Click to Dial actions provide a seamless way for your users to initiate calls to customers, suppliers and colleagues, directly from a message, with a single click. 

These actions are designed to work specifically in Salesforce Orgs equipped with a third-party telephony integration (CTI). The action won't appear to users without an assigned 'Call Center'. Please refer to Salesforce's documentation on Call Centers for further information.

To create a ‘Click to Dial’ action, follow these steps:

1. Navigate to the ‘Message Actions’ Tab (Act On It Lightning App > Application Settings > Message Actions) and click ‘New’.
2. Select the ‘Act On It Template’ Record Type, choose 'Click to Dial' from the available Action Templates, and select 'Next'.

Configure your action button with the following details:

• Action Label: Provide a meaningful name for the action (e.g., ‘Call Customer’, ‘Call Lead Owner’, etc.). Customize the button further by selecting an icon from the ‘Icon Selection’ section.
• API Name: Choose a unique name for the action, without spaces or special characters (except underscores). This name distinguishes between similar actions with a matching label.
• Is Active: If inactive, the button will be disabled for all new and existing messages.
• Is Available: If enabled, the Message Action will be visible in the Message Type Builder.

Click 'Next' to proceed.

Phone Field Selection:

1. Choose a data type.
2. Select from the list of available phone fields. Clicking a lookup field (with a '>>>' suffix) will provide access to the parent record's phone fields.
3. Click "Confirm" and "Save".

Your Message Action is now ready to be applied to any Message Type with a matching data type. Admins have control over which actions are accessible to users via their User Settings.