What Is Click to Dial in Salesforce?
Click to dial lets a user place a call by clicking a phone number in Salesforce. The CTI softphone dials the number straight away, with no typing, and links the call to the record it was started from, so the call can be logged against that Lead, Contact, Account, Opportunity or Case automatically.
How it works in Salesforce
Click to dial works on fields with the Phone field type. When a CTI softphone is connected, those numbers become clickable on record pages, list views and related lists. A click sends the number to the softphone, which starts the call and keeps a reference to the record.
Common setup checks:
- The phone fields your team actually uses are Phone-type fields, not text fields.
- The softphone appears in the utility bar of every Lightning app your users work in.
- Each user is assigned to the call center.
Because the call starts from a record, the CTI system knows exactly where to save the call log when it ends, which is why click to dial and automatic call logging work so well together.
Example
A rep opens a Contact, clicks the mobile number and the call starts in the softphone. When the rep hangs up and picks an outcome, the completed call appears on that Contact's activity timeline.
How 360 CTI handles it
360 CTI includes AI-powered click to call from any Salesforce phone field, with automatic call logging after each call. See the Salesforce Calling Solution.
Related questions
Follow-up questions
Is click to dial the same as click to call?
Yes. The two names are used for the same feature.
Why is a phone number in Salesforce not clickable?
The field is usually a text field rather than a Phone-type field, or the softphone isn't available in that Lightning app.
Does click to dial work in the Salesforce mobile app?
It depends on your CTI provider. 360 CTI supports calling from the Salesforce mobile app.
See how 360 CTI handles this in your Salesforce org.