Placing and receiving calls

You can place, receive, and manage phone calls from the mobile app while activity is logged to Salesforce automatically.

Calls tab areas

When you open the Calls tab, you can use:

• Recents — Recent inbound, outbound, and missed phone calls; return phone calls from here.
• Favorites — Starred contacts you call often.
• Contacts — Search Salesforce for Leads, Contacts, Accounts, and other users; open a record for details, fields, actions, and favoriting.
• Keypad — Dial manually.
• Voicemail — List of voicemails; open one to play, delete, return the phone call, or send a message.

Make a phone call

You can start a phone call in several ways.

Use the keypad

1. Go to the Calls tab.
2. Select Keypad.
3. Enter a phone number.
4. Tap Call.

Use this when the number is new or not saved in a record.

Call from Recents, Favorites, or Contacts

1. Go to the Calls tab.
2. Select Recents, Favorites, or Contacts.
3. Open the contact or record.
4. Tap the phone number you want to call.

Use this for people you contacted recently, starred, or found in Salesforce.

What to expect

• Phone calls use VoIP.
• Your outbound caller ID may be selectable, depending on configuration.
• Phone call activity is logged to Salesforce automatically.

Receive a phone call

• Incoming phone calls use the native iOS call interface.
• You can answer even when the app is in the background or closed.

In-call controls

During an active phone call you can:

• Mute / Unmute — Turn your microphone off or on.
• Speaker — Play audio through the device speaker.
• Hold / Resume — Pause or continue the conversation.
• Keypad — Send DTMF tones for IVRs and extensions.

Manage multiple phone calls

• Hold — Puts the current phone call on hold so you can answer or start another.
• Swap — Switches between the active phone call and one on hold.
• Merge — Joins two phone calls into a conference.

Phone call transfers

• Warm transfer — Talk to the person you are transferring to before connecting them to the original caller.
• Cold transfer — Transfer immediately and end your participation.

Voicemail drop

Voicemail drop sends a prerecorded voicemail and ends the phone call automatically.

Phone call compliance

Before a phone call connects, the app checks rules such as Do Not Call (DNC) status, allowed calling hours, and blocked numbers so outreach follows regulations and company policy without manual checks.

If a phone call cannot connect, the app shows why so you can respond appropriately.