Front Integration

Overview

Front is a customer communication hub that surrounds every high-stakes conversation with team collaboration capabilities and contextual data to ensure responses are always fast, accurate and deeply personalized. Front’s modern interface is inspired by email clients, which team members love because it’s familiar and easy to use. Behind the scenes, powerful automation capabilities eliminate manual workflows across systems, and detailed analytics make it easy to improve team performance and the health of customer relationships.

The Front + Dialpad integration brings all your work communication into one place, from emails to live chat to phone calls. With your Dialpad phone accessible in Front, it’s easy to call new leads or follow up with customers in one click, right from where you spend most of your work day — your inbox.

Key Features:

Native Calling

  • Initiate and receive calls directly inside Front and save time from switching between apps
  • Access call controls like recording, mute, hold and transfer from native CTI
  • Access recent and frequent contact list
  • Adjust inbound or outbound caller ID

Call Logging

  • Automatically log calls placed or received within Front back to the platform

Coach from Anywhere

  • Pop up real-time assist cards for frequently asked questions that include canned response as well as the option to include a hyperlink

Front for Dialpad

Dialpad log in 1
Dialpad make a call 1
Dialpad send message 1

How to setup

Enable the Integration

  • From Front, navigate to Settings > Integrations.
  • Find Dialpad in the list and select the toggle to enable the in-app Dialer, then select Save
  • Open the Dialpad plugin through your integrations panel to make or receive calls and send or receive SMS texts through your Dialpad number; you can also view call and text history with a specific Dialpad contact

Like other integrations, you need to be a Front Admin in order to set up the integration.

Note:

If you are on the Pro or Enterprise plan and would like to enable the integration with Call Logging in Front, you will need to be a Company Admin in Dialpad as well to get an API key.

Use the Dialpad CTI in Front

Once your Front Admin has enabled the integration, you should see Dialpad in your integrations panel to the left. Click on the Dialpad logo to login to your account and start making calls directly from Front.

The Dialpad widget also houses general app settings that users will be familiar with using the desktop app. Those include:

  • Profile settings
  • Caller ID toggle
  • DND toggle
  • If applied, Custom Off Duty Status' for Call Center
  • Call screen/search

Make a Call

From Front, navigate to Dialpad (integrations panel) > Place A Call and enter a name or number.

You can also search for a contact first and then select the Phone icon in your conversation thread view.

incomingcalltofront_.gif

When you receive a call, you will need to click into the Dialpad CTI to answer.

Send a Message

sendamessage.gif

From Front, navigate to Dialpad (integrations panel) > Search icon to enter a name or number. You'll then select the Phone icon to start dialing.

Set Yourself to Do Not Disturb (DND)

DNDon_offfront.gif

From Front, navigate to Dialpad (integrations panel) > Your Profile > Do Not Disturb. Select Disable to turn off Do Not Disturb.

Additional info

Switching between different applications at work can slow you down, and every minute matters when it comes to resolving a customer issue or following up with a lead. Connecting Dialpad and Front streamlines your communication with your leads and customers and makes it easy for you to respond across all the ways they want to reach out: email, SMS, live chat, or over the phone. With the Dialpad Front integration, you can

    • Create calls directly from Front and save time from switching between apps
    • Create a recent and frequent contact list in Front so you can access the information you need quickly
    • Adjust ID and make changes in Front as the integration will automatically sync between the two platforms
    • Clear your inbox faster and delight your customers with quick turnaround
    • Instantly connect with customers, build stronger relationships, and deliver a better customer experience with sales and support over the phone
    Dialpad Front Integration