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Overview

The Salesforce integration with Advanced Dialer enables enterprise customers to manage their dialing campaigns directly within Salesforce while leveraging the advanced capabilities of the Noetica dialer platform. This integration provides seamless list synchronization, call activities tracking, and embedded dialer functionality within the Salesforce interface.

Key Features

• Embedded Dialer Experience: Access Advanced Dialer directly within Salesforce Service Console
• List Synchronization: Sync contact lists from Salesforce to Advanced Dialer campaigns
• Activity Tracking: Automatic creation of Talkdesk Activities in Salesforce for all call interactions
• Real-time Data Sync: Immediate reflection of changes made in Salesforce to the dialer
• Campaign Management: Map Salesforce lists to specific Advanced Dialer campaigns

Prerequisites

Before configuring the integration, ensure you have:

Talkdesk Requirements

• Active Talkdesk account with Advanced Dialer enabled
• Talkdesk for Salesforce package installed
• Required Talkdesk applications from the Atlas Apps Marketplace:
  • Dialer Integrations Cards Tab
  • Dialer Integrations Preview Dialer

Salesforce Requirements

• Salesforce org with appropriate permissions
• Service Console app configured
• Panel width setting of at least 1000px (Advanced Dialer requires a minimum 1000px width)

Noetica Requirements

• Provisioned Noetica instance
• Entity, workspace, and campaigns created for Salesforce integration
• Appropriate field mapping between Salesforce and Noetica entities

Additional Resources

Knowledge Base Articles:

• Installing Talkdesk for Salesforce
• Configuring Talkdesk Workspace Embedded in Salesforce 

Demo: 

• Watch Demo Video here

Step-by-Step Configuration

Phase 1: Initial Setup and Provisioning

1.1 Talkdesk Account Setup

• Create or verify that your Talkdesk account is valid.
• Install required applications from the Atlas Marketplace.
• Configure agent accounts and verify capacity matches your contract.
• Set up call dispositions in the campaign configuration

1.2 Salesforce Package Installation

1. Install the Talkdesk for Salesforce package using the provided installation link
2. Configure Talkdesk Workspace Embedded in Salesforce
3. Navigate to Workspace → AppConnect App Menu to access both dialer apps
4. Under Settings → Users, select agents who need access to the Advanced Dialer
5. Verify "Advanced Dialer" appears in the secondary panel dropdown

1.3 Noetica Instance Configuration

During the onboarding process, Noetica will create:

• Entity: Configured with the same fields as Salesforce list members, using "External ID" as the unique identifier
• Workspace: Container for all campaigns and lists related to SF integration
• Campaigns: Where Salesforce lists will be created and managed

1.4 Support Case

To complete your Salesforce integration setup, please open a support case with our team and request the following configurations:

• Salesforce Dialer Activation: Enable dialer functionality within your Salesforce environment.
• Advanced Dialer Features: Activate enhanced dialing capabilities for Salesforce users.
• Automation Refresh: Restore and update all necessary background automations.

Our Talkdesk Customer Care Team will process these requests and ensure your integration is fully operational. Please include "Salesforce Integration Setup" in your case subject line for faster routing.

Phase 2: Integration Configuration

2.1 Voice Engineering Setup

The Talkdesk team will handle:

• SIP connectivity configuration
• Twilio number configuration and routing
• XConnect setup for number management
• Billing configuration and webhook setup

2.2 Middleware Configuration

1. Access the Builder app in your Talkdesk account.
2. Navigate to Builder > Integrations: Here, you can configure the Salesforce Integration to work with the Advanced Dialer. 

This will also be reflected in the salesforce side of the integration:

Phase 3: List Sync Configuration

3.1 Setting Up List Synchronization

In Salesforce:

1. Create a Dialer List with the following fields:
   • List Name: Descriptive name for your list.
   • Type: Set to "Dialing".
   • Priority: Set between 1-10.
   • Sync with Talkdesk Dialer: Check this option.

