Quick summary: If your team uses Salesforce and a separate business phone system, every call your team makes or receives involves a gap — no automatic logging, no screen pop, no click-to-dial. Dromlik, a cloud phone system with a native Salesforce integration, closes this gap: inbound calls surface the caller’s Salesforce record automatically, every call logs as an activity without manual entry, and outbound calls are made with one click directly from Salesforce. The integration works with Salesforce Sales Cloud and Service Cloud (Enterprise, Unlimited, Performance, or Developer Edition) and is included on Dromlik’s Orbit plan at €22/user/month (annual billing). Setup takes 30–45 minutes and is handled by the Dromlik team.
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 are built. But when the phone system and Salesforce don’t talk to each other, every call interaction 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, the agent has to manually create an activity in Salesforce, log the outcome, write notes while trying to remember details accurately, and link the record to the right contact
- Outbound calls require copying a number from Salesforce into a separate dialler app — a small step that multiplies across dozens of calls per day
- There’s no complete call history attached to each Salesforce contact — just whatever was manually logged, whenever someone remembered to do it
- Managers reviewing pipeline or support cases can’t see a full picture of what was discussed on recent calls
For a 10-person sales team making 30 outbound calls per day, the time wasted on manual logging alone is significant. Multiply by the number of inbound calls, the calls that were logged inaccurately, and the follow-ups that were missed because no activity was created — and the cost of a disconnected setup becomes clear.
Why Teams Choose Dromlik for Salesforce
Dromlik’s Salesforce integration is native — built directly into the platform, not a third-party connector or a Zapier workaround. The reasons Salesforce teams move to Dromlik:
Everything stays in Salesforce. Agents make calls, handle calls, and see call history without leaving the CRM. The phone system becomes part of the Salesforce workflow rather than a parallel tool that has to be managed separately.
Call logging is automatic and accurate. Activities are created by the system after every call — inbound and outbound, answered and missed — with the correct date, time, duration, direction, and outcome. No human error, no forgotten entries.
EU data hosting for GDPR-conscious teams. Customer call data — recordings, logs, contact details — is stored within the EU as standard. For teams in Ireland or elsewhere in Europe handling personal data under GDPR, this is a straightforward compliance requirement that US-hosted alternatives can’t satisfy without additional data transfer agreements.
Managed setup, no IT project. Dromlik configures the integration as part of onboarding. The OAuth setup, user mapping, contact type configuration, and call journaling rules are all handled by the Dromlik team — not left to the customer’s IT department.
Irish and international local numbers. For teams calling into specific markets, Dromlik provides local Irish numbers across 15 area codes, plus coverage in other markets. Outbound calls show a local number rather than an unknown or international one — meaningfully improving answer rates on prospecting calls.
What Dromlik’s Salesforce Integration 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 the agent says hello, they can see who’s calling, their company, their recent activity, and any open opportunities or cases.
For support teams, this means no “can I take your name and account number?” for existing customers. For sales teams, it means context on every inbound before the call starts.
Click-to-Call from Salesforce
Any phone number in Salesforce is clickable. One click initiates 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.
For high-volume outbound teams working through call lists or following up on leads, this removes meaningful friction from every dial.
Automatic Call Logging
Every call — inbound and outbound, answered and missed — logs automatically as an activity in Salesforce against the right contact or lead. Logged entries include:
- Date and time
- Call direction (inbound/outbound)
- Call status (answered, unanswered, missed)
- Duration
- Agent notes (added during or after the call)
- Recording link (if call recording is enabled)
No manual entry. No deciding whether to log a short call. No activity that exists only in an agent’s memory because they ran out of time before the next call.
Full Call Control Without Leaving Salesforce
Hold, mute, transfer, and Call Flip are all available from within the Salesforce interface. An agent handling an inbound support call can transfer to a colleague, put the caller on hold while checking a record, or flip the call from their desk to their mobile — without touching a separate phone app.
