Accessing related records during calls

During calls, WorkDial automatically retrieves related Salesforce records to keep agents in context, and lets you create a new record if none exists.

WorkDial searches Salesforce using the incoming phone number. The lookup sequence follows your configured Object Preferences (for example: Lead, Contact, Account, Case). The matched record displays within the Smart Panel during the active call.

On the right side of the Smart Panel, you see a list of related objects including Cases, Opportunities, Accounts, and Custom objects (if configured). Clicking any record opens its details within Salesforce without leaving the panel.

Creating a new record

If no match is found, select Create New Record:

  1. Choose the object type (Lead, Contact, Account, Case, or Custom Object).
  2. Complete the required fields (name, phone number, and so on).
  3. On save, the new record automatically links to the call.

Linking to existing records

During the call, manually link it to an existing record by using the search bar to locate the correct Salesforce record. Once linked, the call log appears within that record’s activity timeline.

Best practices

  • Configure object preferences beforehand so the most relevant record appears first.
  • Always review related records before creating new ones to prevent duplicates.
  • Train agents to link calls correctly for accurate reporting and a complete customer history.

Troubleshooting

  • Call not linked to any record: verify the number is stored in Salesforce in E.164 format (+15551234567).
  • Wrong record displayed: adjust your Object Preferences order.
  • Unable to create a record: confirm the user has create permissions for that object.