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Click-to-Call from Salesforce
Click-to-Call from Salesforce

Save time placing calls with Groove’s click-to-call functionality from Salesforce.

Elijah Ezeji-Okoye avatar
Written by Elijah Ezeji-Okoye
Updated over a week ago

Note: This feature is only available to users with a Groove Dialer license.

Groove’s click-to-call functionality enables you to make calls from wherever you’re working in Salesforce by clicking on the Groove Phone Icon, enabling you to cut down on the number of clicks required to dial out to your prospects.

Required Configuration

Click-to-call functionality relies on two Groove features: the Groove Chrome extension and the Groove OmniDialer.

  • Groove Chrome Extension: The Groove Chrome extension is responsible for injecting the Groove Phone Icon into Salesforce. If you haven’t already, you can install the Groove Chrome extension by following these steps.
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  • OmniDialer License: A Dialer license if required for for the Groove Phone Icon to populate in Salesforce. Admins can assign users a Groove Dialer license through these steps; once a license has been assigned, users can install and set up the OmniDialer through these steps.

Salesforce Admin Note: The “Call Center” field on the user’s Salesforce User record must be empty for the Groove Phone Icon to surface.

Supported Fields for Click-to-Call

The Groove Phone Icon for click-to-call is supported on the following fields:

  • Standard “phone number” type fields on Contact, Lead, Account, and Opportunity records

  • Custom “phone number” type fields on Contact, Lead, Account, and Opportunity records

The Groove Phone Icon for click-to-call is not supported on the following fields:

  • Read-only fields

  • Fields other than “phone number” type fields (e.g. look-up fields, text fields, etc.)

  • Custom-built lightning web components

Clicking-to-Call

Once you have installed the Groove Chrome extension and the Groove OmniDialer, you should see the Groove Phone icon surface to the left of standard and custom phone number type fields on various Salesforce records.

Click the Groove Phone Icon to prompt Groove to push the phone number and corresponding contact information into the OmniDialer, at which point you can make your call by pressing “Call” in the OmniDialer.

When the Groove Phone Icon is clicked, Groove will push the phone number as well as some key contact information from Salesforce into the OmniDialer to help ensure you don’t miss out on any relevant insights into the person you’re calling. The following information will surface in the OmniDialer:

  • The name associated with the phone number, pulled from the “Name” field of the corresponding record

  • The values in the “Title” and “Account Name” fields, when applicable

  • When the call was initiated from a Contact: The highest-scored related record for the Contact, as determined by your profile's Related-to Lookup Logic setting

  • When the call was initiated from a WhatID record: That WhatID record (e.g. clicking-to-call from an Opportunity record should surface that Opportunity as the related record, regardless of whether it's the highest-scored Opportunity or not)

Instant Dial

If you’re making a bunch of calls from Salesforce back-to-back, cut down on the number of clicks necessary to dial out by enabling Instant Dial in your OmniDialer Settings. The “Enable Instant Dial” setting can be found user the “General” tab of OmniDialer settings.

With Instant Dial enabled, Groove will automatically initiate your call immediately after you click the Groove Phone Icon in Salesforce. This feature can be a powerful time-saving tool when you’re calling down a Salesforce report or list view.

Log Your Call

While the call is in progress or after it has concluded, you can fill in the Additional Call Logging fields your internal admin team has configured for your organization to ensure that the call is logged to Salesforce appropriately. The required fields for the call to log are marked with an asterisk.

Once the field values have been inputted, you can click the Log button in the lower-right corner of the OmniDialer to log your call. You should see a snackbar message at the top of your OmniDialer that either indicates the call logged successfully or that an error was encountered.

Your logged call will surface in Salesforce as a Task record that is attached to whatever records you had selected in the Log To field of the OmniDialer prior to pressing the Log button.

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