Dialpad Changelog

DND renamed to Active for shared lines

• We’ve renamed the shared line DND toggle to Active. When the Active state is enabled, it means the agent is actively participating in that department or Contact Center and if they're available, they can receive calls and as well as interactions from the Hold Queue.

>>Learn more

Global contact center settings

• We've added a new Global Contact Center Settings page where you can set preferences that apply to all or some Contact Centers in your office.

>>See what’s new

New agent availability settings

• We've added new agent availability settings that determine what type of calls agents can receive if they are already on a call or in a meeting. This lets you decide when you want your agents to be set as off-duty and if you want to prioritize Contact Center calls over all other calls.

>>See what’s new

Office-specific reserve pool numbers

• Maintain number consistency and prevent cross-office auto-assignment by using Dialpad's new office-specific reserve pool setting. When enabled, reserved numbers can only be used for users and devices within the same office.

>>Learn more

Support codes in Settings

• As part of our enhanced security protocols, you might find yourself being asked to provide a Support Code when talking to Dialpad's Customer Support Team. Support Codes can be generated from Your Settings, or sent from the Support Agent. This helps us prevent account breaches and keeps your account safe.

>>Learn more

Messaging

• Share a conversation: Easily share links to messages among your colleagues. Users can now access the menu within each message to copy its link, paste it into other conversations and manage previews.

>>Learn more

• Link previews: We now have the preview of external links in Dialpad messages. Every time you send a link from an external website to a colleague, you will see a preview of it.

>>Learn more

Android Meeting Widgets

• Stay ahead of your schedule with Dialpad’s Meetings Widget, now available on the Android Dialpad app. This innovative widget lets you view and join your daily meetings directly from your home screen. Hold and adjust the widget to your preferred size so you can view all your meetings for the day. Smaller sizes can show only one upcoming meeting.

>> Learn more

Consistent Mobile Navigation Sneak Peak

• We’ll soon be launching updated navigation for our Dialpad iOS and Android apps to improve consistency across desktop and mobile, unlock custom organization of your Home screen, and make it easier and faster to access key actions like calling and messaging.

Contact Center agent availability settings

• Contact Center admins can now enable or disable the agents' ability to set themselves as unavailable in their contact center.

>>Learn how

Bulk port out improvements

• Enjoy the option to select all when porting out multiple numbers. Plus, we've increased the number of numbers displayed on the page to 50, reducing the need to toggle to different pages as often.

>>Learn more

Updated SMS Registration Form for US Numbers

• Dialpad has recently made significant changes in the current registration process to accommodate stringent requirements being enforced by US Mobile Networks. The updated form is designed to guide admins to get a successful approval from the US Mobile Networks and their third party registration authority.

>>Learn more

Omnichannel improvements

• We've added a new compose bar, conversation panel, and right-side panel for the digital agent's view. This includes improvements in seeing past conversations and interactions. Additionally, supervisors now have access to the session history tab.

>>Learn more

IVR Workflow templates

• Quick start the creation of your IVR Workflow using one of our three starter templates. Customize the template with your own prompts, menus, logic, and transfer steps to quickly create IVR Workflows for your business.

>>Learn More

Mobile Meeting widgets

• Stay ahead of your schedule with Dialpad’s Meetings Widget, now available for iOS 17 and later. This innovative widget lets you view and join your daily meetings directly from your home screen. Opt for the small widget for a concise view, the medium for added participant details, or the large to keep an eye on your next four meetings.

>>Learn more

Ai Agent Assist

• Get the next-generation virtual assistant for contact center agents that puts knowledge at their fingertips. Ai Agent Assist delivers on-demand, natural answers to agent questions so they can offer faster, more effective service. This translates into shorter resolution times, more productive agents, and improved customer satisfaction.

>> Join the waitlist

SMS delivery errors

• Users can now have clear information and understanding of why text messages are not being delivered.

>>Learn more

Disconnect and reconnect IVR workflows

• Edit and modify your workflows by disconnecting and reconnecting portions of your IVR workflow.

>>Show me how

Reserve number office identification

• Your reserved number section can now show which specific office the number is associated with.

>>Show me how

Delay greeting times

• You can now set a delay greeting for 30 seconds to keep callers active while they wait in the hold queue.

>>Learn how

Ai Playbooks in Meetings

• Sellers can now access Ai Playbooks not just on calls, but in Dialpad Ai Meetings. Ai Playbooks guides AEs and SDRs through their sales process in real-time, automatically captures prospect responses, and provides managers with insights to drive increased sales consistency.

