Table of Contents
This unit covers the functionality of 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.
First, download the Salesforce Mobile App from the App Store or Google Play and install it on your mobile device.
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 includes a recent conversations list, and allows you to place outbound calls instantly without opening a Salesforce record first. Simply tap the Dialpad icon to start a call. This streamlined experience makes calling faster, more intuitive, and helps you stay productive while 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, please contact your administrator.
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.
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 four ways to make calls through Fastcall in Salesforce Mobile:
Softphone view
- From the Conversations list view, select a conversation, then click the Phone icon in the conversation thread to place a call.
- Click the Dialpad icon to open the dialpad 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 with that record. 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 answers, the call to the record will start ringing.
The record sees this as an inbound call from the caller ID set in Fastcall.
On the user’s mobile device, the call is presented as a connected inbound call. When the call is completed, the user can view the logged call, add notes, and perform other follow-up actions.
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 on the desktop.
Mobile Device
A mobile phone can be added as a device to receive notifications for voicemails, messages, and missed calls.
Go to My Settings > Devices. You can edit the mobile device in the My Salesforce Profile section or add a new mobile device in the Other Devices section.
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 – 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. Not available for the Softphone. This setting helps prevent calls from being answered by the mobile device’s voicemail.
- Announce Caller Name – When enabled, Fastcall announces the caller’s name (when available) or phone number before connecting the call. This allows the recipient to identify the caller before answering the inbound call.
- Use Fastcall Caller ID To Forward – When enabled, Fastcall will dial the device using the selected phone number as the Caller ID instead of the incoming call’s From number. This may help prevent the call from being blocked due to a low call score.
- 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.
Salesforce Mobile Notifications
Salesforce Mobile notifications alert users to voicemail, messages and missed calls to a user’s mobile phone.
Under My Settings > Inbound Settings, enable notifications for voicemails, messaging, and missed calls.
Notes:
Salesforce Mobile notifications are not real-time. For a reliable mobile experience, the “correct” setup is an Inbound Route that includes both the User Phone and the ACD, with the Softphone enabled on both.
To ensure calls are handled correctly, Fastcall utilizes a “Press 1 to Accept” (Whisper & Accept) feature. This provides instant audio context (hearing the record name) and prevents personal mobile voicemails from intercepting the call, ensuring all interactions and voicemails remain securely logged within Salesforce.
Conversation Event Detail
Every call within a conversation is stored as a Conversation Event, allowing you to review all the information related to that specific interaction from a single location.
To view a Conversation Event, open a conversation and select any call event from the conversation timeline. The selected event is highlighted, and its details are displayed in a new screen.
The Conversation Event Detail view is organized into multiple tabs, making it easy to access all the information associated with the call:
- Details – View key call information, including the From and To phone numbers, call time, call type, call status, selected result, call duration, participants and notes.
- Participants – See everyone who participated in the conversation.
- Summary – View the AI-generated summary of the call, if Conversation Intelligence is enabled.
- Transcription – Read the complete call transcript when call transcription is enabled.
- Audio – Listen to the call recording. For dual-channel recordings, each participant’s audio is available on a separate channel for improved clarity.
The Conversation Event Detail provides a complete record of each call, making it easy to review interactions, access recordings, transcripts and more, after the call has ended.
Last updated: Fastcall v9.4.0, 2026-07-20