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Salesforce
The platform WorkDial runs inside. Every call is a native object, governed by your flows and permissions.
One system of record
One system of record, not two.
Every other tool runs a second system of record. Your calls live in their cloud, and Salesforce gets a copy. WorkDial has one system of record. Calls, transcripts, and sentiment are native Salesforce objects from the moment they happen.
Salesforce · Twilio transport · WhatsApp · ValueText
Common question
What does it mean that WorkDial runs inside Salesforce?
WorkDial is a Salesforce-native CTI platform. Every other tool runs a second system of record: your calls live in the vendor's cloud, and Salesforce gets a copy to sync. WorkDial has one system of record. Each call is written as a native Call__c object directly inside your org. The transcript writes to Transcript__c, sentiment to Sentiment__c, and the recording reference to Recording__c. Nothing syncs in. There is nothing to reconcile. Other tools connect to Salesforce. WorkDial runs inside it.
The objects
Four native objects. One system of record.
Every call produces four records inside your Salesforce org. They are standard native objects governed by your permissions, your flows, and your reports. No copy to sync, no second store to drift.
01
Call__c. The call record: direction, duration, outcome, and linked record. Exists from the moment the call ends. No manual entry.
02
Transcript__c. The full transcript, written to the record and queryable the moment transcription completes. Not a link to an external page.
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Sentiment__c. The AI sentiment score, written directly to the record. Surfaceable in reports, dashboards, and flows without leaving Salesforce.
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Recording__c. The recording reference. You choose where the audio lives: 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.
Because these are native Salesforce objects, they inherit your org's sharing rules, field-level security, and permission sets. There is no second data model to govern.
See the AI objectsAutomation
Salesforce Flow triggers on call events directly.
Because Call__c is a native object, any Salesforce Flow or process you build can fire the moment a call ends. No webhook to manage, no middleware listening for events. Your automation runs in the platform you already own.
- Trigger on call outcome. Route a follow-up task to the rep when a call ends with a set outcome, using a standard record-triggered flow on Call__c.
- Escalate on sentiment. Flag a record for manager review when Sentiment__c scores below a threshold.
- Update the opportunity stage. Write a field on the related opportunity the moment a qualifying call is logged.
These are standard Salesforce flows on native objects. You write them in Flow Builder, in the org you already govern, with no new platform to learn.
Security and permissions
Security inherits the Salesforce model you already run.
WorkDial adds no second permission model. Your existing Salesforce sharing rules and field-level security govern the call records and their linked objects. One audit surface, not two.
sharing rules
Your org's sharing rules apply to call records
A rep sees the calls they own. A manager sees their team's calls. An admin sees everything. No configuration in WorkDial: it follows the Salesforce rules already in place.
field-level security
Field-level security governs what each profile sees
Restrict the transcript or sentiment field to managers only. Hide the recording reference from profiles without review rights. Standard Salesforce FLS on native fields.
one audit surface
Audit and compliance stays inside Salesforce
Salesforce field history and event monitoring cover the call objects the same way they cover any other record. There is no second vendor store to vet at audit time. See the full security posture.
Reporting
Reports run in Salesforce, on your own data, with no export step.
Because call records are native objects, every Salesforce Reports and Dashboards feature applies to them without any configuration or data export. Your pipeline report is already the call report.
01
Build a calls-by-outcome report the same way you build any Salesforce report. Call__c is a standard object in the report builder.
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Cross-object reports work out of the box. Relate call volume to opportunity stage, account tier, or lead source because the relationships are native.
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Sentiment trend dashboards run on Sentiment__c without any third-party analytics tool. The data is already there.
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Your reports show what happened, not what got typed. Every call logs itself. The gap between calls placed and calls in the CRM is zero.
Synced-integration tools give you a link or a proprietary object. Your Salesforce reports cannot join across the vendor boundary. WorkDial's data is already inside, so it can.
See the dialerWhat it touches
A short, honest list.
WorkDial runs inside Salesforce, so this is a small grid, not a connector marketplace. Live tiles use the accent.
live
Twilio
Bring your own account. It carries the call at carrier rates with no markup, and the recordings stay in the account you own.
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WhatsApp
WhatsApp voice through the same layer as your calls, routed and logged identically inside Salesforce.
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ValueText
The Salesforce-native messaging layer from the same team. Together: the complete native stack.
The boundary
Call records live inside Salesforce. One line leaves the org.
Call records and app logic are native Salesforce objects in your org. Recordings go where you choose: as native Salesforce Files in your own org, in your own Twilio, or in your own cloud storage. The only component outside the org is the transport that carries the call. It stores none of your data. That is the native-versus-integrated line.
Your Salesforce Call__c Recording__c Transcript__c Sentiment__c
transport
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Run your calling inside Salesforce.
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ValueText, the Salesforce-native messaging platform