The Salesforce CTI Panel integration lets agents control Daktela calls directly within the Salesforce interface. It embeds a softphone into Salesforce, supports click-to-call, and pops the matching contact automatically on inbound calls based on caller ID, all without switching between systems.
Contact Daktela to have the integration activated before starting setup. An administrator then creates an XML configuration file (updating the adapter URLs to point at your Daktela instance) and imports it under Salesforce's Platform Tools > Feature Settings > Service > Call Center, then grants access to specific agents via Manage Call Center Users. The CTI panel itself is added as a Utility Item to your Salesforce app through Platform Tools > Apps > App Manager, where you select Open CTI Softphone.
For Salesforce Summer '24 and later, you must also add Daktela to trusted URLs: go to Advanced Setup > Security > Trusted URLs, create an entry for your Daktela instance, and ensure all CSP directives are allowed. Changes typically take approximately 5 minutes to apply in production.
Contact pop behaviour is configured under personal user settings and in the Screen Pop Settings of the Softphone Layout, where you can also extend searching beyond Contacts to Leads and Accounts.
