Salesforce User Training

Please follow the video below for a comprehensive overview of how to use ValPhone within Salesforce.

Welcome to the ValPhone for Salesforce training guide. This document covers the essential steps to get set up, make calls, send texts, and utilize advanced features within the ValPhone system.

🚀 Getting Started

1. Initial Setup

When you first launch ValPhone, you may see a login screen. This typically occurs at least once a week.

  1. Log in with your credentials.
  2. Refresh your browser once after logging in to load the true phone experience.
  3. Locate the Phone button in the bottom right corner of your Salesforce screen.

    Note: If you do not see the phone button, check your company documentation or ask a coworker to ensure your Salesforce user is set up correctly.

2. Activating the Phone

By default, the phone may state "Phone is unavailable" at the top right.

  • To receive calls: Click the unavailable status and toggle it to Available.
  • Microphone Permissions: The first time you use the device, click "Allow while visiting" when prompted to give the browser access to your microphone.

3. Manage Your Status

You can control your availability to stop incoming calls when needed:

  • Available: You are ready to receive calls.
  • Offline / Busy: Select these statuses to stop receiving incoming calls temporarily.

📱 Interface Overview

The ValPhone interface is divided into six main tabs:

| Tab | Function | | :--- | :--- | | Contacts | View and navigate to contacts. The phone "follows" your Salesforce navigation here. | | Active Calls | Manage currently active calls. | | Texts | View and manage text conversations. | | Recordings | Listen to voicemails and recorded calls. | | Keypad | Manually dial phone numbers. | | Settings | Adjust your user profile and preferences. |

📞 Calling Features

Making a Call

You have multiple ways to initiate a call:

  1. Click-to-Dial: Click the phone number directly on a Salesforce record (fastest method).
  2. Phone Button: Click the phone icon within the ValPhone widget.
  3. Keypad: Manually type a number in the Keypad tab.

During a Call

Once a call connects, you have several controls available:

  • Mute: Mute your microphone.
  • Transfer: Route the call to another user.
  • Minimize: You can minimize the call notification to continue working. To return to the call controls, go to the Active Calls tab.

Ending a Call & Dispositions

After a call ends (or if you hang up):

  1. Notes: Enter any relevant "Notes from the call."
  2. Disposition: Select the outcome (e.g., "Left Voicemail," "No Answer").
  3. Save: Click save to log the interaction.

💬 Texting Features

Sending Messages

  • Quick Text: On a Contact record, click the Text Icon to immediately open a conversation with that contact.
  • Context Awareness: Unlike the Contacts tab, the phone does not automatically follow you when you navigate Salesforce while on the Text tab. This is by design to help you focus on unread messages.

Group Messaging

To create a group chat:

  1. Go to the Texts tab.
  2. Click the Create (+) button.
  3. Search and select the first contact (and choose their specific number).
  4. Search and select additional contacts.
  5. Click Group Message to initiate the thread.

Managing Conversations

  • Mark All Read: Use this button to instantly clear all unread notifications.
  • Filters: Use the "Back" arrow to access filters. You can view:
    • Unread: Messages you haven't opened.
    • My Convos: Conversations you started and own.
    • Subscribed: Conversations you are watching/part of but do not own.
    • Pin It: Pin specific views (like Unread) so the phone always loads them first.
  • Templates: Use pre-made templates to send standard messages quickly.
  • Subscriber Management: Automate or manually adjust who receives notifications for specific conversations.

🔍 Search & Navigation

The search bar behaves differently depending on which tab you are currently viewing:

  • In Contacts Tab: Searching by phone number (e.g., 860...) will find the specific Contact Record (e.g., Jared Direct).
  • In Texts Tab: Searching by phone number will search through Text Conversations associated with that number.

⚙️ Additional Settings

  • Dark Mode: Save your eyes by enabling Dark Mode in the settings.
  • Custom User View: In Settings, you can edit your profile and adjust your availability times directly within Salesforce.
  • Recordings: Use the Recordings tab to play back call recordings or voicemails directly in the widget.

❓ Support

If you need further assistance:

  • Documentation: Search for specific guides (e.g., "How to Text") on the documentation page.
  • Contact Support: Phone numbers and emails for support are listed directly on the homepage.