Enabling Click-to-Call for Cases in Salesforce


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, please follow the steps below to fix this:


Enabling click-to-call in Cases

  1. 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 the standard E.164 format i.e., the plus sign (+), country code, area code, and number. If you need to provide a number in local national format, you should also specify the country as an optional parameter.

All Articles ""
Please sign in to submit a request.