Sales Dialer Considerations for Sales Engagement

Sales Dialer

• Dialer features are available in Lightning Experience on the desktop only.
• No support in Experience Cloud sites.
• Users can now store up to 20 voicemail messages in Salesforce. Voicemail messages are limited to two minutes. The messages are saved as files in Salesforce, and they count toward your files storage quota.
• Call Monitoring is not supported in Salesforce Essentials.
• Outgoing calls are supported to the U.S. and Canada only. Puerto Rico is not supported.
• The Local Presence feature is only available in the U.S. and isn’t available in Canada.
• Permission set groups aren’t supported for Dialer permissions. Assign Dialer and Call Monitoring permission sets without using permission set groups.
• Dialer users can’t have Salesforce Voice permission sets or be part of a Salesforce call center.
• Phone numbers in dashboards can’t be directly called with Dialer.
• The utility bar supports only one Phone item at a time.
• Users can’t pop out (or pop in) the call panel from the utility bar during an active call.
• When users call a landline number that’s busy, Dialer ends the call without ringing or a busy signal.
• Deactivated call result values aren’t removed from the call panel. Delete any unneeded call result values instead.
• Users need the “Edit Task” permission to log calls. This permission isn’t automatically included with some profiles, so users with those profiles can make calls, but those calls aren’t logged.
• Users need a Dialer Inbound license to assign a number or access personal Dialer settings from the call panel.
• If you’re creating a sandbox from an org that already has voice calls, voice call records and voice call recordings are not copied over. To use Dialer in sandbox, you must enable it from Setup again.
• It isn’t possible to make or receive live calls with Dialer in sandbox environments. You can make test calls and test automation that occurs after a call is made, such as the log a call task. For more details, see “Test Dialer Features in Sandbox.”
• The records that can be added to call lists include leads, accounts, person accounts, and contacts. Call lists use the standard Phone field for these records.
• To use voicemail greetings, password protection can’t be required by default for content deliveries. From Setup, enter Content Deliveries in the Quick Find box, then select Content Deliveries. Ensure that Password protection is required is not selected. This feature is available only to users with outbound and inbound calling access.
• Dialer users with the voicemail drop feature can store up to 10 prerecorded voicemail messages.
• With call monitoring, you can listen to only one sales rep at a time, and only outbound calls are monitored. You can’t monitor calls that your sales reps receive. Monitored calls use double the minutes of a regular call, counting the call time for both the rep and manager.
• Dialer respects the Do Not Call field, and records with the field selected have one-click calling disabled.
• Call recordings are saved as files in Salesforce. An hour of recording takes up roughly 15 MB of storage space, and the same sharing rules apply to recordings as other files in Salesforce. Admins can delete call recordings from the Recording Management page in Setup.
• If required by law, users must notify the call recipient of call monitoring and/or recording and stop monitoring and/or recording upon request.
• Dialer doesn’t support Enhanced 911. Location information is not automatically shared over 911 calls.
• You can use Sales Dialer to make calls to or receive calls from the U.S. and Canada only.

• Phone numbers are subject to availability, and numbers from all area codes may not be available.
• Every inbound license is allowed one dedicated number. To change it, an admin can release the number, and the Dialer user can then reassign themselves another number. Admins can release and replace, at most, a single number for each user each month.
• Before a user can use a custom phone number, the user must enter a provided code to verify it. Phone numbers that use a directory can’t be verified.
• The same custom phone number can’t be used for multiple users.
• Phone numbers provided by Salesforce can be used only in association with Sales Dialer.

• If your org enabled Sales Engagement before Dialer, add the Phone item to the utility bar for the Sales Engagement app to use the feature. Orgs that already enabled Dialer have the item added to the utility bar automatically.
• Sales Engagement users can’t access the Call List feature from the call panel. This feature becomes part of the My List experience in Work Queue.
• To advance a cadence to the next step after a call, the call must be logged.