Third Party Dialers
Salesloft offers two ways to integrate third party dialers with our platform, Voice Links and Webhooks. Both Voice Links and Webhooks are activated on a per-customer basis, so the team needs to reach out to their customer success manager to activate it.
What are Voice Links?
Salesloft provides a feature to integrate third-party dialers with our platform — "Voice Links".
When VoiceLinks are activated, the Salesloft dialer is replaced by a Voice Link. This will either be a tel:// or callto:// link, based on what the team admin selects. Please contact us with requests for the addition of other protocols.
All existing Salesloft phone numbers will be released and will cease to function when Voice Links are activated.
How Do Voice Links work?
Anywhere the user clicks in Salesloft that normally opens the Salesloft Dialer will instead open a small box with the number to be called. Users will be able to click the "Call" button to call using the third-party dialer.
A Voice Link includes numbers using E.164 formatting. The person ID, CRM ID, and action ID are also included if applicable. You can find this information in the data attribute on the DOM element for the link, which is useful if your dialer hooks in via a Chrome Extension:
<a href="tel://+14047134896" data-personid="26962" data-actionid="271088" data-crmid="0034600001Qk2h0AAB">Call</a>
Person ID is a unique identifier for any person added to Salesloft. You can use it to fetch Caller ID information or to specify which person the call should be logged to.
CRM ID is the unique identifier Salesloft uses to match a person to a CRM record.
The Action ID is the unique identifier given to steps on a cadence in Salesloft. You can find more information on how to use an Action ID here.
How to Log a Call
Users will have two options for logging calls. You should select the strategy that works best for the goals of the dialer integration.
1. Users can continue to log Salesloft calls as usual. The dialer will use VoiceLinks to make the call, but the logger will function as it normally does, allowing the user to input sentiments, dispositions, and custom fields.
2. Users can log calls using the third-party dialer application. Salesloft will not provide a way for the user to enter information about the call. Users can manually proceed to the next step, if running a cadence, but Salesloft will not log any activity. See Reading Calls, Getting Calls, and Creating Call Activity for more information on logging calls to Salesloft through our API.
If you choose the second option, the team admin must select the option to disable the call logger in the call settings page.
If a user is utilizing the Salesloft workflow to run a Cadence and the action_id created with the call matches their current open step, the front end recognizes the completion and advances to the next step automatically.
Skipping Call Steps
Users may occasionally be prompted to execute call steps when no phone number exists. A best practice here is to allow customers to skip the step.
Steps can be skipped by executing a DELETE API call to the Salesloft Tasks endpoint.
DELETE https://api.salesloft.com/v2/tasks/:id
- The id parameter is your task id and it is the only parameter you will need for this endpoint.
{
"id":TASK_ID
}
Suggested APIs for Integrations
| Endpoint Name | Required | Use Case |
|---|---|---|
| Calls | Yes | Used to log call in Salesloft. Include action_id when the user is executing a call step. |
| Caller ID | Yes | Returns the prospect’s name that the seller is calling if the number exists on a person record |
| Actions | Yes | Returns information about the cadence and step when a call is being made from a cadence. Used to progress a cadence step forward. |
| Call Dispositions & Sentiments | Yes | Returns the values that the dialer should give a user when they’re logging the call. |
| Notes | Yes | Used to log a note that a seller leaves about the call |
| Users | Yes | Returns user information about the seller |
| Cadences | No | Used to hydrate third party experiences about prospects in Cadences |
| Conversation Calls | No | Can be used to push a dialer recording into Salesloft |
| Person | Yes | Returns the full Salesloft Person record |
| Account | No | Returns the full Salesloft Account record if the prospect has been linked to an account |
| Cadence Memberships | No | Can be used to remove someone from a Cadence or only return prospects who are in Cadences |
CRM Logging
Salesloft dialer logs calls to the customer's CRM, creating a potential call duplication if a third-party dialer also logs to the CRM. To prevent duplication, you can disable Salesloft's CRM logging on the CRM settings page, or the third-party dialer can disable logging to the CRM.
What is Webhook Dialing?
Webhook dialing works very similarly to voice links. The biggest difference between voice links and webhooks is that voice links utilize the tel: protocol while webhooks require a POST endpoint that is provided to Salesloft from the third party application.
