Gryphon ONE for Salesforce - Agent Guide

Last Updated: December 19, 2025

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Purpose

This guide is intended for frontline agents using Salesforce to certify contacts, initiate compliant outreach, and document call activity.

Overview

Gryphon ONE for Salesforce enables agents to verify compliance status and make compliant calls directly from Salesforce, utilizing real-time certification and click-to-dial functionality.

Viewing Certification Status

Certification status is displayed within the Gryphon ONE Certification component on Salesforce records and supported list views.

Certification results may appear as:

• OK to Contact
• Do Not Contact
• Error

Viewing Certification Details

Agents can select the certification status image or link to:

• Review applicable rules and list matches
• View phone, SMS, or email certification results
• Access recent call history for the phone number

If permitted, agents may add an internal opt-out with a start date.

Auto Certification

If auto certification is enabled:

• Certification occurs automatically when the Salesforce record loads
• No action is required from the agent

Manual Certification

If manual certification is enabled:

1. Navigate to the Salesforce record.
2. Select Certify Contact.
3. Wait for certification to complete.

The certification component resets after a page refresh, allowing agents to control certification requests.

Using Click-to-Dial (C2D)

Click-to-dial is available only when a phone number is certified as OK to Contact.

A click-to-dial button will appear when calling is permitted.

How to Place a Call Using Gryphon ONE Dialer

1. The Gryphon ONE Dialer dials the authorized agent's phone number configured in the Gryphon ONE portal.
2. The agent accepts the first leg of the call.
3. The agent selects Continue.
4. Gryphon ONE bridges the agent to the intended recipient.

During the call, agents may:

• Enter call notes in the comment box
• Start or stop call recording if enabled
• Navigate phone trees using the dial pad

Ending the Call and Post-Call Actions

The call ends when either party hangs up or the agent selects End Call.

After the call:

• A post-call countdown begins
• The agent may finalize notes and select a disposition
• The activity is saved automatically or at timeout

Once complete:

• The contacted name is visually marked to indicate activity within the last 24 hours
• Call details appear under Activity History in Salesforce

Using DialView™

DialView™ allows agents to:

• Retrieve Salesforce list views
• View certification status for multiple records
• Place compliant calls without opening individual records

From DialView, agents can:

• Select phone numbers to initiate click-to-dial
• View certification details
• Review recent call history

Troubleshooting

If a call cannot be saved or an error occurs:

• The agent receives an on-screen notification
• Contact your Salesforce Administrator if the issue persists

Support

For day-to-day usage questions:

• Contact your Salesforce Administrator

For Gryphon-related issues:

• Reach out to Gryphon AI Support: [e-mail]