How to add the CTI dialer

Add the CTI softphone utility to a Salesforce app so agents can make and receive calls from inside the platform, without leaving the record in view.

Step 1: Open App Manager

Go to Salesforce Setup, then use the Quick Find box to search for App Manager.

Salesforce Setup with App Manager highlighted in Quick Find and the Lightning Experience App Manager list.

Step 2: Edit your app

Locate your target app and select Edit.

Step 3: Add the utility item

Navigate to the Utility Items tab, click Add Utility Item, and choose Open CTI Softphone.

Step 4: Configure the settings

Configure these settings:

Label:               Enter preferred name
Panel Width:         360
Panel Height:        530
Start Automatically: Checked

Utility Items configuration panel for the Open CTI Softphone item, showing the Label, Panel Width, Panel Height, and Start Automatically settings.

Step 5: Save

Click Save to finalize the setup.