Object preferences for incoming calls

On an incoming call, WorkDial searches Salesforce by phone number. The object preference order decides which record type appears first to the agent.

Step 1: Access object preferences

Open the App Launcher, select WorkDial Setup, then choose Object Preferences. You will see a list of supported objects, including Leads, Contacts, Accounts, Cases, and custom objects.

Step 2: Set the lookup order

Arrange objects in the sequence WorkDial should search.
Default example: Lead → Contact → Account → Case.
Alternative for customer-focused teams: Contact → Account → Case → Lead.
Save the configuration changes.

Note: This order determines what displays in the Smart Panel when an incoming number matches multiple records.

Step 3: Configure field preferences

Define which phone fields WorkDial checks within each object.
Contact example: Mobile, Work Phone, Home Phone.
Lead example: Primary Phone, Alternate Phone.
Add custom phone fields if the organization uses non-standard configurations.

Note: This enables WorkDial to resolve numbers stored in custom fields.

Step 4: Caller ID name configuration

Define how the caller’s name displays in the system.
Example format: First Name + Last Name.
Alternative format: Account Name + Contact Name.

This helps agents immediately identify callers and the associated accounts.

Best practices

Align object order with your business process: sales-focused teams prioritize Leads, service-focused teams prioritize Contacts and Cases.
Include custom fields if the organization does not use Salesforce standard phone fields.
Maintain consistent caller ID formatting across the organization.
Review preferences periodically as business processes evolve.

Troubleshooting

Call doesn’t resolve to any record: ensure the number uses E.164 format (+15551234567).
Wrong record appears first: adjust the lookup order in Object Preferences.
Custom phone field not working: verify the field has been added to the preference list.