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Using the Salesforce Dialer

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Notes:

  • The Preview Dialer is currently compatible with Callbar App (Electron) only.
  • The Salesforce dialer also needs to be aware of the agent’s login session in the Salesforce Connector, otherwise known as Salesforce’s phone widget or phone CTI. Follow the instructions in the article Please login in Salesforce Connector to ensure this connection is correctly configured.

 

The Salesforce Dialer feature gives an agent and a salesperson the ability to automatically dial down a list of Salesforce records (Contacts, Leads, Accounts, Cases, and Opportunities). Salesforce Dialer offers two dialing modes, Power and Preview. In the Preview dialing mode, agents can review records before calls are initiated, later allowing them to start the call or skip to another record. In the Power mode, calls will be launched automatically, one after the other, respecting a defined delay between calls.

The first step of this user flow is to start by creating a Dialer campaign and choosing the records that should be part of that campaign.

 

How to create a Talkdesk Campaign

In order to be able to create a Talkdesk Campaign, you must have Salesforce dialer create permission. If you didn’t assign permissions yet, check the article Setting up and Configuring the Salesforce Dialer.

  1. To create a campaign go to the Talkdesk Campaigns tab in the Talkdesk Lightning app, or click the Dialer button in a record list view.

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  1. Within the Talkdesk Campaigns tab, click on New Talkdesk Campaign and start following the steps on the “Create Talkdesk Campaign” wizard.

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  1. On the first screen, give your Talkdesk Campaign a “Name” and “Description”.
  2. Choose the ”Dialing mode” to be applied to this campaign, either Preview or Power, and configure the behavior.
  3. In “Preview dialing” mode, the agent dialing will be able to see information about the record to be dialed, before it’s dialed. So, the user creating the campaign should configure the following:
  • “Preview time”: The time the agent will have to see the modal with record information, before it starts dialing.

Note: The configuration you choose in the campaign creation wizard will override the preview time you may have configured previously on the “Dialer Settings” page in “Talkdesk Admin”.

  • In “After preview time expires”, please choose the Dialer behavior when the preview time expires: if the record should be dialed or if it should show the preview modal of the next contact.
  1. In “Power dialing” mode, the agent dialing will not see any information about the record before the record is dialed. Once the campaign is started, the Dialer will start dialing through the records. So, when creating a campaign in this mode you can configure the following:

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  • “Delay between calls”: how much time should pass between the moment when the agent finishes a call and the moment the Dialer launches a new one.
  • “When a call starts”: Select if you want the modal with record information to be open or not. The information in the modal can be customized. The default modal is based on your Salesforce compact layout assignment for each object record type. You can also customize the modal information by using a custom URL. Check the article Using a Custom URL on Salesforce Dialer pop modal.

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  1. When finished, click the Next button.
  2. Choose the campaign start and end dates.
  3. Choose the time range during which calls can be launched in this campaign.

Note: The daily time range you choose will be applied to all the days in which the campaign can run. You can also choose to enable the option “All Day”, meaning that calls can be launched at any time of the day, as long as an agent runs the campaign.

  1. Select the “Timezone” for the campaign. The start and end dates will be according to the selected timezone, as well as the time range to launch calls.
  2. Choose how many times a number should be called again, after the first attempt is failed or missed. This number will only be enforced within this specific campaign.
  3. Assign the agents that should be able to run the campaign. It’s possible to have several agents running the same campaign concurrently.

Note: You can assign agents to the campaign later on, but no one will be able to start running the campaign if it doesn’t have any agents assigned to it.

  1. Finally, choose the object type you want to base your campaign upon. The following Salesforce standard record types are available: Leads, Contacts, Accounts, Cases, and Opportunities.

Note: When you choose Cases, the campaign will fetch the contacts related to the chosen cases and, when you choose opportunities, the campaign will fetch the Accounts related to the chosen opportunities.

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  1. After selecting the object type, you can choose any number of list views you have already created in Salesforce for that object.

