The Architecture

Salesforce CTI, built native.

Other tools connect to Salesforce. WorkDial runs inside it, a Salesforce-native CTI platform where calls, recordings, and AI analysis are written as native Salesforce objects from the moment they happen.

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Voice · WhatsApp voice · AI call analysis · all inside Salesforce

workdial · salesforce
Common question

What is Salesforce-native CTI?

Voice calls, WhatsApp voice, and AI call analysis run inside Salesforce, not connected to it from the outside. Calls are written as Call__c, the recording as Recording__c, transcripts as Transcript__c, and sentiment as Sentiment__c, with the recording audio kept where you choose. There is no middleware, no second system of record, and no external copy of your call data to sync or reconcile.

ValueText

Built by the team behind ValueText, the Salesforce-native messaging platform, rated 4.97 stars across 116 AppExchange reviews.

01The second system of record

What breaks when the call lives outside Salesforce?

Every other CTI tool runs a second system of record: the call, recording, and AI insight are born in the vendor's cloud, then synced into Salesforce as a copy. Salesforce ends up the destination, not the source.

A pipeline you cannot trust

The call lives in the vendor database and Salesforce gets a copy. You run two systems of record for one conversation. The forecast reflects what synced, not what happened.

Sync failures, silent gaps

Middleware drifts, fails quietly, and leaves gaps between the two systems. Nobody notices until a report is wrong or a deal is missed because the call never logged.

Automation that does not fire

Salesforce Flow cannot trigger on a call event that never became a native record. The automation you built for call outcomes, sentiment, or routing does not fire.

Your conversations in someone else's cloud

Your most sensitive data, the conversation itself, sits in a vendor database under separate rules you also have to govern. That is a second security perimeter, not a simpler one.

02Native vs integrated

Native or integrated: what is the difference?

Integrated tools connect to Salesforce from outside. WorkDial inverts that: the call is a Salesforce record from the start, not a synced copy. See native vs integrated CTI and the comparison.

Capability
Integrated CTI
WorkDial
Manual logging
Where call data livessource of truth
Vendor cloud
Native Call__c
Rep memory
Sync to reconcilemiddleware between systems
Required
None
None
Salesforce Flow on call eventstrigger on a new call or sentiment
Security modelwho governs the conversation
Second model
Inherits Salesforce
Salesforce
External customer data storea copy outside your org
Vendor holds it
None
None

Where does your call data actually live?

Call data is written as native Salesforce objects. Your recordings go where you choose: as native Salesforce Files in your own org, in your own Twilio, or in your own cloud storage. WorkDial keeps no copy of its own. The only component outside Salesforce is the telephony transport that carries the call, and it stores none of your data. See how native security works, and why WorkDial runs inside Salesforce instead of integrating with it.

03What runs inside Salesforce

One platform, three capabilities, all inside Salesforce.

Each capability has its own page: the Salesforce dialer, WhatsApp voice calls, and AI call analysis. All three write to the same native objects, so the architecture here holds for each. Book a live walkthrough.

01 · voice

Salesforce dialer

The WorkDial dialer panel open on a Salesforce record

Click to call from any record. The call is logged as Call__c and the recording as Recording__c. Inbound routing and call-center handling are a mode of the same voice layer.

Call__cRecording__c
 02 · whatsapp voice

WhatsApp calling

The WorkDial dialer panel with a WA Call button for a WhatsApp voice call on a Salesforce record

WhatsApp voice calls placed and logged inside Salesforce, written to the same objects as any other call. One calling layer, two channels.

one voice layer
 03 · ai analysis

AI call analysis

An AI call summary, transcript, and sentiment on a Call__c record

Transcripts, sentiment, and summaries written to the record as Transcript__c and Sentiment__c, queryable the moment the call ends.

Transcript__cSentiment__c

04A pipeline you can trust

Every call logs itself. Your reports show what happened, not what got typed.

