---
title: "Handle calls in 8x8 Work for Salesforce"
slug: "handle-calls-in-8x8-work-for-salesforce"
updated: 2026-08-02T15:57:28Z
published: 2026-08-02T15:57:28Z
canonical: "help.8x8.com/handle-calls-in-8x8-work-for-salesforce"
---

> ## Documentation Index
> Fetch the complete documentation index at: https://help.8x8.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Handle calls in 8x8 Work for Salesforce

With **8x8 Work for Salesforce**, you can manage calls directly within **Salesforce** without switching between applications. You can transfer calls to other users or queues, start three-way calls to include additional participants, place calls on hold, and record calls for reference purposes.

## Place calls

You can place phone calls from the **Phone** tab using the dial pad. You can also use click-to-dial from your contacts list or call log.

How you place and manage calls depends on your extension setup:

- **If your extension uses a softphone**: Log in to the [**8x8 Work for Desk.com** app](/support/docs/download-8x8-work-for-desktop), [8x8 Work for Web](https://sso.8x8.com/v2/login), or [8x8 Work for mobile app](/support/docs/install-the-8x8-work-for-mobile-app-on-your-mobile-device) to handle calls.
- **If your extension uses a desk phone**: Use the call control panel in the application to handle calls.

To call a number:

1. Log in to **8x8 Work for Salesforce**.
2. If using a softphone, also log in to the **8x8 Work** app.
3. In **8x8 Work for Salesforce**, dial the number or use click-to-dial from your contacts list or call log. ![place-call-dialpad.png](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/place-call-dialpad.png?sv=2026-02-06&spr=https&st=2026-11-03T21%3A13%3A43Z&se=2026-11-03T22%3A13%3A43Z&sr=c&sp=r&sig=HONKZ8tbHaKyTtsPE9zfnNe%2Bg1aUDy3qo%2BXMi3pBDgA%3D)
4. Your extension phone rings first. Accept the call in the **8x8 Work** app or on your desk phone.
5. A new case form appears. Add the call-related information. ![new-case.png](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/new-case(1).png?sv=2026-02-06&spr=https&st=2026-11-03T21%3A13%3A43Z&se=2026-11-03T22%3A13%3A43Z&sr=c&sp=r&sig=HONKZ8tbHaKyTtsPE9zfnNe%2Bg1aUDy3qo%2BXMi3pBDgA%3D)
6. Use one the following options:
  - **Cancel** or **X**: Closes the window without saving anything.
  - **Save & New**: Saves the current case and immediately opens a blank form to create another case.
  - **Save**: Saves the case with the information you entered.
7. Use the call controls to hold, add a call, transfer, record, or end the call. When the call ends, **Salesforce** automatically creates a task.

## Accept calls

When you receive a call, the call control panel pops indicating an inbound call. You can answer the call from your **8x8 Work for [Desk.com](http://Desk.com)**/Mobile/Web app or directly from the call card if you are using a desk phone.

![salesforce-integration-accept call.gif](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/salesforce-integration-accept%20call.gif?sv=2026-02-06&spr=https&st=2026-11-03T21%3A13%3A43Z&se=2026-11-03T22%3A13%3A43Z&sr=c&sp=r&sig=HONKZ8tbHaKyTtsPE9zfnNe%2Bg1aUDy3qo%2BXMi3pBDgA%3D)

## Hold and resume calls

While on an active call, you can place the call on hold. The other party listens to music while on hold.

1. To place a call on hold, click ![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/image-XPMHVVMN.png?sv=2026-02-06&spr=https&st=2026-11-03T21%3A13%3A43Z&se=2026-11-03T22%3A13%3A43Z&sr=c&sp=r&sig=HONKZ8tbHaKyTtsPE9zfnNe%2Bg1aUDy3qo%2BXMi3pBDgA%3D) in the call control panel.
2. To resume the call, click ![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/image-8Y6JLCE6.png?sv=2026-02-06&spr=https&st=2026-11-03T21%3A13%3A43Z&se=2026-11-03T22%3A13%3A43Z&sr=c&sp=r&sig=HONKZ8tbHaKyTtsPE9zfnNe%2Bg1aUDy3qo%2BXMi3pBDgA%3D).