Notes:

      • The records added will be deduplicated. Each record will be added only once, even if the record is part of more than one of the added list views.
      • You will not be able to add or remove records from a campaign, once it is created.

 

Editing a Campaign

Some of the campaign attributes can be edited by any user with permission to edit it, as long as the campaign hasn't finished yet.

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To edit a campaign, go to the “Talkdesk Campaigns” list and click on the edit button (pencil) next to the campaign you want to edit.

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On the edit wizard, you will be able to edit all Talkdesk campaign attributes, such as the dialing mode or agents assigned to the campaign. However, you will not be able to edit the object type on which the campaign is based, nor the records in the campaign. As the list of records in a Talkdesk campaign can not be changed after the campaign’s creation, you will not be able to add or remove Salesforce records from a campaign in edit mode.

 

Note: If you change the dialing mode for a campaign that includes calls with the “Completed” status; those calls will not be launched again. The dialing mode change only applies to Pending, Skipped, or Failed calls.

 

Dialing through a Campaign

To start dialing through a campaign, go to the “Talkdesk Campaigns” page, either by clicking on the Dialer button on a list view, or by selecting in the Talkdesk Campaigns Tab.

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Note: On this page, each agent will see only the campaigns to which they are assigned, and the calling hours will be shown according to the agent’s timezone.

 

  1. Click on the campaign name.

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  1. When in the campaign, click Start dialing.

Note: If the campaign is outside calling hours, or if it’s already finished, you will not be able to start it.

 

At any point in time, you can choose to pause and resume the campaign. This pause and resume will only be applied to the agent who paused it; all other agents will continue running the campaign.

When you click Stop, the campaign will end for all agents in that campaign.

 

General Notes and Considerations when using Talkdesk Campaigns

Permissions

  • When using the default modal, which is bound to Salesforce permissions, agents will only be able to see the record information in the campaign modal if they have access to that record in Salesforce.
  • The same is true regarding Create and Edit permissions assigned on the Talkdesk Dialer settings page: these permissions will only be effective on the Talkdesk Campaigns page, i.e., if the campaigns are created or edited through the Salesforce object navigation, these Talkdesk permissions will not be enforced.

Campaigns and dialing process

  • If all agents are removed from a campaign, the campaign cannot be started nor resumed until at least one agent is assigned to it.
  • In Preview mode, if an agent skips a record, that record will not appear again to that agent to be dialed. The skip action is specific to the agent.
  • Several agents can be dialing the same campaign concurrently, so if an agent skips a record, that record will only be skipped for that specific agent.
  • When a call is ongoing, the agent will not be able to Pause the campaign. The pause option is only available in between calls.
  • The “Delay between calls”, in Power dialing mode starts counting from the call end time, and not from the disposition log/dismiss moment.
  • An agent can only run one campaign at a time.
  • Outbound calls made through Salesforce Dialer don’t support transfers.
  • In Power dialing mode, if an inbound call is received, and less than 6 seconds are left before the next call, the dialer will still attempt that next call and fail, and only after it will pause. As such, it’s advisable not to use a delay between calls shorter than 6 seconds.

 

Reporting on Salesforce Dialer: Understanding Salesforce Dialer Data

Currently, there is no pre-set out-of-the-box reporting available for Salesforce Dialer, but Salesforce users can use standard Salesforce reporting functionality to build their own reports.

To start building reports using Salesforce dialer data, you will need to build a custom report type based on Salesforce Dialer objects and/or their auxiliary objects:

  • Talkdesk campaigns - object that stores data at the campaign level.
  • Talkdesk campaign calls - object that stores data about the calls from a specific Dialer campaign.
  • Talkdesk campaign agents - object that relates the assigned agents to a Talkdesk campaign.

Additionally, the call context data is available on the Talkdesk Activities object. For the specific Salesforce Dialer calls, a Talkdesk activity will be created for calls marked as Completed or Not Answered on the Talkdesk Campaign. The Salesforce Dialer will not create a Talkdesk activity record for calls on the Talkdesk Campaign when the call fails, is skipped, not dialed, or has an invalid number.

 

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