2. Configure records to be added:

• Object Type: Choose standard Salesforce object (leads, contacts, cases, accounts, opportunities)
• Lists: Select list views from the chosen object
• Dialing Order: Select field for record sorting (optional - not sent to Advanced Dialer)

In Talkdesk Middleware:

1. Go to Dialer > Integrations > Synced Lists.
2. Locate your Salesforce list in the table.
3. For Advanced Dialer lists:
   • Set Dialer Type to "Advanced Dialer".
   • Select the target Campaign from the dropdown.
   • Click Connect to Campaign.

3.2 Managing List Members

Adding Records:

• Records Tab: Manually add/remove specific records.
• Record Lists Tab: Add/remove entire list views.
• Lightning Flows: Use Salesforce automation (recommended for enterprise customers).

Field Mapping: The following fields are synchronized:

• First Name, Last Name.
• Phone Number (primary contact number).
• External ID (Salesforce ID).
• Priority, Timezone.
• External Provider, External URL.

Using the Integration

Embedded Dialer Interface

1. Access: Open Salesforce Service Console and ensure panel width is set to 1000px or greater
2. Dialer Status:
   • Closed/Hidden: Provides more space for conversations.
   • Open: Shows dialer controls but requires scrolling for some actions.
3. Call Management: All call handling is performed within the Conversations app.

Campaign Operations

Preview Calls:

• The agent receives notification of an available contact.
• Record details and campaign information displayed
• Agent initiates call manually

Predictive Calls:

• The system automatically dials based on campaign parameters.
• The agent receives connected calls directly.
• All call information is available in the interface.

Activity Tracking

The integration automatically creates Talkdesk Activities in Salesforce for:

• Connected Calls: Full call details, including talk time, dispositions, and notes.
• Not Connected Calls: System dispositions and attempt information (Preview mode only).
• Call Outcomes: Agent dispositions and system classifications.

Troubleshooting

Common Issues

Panel Width Error:

• Symptom: Error message asking to "resize window"
• Solution: Ensure Salesforce panel width is set to 1000px or greater

List Sync Failures:

• Symptom: Lists not appearing in Advanced Dialer
• Solution:
  1. Verify list mapping in Talkdesk middleware
  2. Check that the campaign exists in Noetica
  3. Refresh the Synced Lists page
  4. Ensure the list has valid records with the required fields

Missing Activities:

• Symptom: Calls not generating Salesforce activities
• Solution: Verify that the Advanced Dialer integration feature flag is enabled

Campaign Connectivity:

• Symptom: Cannot connect to specific campaigns
• Solution: Ensure campaigns exist in Noetica and workspace is properly configured

Error Scenarios

List Mapping Errors:

• "Must select a destination campaign from Advanced Dialer" - Select a valid campaign before connecting
• "Couldn't connect the list. Please try again" - Check list format and retry; detailed errors appear in Salesforce

Sync Status Issues:

• Not Connected: Mapping not completed or connection failed
• Connected: Successfully mapped and operational

Limitations and Considerations

Current Limitations

• Panel Width: Minimum 1000px required for proper functionality
• List Management: Lists cannot be deleted through Salesforce sync (only created and managed)
• Campaign Settings: Advanced campaign configurations must be managed in Noetica interface
• Record Editing: Individual record editing not supported through sync
• Multiple Phone Numbers: Currently supports one primary phone number per record

Data Sync Considerations

• Real-time Sync: Changes in Salesforce reflect immediately in Advanced Dialer
• Timezone Handling: Configure timezones in Noetica campaign settings, not through sync
• Deduplication: Based on External ID (Salesforce ID); additional deduplication by phone number available in Noetica

Best Practices

1. List Organization: Create separate Salesforce lists for different timezones
2. Campaign Structure: Plan campaign organization in Noetica before setting up sync
3. Field Consistency: Ensure entity fields in Noetica match Salesforce list member fields
4. Testing: Use the middleware interface to test list connections before full deployment
5. Monitoring: Regularly check the Synced Lists page for connection status updates

Support and Additional Resources

For technical issues or advanced configuration needs:

• Talkdesk Customer Care: Use standard support channels for integration issues
• Professional Services: For complex implementations and custom requirements
• Documentation: Refer to Talkdesk for Salesforce documentation for package-specific features

This integration provides a powerful solution for enterprise customers to maintain their Salesforce workflows while leveraging Advanced Dialer's capabilities for efficient outbound calling operations.