Caller ID & name field configuration

Configure how the caller's name appears to agents during live calls in WorkDial, mapping it from a Salesforce field so reps see who is calling.

Access caller ID settings

  1. In Salesforce, navigate to App Launcher → WorkDial Setup → Caller ID Settings (also found within Object Preferences).
  2. Select which Salesforce fields display caller information.

Choose name fields

For Contacts and Leads:

  • Default configuration uses First Name + Last Name.
  • Additional fields such as Title or Department can be added.

For Accounts:

  • Display Account Name alone, or combine it with Contact Name.

For Cases:

  • Show Case Number + Contact Name.

Example: instead of displaying only “John Smith,” the system can show “John Smith (Acme Corp)”.

Apply field combinations

Configure different display rules per object type:

  • Lead → First + Last Name
  • Contact → First + Last Name (Account)
  • Case → Case Number + Contact

Save & test

  1. Save the configuration.
  2. Place a test call to a Salesforce record.
  3. Verify the caller ID displays correctly in the WorkDial Smart Panel.

Best practices

  • Keep names short and uncluttered.
  • Use Case Number + Contact for support teams.
  • Combine Contact + Account for sales teams.
  • Standardize the format across the organization.

Troubleshooting

  • Caller shows as Unknown: verify the number exists in Salesforce and matches E.164 format.
  • Wrong field showing: confirm the field is included in Caller ID settings.
  • Custom field not working: verify field accessibility and preferences.