>>Learn more

Dialpad + Microsoft Teams with License-Free Routing is now GA

• This integration allows users to bring the power of Dialpad directly into Microsoft Teams without the Teams Phone license. Get access to SMS, Ai Transcription, call recording, and more to enhance your experience with Dialpad in Teams.

>> Learn more

Dialpad Screen Recording for ChromeOS

• Ensure your agents deliver effective support, enhance coaching & training—all with screen recording for ChromeOS.

>>Get started

Media Tab for IVR Workflows

• We've added a Media tab for IVR Workflows, letting you easily see all media (mp3 recordings) that have been uploaded or recorded.

• From the Media tab, you can not only delete and copy the file, but also see which audio files are being used where, when they were uploaded and updated and how many IVR workflows they are applied to.

>>Learn more

Disable call recordings on warm transfers

• Admins can now configure office-level settings to determine if calls are automatically recorded after a warm transfer.

>>Learn more

Custom Customer Context

• With Dialpad’s Custom Customer Context, Contact Center agents and supervisors have crucial client data at their fingertips, allowing them to provide a more personalized experience, and faster resolution. These details will appear not only when the call rings, but are also accessible throughout the duration of the call, ensuring customers avoid repeating information, and agents can better handle their specific needs.

>>Learn more

Advanced missed call routing for coaching teams

• We've added a new call routing setting for Coaching Teams. Advanced Missed Call Routing ensures missed call routing is standardized throughout the Coaching Team, meaning the Trainee's personal routing preferences are not considered.

>>Learn more

Duplicate a Coaching Team or a Department

• Save time when creating a new Coaching Team or Department by duplicating an existing one! For Coaching Teams, custom settings (think Ai and call routing and coaches) will be duplicated. For Departments, all settings can be duplicated. You can duplicate within the same office or across different offices.

>>Learn more

Custom Ai Playbooks

• Custom Ai Playbooks allows users to create customized playbooks. It provides real-time guidance on customer calls, Ai generated summarization, and valuable analytics to enhance and streamline processes.

>>Read the blog

>> See how it works

>>Read the press release

SMS delivery receipts analytics

• We've added delivery receipts analytics for your SMS direct messages, allowing you to see the number of messages that were successfully sent, delivered or failed. You can view this on the Texts tab under your office's analytics.

>> Learn more

New extension options

• Enjoy the ability to have a 4, 5, or 6-digit extension for your users or shared lines.

>>Get started

WebHID for Dialpad App

• WebHID integration is now available for the Dialpad desktop app! Easily add headsets right from your Hardware Settings menu. Control calls straight from your WebHID compliant headset!

>>Learn More

Mainline caller ID for Outbound Call to IVR APIs

• Customize your caller ID for outbound calls to connect customers to IVRs via Public API.

>>Get started

IVR Workflows Media Management

• Display media files, uploaded or recorded, that are used in your IVR Workflows along with delete and copy functions.

>>Learn More

Ai-Powered Personal Identifiable Information (PII) Redaction

• Adding another element to Dialpad’s robust privacy and security practices, PII redaction automatically redacts PII from call and meeting transcripts in real time, keeping customer data secure.

• The redaction includes SSN/SIN, credit card number and cvv codes.

• To enroll in the Early Adopter Program, please sign up via this form or contact your account manager.

>>Read the blog

Download Screen Recording

• When a Coaching Team has a Dialpad Meeting, users are now able to download both the video and the audio! Previously, you could only download the audio.

>>Learn more

Call Disposition improvement

• If a Contact Center is set to receive inbound calls only, the call disposition window will not appear for outbound calls.

>>Learn more

Call Quality in Call Review

• Your Call Review page now has a Quality section, providing information on key quality indicators such as jitter, packet loss, bitrate, and latency.

>>Learn more

DialpadGPT

• DialpadGPT is a proprietary, privacy-focused, and enterprise ready LLM that will power new generative AI features such as Ai Recaps (instant call summaries), Ai Playbooks (automated call guidance), and a next-gen chatbot experience to drive digital deflection.

>>Learn more

Summer App Refresh

• The summer app refresh brings new updates that uplevel your Dialpad experience, including Dark Mode, redesigned call controls, messaging threading, and more!

>>Learn More

New IVR Workflows

• Contact Center Supervisors and Admins can now easily create customized flows to create a personalized experience for their clients, and get granular on specific customer pain points.

>>Learn more

Ai Recaps on Demand

• We've added on-demand functionality for Ai Recaps! Users in the Ai Recap Early Adopter program will now see a "Generate Ai Recap" button in the Web Call History.

