and before you've finished logging the call, you may notice a little red dot next to the Log tab. This red dot is an indicator reminding you to complete your call log. Select the Log tab to finish logging your current call. Once the call is logged, the dot will go away.
Figure 9: Example: Dialer Log Tab
The Call logs include:
- Log Call Notes: Type in any call notes you may have for the call.
- Disposition: Field to determine the result of the phone call you are making. In other words, the disposition determines what happened on your call.
- Mandatory Field: The red asterisk appears next to Disposition and/or Sentiment fields that are required in order to log the call.
- Sentiment: Field to determine the outcome of your connected calls. Was the call a bad fit? Is the prospect interested in more information?
- CRM Fields: Additional activity fields that are set up by a team admin.
- Log Options: Where you can log your call.
Additional Call Log Features:
- CRM Record Selection: The CRM record where this call will log.
- Instructions (Cadence Calls Only): Shows instructions that may be added to guide you during a Cadence call. Click View More to expand the script that may be setup by your manager.
- Call Sessions
Figure 10: Example: Dialer with Pop Out Log Window
The Settings tab inside the Dialer is where you can adjust your Dialer settings. Here, you can manage the audio settings for the Dialer as well as determine how the Call Logger will display.
Figure 11: Example: Dialer Settings Tab
- Microphone Settings (Input): Select the microphone being used during your calls.
- Headset Settings (Output): Select the headset or audio being used during your calls.
- Play Test Sound: Plays a tune so you can hear how the audio will sound during your call.
- Use Popped our Call Logger: Will open the call log page in a separate tab across the bottom of the page instead of within the Dialer itself
The Calls Page lists all calls that have been attempted or completed, outbound or inbound, by you or all users on your team.
Figure 12: Example: The Calls Page Layout
The Calls Page layout contains the following features:
- Call Page Saved Views: Save the filtered list you use. This way you can easily access a particular filter without having to set the same filter each time you access the calls page.
- Filter & Sort: Your Call page shows all listed calls by default. If you would like to refine the list to show a select type of calls or sort the list in the order that makes the most sense for your use case, you can use the Filter & Sort feature to simplify your call list.
- Calls List: List of calls that have been dialed using Salesloft within the last 365 days.
The calls listview is your one-stop shop for your comprehensive call list. With that being said, there is a lot of information on display on the list.
Figure 13: Example: The Calls List
Let’s take a look at the different data columns that are on display in the calls listview:
- Time: When the call took place.
- Team Member: Salesloft user who made the call.
- Person: Who was called. If the person has been imported into Salesloft, their name will be listed, along with their phone number. If the phone number is not associated with a person in Salesloft, only the number will be displayed.
- Account: The account associated with the person called. If the person was imported to Salesloft with their account information, the account name will display. If the person is not in Salesloft or their account information has not been entered in Salesloft, the field will be blank.
- Duration: How long the call lasted. The duration is recorded in seconds.
- Status: Dialer status associated with the call.
- Direction: Whether the call was outbound or inbound. Things to note: Inbound calls are redirected to your forwarding number, but still logged in your call list.
- Log: Allows you to edit log information about the call. The log column will show one of the following clickable icons.
- Plus sign: Allows you to add logs on calls that previously did not contain a call log. This pertains to one-off calls, Inbound Call, and Calls from Salesloft Mobile if you can't log while on the call.
- Things to Note: Calls must be logged to a Salesloft Person record. If the phone number is not already linked to a Person, you will need to search or create a person record before logging the call.
- Pencil: Allows you to edit previously logged call information.
- Things to Note: If you edit a call log, any updates to the log will not appear in Salesforce.
- Recording: If your call was recorded, click Listen to Recording to hear the call recording. Calls without recordings will be listed as No Recording.
Let’s explore a complete, detailed walkthrough of the Salesloft Messenger.
Whenever you access Messenger from the top navigation icon, the Quick Actions, or by clicking a notification, the Messenger pane will open in the bottom right corner of the Salesloft platform. From the Messenger pane, you may view and respond to any ongoing messages.
The Messenger pane is broken down into two sections:
- Message History
- Text Thread
Figure 14: Example: The Messenger Pane
On the left of the message window, you will see the full list of messages that you have sent/received. Select a message to view the conversation.
The selected message will have a blue vertical bar on the far left of the tile containing the Person's name, time the last message was received, and a preview of the text.
The text thread is on the right of the Messenger window and shows the back and forth texts.
At the top of the section, you can see and link to Person information. This information includes:
- Person name and link to their profile
- Account name (if linked) and link to the Account profile
- Job title
- Salesforce icon: The icon will be highlighted in blue if the Person is linked to their Salesforce Lead or Contact record.
The conversation will be represented by text bubbles that contain the message. You will see the following in the bubbles:
- Inbound: Gray bubbles are from the Person you are texting. They will contain the message and time the text was received.
- Outbound: Blue bubbles represent messages you have sent from Salesloft. The bubble will contain the message and the time you sent the text.
Finally, the bottom of the conversation section is where you can type and send your messages.