## Add a call and merge calls

With multi-line calling, you can add a call, switch between active calls, and merge calls into a conference.

> [!NOTE]
> Note
> 
> The ability to make additional calls depends on your **8x8 Work** extension. The plug-in supports up to two lines.

To add a third party to an active call:

1. While on an active call, click the **More**![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/image-4SSTK010.png?sv=2026-02-06&spr=https&st=2026-11-03T21%3A13%3A43Z&se=2026-11-03T22%3A13%3A43Z&sr=c&sp=r&sig=HONKZ8tbHaKyTtsPE9zfnNe%2Bg1aUDy3qo%2BXMi3pBDgA%3D) icon.
2. Select **+ Add call**.
3. Select a contact, or use the search bar. -OR- Click the dialpad ![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/image-84V2H4VB.png?sv=2026-02-06&spr=https&st=2026-11-03T21%3A13%3A43Z&se=2026-11-03T22%3A13%3A43Z&sr=c&sp=r&sig=HONKZ8tbHaKyTtsPE9zfnNe%2Bg1aUDy3qo%2BXMi3pBDgA%3D) icon next to the search bar to type a number.
4. Notify the customer that they will be placed on hold.
5. Click ![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/image-NY03TTGE.png?sv=2026-02-06&spr=https&st=2026-11-03T21%3A13%3A43Z&se=2026-11-03T22%3A13%3A43Z&sr=c&sp=r&sig=HONKZ8tbHaKyTtsPE9zfnNe%2Bg1aUDy3qo%2BXMi3pBDgA%3D) or the call button on the dialpad to call. Your extension phone rings first.
6. Accept the call in the **8x8 Work** app or on your desk phone. The call now connects to the third party contact.
7. Once the call is established, click **More** ![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/image-XI4M6XXO.png?sv=2026-02-06&spr=https&st=2026-11-03T21%3A13%3A43Z&se=2026-11-03T22%3A13%3A43Z&sr=c&sp=r&sig=HONKZ8tbHaKyTtsPE9zfnNe%2Bg1aUDy3qo%2BXMi3pBDgA%3D) **> Merge**. ![merge-calls.png](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/merge-calls.png?sv=2026-02-06&spr=https&st=2026-11-03T21%3A13%3A43Z&se=2026-11-03T22%3A13%3A43Z&sr=c&sp=r&sig=HONKZ8tbHaKyTtsPE9zfnNe%2Bg1aUDy3qo%2BXMi3pBDgA%3D)
8. The calls are merged and the system indicates that you are in a conference call.
9. Click **End call**. This ends the call for all parties on the call.

A new task opens with the call log in the **Comments** section.

## Record calls

You have the flexibility to record calls on demand during a call. You can initiate, stop, and resume recording any number of times during a call.

> [!NOTE]
> Note
> 
> Call recording is available based on your extension.

To record a call:

1. During a call, click ![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/image-F1A20BOC.png?sv=2026-02-06&spr=https&st=2026-11-03T21%3A13%3A43Z&se=2026-11-03T22%3A13%3A43Z&sr=c&sp=r&sig=HONKZ8tbHaKyTtsPE9zfnNe%2Bg1aUDy3qo%2BXMi3pBDgA%3D) from the call control panel to begin recording.
2. Click **Stop** or click the![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/image-F1A20BOC.png?sv=2026-02-06&spr=https&st=2026-11-03T21%3A13%3A43Z&se=2026-11-03T22%3A13%3A43Z&sr=c&sp=r&sig=HONKZ8tbHaKyTtsPE9zfnNe%2Bg1aUDy3qo%2BXMi3pBDgA%3D) icon again to stop recording.