>> Get on the waitlist

Inbox Improvements

• It's now easier to understand your inbox! Messages in the “Messages” tab of your Inbox are now grouped by contact rather than just a running list of all messages.

>> Learn more

New Salesforce In-Queue Callback Settings

• Enjoy a brand new setting that allows agents to be called first before reaching out to a customer that requested a callback.

>> Learn more

Manual Contact Matching in Salesforce

• When Manual contact matching is enabled, Dialpad will always ask the user to confirm what entity (Contact, Lead, Account, or Case) the call should be logged against in Salesforce.

>> Learn more

Introducing Ai Scorecards

• Ai Scorecards streamline lengthy QA processes by automatically suggesting when scorecard criteria is met in an agent conversation.

>> Read the blog

New calling experience on Android

• We've rebuilt the active Android call experience from the ground up with a more reliable architecture and a modern, clean, and convenient user interface.

>> Learn more

Set Ai Contact Center agents to Off Duty automatically

• When an agent manually logs out of the application they are using, their agent state will automatically be changed to Off Duty, ensuring customers will not be sent their way.

>> Learn more

Coaching Teams dispositions

• Dialpad Ai Contact Center supervisors now have the ability to limit Trainees to one disposition code, to simplify the process of logging dispositions and notes in your CRM system.

>>Learn more

RTA and Moments Bulk Add

• We recently added a more user friendly workflow for supervisors and admins to add trigger words and phrases to RTA Cards and Moments.

>> Learn more

Say hello to Ai Recaps 👋🏼

• Dialpad Ai Recaps generate a short, scannable recap of each Ai enabled call, meeting, and customer engagement that's translated into conversational text by ChatGPT.

>> Learn more

>> Watch the video

ServiceNow

• Log notes and calls, match incoming calls to existing records, and create new records in ServiceNow directly from the integrations sidebar.

>> Learn more

Copper

• Create new leads and contacts, log calls, and access your Dialpad call details in Copper.

>> Learn more

Salesforce

• Seamlessly sync your agent status between the Dialpad for Salesforce CTI and Salesforce Omni-channel so agents are always prepared to answer their calls.

>> Learn more

Email channel

• Connect your email and allow for workflow automation, skills-based routing, as well as traditional formatting options.

>> Learn More

Apple Messages for Business

• Directly message customers using the Messages app to get Ai-powered automation workflows and analytics, self-service options, and seamless skills-based live chat routing.

>> Learn More

Catch The Latest

• Register for this new installment of The Latest to get a firsthand look at how to provide a more connected and responsive customer experience with Dialpad!

>> Register for full access

Dialpad's Ai Powered Customer Intelligence Platform

• Dialpad's Ai Powered Customer Intelligence Platform is built to unify customer service, sales communication, and employee collaboration.

>> Learn More

Simpler, smoother meetings at your fingertips

• Improvements to the menu bar and more shortcuts to enable controls and settings.

>> Learn More

“Monitor All Contact Center” improvements

• Dialpad's Monitor All Call Centers view makes managing multiple Call Centers is a piece of cake.

>> Learn More

Supervisor Call Assignment

• Contact Center Supervisors can now easily assign incoming calls to specific agents to streamline call flows and ensure agents with the most appropriate knowledge handle specific customer inquiries.

>> Learn More

Dialpad Meetings Live View for Coaching Teams

• Ensure quality of service by viewing your agent’s Dialpad meetings in real time. Coaches and supervisors can easily view live transcripts or enter meetings to support agents and improve the customer experience.

>> Learn More

App refresh

New Design

• Threading in Channels

• New Header

• New Sounds, new font, new icons

• New collapsible left panel, to allow focus mode

• New Insights panel/contact profile

Screen recording in Call Summary Views

• Screen recording can now be accessed in call summary views, providing enhanced QA Scorecard feature functionality. Graders can now watch the agent screen and listen to audio while grading a call.

>> Learn More Here

COMING SOON | End of November

New Design

• Threading in Channels

• New Header

• New Sounds, new font, new icons

• New collapsible left panel, to allow focus mode

• New Insights panel [right rail]

• Search improvements

For more information on how to enable these models with Dialpad, contact your CSM or visit our Help Center article.

Dialpad Agent Assist

• With Ai Agent Assist, our customers empower agents with all of the organization’s knowledge at their fingertips.

>> Read the Press Release here

New Changes to Contact Center Analytics Definitions

• We updated our analytics definitions, which will now show up in your reporting instances.

