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Country & Number Configuration

2 min read

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 #

  • WorkDial installed from AppExchange (done).
  • Twilio connected (SID & Auth Token saved).
  • At least one Twilio number purchased/available.

Where to Configure #

Salesforce → App Launcher → WorkDial → Setup → Numbers (or Sender IDs)

Your org may label this “Numbers,” “Sender IDs,” or similar in the WorkDial 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…).
  • 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 WorkDial 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 WorkDial 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 WorkDial permission set and is added to the WorkDial 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)
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