General settings

General settings let Salesforce admins control how WorkDial behaves during calls, from defaults to logging options that apply across the whole org.

Step 1: Open general settings

Navigate to App Launcher → WorkDial Setup → Phone Tab → Settings in Salesforce to access the toggles and dropdowns that configure global behavior.

Step 2: Configure key options

Auto Answer. Enable this to allow calls to connect automatically without agent input. It works well for high-volume call centers but should be used cautiously, since it may surprise agents who are not ready to take a call.

Call Recording. Toggle automatic recording for all calls. Recordings store securely within Salesforce and serve compliance, training, and quality assurance. Always verify local regulations on recording consent before enabling.

Panel Preferences. Customize what appears in the right-hand Smart Panel when a call connects. Options include:

  • Conference Tools (for adding or joining participants)
  • Related Records (cases, opportunities, accounts)
  • Link Records (associate the call to a new or existing record)
  • None (to keep the panel minimal)

Bell Notifications. Enable alerts for missed or unattended calls. This is useful when agents step away briefly, ensuring timely follow-up.

Offline Routing Number. When agents mark themselves offline, calls can forward to a backup number such as a mobile phone or answering service, maintaining availability outside Salesforce.

Skip Business Hours for Call Forwarding. When enabled, calls bypass business-hour restrictions if the agent chooses, supporting flexible or extended schedules.

Step 3: Save & test

Save changes and have an agent test with a live call to verify:

  • Recording functions (if enabled).
  • The Smart Panel displays the chosen preferences.
  • Missed call notifications trigger correctly.
  • Offline routing forwards to the selected number.

Best practices

  • Start with manual answer until your team adapts, then consider auto-answer.
  • Obtain legal clearance before enabling automatic recording.
  • Keep panel preferences minimal for new users, then expand as experience grows.
  • Reserve offline routing for critical roles rather than all agents.

Troubleshooting

  • Calls not recording: verify the recording toggle is active and the user holds recording permissions.
  • Missed call alerts not appearing: check Salesforce notifications and confirm the user’s browser allows alerts.
  • Offline routing not functioning: validate the forwarding number in Twilio and confirm it uses E.164 format (+15551234567).