Salesforce - Power Dialer Workspace
Salesforce - Power Dialer Workspace
Problem: Sales reps had to move between lead and opportunity list views, full Salesforce records, Shopify checkout/order details, marketing engagement history, live chat context, notes, tasks, and phone actions to prepare for follow-up calls.
Solution: Built a custom Lightning Web Components workspace that centralizes lead and opportunity queues, owner and priority filters, selected-record quick views, guided click-to-dial controls, notes, tasks, stage updates, callback handling, and integrated customer context in one Salesforce screen.
Impact: Gave sales reps a single Salesforce workbench for prioritizing open follow-up, calling the current record, reviewing Shopify, Tidio, Klaviyo, and Aircall context, updating notes and stages, scheduling callbacks, and moving through the queue without opening multiple systems or Salesforce record pages.
Key features
- Lead and opportunity queues Displayed open follow-up records with owner, readiness status, stage, source, next task, and activity context.
- Owner and priority filters Helped users narrow the workspace by owner, record type, priority, and queue readiness.
- Selected-record quick view Showed important lead or opportunity details without requiring users to open the full Salesforce record.
- Integrated customer context Surfaced Shopify order and checkout details, Klaviyo engagement signals, Tidio or livechat context, Aircall call summaries, product context, source timing, notes, and readiness gaps beside the call action.
- Quick call workflow Provided click-to-dial actions from the selected record to support faster outbound follow-up.
- Guided call session Supported an active outbound workflow with current-record position, call-current action, skip and next-call controls, stop-dialing state, and live queue progress.
- Stage and status controls Allowed users to update sales progress and readiness state from the workspace.
- Callback and task handling Displayed overdue task details and supported scheduling follow-up callbacks without leaving the dialer.
- Dialer queue management Supported adding and removing records from the active calling workflow.
- Notes visibility Displayed notes and customer context alongside the call action.
- Callback and reminder handling Supported scheduled follow-up tasks, timed callback reminders, and calendar events so reps could return to records at the right time.
I built the LWC workspace, Apex-backed queue loading, pagination, owner scoping, priority sorting, filtering, selected-record state, guided dialing controls, record actions, callback handling, and stage/status updates that powered the lead and opportunity follow-up flow.
Privacy note: Because the original implementation contains client records, contact details, and business data, the portfolio preview uses recreated sample data while preserving the interface structure and workflow.