This unit covers the admin functionality to enable Fastcall in the Salesforce Mobile app. By the end of it, you’ll be able to call and send messages using Fastcall in Salesforce Mobile. Your Fastcall account may need to be upgraded to use SMS capability. End-user training for SMS is found here.
First, users should install the Salesforce Mobile app.
Fastcall Mobile App
When you open the Salesforce Mobile app, you will find the Fastcall Mobile app integrated directly inside. From the bottom navigation bar, you can easily access both the Softphone and the Fastcall Control Panel.
The Softphone lets you place outbound calls instantly, no need to open a record first. Just tap the dialpad and start calling. It’s faster, more intuitive, and ideal for staying productive on the go.
The Fastcall Control Panel provides quick access to all your call activity, including active, on-hold, and missed calls, helping you manage your communication more efficiently from your mobile device.
If you don’t see the Fastcall Mobile app, or if you want to add the Softphone and Control Panel tabs to your personal app, go to Setup > Salesforce Navigation and add them under Navigation Menu Items.
Fastcall Quick Actions in Salesforce Mobile
Fastcall provides Lightning Actions—“Call” and “Conversations”—that you can add to your Salesforce Mobile page layouts for quick access.
Setup > Object Manager > Record type > Buttons, Links, and Actions
Setup > Object Manager > Record type > Page Layouts > Mobile & Lightning Actions
Fastcall Lightning Action in Salesforce Mobile
After adding the Fastcall Actions to the page layout, two buttons will appear: Call and Conversations.
Note: The user must dial with the Fastcall custom buttons. The phone number can be removed from the page layout to restrict the user to call only through the Fastcall buttons. If the phone number is left on the page layout, the user can still dial with her mobile phone.
User Experience Calling with Fastcall in Salesforce Mobile
There are three ways to make calls through Fastcall in Salesforce Mobile:
Softphone view
- Dial the number and the call will begin automatically.
Record view
- The Call button allows users to start a call directly from the record layout.
- Clicking the Conversations button takes the user to the Conversations list view. To make a call, the user have to click on the phone icon in the Conversation thread view.
All call methods work the same way: Fastcall rings on the mobile phone first. Once the user answer, the call to the record will start ringing.
The record sees this as an inbound call from the caller ID set in Fastcall.
Back in the User’s Mobile, the call shows as connected as an inbound call. When the call ends, the user can view the logged call, add notes, etc.
The Task in Salesforce
The call is logged with the call duration. Call recording is optional.
Caller ID and Device in Fastcall Settings
Tap the gear icon in the Conversations List or within a specific Conversation Thread view to access your settings instantly.
In the Fastcall User Settings, you can:
- Change the Default Mobile Device.
- Update your User Status.
- Enable or disable Voicemail.
- Enable or disable Call Recording.
If the Default Mobile Device is set to “None”, the user will have the option to change the Caller ID when they click the phone icon to start a call.
The caller ID is configured in Fastcall. The device is the user’s mobile phone set in Fastcall.
Fastcall caller ID and the click-to-call device can be set in Salesforce Mobile or the desktop.
Salesforce Mobile notifications alert users to inbound calls to a user’s mobile phone
A mobile phone can be added as a device and used for inbound calls.
Open Fastcall Settings > Devices, in OTHER DEVICES section, add a new device.
Add a label, Mobile device type and the phone number. You can also add an extension.
Then, in Fastcall Settings > Inbound Settings, add the device in the INBOUND ROUTING section.
An inbound route has the following properties:
- Receive calls in – select the device you just created; this is the device that will ring
- Simulring – you can set a secondary device to ring simultaneously as well. You’ll take the call on whichever device you pick up.
- Ring time – how long the inbound route will ring for, in seconds, before giving up.
- Require Key Press To Accept Call – this will require the user to press a key in order to accept the call.
- Time base routing – the times in between which the route is active.
How “Require Key Press To Accept Call” Works
When someone calls your phone number, you will hear an audio prompt saying:
- Press 1 to accept the call.
- Press 9 or hang up to reject the call.
For the Mobile Notifications, you should enable for Inbound calls, messaging, and missed calls.
Under Setup > Notification Delivery Settings, edit the “Mobile Call Notification”.
Inside the “Edit Delivery Settings”, make sure that Android and/or IOS apps are selected.
Note:
Fastcall does not control the mobile device. We can ring the mobile, but cannot control if the call is answered. We can also not control the voicemail on the mobile. If the call is sent to the mobile and the mobile voicemail answers, the voicemail will not be in Fastcall. Fastcall has an advanced ACD setting that requires a user to “press 1” to accept a call to her mobile phone. This setting is designed to avoid a user’s mobile phone voicemail.
Last updated: Fastcall v9.1.4, 2025-11-24