Add the dialer to the app menu

Add the WorkDial dialer to your Salesforce utility bar as an Open CTI Softphone utility item, so agents can open it from any page in the app.

Open App Manager

  1. Click on the gear icon in Salesforce and select Setup.
  2. In the Quick Find box, search for “App Manager” and select it.
  3. Choose the app name that fits your business use case (make sure it is a Lightning app) and click Edit.

Salesforce Setup Lightning Experience App Manager, the list of Lightning apps where you select yours and click Edit.

Add the utility item

  1. Navigate to Utility Items (Desktop Only) and click Add Utility Item.
  2. Select Open CTI Softphone from the options.

The Add Utility Item menu in App Settings, with Open CTI Softphone selected.

Configure the properties

  • Change the Label to reflect your business requirement (for example, “WorkDial Dialer”).
  • Set the Panel Width to 360 pixels and the Panel Height to 530 pixels.
  • Check the box for Start Automatically to launch the dialer on app load.

Utility Item Properties for the softphone: Label, Icon, Panel Width 360, Panel Height 530, and Start automatically checked.

Save and verify

  1. Click Save to apply the changes.
  2. Verify the dialer appears in the app menu for the selected app.

This configuration gives agents direct access to the dialer within your Salesforce environment.

Make your first call

After signing in, go to the app where you added the dialer and make a call by searching for a record or entering a phone number.

Note: Based on your country selection, you can either include the country prefix or skip it.