Dialpad FAQs

Businesses use Dialpad to manage customer and team conversations across voice, messaging, video, and digital channels, and to put AI to work on those conversations. Common uses include inbound customer support, outbound sales calling, business phone and messaging for teams, video meetings, and AI agents that resolve routine customer requests. Because these run on a single platform for communications, contact center, and AI agents, each conversation can add to a fuller understanding of the customer.

Dialpad offers separate plans for each product, so teams can start with what they need and add products over time. Current plan options and pricing are listed for Dialpad Connect, Dialpad Support for contact centers, and Dialpad Sell. To price Dialpad Resolve or a multi-product deployment, talk to Dialpad sales.

Dialpad AI is built into Dialpad's products to understand conversations as they happen and help teams act on them. Capabilities include live transcription, AI Recaps that summarize conversations, sentiment analysis, AI Live Coach for real-time guidance, AI Scorecards for quality assurance, AI CSAT, and AI agents through Dialpad Resolve. Dialpad AI draws on Dialpad's own suite of proprietary AI models and on work from Dialpad's AI Research Lab, which studies areas like real-time communications intelligence, agentic AI systems, and multilingual understanding. Because customer conversations across Dialpad's products land on one platform, teams can turn interactions into operational insight and make better-informed decisions.

Dialpad integrates with CRMs, help desks, and productivity tools, including Salesforce, HubSpot, Zendesk, ServiceNow, Google Workspace, and Microsoft 365. Integrations can log calls, transcripts, and recordings to customer records and bring customer details into the conversation. The full list of integrations is in the Dialpad Partner Marketplace.

Dialpad provides phone numbers and calling through its own carrier network, so businesses can keep their numbers, calling, and AI with one vendor. For businesses with carrier contracts, negotiated rates, or regional coverage they want to keep, Bring Your Own Carrier connects an existing SIP carrier directly to Dialpad. Numbers on that carrier can then be used with Dialpad Resolve AI agents and Dialpad Support for contact centers, while calling, routing, and AI run on Dialpad's platform.

Dialpad Resolve AI agents can complete routine, high-volume customer requests from start to finish, not just answer questions. Rather than only replying, an agent can plan the next steps, take actions in connected systems, and follow through until the request is resolved. Examples of work businesses may automate include:

• Scheduling and updating appointments

• Order status, returns, and refund requests

• Customer and lead intake and qualification

• Answers to common questions from a company's own knowledge sources

• Updates on claims, cases, and service requests

Dialpad Resolve AI agents work on voice and digital channels. Businesses can connect an AI agent to a voice line to answer phone calls or to a digital channel, such as chat on their website.

When a customer asks to speak with someone, Dialpad Resolve escalates the conversation into the business's Dialpad contact center. The interaction moves to a human agent with the relevant conversation context intact, so customers don't need to start over.

Dialpad Resolve uses connectors and skills to work with other business systems. Connectors let an AI agent send and retrieve information from integrated tools, and admins choose which actions each skill can use, controlling exactly what the agent is able to do with each integration. AI agents can also draw on knowledge sources such as an internal knowledge base, a public help center, or a website.

Dialpad's Skill Mining analyzes real contact center call transcripts to recommend which skills an AI agent could take on. Each recommendation shows the share of calls the skill could help handle, and admins can create a recommended skill with one click, with its name, description, and steps already filled in. This lets teams start automation from evidence in their own customer conversations.

Dialpad Resolve supports the full AI agent lifecycle, from finding the right work to automate through testing and ongoing oversight. Proving Ground lets teams test AI agents against realistic scenarios before they talk to customers. Guardian, Dialpad's governance layer, monitors AI agent interactions in real time to help keep performance safe and reliable.

Dialpad's AI agentic analytics show how often AI agents resolve conversations on their own and how well each skill performs. Reports include conversations deflected (resolved without escalation), conversations escalated to a human agent, average resolution time, and skill usage. Teams can filter results by contact center, date, conversation type, and AI agent.

Yes. Dialpad Support for contact centers handles voice calls and digital conversations, so agents can work customer interactions from one place, and supervisors can monitor and analyze both.

Dialpad Support for contact centers includes listen-in, whisper, barge, and takeover for live calls. Supervisors can listen silently, speak to an agent without the customer hearing, join the call, or take it over completely. For digital conversations, supervisors can whisper to agents and take over a chat, and they can view real-time transcripts to follow how each call is going.

Dialpad Support for contact centers includes a real-time dashboard that shows contact center and agent activity as it happens. Supervisors can also set alerts to stay ahead of changes in their queues, and historical analytics help teams spot trends across customer conversations.