To set up webhook dialing, please reach out to Salesloft customer support to enable webhook dialing. Once enabled, a Salesloft admin can go into the Team Dialer settings to enter their endpoint.
Whenever a call is made from within Salesloft, the Salesloft Dialer will not begin the call but instead send the following information to the endpoint provided:
All examples were made from the same user calling 9735551234.
Direct Dial (Call that is made from Salesloft outside of a cadence):
Params:
{
"data": {
"user_guid":"b7a03c97-a67d-427c-ac59-ee13ca47a6db",
"tenant_id":104623,
"person_phone_number":"+19735551234"
}
}
Signature: e2efe54756c2dec49b8268e721c14e5a6ff4df89
Status Code: 201
If a call is made from a cadence:
Path: /api/webhooks
Params:
{
"data": {
"user_guid":"b7a03c97-a67d-427c-ac59-ee13ca47a6db",
"tenant_id":104623,
"person_phone_number":"+19735551234",
"person_id":148861791,
"action_id":964277205
}
}
Signature: e94401efe6309a242183a456347af0bea2286e72
Status Code: 201
Requirements
A POST endpoint that is provided by the third party vendor(dialer)that will be handling the calls
What is a Webhook Dialer?
A “Webhook Dialer” allows any customer to create a dialer integration with SalesLoft. This integration would be similar to how pass through calls work by making an API request to initiate a call. In this solution the SalesLoft Dialer interface would not have control over the call and all audio and call control would occur in the customer’s dialer of choice. At this point the customer could choose to build their own dialer and call logging integration or choose to use only a dialer integration and utilize the SalesLoft call logger.
How do Webhooks work?
Setup:
- Third party vendor provides the POST command to Salesloft
- Salesloft enables Webhooks on the back end and populates the Webhook with the POST command
Making a call:
- Sales rep would select the call button after the phone number is populated in the dial pad (number would be populated by either typing in the dial pad directly or by selecting a person from within a cadence / task)
- Once the call button is selected, the POST response listed in the Appendix is passed to the endpoint that the vendor provided
- The call will be managed by the Vendor’s dialer (call will begin in the vendor’s dialer), while the call logging (storing dispositions and sentiments) will be handled by Salesloft (call logging will be completed within the Salesloft web app or Chrome extension).
What do Webhooks offer?
- Starting calls from Salesloft into a third party dialer
- Call handling functionality (such as call hold, call transfer, conference, etc.) will be dependent upon the vendor’s offering
What do Webhooks not offer?
- Salesloft Dialer in-call functionality. The in call functionality would be managed by the third party dialer, which includes:
- Drop voicemail
- Live Call Studio (would utilize the vendor’s comparable call center solution)
- Salesloft call recording (call would be recorded and stored within the vendor’s platform, if the vendor offers call recording.)
- Salesloft Messenger
- Would need a Salesloft Dialer phone number associated with the user in order to use SMS, but because Webhooks is enabled the number will be managed by the third party vendor and not Salesloft.
How to Setup Webhook Dialer:
- The customer provides an endpoint that Salesloft will send the call payloads to whenever a call is made.
- A provisioning change is made by Salesloft Support to point the Salesloft Dialer to the third party endpoint provided by the customer.
- If the customer needs to update the endpoint in the future, it can be updated in their Dialer Settings page once Webhook Dialer is set up.
NOTE: All other Salesloft Dialer Settings will be disabled. Any Dialer settings should be adjusted from within the third party vendor’s settings.
Appendix
POST Response examples:
All examples were made from the same user calling 7327731031.
Direct Dial (Call that is made from Salesloft outside of a cadence):
Path: /api/webhooks
Params:
{
"data": {
"user_guid":"b8a01c97-b67a-417c-ac79-ee11ca47a6db",
"tenant_id":105633,
"person_phone_number":"+17327731031"
}
}
Signature: e2efe54756c2def49a8269e722c14f5a9ff3df99
Status Code: 201
If a call is made from a cadence:
Path: /api/webhooks
Params:
{
"data": {
"user_guid":"b8a01c97-b67a-417c-ac79-ee11ca47a6db",
"tenant_id":105633,
"person_phone_number":"+17327731031",
"person_id":148861791,
"action_id":964277205
}
}
Signature: e94401efe6309a242183a456347af0bea2286e72
Status Code: 201