![stop-recording-call.png](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/stop-recording-call.png?sv=2026-02-06&spr=https&st=2026-11-03T21%3A13%3A43Z&se=2026-11-03T22%3A13%3A43Z&sr=c&sp=r&sig=HONKZ8tbHaKyTtsPE9zfnNe%2Bg1aUDy3qo%2BXMi3pBDgA%3D)

When the call ends, a new task opens with the call recording link listed in the **Comments** section. Click the link to download the recording.

You can also access your call recordings from the **Call Recordings** menu in your **8x8 Work** app.

![recording-link-salesforce.png](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/recording-link-salesforce.png?sv=2026-02-06&spr=https&st=2026-11-03T21%3A13%3A43Z&se=2026-11-03T22%3A13%3A43Z&sr=c&sp=r&sig=HONKZ8tbHaKyTtsPE9zfnNe%2Bg1aUDy3qo%2BXMi3pBDgA%3D)

![work-d-call-recordings.png](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/work-d-call-recordings.png?sv=2026-02-06&spr=https&st=2026-11-03T21%3A13%3A43Z&se=2026-11-03T22%3A13%3A43Z&sr=c&sp=r&sig=HONKZ8tbHaKyTtsPE9zfnNe%2Bg1aUDy3qo%2BXMi3pBDgA%3D)

## Transfer calls

You can transfer an active call to another **8x8 Work** extension or an external phone number. You can either speak to the recipient before completing the transfer (warm transfer) or transfer the call immediately without speaking to them (cold transfer).

### Perform a warm transfer

1. While on a call, inform the caller that you will transfer the call.
2. From the call control panel, click **Transfer**.
3. Do one of the following:
  - To transfer to an internal contact from the list or enter the name in the search box.
  - To transfer to an external number, click the dialpad ![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/image-ARU2OJ6G.png?sv=2026-02-06&spr=https&st=2026-11-03T21%3A13%3A43Z&se=2026-11-03T22%3A13%3A43Z&sr=c&sp=r&sig=HONKZ8tbHaKyTtsPE9zfnNe%2Bg1aUDy3qo%2BXMi3pBDgA%3D) icon next to the search bar, then enter the phone number.
4. Hover over the contact and click the **Warm transfer**![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/image-H1YVLMUP.png?sv=2026-02-06&spr=https&st=2026-11-03T21%3A13%3A43Z&se=2026-11-03T22%3A13%3A43Z&sr=c&sp=r&sig=HONKZ8tbHaKyTtsPE9zfnNe%2Bg1aUDy3qo%2BXMi3pBDgA%3D) icon.
5. After the second call connects, click **Transfer call**. ![transfer-call.png](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/transfer-call(2).png?sv=2026-02-06&spr=https&st=2026-11-03T21%3A13%3A43Z&se=2026-11-03T22%3A13%3A43Z&sr=c&sp=r&sig=HONKZ8tbHaKyTtsPE9zfnNe%2Bg1aUDy3qo%2BXMi3pBDgA%3D)

The call is transferred, and you are disconnected.

### Perform a cold transfer

1. While on a call, inform the caller that you will transfer the call.
2. From the call control panel, click **Cold transfer**.

The call is transferred without connecting you to the recipient.

## View call history

The **History** tab displays your recent incoming, outgoing, and missed calls. From this list, you can quickly return a call or remove entries you no longer need.

![history-tab.png](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/history-tab.png?sv=2026-02-06&spr=https&st=2026-11-03T21%3A13%3A43Z&se=2026-11-03T22%3A13%3A43Z&sr=c&sp=r&sig=HONKZ8tbHaKyTtsPE9zfnNe%2Bg1aUDy3qo%2BXMi3pBDgA%3D)

## View contacts

The **Contacts** tab displays your available contacts and internal extensions. You can search by name or extension to quickly find a contact and place a call directly from the list.

![contacts-tab.png](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/contacts-tab.png?sv=2026-02-06&spr=https&st=2026-11-03T21%3A13%3A43Z&se=2026-11-03T22%3A13%3A43Z&sr=c&sp=r&sig=HONKZ8tbHaKyTtsPE9zfnNe%2Bg1aUDy3qo%2BXMi3pBDgA%3D)