Dialpad Changelog
Additions and changes to the Dialpad platform
3/07/2024
Release Round Up
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.
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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.
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.
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.
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.
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.
2/08/2024
Release Round Up
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.
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.
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.
1/09/2024
Release Round Up
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.
SMS delivery errors
Users can now have clear information and understanding of why text messages are not being delivered.
Disconnect and reconnect IVR workflows
Edit and modify your workflows by disconnecting and reconnecting portions of your IVR workflow.
Reserve number office identification
Your reserved number section can now show which specific office the number is associated with.
Delay greeting times
You can now set a delay greeting for 30 seconds to keep callers active while they wait in the hold queue.
12/08/2023
Release Round Up
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.
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.
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.
Disable call recordings on warm transfers
Admins can now configure office-level settings to determine if calls are automatically recorded after a warm transfer.
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.
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.
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.
11/07/2023
Release Round Up
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.
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.
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!
Mainline caller ID for Outbound Call to IVR APIs
Customize your caller ID for outbound calls to connect customers to IVRs via Public API.
IVR Workflows Media Management
Display media files, uploaded or recorded, that are used in your IVR Workflows along with delete and copy functions.
10/06/2023
Release Round Up
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.
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.
Call Disposition improvement
If a Contact Center is set to receive inbound calls only, the call disposition window will not appear for outbound calls.
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.
9/06/2023
Release Round Up
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.
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!
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.
8/09/2023
Release Round Up
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.
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
6/01/2023
Release Round Up
Introducing Ai Scorecards
Ai Scorecards streamline lengthy QA processes by automatically suggesting when scorecard criteria is met in an agent conversation.
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.
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
4/17/2023
Dialpad Ai Recap
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
4/05/2023
Release Round Up
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!
12/29/2022
Release Round Up
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
Threading in Channels
New Header
New Sounds, new font, new icons
New collapsible left panel, to allow focus mode
New Insights panel/contact profile
11/17/2022
Release Round Up
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.
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.
10/20/2022
Release Round Up
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
9/08/2022
Microsoft Teams with License-Free Routing
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/
8/30/2022
Release Round Up
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
7/28/2022
Release Round Up
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!
6/30/2022
Support for Yealink desk phones
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.
6/07/2022
The latest evolution of Dialpad’s Ai Contact Center: Customer Intelligence.
- 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 ⬇
6/01/2022
Release Round Up
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.
3/25/2022
Release Round Up
- 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.
12/17/2021
Release Round Up
- 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.
10/04/2021
Release Round Up
- 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.
9/10/2021
Release Round Up
- 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
8/06/2021
Release Round Up
- 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
6/30/2021
Release Round Up
- 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
4/06/2021
Release Round Up
- 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
4/06/2021
Release Round Up
- 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
2/12/2021
Release Round Up: January
- 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
12/11/2020
Release Round Up: November
- 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
11/16/2020
Release Round Up: October
- 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
10/06/2020
Release Round Up: September
- 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
9/08/2020
Release Round Up: August
- 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
9/03/2020
Clearer Conversations with Jabra
We’re excited to announce our partnership with Jabra to provide top-of-the-line audio using Jabra headsets on the Dialpad platform.
8/10/2020
Release Round Up: July
- 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
7/06/2020
Release Round Up: June
- 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
6/07/2020
ICYMI: May releases
- 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
6/01/2020
Meet Dialpad Contact Center 🎉
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.
5/04/2020
ICYMI: April releases
- 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
4/06/2020
ICYMI: March releases
- 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
3/10/2020
ICYMI: February releases
- 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
2/11/2020
ICYMI: January releases
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.