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How to Assign Calls Linked to Multiple Salesforce Records with Multi-Select

Use RingDNA’s Multi-Select feature to accurately assign calls to the correct Salesforce record when a number is associated with multiple leads or contacts. This ensures precise call tracking and follow-up.

  1. Navigate to the RingDNA Settings page to begin setting up the Multi-Select feature.

  2. Enable Require Agents to Select a Record, then click Save at the top right of the page. This enforces accurate call logging to the correct Salesforce record.

  3. During a Multi-Match event, you’ll see a Select a Caller drop-down menu when an incoming call is linked to multiple records. You can choose the correct lead or contact here.

  4. Click into the Select a Caller dropdown to review the available matches. Then select the correct record to ensure the call logs are accurate in Salesforce.

  5. If the correct record is not selected during the call, the Alerts tab will display a notification after the call ends. This reminds the user to complete the Multi-Match assignment.