Set your calling scope (single country vs. global), bring your Twilio numbers into Salesforce, and assign each number to a user or queue. Proper country/number setup ensures correct caller identification, clean routing, and successful outbound/inbound calls from day one.
Prerequisites #
- DialForce installed from AppExchange (done).
- Twilio connected (SID & Auth Token saved).
- At least one Twilio number purchased/available.
Where to Configure #
Salesforce → App Launcher → DialForce → Setup → Numbers (or Sender IDs)
Your org may label this “Numbers,” “Sender IDs,” or similar in the DialForce setup app.
Step-by-step #
1) Choose your calling scope (Country Configuration) #
- Open Country Configuration.
- Pick ALL to allow multi-country dialing.
- Ensure all phone fields in Salesforce use E.164 format (e.g.,
+1…,+44…).
- Ensure all phone fields in Salesforce use E.164 format (e.g.,
- Or pick a specific country (e.g., USA) for single-country operations.
- This simplifies routing and reporting when your team is local.
Why it matters: Incoming number resolution and outbound formatting depend on this. ALL = global reach; single country = simplicity.
2) Add/verify numbers (General Settings) #
- Confirm your Twilio numbers appear in the list (pulled automatically after you connected Twilio).
- For each number:
- Call Center Name: give it a clear label (e.g., US Sales, EMEA Support).
- Automatic Call Recording: enable if your policy requires it.
- Reply Message if No Answer: add a short voicemail/IVR message text if you want DialForce to play a message.
- CTI Language & CTI Voice Tone: choose the system voice for responses.
- Toggle Is Active ✅.
If numbers don’t appear, re-check your Twilio SID/Auth Token and that the number supports Voice.
3) Assign access (Access Settings) #
- CTI Access Type:
- User Based → the number belongs to one user (dedicated DID).
- Queue Based → shared number used by a team/queue.
- If Queue Based, you’ll see Routing Settings become available (priority, ring-all, timers). You’ll fine-tune routing in the Routing doc; for now just select the correct queue.
Tip: Prefer Queue Based for teams; it gives you flexible routing and coverage.
4) (Optional) Enable WhatsApp Voice on a number #
- If you plan to use WhatsApp Voice on this sender ID, ensure your WhatsApp Business setup is complete and the template/sender is approved.
- You’ll see the WhatsApp Call option in the DialPad when enabled for that number.
5) Save & smoke test #
- Click Save.
- Open the DialForce panel (Utility Bar) with an agent who has access to this number.
- Place a quick test call and confirm:
- Outbound call uses the expected caller ID.
- Call logs appear on the matching Salesforce record.
Best practices #
- E.164 everywhere: Store phone numbers with country codes (e.g.,
+15551234567). It prevents lookup mismatches. - Name your numbers: Use a clear naming scheme (US_Sales_1, UK_Support_1) for easier reporting and routing.
- Per-region numbers: For higher answer rates, use local numbers per country/region.
- Recording policy: If you enable auto-recording, document your consent/compliance process.
- Keep it simple first: Start with one or two queues and expand as teams grow.
Troubleshooting #
- My Twilio numbers aren’t showing: Reconnect Twilio (SID/Auth Token), confirm the number supports Voice, and that your Twilio account is paid, not trial.
- Can’t assign the number to a user/queue: Ensure the user has the DialForce permission set and is added to the DialForce Call Center in Salesforce Setup.
- Calls fail for some countries: If using ALL, confirm destination supports your Twilio number and that the Salesforce record stores the phone in E.164 format.
- WhatsApp option missing: Confirm WhatsApp Business configuration and that the sender/template is approved for that number.
Related (next steps) #
- Business Hours & Offline Routing (configure hours, after-hours actions, and agent offline rules)
- Object & Name Preferences (which records resolve first on incoming calls; how caller name displays)
- Routing Settings (skills/queues, ring-all, timers)