Auto Contact Creation for Unknown Numbers
When an inbound or outbound call comes from a number not yet in Salesforce, Dromlik can automatically create a new Contact or Lead record. The new record is created with the phone number pre-populated, ready for the agent to complete.
For prospecting teams making outbound calls to new numbers, this removes a manual step from the post-call workflow.
Data Synchronisation
Customer data synchronises automatically between Dromlik and Salesforce. Contact names appear on inbound calls across all Dromlik endpoints — desk phones, the mobile app, the browser client, and the desktop app — not just within the Salesforce screen pop. An agent answering on their mobile sees the caller’s name before they pick up.
How It Compares to Alternative Approaches
| Dromlik + Salesforce | CTI connector (e.g. Twilio Flex) | Manual logging | Personal mobiles | |
|---|---|---|---|---|
| Screen pop on inbound | ✓ | ✓ | ✗ | ✗ |
| Click-to-call from Salesforce | ✓ | ✓ | ✗ | ✗ |
| Auto call logging | ✓ | ✓ | ✗ | ✗ |
| Recording linked to activity | ✓ | ✓ | ✗ | ✗ |
| EU data hosting | ✓ | Depends on setup | N/A | ✗ |
| Local Irish numbers included | ✓ | Via SIP trunk | N/A | ✗ |
| AI receptionist for overflow | ✓ (+€100/month) | ✗ | ✗ | ✗ |
| Managed setup included | ✓ | ✗ (dev resource needed) | N/A | N/A |
| Per-user monthly cost | €22/user (annual) | Variable, often higher | €0 but hidden cost | €0 but hidden cost |
CTI connectors like Twilio Flex or Amazon Connect are powerful but require developer resource to configure and maintain. For teams without a dedicated Salesforce developer, the total cost of ownership — including setup, configuration, and ongoing maintenance — is significantly higher than a managed integration.
Salesforce Edition Requirements
Dromlik’s Salesforce integration requires:
- Salesforce edition: Enterprise, Unlimited, Performance, or Developer Edition
- Deployment: works with both Sales Cloud and Service Cloud
- Interface: Lightning Experience (uses Dromlik’s managed package) and Salesforce Classic (uses the Open CTI adapter)
Professional and Group Edition Salesforce accounts don’t support the API access the integration requires. If your team is on Professional Edition, speak to Dromlik’s team about options.
For Lightning Experience, Dromlik provides a managed package that installs into your Salesforce org. For Salesforce Classic, the integration uses the Open CTI adapter. Both are supported — the setup steps differ slightly between the two.
Setting It Up
Setup involves a one-time OAuth 2.0 configuration inside your Salesforce org — creating an External Client App, configuring OAuth scopes, and authorising the connection. The Dromlik team walks you through this as part of onboarding.
Total setup time is approximately 30–45 minutes, with most of that on the Salesforce side. Once authorised, the Dromlik team configures:
- Which Salesforce record types to match against (Contacts, Leads, Accounts)
- What gets logged after each call (activity type, recording link attachment, handling of unanswered calls)
- User mapping between Salesforce users and Dromlik extensions
Users with matching email addresses in both systems can be associated automatically. Others are mapped manually.
The full setup guide is available in Dromlik’s documentation.
Pricing
Salesforce integration is available on Dromlik’s Orbit plan:
| Nucleus | Orbit | |
|---|---|---|
| Monthly billing | €15/user/month | €27/user/month |
| Annual billing | €12/user/month | €22/user/month |
| Salesforce integration | ✗ | ✓ Native, included |
| AI Receptionist | +€100/month system-wide | +€100/month system-wide |
| Free trial | 7 days | 7 days |
Local Irish numbers from €5/month. Free number porting. No setup fees for standard onboarding.
See the full pricing breakdown.
Connect your phone system to Salesforce
The Dromlik team handles the Salesforce integration setup for you — screen pops, auto logging, click-to-dial, and recording links. Free 7-day trial on Orbit, no setup fees.