When the call is a Salesforce record from the moment it happens, nothing syncs in, nothing breaks, and nothing needs reconciling. The pipeline is complete because there is no second system to fall behind.

Flow triggers on call events

Salesforce Flow fires directly on a new call, a sentiment value, or a transcript. No middleware in between, no polling, no delay.

how Flow fires on call events

Reports on the same data, no export step

Calls, outcomes, and sentiment are standard Salesforce fields. They report alongside the rest of your pipeline without an export, a connector, or a third tab.

CTI dashboards without an export step

One security model, not two

Sharing rules, permission sets, and field-level security already govern the data. You choose where recordings live. WorkDial keeps no external copy of its own.

how security works

05The complete stack

WorkDial is the voice layer of Salesforce. ValueText is the messaging layer. Together they are the complete communication stack, native to Salesforce.

WorkDial is buyable on its own at published pricing. Add ValueText as the complete stack when you want messaging in the same org.

Your Salesforce
WorkDial voice · whatsapp voice · ai
ValueText sms · whatsapp · messaging
One Salesforce org with WorkDial voice and ValueText messaging on the same record: the split inbox
salesforce · one org

Questions

Salesforce CTI, answered

What is Salesforce CTI?
Salesforce CTI (computer-telephony integration) connects phone calls to Salesforce so reps can call from a record and have the call logged against it. Most CTI tools integrate with Salesforce from the outside. WorkDial is the native kind: the call and its data live inside Salesforce as native objects.
Is WorkDial a Salesforce softphone?
Yes. WorkDial docks a softphone inside the Salesforce record, so reps place, take, and log calls without a second window or a synced copy.
What is the difference between native and integrated Salesforce CTI?
An integrated CTI keeps the call and its data in the vendor database and syncs a copy into Salesforce through middleware. A native CTI writes the call directly to Salesforce as the source of truth. WorkDial is native: no middleware, no sync to reconcile, and no external customer data store.
Is WorkDial really native, or an integration?
Native. Calls are written as Call__c, recordings as Recording__c, and AI analysis as Transcript__c and Sentiment__c, all inside your Salesforce. The only component outside Salesforce is the telephony transport that carries the call, and it stores none of your data.
How does WorkDial relate to Salesforce Open CTI?
WorkDial's dialer runs on Salesforce Open CTI today, the framework Salesforce provides for building telephony into Lightning and the one the whole Salesforce CTI category runs on. Salesforce is retiring Open CTI on February 28, 2028; WorkDial is committed to migrating to Salesforce's supported path before that date. That migration is separate from where your data lives: calls write to native Salesforce objects now and will keep doing so after the move.
Does WorkDial replace a separate call center platform?
For Salesforce-first teams up to about 50 seats, WorkDial handles inbound and outbound calling, routing, recording, and AI analysis inside Salesforce. It is not built to replace dedicated 500-seat contact-center suites with advanced workforce management. It is honest about that boundary.
Does Salesforce CTI from WorkDial include AI?
Yes. Transcripts are included on Core. Full AI call analysis, sentiment and summaries, starts on Professional at $59 per user per month billed annually, written to native Salesforce objects.
Which Salesforce editions and clouds does it work with?
WorkDial installs as a managed package and runs on Salesforce Sales Cloud, Service Cloud, or both, on editions above Essentials. Because it is native, it inherits the org's permissions and sharing model rather than adding a separate one.
What does it cost to run Salesforce CTI with WorkDial?
Plans are per user, per month: Core $28, Professional $59, and Enterprise from $99, billed annually. Telephony is bring your own Twilio at no markup, so you pay carrier rates directly with no minutes margin.

Common questions

Sourced answers to the questions buyers ask.

Short, cited answers to the Salesforce CTI questions teams work through before they choose. See all answers.

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4.97★ across 116 AppExchange reviews · from the team behind ValueText, the Salesforce-native messaging platform