Smart Panel (agent workspace)

The Smart Panel is where agents handle every call, message, and note without leaving Salesforce. A guided tour of the workspace and its tasks.

WorkDial is a Salesforce-native CTI platform, and the Smart Panel is the agent’s workspace inside it. Everything needed during a call (the DialPad, the active-call controls, notes and dispositions, SMS and MMS, and the related Salesforce records) sits in one panel, so no agent switches tabs mid-call. This page is the tour; for the dial pad, recent calls, and in-call feature detail, see Smart Panel: search, dial pad & call features. Each section below links to its detailed guide.

Where to find it

The Smart Panel lives in the Salesforce Utility Bar in the WorkDial app. It has four working areas: DialPad (place and dial calls), Active Call (controls for the live call), Notes (capture context and set a disposition), and Related Records (the Lead, Contact, or Account the call is tied to).

In-call controls

Once a call connects, the panel shows the call control bar: mute, hold with hold music, cold transfer to an agent or queue, warm transfer with a merge step, and conference for multiple participants. When call recording is enabled, transfers and conferences are logged for review.

See: In-call controls.

Notes and dispositions

Agents type notes in the panel during a live call and choose a disposition (such as Connected, Left Voicemail, or Not Interested) when it ends. A wrap-up timer gives them a moment to finish before the next call, and everything saves to the record’s Salesforce Activity Timeline.

See: Taking notes & call dispositions.

SMS and MMS during a call

From the same panel, an agent can send an SMS or MMS mid-call: a follow-up link, a case number, or a document as MMS. Every message is logged to the Activity Timeline of the related Lead, Contact, or Case. US numbers require A2P messaging registration first.

See: Sending SMS / MMS during a call.

WorkDial matches the caller’s number against your Object Preferences and shows the matching Lead, Contact, or Account, with related Cases and Opportunities, on the right of the panel. If no record matches, the agent creates one and it links to the call automatically.

See: Accessing related records during calls.