>> Take a look at the changes here

Monitor All Coaching Teams

• Coaches can now see all trainees and their active calls in a single view, save filters for specific teams, and filter by name or status.

>> Learn More about Coaching teams

New Dialpad App for Microsoft Teams with License-Free Routing

• Call, text, and bring the power of AI directly into Microsoft Teams

• No extra licensing or apps required

Learn how ⬇ https://www.dialpad.com/microsoft-teams-integration/

Read the blog ⬇ https://www.dialpad.com/microsoft-teams-integration/ ;

Visit the App Marketplace ⬇ https://www.dialpad.com/app-marketplace/microsoft-teams/

Meeting Delegation for Google Calendar

• Dialpad Meetings now enables users to schedule meetings on behalf of others.

>> Learn more

Spanish Ai Support

• Dialpad is now expanding AI-enabled language transcription and recording capabilities to Spanish.

>> For more information, contact your CSM or learn more

CONTACT CENTER

Apple Business Chat

• Dialpad is expanding our digital offering to include Apple Business Chat as a supported digital channel.

>> Learn More

Agent Coaching with QA Scorecards

• Supervisors can now create and manage QA scorecards ensuring quality of service with better coaching.

>> Learn More

How do you use AI to collect customer feedback?

• The best way to understand customer sentiment is to ask your customers directly - but only 5% of customers fill out post-call surveys. Want to know how to collect the other 95% of responses? It’s easy - use AI.

>> Learn more

Want to see what Dialpad Talk can do? Take a tour!

• Our new Demo Center is constantly being updated - take a guided tour through the Dialpad Talk interface to see how you can do more in Dialpad - call, message and meet, all from your favorite app!

>> Watch the demo

Dialpad is now offering support for Yealink SIP desk phones, allowing you to maximize any hardware investments as you make the migration to Dialpad softphone on any of your devices. Support extends to the following models:

• Yealink SIP-T33G
• Yealink SIP-T46U
• Yealink SIP-T48U
• Yealink SIP-T54W

For more information on how to enable these models with Dialpad, contact your CSM or visit our Help Center article.

• Listen to ALL your customers Collect critical information about customer satisfaction, experiences, and expectations.

• Develop a rich picture Combine all interaction data such as customer satisfaction and agent performance for the context you need to improve the customer experience.
• Act on insights Empower teams, supervisors, managers, and agents to take action with real intelligence and drive change in the business.

This launch brings the first of its kind to the contact center market: real-time Ai CSAT—providing organizations of all sizes with the ability to measure their CSAT on 100% of principal interactions.

Try it now ⬇

https://www.dialpad.com/dp/ai-csat/

Learn more ⬇

https://help.dialpad.com/hc/en-us/articles/4409933192475

Dialpad for Salesforce

• Manually log your call in Dialpad to an existing Salesforce contact, lead, or account match in the Dialpad sidebar integration with the new enhanced search functionality.
• We’ve added a new Dialpad Call Log object in Salesforce with no field limitations. This new object reduces duplicate records when using call reporting and streamlines call activity records.
• Configure your own fields (including custom fields) in Salesforce activity records to hold specific call data.
• Record your calls, create new caller account records, and manually search for records in Salesforce to map to Dialpad Contacts via the Dialpad for Salesforce CTI.

Get started ⬇

https://www.dialpad.com/app-marketplace/salesforce/

• Virtual backgrounds - With the newest update, upload your own personalized background.

• Secure your meetings with Unique Meeting Links - Generate a randomized meeting link for every meeting you schedule in Google Calendar or Outlook Calendar.

• Share images or GIFs in chat - Quickly share an image or GIF in the in-meeting chat of Dialpad Meetings for quick and easy collaboration.

• Video meetings in mobile browser - Guests can now join a Dialpad Meeting from any browser. Easy click-to-join access with no app download required.

• Virtual Backgrounds - Add personalization to your video calls and blur your background or select a virtual background.

• Enhanced Screen Sharing with System Audio - When screen sharing, directly share audio from your system for more professional, high fidelity audio quality.

• Opt-In and Opt-Out of SMS messages - Give customers and contacts control over the SMS messages they receive from you with STOP, UNSTOP, and HELP replies.

• Click-to-text in Dialpad’s Salesforce CTI - With our click-to-text functionality, all you do is click on a number, and you'll instantly have both calling and texting options.

