Phone System for Salesforce: Dromlik Integration Guide

The Problem With Disconnected Phone and Salesforce Setups

For sales and support teams running on Salesforce, the phone is where deals move forward and customer relationships get built. When the phone system and Salesforce don't talk to each other, every call creates friction:

• An inbound call arrives with no context — the agent doesn't know who's calling until the customer introduces themselves

• After the call, someone has to manually create an activity in Salesforce, log the outcome, and write notes from memory

• Outbound calls mean copying a number from Salesforce into a separate dialler — a small step that multiplies across dozens of calls a day

• There's no complete call history attached to each Salesforce contact, just whatever was manually logged, whenever someone remembered

• Managers reviewing pipeline can't see a full picture of what was actually discussed on recent calls

For a busy sales team, the time lost to manual logging alone adds up fast — and that's before counting the follow-ups that never happened because no activity got created in the first place.

What the Integration Actually Does

Call Screen Pops

When an inbound call arrives, Dromlik matches the caller's number against Salesforce records — Contacts, Leads, and Accounts — and surfaces the matching record automatically in the agent's browser. Before anyone says hello, staff can see who's calling, their company, recent activity, and any open opportunities or cases.

Click-to-Call from Salesforce

Any phone number in Salesforce is clickable. One click starts the call through Dromlik — no switching to a separate dialler, no manual dialling, no risk of misdialling. The call starts immediately from the agent's Dromlik app on desktop, browser, or mobile.

Automatic Call Logging

Every call — inbound and outbound, answered and missed — logs automatically as an activity in Salesforce against the right contact or lead, including date, time, direction, status, duration, notes, and a recording link if call recording is enabled. No manual entry, and no activity that only exists in someone's memory because they ran out of time before the next call.

Full Call Control Without Leaving Salesforce

Hold, mute, transfer, and call flip between devices are all available directly from the Salesforce interface, so an agent can handle a call fully without touching a separate phone app.

Auto Contact Creation for Unknown Numbers

When a call comes from a number not yet in Salesforce, Dromlik can automatically create a new Contact or Lead record with the number pre-populated, ready for the agent to complete — removing a manual step from prospecting workflows.

Data Synchronisation Across Endpoints

Contact names appear on inbound calls across every Dromlik endpoint — desk phones, mobile app, browser, and desktop app — not just inside the Salesforce screen pop. An agent answering on mobile sees the caller's name before picking up, same as they would in the browser.

Why Teams Choose Dromlik for Salesforce

Dromlik's Salesforce integration is native — built directly into the platform, not a third-party connector or a workaround:

• Everything stays in Salesforce. Agents make and handle calls, and see call history, without leaving the CRM.

• Call logging is automatic and accurate. Activities get created for every call with the correct details — no human error, no forgotten entries.

• Hosted in Singapore. Dromlik's system is hosted locally in Singapore, keeping call data and infrastructure close to home rather than routed through an overseas data centre.

• Managed setup, no IT project. OAuth configuration, user mapping, and call journaling rules are handled as part of onboarding, not left entirely to your own IT team.

• Local Singapore numbers included. Outbound calls show a local Singapore number rather than an unknown or international one — meaningfully improving answer rates on outbound calls.

Salesforce Edition Requirements

• Salesforce edition: Enterprise, Unlimited, Performance, or Developer Edition

• Deployment: works with both Sales Cloud and Service Cloud

• Interface: Lightning Experience (via Dromlik's managed package) and Salesforce Classic (via the Open CTI adapter)

Professional and Group Edition Salesforce accounts don't support the API access the integration needs — if your team is on one of these, it's worth a conversation about options.

Setting It Up

Setup involves a one-time OAuth 2.0 configuration inside your own Salesforce org — creating an External Client App, configuring OAuth scopes, and authorising the connection. Total setup time is approximately 30-45 minutes, most of it on the Salesforce side, and the Dromlik team walks through it as part of onboarding rather than leaving it entirely to your own IT department.

Once authorised, configuration covers which Salesforce record types to match against, what gets logged after each call, and mapping between Salesforce users and Dromlik extensions — users with matching email addresses in both systems can be associated automatically.

Getting Started

The Dromlik team handles the Salesforce integration setup as part of onboarding — screen pops, auto logging, click-to-dial, and recording links, without needing a dedicated developer on your side. If you'd like to see it running against your own Salesforce org, we're happy to walk you through it.

Pricing

Salesforce integration is included on Dromlik's Orbit plan, alongside HubSpot and Zoho CRM integrations:

Local Singapore numbers from S$12/month with free porting, no setup fees. See the full pricing breakdown.