The Aloware Talk2 dialer integrates directly with Salesforce, allowing you to make and receive calls without leaving the platform. Features include call scripts, recording, transfers, voicemail drops, and other advanced telephony capabilities.
Getting started
Installation requirements
Before using the dialer, ensure:
The Aloware Call Center is installed in Salesforce
The utility is enabled in App Manager (for Sales Cloud - Lightning Sales)
Login process
When you first access the softphone in Salesforce, you'll be prompted to log in using your Aloware username and password. After entering your credentials, a Secret Login Code will be sent to your email as part of the two-factor authentication (2FA) process. Enter this code in Salesforce to complete the login.
This extra step helps ensure secure access to the Talk2 dialer every time you log in.
Making outbound calls in Salesforce
Locating the call button
Once set up, a phone button will appear in the lower-left corner of your Salesforce screen whenever a phone number is displayed.
Initiating a call
You can click the phone button next to a number in a list view.
Alternatively, navigate to a Lead or Contact record and click the Phone button associated with their phone number.
Selecting a line (if Applicable)
If you have not set a default outbound line in your Aloware user settings, you will be prompted to select a line before the call initiates.
If a default line is predefined in Aloware, the call will start automatically using that line.
Using the dialer
Clicking a contact's phone number launches the call and displays the Aloware Talk2 Dialer interface, which offers the same powerful features available in the Aloware Desktop, Mobile, and web applications.
Dial pad | Access numeric keypad for navigating phone menus and automated systems |
Add notes | Document important information during or after calls (saves to the contact record) |
Add tags | Apply categorization tags to organize calls and contacts for future reference |
Voicemail drop | Leave pre-recorded messages when reaching voicemail without waiting for the beep |
Mute/Unmute | Toggle your microphone on/off during calls |
Hold | Place the caller on hold while maintaining the connection |
End call | Terminate the current conversation |
Receiving inbound calls
When someone calls you, a popup notification appears on your screen, regardless of which Salesforce page you're currently viewing. This popup shows the caller's phone number, their name (if they exist in your Salesforce database), and which Aloware line is receiving the call.
You have two options:
Accept - answer the call to connect with the caller and access all dialer features
Decline - reject the incoming call (the caller will typically hear continued ringing or be directed to voicemail)
Advanced call management features
Conference calling | Add team members or external numbers to ongoing calls for multi-party conversations |
Call transfers | Perform warm transfers (speak to recipient first) or cold transfers (direct routing) with Ring Group selection options |
Call parking | Place calls in a virtual holding area that you or colleagues can retrieve later |
Call scripts | Access pre-written conversation guides during live calls to ensure consistency and compliance |
Contact integration | View detailed contact information or navigate directly to the caller's Aloware profile |
End call | Terminate the conversation with a single click |
Wrap-up status | Automatic post-call period for adding notes, tags, and dispositions (updates without manual refresh) |
Exiting wrap-up | Complete your documentation tasks to smoothly exit the wrap-up state |
Managing the dialer window
Customize your dialer placement for optimal workflow:
Pop-out - click the expansion icon (↗️) to detach the dialer from the Salesforce bottom bar and position it anywhere on your screen.
Pop-in - click the reduction icon (↘️) on the floating dialer to return it to its docked position
