Inbound Calls and Click-to-Call in Salesforce

Our Salesforce integration has long helped sales teams hit their outbound goals—letting reps power through call lists faster and more effectively without leaving their CRM. Now, we’re expanding that experience.

With our latest release, teams can not only run high-volume dial sessions, but also click any phone number in Salesforce to start a one-off call, and receive inbound callbacks with full visibility and control—including seamless routing, handling, and call dispositioning.

In this article, we’ll walk through what’s new, how it benefits your team, and how to get the update.

A Seamless Call Workflow—No Switching, No Gaps

If you use Salesforce and PhoneBurner together, you know how powerful the integration is for outbound dialing. But until now, reps often had to toggle between tools to return a quick call or answer an inbound callback—leading to missed connections and reduced visibility for managers.

This update eliminates those gaps and delivers a consolidated platform for inbound and outbound. 

Now, reps can:

• Click any phone number in Salesforce to start a one-off call—no dial session needed
• Answer inbound calls placed to PhoneBurner numbers, without leaving the platform, even when they’re not in a dial session
• Automatically log every interaction—call details, notes, outcomes—directly on the contact record

The result? A faster, more connected sales workflow with complete visibility for reps and managers alike.

Related: 7 Salesforce Strategies for Teams to Crush Their Sales Outreach

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What’s New in This Update

Here’s what’s included in the latest enhancement to the PhoneBurner Salesforce integration:

☎️ Click-to-Call from Any Phone Number Field

No need to start a full dial session. Reps can click on any phone number—on a lead, contact, or custom object—to instantly start a one-off call. Once complete, the call can be dispositioned, automatically logging the activity in the CRM.

✅ Live Inbound Call Handling in Salesforce

Whether reps are engaged in an active dial session or not, they can receive inbound callbacks directly inside Salesforce—with the caller’s information displayed instantly.

If the rep is mid-session, the current call can be placed on hold, transferred, or dispositioned, and the rep can seamlessly toggle between both calls without losing context.

👥 Call Groups (SimulRing)

Ensure someone’s always available to answer. Set up groups so inbound calls ring multiple users simultaneously.

🔁 Custom Call Flows

Route calls to the right team or individual using a press-to-route menu. “Press 1 for Sales,” “Press 2 for Support,” and so on.

📊 Inbound Call Reporting

View inbound call metrics alongside outbound activity to track volumes, responsiveness, and performance across your team.

Note: Click-to-call functionality is available to all customers using the Salesforce integration. Inbound call features are available to Premium customers and apply to callbacks on PhoneBurner numbers.

How to Get the Update

Setting up these new features is straightforward. Below, you'll find two short videos that walk you through everything you need to do—from enabling click-to-call and inbound functionality to adding an inbound tab (for premium users).

Part 1: Enable the In-App Phone

Ready to make one-off calls and handle callbacks like a pro? These steps activate click-to-call for all users and enable inbound functionality for Premium accounts using PhoneBurner-issued numbers.

Steps covered in this video:

1. Install the most recent PhoneBurner app
   → Get it from AppExchange 
2. Add users to the Call Center
   → Salesforce Setup → Call Centers → PhoneBurner Call Center → Manage Call Center Users
3. Create or update Softphone Layouts
   → Setup → Softphone Layouts → Customize caller info and controls
4. Add PhoneBurner CTI to your apps
   → Setup → App Manager → Edit your Lightning app → Add PhoneBurner as a Utility Item

Part 2: Add the Inbound Tab (Premium Only)

Premium users can enhance the integration with access to inbound call logs and voicemail messages—directly in Salesforce. Here’s how to enable it:

Steps covered in this video:

1. Create a Named Credential
   → Settings → Authentication Settings for External Systems → Create a New Named Credential for PhoneBurner (if you don’t already have one)
2. Add the Inbound Tab to your App
   → Go to/edit the Salesforce Lightning app used by your team → Navigation Items → Add Items → Inbound Calls

Need help? Contact [email protected]—we're happy to assist.

Ready to Take the Next Step?

Whether you're powering through a call list, returning a one-off callback, or handling valuable callbacks resulting from your outbound efforts—you can now do it all directly from Salesforce with PhoneBurner.

If you’re an existing customer, now’s the time to enable these updates and unlock a faster, more connected workflow.

If you’re new to PhoneBurner for Salesforce, this release makes it easier than ever to embed powerful outbound and inbound capabilities right into your Salesforce CRM.