The Smart Panel is the central hub of our CTI dialer. It opens when you click the Phone icon, allowing you to make, receive, and manage both regular and WhatsApp calls—all directly inside Salesforce.
Search and Call #
Quickly find contacts by name or phone number.
Choose between:
- Normal calls using your business number, or
- WhatsApp Business calls directly from Salesforce.
This ensures faster outreach and consistent tracking of every customer interaction.
Dial Pad #
Manually enter a phone number to make a direct call.
Perfect for reaching out to new or unlisted contacts.
Recent Calls #
The Recent Calls section displays your last 20 call records, helping you reconnect instantly with previous contacts.
International Calls #
You can:
- Select a country from the dropdown to automatically apply its country code, or
- Select All, then manually enter the desired country code.
This makes it easy to manage global customer calls from one interface.
Search Object Based Filter Search across Salesforce objects—like Leads, Contacts, or Cases—to find names and numbers quickly.
Based on the selected object, relevant records appear for immediate calling.
CTI Numbers Dropdown #
- Here you can see all CTI Numbers assigned to you.
Call Features Section #
Call Features #
Stay in control of every interaction with built-in tools for live call management:
- Record calls for quality and training
- Take notes during the call
- View call duration in real time
- Mute, hold, or transfer calls to another agent
- Send SMS directly from the call window
- Add tags or link calls to Salesforce records
- End or continue calls without leaving the panel
Smart Panel Sections #
The Smart Panel includes multiple sections that simplify your call activities:
Logs #
View complete call history with time, duration,call recording, notes,assigned tags and call type.
Related List #
Access or create related Salesforce records linked to your call.
Conference #
Start or manage conference calls with multiple participants.
You can:
- Transfer to another agent or call center numbers
- Invite external agents using the nine-dot icon
- Enable/Disable Warm Transfer
- End or leave conferences anytime
Link Record #
Attach the call to any Salesforce object or record for accurate tracking.
Tags #
Categorize and color-code your calls using tags for easy organization.
SMS #
Send or view text messages related to your calls — attach files and reply instantly.
Feedback #
Collect quick feedback or notes after the conversation and save them for later reference.
Post-Call Actions #
Once a call ends, you can:
- Send a WhatsApp Call Request
- Make another regular call
- Create a Task or add notes
- Reopen the Smart Panel to review details
- Return to the home screen anytime