Dialpad AI transcribes calls in real time, analyzes sentiment, and summarizes conversations with AI Recaps. AI Live Coach surfaces guidance for agents during calls, while AI Scorecards and AI CSAT help supervisors review quality and customer satisfaction across more of their conversations.

Workforce management is available as an add-on for Dialpad Support for contact centers. It helps contact centers plan agent staffing and schedules on the same platform as their other contact center tools.

Dialpad Resolve AI agents can handle routine customer requests and escalate conversations into a Dialpad Support contact center when a customer needs a person. Because both run on the same platform, the human agent receives the conversation with its context intact.

Dialpad Support for contact centers connects with CRMs and help desks so agents can see customer details and log interactions where their team already works. Supported tools are listed on Dialpad's contact center integrations page.

During calls, Dialpad Sell transcribes conversations in real time, and AI Live Coach surfaces guidance like objection handling or product details when specific topics come up. After calls, AI Recaps summarize the conversation and post-call automation can log notes, transcripts, and recordings to the CRM, reducing manual follow-up work.

Managers can listen in on live calls, barge in, or take over when a rep needs support, and create real-time coaching cards that appear for reps during calls. Call recordings, transcripts, and analytics also help managers review conversations and spot coaching opportunities across the team.

Yes. Dialpad Sell integrates with CRMs such as Salesforce and HubSpot, so call activity, notes, and transcripts can sync to customer records and reps can work with customer details in view.

A department is a shared line for a team, such as finance or HR, that routes calls to a group of operators. A contact center, available with Dialpad Support for contact centers or Dialpad Sell, adds tools built for higher call volumes, such as supervisor call monitoring, real-time dashboards, and AI-driven contact center analytics.

Yes. Dialpad Connect works on desktop and mobile apps for iOS and Android, and on supported desk phones, so team members can make and take calls from the device that suits them.

Yes. Businesses can bring their existing numbers to Dialpad through number porting.

Admins set routing rules for main lines and departments, with separate rules for open and closed business hours. Calls can ring operators, go to an auto attendant menu, or route to voicemail, a workflow, an AI agent, or a contact center.

Yes. Dialpad Connect supports SMS and MMS messaging from personal numbers and shared lines. Teams can also send and receive faxes from the Dialpad app on desktop or mobile with the virtual fax add-on.

Yes. Dialpad Connect includes video calls and meetings in the same app as calling and messaging, so teams can move from a call or chat to a video meeting in the same platform.

Dialpad Connect offers custom voicemail greetings and voicemail transcription, so team members can read messages instead of listening to each one. Voicemails appear in the Dialpad app inbox alongside calls and messages. More details are on the voicemail feature page.

Dialpad Connect uses automatic spam blocking for calls and faxes entering the platform, and users can set their own spam preferences. Users can block specific numbers, send suspected spam to voicemail, and review flagged calls, messages, and faxes in a spam folder.

Yes. Admins can create executive assistant pairings so an assistant can answer calls on an executive's behalf and access their voicemails and recordings.

Dialpad Meetings Free covers the basics of hosting a meeting, while Dialpad Meetings Business unlocks premium features. Business adds Dialpad AI, co-hosts, custom action items, audio and video recording (Free records audio only), international access numbers, and the option to remove meeting PINs with the PSTN add-on.

Yes. Dialpad Connect, Dialpad Support for contact centers, and Dialpad Sell users can host Dialpad Meetings through their Dialpad account, in the same platform they use for calls and messages.

With Dialpad AI, Dialpad Meetings can transcribe meetings and capture action items, so participants can focus on the conversation instead of notes. Dialpad Support for contact centers and Dialpad Sell users can also use AI Live Coach cards in external meetings.

Yes. The Large Meetings add-on expands meeting capacity for events like virtual conferences and company all-hands, with separate viewer, speaker, and host roles. Participant limits and plan details are in the Dialpad Help Center.

Native authentication and authorization mechanisms are used for the integrations built with our partners to ensure that permissions and data are accessed through verified protocols such as OAuth. Dialpad also gives customers control to manage the integrations to turn on and off data or permission access at the source. Furthermore, Dialpad goes through regular security reviews of its integrations with providers such as Google and Salesforce to be listed on the providers' application directories.

Call blocking and spam prevention features are provided to each user. Dialpad also performs spam recognition and gives capabilities for users to block callers with high spam scores.

Quarterly penetration tests are run by an independent third-party tester on our new features and products to test against web application attacks, such as those identified within the OWASP Top 10. Dialpad also enables security scanners and security checks in continuous integration pipelines to ensure that common web application attacks are mitigated prior to deploying new releases. Dialpad also implements technical controls such as rate-limiting to protect against unauthorized traffic attacks.