• Playvox Partnership - Extend your contact center with Workforce Engagement Management (WEM) capabilities
  
  

• Waiting Rooms for Dialpad Meetings - Have more secure meetings with full control over who can join your meetings
  
  

Get the full recap

• Meeting Notes - View a transcript in real-time while you're in a meeting
  
  

• Miro integration - Collaborate in a shared interactive space without needing to navigate away to another application
  
  

• Emoji Reactions - Quickly communicate, reinforce points without interruption, and build a sense of camaraderie with your team
  
  

Get the full recap

• Dialpad Channels - a fully searchable, topic-based messaging tool new to your left sidebar

• Voice Channels - Quickly turn any Channel into an audio conversation

• Video Meetings in Dialpad - Start and join video meetings from any direct message, group message, or channel. It’s natively built-in, so you don’t have to switch between apps or windows.

• Screensharing while on a Call - No need to start a meeting! Share your screen while on a Dialpad call, whether everyone is a Dialpad user or not.

• Dialpad for Microsoft Teams - Integrate Dialpad telephony into Microsoft Teams native interface

• New and improved Salesforce CTI for Dialpad: Transfer calls between your mobile and Salesforce, log activities, and up your productivity–all from one single platform
  
  
• Screen recordings in UberConference: Capture audio, video and screen recordings in UberConference so you can review details from presentations and discussions later on
  

• Video Mode in Dialpad UberConference iOS: Join in video mode for more interactive meetings
  
  
• 5 Minute Meeting Reminder: End meetings on time with a helpful 5 minute meeting reminder for every meeting
  
  
• SMS Logging for Kustomer Integration: SMS logging is now supported within the Dialpad Everywhere widget

• Call Highlights: Improve your post-call workflows even more by viewing a quick recap of the call
  
  
• Redesigned left bar: New design makes it easier to view, sort, and personalize conversations
  
  
• Screen Pop: Give your agents access to all of the data they need about a customer — all contained in a single view

• Automate Repetitive Tasks with Saved Search: Save commonly used filters and access them at a later time
  
  
• Designate Co-Hosts in Dialpad UberConference: Enable other participants to help run your meeting
  
  
• Moderater Controls for Dialpad UberConference: Advanced meeting controls for moderators
  

• Closely Track Call Center Volume: Visual analytics to group data by hour or day of the week
  
  
• Filmstrip Mode in Dialpad UberConference: Display every participant in addition to the screen share (or an active speaker) simultaneously
  
  
• Improve Coaching & Quality Assurance: New templates to improve coaching in Dialpad
  
  
• Protect Personal Identifiable Information (PII): Voice Intelligence detects personal identifiable information

• Scheduled reports: Automate your call reports with instant email delivery
  
  
• Call routing API: Integrate third-party call routing
  
  
• @Mentions in call reviews: Start a conversation in Voice Intelligence™ (Vi) call summary

• Split business hours: More ways to customize your team’s working hours
  
  
• Salesforce integration: Log calls and notes with custom objects records
  
  
• Zoom integration: Start meetings within Dialpad with one click

We’re excited to announce our partnership with Jabra to provide top-of-the-line audio using Jabra headsets on the Dialpad platform.

• Wallboard: Project metrics in fullscreen mode to keep track of what’s happening
  
  
• Dialpad UberConference: New layout and custom action items to keep track of next steps
  
  
• Custom Moments: Add to any call center to automatically track, capture, and receive alerts

• Salesforce Powerdialer: Put some ⚡️ behind your outbound calls
  
  
• Clio Manage: No more manual call logging for law firms
  
  
• Salesforce Omni-Channel: Sync statuses between SFDC & Dialpad

• Slack Calling: place a call to other team members with Dialpad’s calling integration
  
  
• Dialpad UberConference for MS Team: easily create new meeting links in a 1:1 chat or group channel
  
  

Previously known as Dialpad Support, it’s the solution that enables your agents to be the subject matter experts your customers depend on, at scale, from anywhere in the world.

• Coaching Center: your new hub to coach reps
  
  
• New Call Summary design: making it easier to see what was said
  
  
• Salesforce High Velocity Sales integration: improve reps' outbound productivity
  
  
• Outreach integration: click to call, real-time coaching, and automatic data sync

• Local Presence: Sell reps can use a local number as the caller ID
  
  
• Screen Capture: record your agent’s screen once their call connects
  
  
• Analytics: pull data on more than one user and group

• Dialpad Add-On for Gmail: launch a call or message directly from Gmail
  
  
• Queue Prioritization: prioritize VIP calls that come to your call centers
  
  
• Front integration: make and receive calls and texts without leaving Front
  
  

From giving you more power to customize your working hours to building a library of calls to help coach your team, take a look at what's new.