In case the phone icon next to the Contact Phone number in your Salesforce case is greyed out and you are not able to click it to initiate a call in Callbar, please follow the steps below to fix this:
Enabling click-to-call in Cases
- Search for "Case".
2. Click on Page Layout:
3. Click "New" and then select, for example, Case (Sales) Layout and give it a name. Don't check the Feed-Based Layout box:
4. Save your changes.
5. Repeat steps 1 and 2.
6. Click on "Page Layout Assignment", then "Edit" and assign your newly created layout to any role you want:
That’s it! Click-to-Call should now be enabled for your cases too:
Note: To be properly fetched and hyperlinked for use with Talkdesk Click-to-Call, phone numbers in Salesforce must be specified either in international, national formatting or in standard E.164 format: the plus sign (+), country code, area code, and number. If providing a number in local national format, you should also specify the country as an optional parameter. If no country is provided, this will default to US.