What's new at Dialpad: September 2026
Know what’s happening. Act sooner.
Contact center teams make decisions all day based on changing customer demand, agent availability, routing behavior, and customer context.
When that information arrives late or lives in another system, small gaps turn into extra work.
September’s Dialpad release gives teams better ways to see those signals and act on them. Updates across real-time contact center analytics, WFM, calling controls, Salesforce, and Meetings help supervisors respond sooner, admins manage routing more precisely, and teams preserve useful context after customer conversations.
Get a clearer view of contact center operations
See voice and digital activity together
The redesigned Omnichannel Real Time Analytics dashboard brings voice and digital activity into one view. Supervisors can monitor agent states, custom break times, sub-statuses, and participant details without moving between separate views.
Why it matters: Supervisors can get a clearer picture of current activity while there’s still time to respond.
Get WFM alerts by email
WFM alerts can now be delivered by email. Supervisors can configure out-of-adherence, time-in-status, and shift-attendance alerts to reach the inboxes and folders they already monitor.
Why it matters: Teams can stay informed without keeping the WFM dashboard open throughout the day.
Give every queue a fair chance
Admins can rank contact centers from 1–1,000 and configure priorities to increase over time for shared agents. A preview graph shows how the settings will behave before they’re saved.
Why it matters: High-priority callers can stay prioritized without leaving lower-priority queues waiting indefinitely.
Focus badge counts on active contact centers
Badge counts now appear only for active contact centers. Inactive and DND contact centers stay out of the count until they’re reactivated.
Why it matters: Agents see notifications for the queues that currently need their attention.
Keep Outlook and WFM schedules in sync
Admins can connect a dedicated Outlook mailbox to Dialpad WFM. Schedule changes, cancellations, and reschedules can then sync automatically.
Why it matters: Teams spend less time reconciling schedules manually.
Give admins more control over calling
Assign department extensions without a DID
Departments can now receive an extension without requiring their own direct-inward-dial number. Internal extension routing still works, while external callers continue through established call flows.
Why it matters: Admins have another way to structure internal routing without assigning a phone number to every department.
Choose when callers hear the voicemail option
Admins can defer the voicemail exit prompt until the second round of hold-queue announcements.
Why it matters: Callers can remain in queue longer before being offered voicemail when that configuration better fits the contact center’s workflow.
Make failover testing easier to manage
Office Failover now supports search by entity name or Dialpad number, along with clearer warning indicators and a Stop Test control.
Why it matters: Admins have clearer controls when finding, reviewing, and testing failover configurations.
Make meetings easier to follow
Get a heads-up when you’re speaking on mute
Dialpad Meetings can now detect when a participant is talking while muted and display a notification.
Why it matters: Participants can correct the issue quickly and keep the conversation moving.
Keep richer meeting context in Salesforce
Dialpad Meetings can now be logged as dedicated Salesforce records rather than Tasks. Those records can include meeting details, AI summaries, action items, recording links, and CRM associations.
Why it matters: Teams can return to a more complete record of the conversation and what needs to happen next.
Keep customer context moving
September’s updates share a common goal: make useful information easier to see and easier to carry into the next action.
For supervisors, that means a clearer view of live operations. For admins, it means more precise routing controls. For sales teams, it means Salesforce records that better reflect what happened.
Each improvement helps teams learn more from customer interactions and use that understanding in the workflows that follow.
To learn more about these updates, visit the Dialpad Help Center or connect with your Dialpad representative.