Settings, notifications, and troubleshooting

Settings is where you manage your profile, how inbound phone calls reach you, and other preferences for daily use.

You can:

• Route phone calls correctly based on availability.
• Control how your outbound number appears.
• Open account details and manage your session.

Settings

In Settings, you can manage:

• Profile — See your account information, including the name and email tied to your Salesforce login, so you confirm which account is active.
• Outbound number — Choose the number shown on outbound phone calls and messages when you have multiple numbers or need a specific caller ID.
• Availability — Switch between Available and Busy. When you are Busy, inbound phone calls are not sent to your device.
• Logout — End your session; you must sign in again to continue.

Notifications

Notifications surface inbound phone calls, messages, and voicemails. Tapping a notification opens the right screen so you can act quickly.

Inbound phone calls use VoIP push notifications. When a call arrives, iOS briefly wakes the app so it can present the native call interface. A backgrounded or suspended app is normal — iOS suspends apps automatically, and a suspended VoIP app uses negligible battery between calls.

Keep the app ready to receive calls

For reliable inbound calls on iOS:

• Leave the app installed and signed in. Swiping it away in the app switcher force-quits it; avoid doing this unless support asks you to as part of troubleshooting.
• After an overnight restart, a low-battery shutdown, or any other device reboot, unlock the phone at least once. If you rely on inbound calls, open the app once after unlocking to ensure it’s active.
• Keep notifications enabled for the app in iOS settings and tap Allow when the app requests notification permission.

Troubleshooting

When you cannot log in

• Confirm you chose the correct Salesforce environment (Production, Sandbox, or Custom Domain).
• Verify your username and password.
• Check that your network connection is stable.
• Close and reopen the app, then try again.

When phone calls fail or drop

• Check your internet connection (Wi-Fi or cellular).
• Set availability to Available.
• Confirm the destination is not blocked by compliance (DNC, calling hours, or blocked numbers).
• Wait a few moments and try again if the problem continues.

When messages do not send

• Confirm the phone number is valid and can receive SMS.
• Check whether the contact opted out of messaging.
• Check your network connection.
• Try sending the message again.

When notifications do not arrive

• Enable notifications for the app in device settings.
• Confirm you allowed notification permissions when prompted.
• Confirm the device is online.
• If the device restarted recently, unlock it and open the app at least once.
• Confirm the app is not force-quit. If you closed it from the app switcher, reopen it and sign in if needed.
• Set availability to Available in Settings.

If you toggled notification settings as part of troubleshooting, reopen the app immediately afterward. Do not leave it force-quit.