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Enabling click-to-call for cases in Salesforce

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Click_to_Call_greyed.png

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

  1. Search for "Case".

Salesforce-Case.png

     2. Click on Page Layout:

Sentiment-Case-Page-Layout.png

     3. Click "New" and then select, for example,  Case (Sales) Layout and give it a name. Don't check the Feed-Based Layout box:

Create-New-Page-Layout.png

   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:

Edit-Page-Layout.png

That’s it! Click-to-Call should now be enabled for your cases too:

caes-contact_phone_enabled.png

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.

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