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To automatically link an active call to the record that is in focus, you must enable the setting in custom settings:

  1. From Setup, click Home and search for Custom Settings.
  2. Alongside Settings click Manage.
  3. Click Edit.
  4. Click the Auto Link Focus Object check box.
  5. Click Save.

When this setting is enabled, the active call is linked to the record in focus. The agent can view a record for 5 seconds (default wait time) before the call is auto-linked to the record. Auto-linking will only work during an active call including wrap time. As soon as the call is released, the Link call to... button is available to the agents.

Note
titleFurther details about auto-linking behavior

When an agent makes or receives a new call, Salesforce doesn't start auto linking until the agent clicks to open a new record. This is because the record in focus may relate to a previous call and not to this one.

The following scenarios describe what happens when an agent receives or makes a call:

  • When a new call comes in, if a matching record is found, Salesforce pops it and links the call to that record. The call is linked to the record using the default popping and linking behavior configured for your account — not using auto-linking.
  • When a new call comes in, if no matching record is found and therefore no record is popped, Salesforce will not auto-link the call. The record in focus may relate to a previous call and not be related to this one.
  • When an agent makes an outbound call using Click to dial from a record, Salesforce links the call to that record. The call is linked using default Click to dial linking — not auto-linking. The same applies if the agent makes the outbound call using Connect.
  • When an agent makes a call by dialing a number in ContactPad rather than from the record in focus, Salesforce will not auto-link the call. The record in focus may relate to a previous call and not be related to this one.

Log a Call can auto link to only one record at a time, using either the Name field or Related To field depending on the type of record in focus.