Dialpad Admin Portal
Manage users, phone numbers, call routing, contact centers, security, and AI settings from one admin portal. Already a Dialpad customer? Log in to your admin settings. Evaluating a new communications platform? See how much your team can manage on its own.
How to access Dialpad admin settings
Dialpad admins manage their account from admin settings in the Dialpad web app or desktop app. Log in at dialpad.com/login or open the desktop app, then select Admin settings from the menu next to your profile avatar. The Help Center walks through accessing your admin settings step by step.
Admin settings appear only for people with admin permissions. The person who signs up their company for Dialpad becomes the Company Admin, with access to every company setting and office. Company Admins can assign other admins as their organization grows:
Office Admins manage the settings for a single office.
Regional Admins manage several offices, which suits organizations with multiple locations.
Department and Contact Center Admins manage a specific department or contact center, such as its agents, hours, and routing.
An account can have as many admins as it needs. If you don't see admin settings, you can still update your own profile, voicemail, and call settings, and a Company Admin can grant you admin access.
What admins can manage in Dialpad
Dialpad admins control how calls, messages, and contact center conversations work across the whole organization, without waiting on a vendor or a hardware install. Settings can apply company-wide or to a specific office, department, or contact center.
Users and teams
Admins add and remove users, assign phone numbers and licenses, and organize people into departments and coaching teams. They can also set up executive and assistant pairings so calls route through an assistant first, and export a full user list when IT needs a current view of who has access.
Phone numbers and call routing
Admins add local and toll-free numbers, set up main lines, and port existing numbers into Dialpad. From there they define business hours, holiday hours, IVR menus, and call routing rules, so callers reach the right person or team on the first try. Company-level controls cover external transfers, international calling, and the language callers hear in IVR greetings and voicemail.
Contact centers
With Dialpad Support for contact centers, admins create voice and digital contact centers, assign agents and their skills, and set queue greetings, whisper messages, hold music, and routing rules. Because these settings shape how quickly customers reach someone who can help, they're one of the most direct ways admins influence customer experience.
AI, recording, and transcription
Admins decide which calls are recorded and transcribed automatically. A Company Dictionary teaches Dialpad AI the product names, industry terms, and jargon your team uses, which improves the accuracy of AI transcription and the summaries built from it. Eligible plans can also back up contact center call recordings to Google Cloud Storage.
Messaging
Company Admins can turn external SMS and MMS on or off for the entire organization, which helps teams that need tighter control over business text messaging for security or regulatory reasons.
Integrations and APIs
Admins enable or disable integrations for the whole company or for specific offices and contact centers, using apps from the Dialpad partner ecosystem. Company Admins on eligible plans can also create API keys for custom workflows and internal tools.
Billing, licenses, and new features
The billing area shows invoices, billing history, and license usage, and admins can purchase or reassign licenses as the team changes. Through Dialpad Labs, admins can also try selected beta features and turn them on for their company when they're ready.
Admin roles and permissions
Dialpad lets admins give people the access their job requires without handing over full admin control. With role-based access, available on Enterprise plans, Company and Office Admins assign predefined roles to specific users and offices:
Role | What it covers |
|---|---|
Admin | Full admin access at the company, office, or regional level |
Analytics Manager | Real-time dashboards, conversation data, AI insights, CSAT scores, and reports |
Call QA Analyst | Call recordings, transcripts, and conversation search for quality reviews and coaching |
Conversation Design Manager | IVR workflows, AI assistants, and digital channels |
User Manager | User management, phone assignments, and department operations |
User settings policies add another layer of control. Admins choose which settings people can change on their own, at the company, office, or individual level, and everything else becomes read-only. Office policies override company policies when a location needs different rules.
For PeopleShare, which runs 40 phone lines across a growing, partly remote staff, that balance between control and flexibility made a measurable difference. As Nikki Olsen, Business Operations Manager, put it in PeopleShare's customer story:
Dialpad provides us with autonomy. Direct managers can make real-time adjustments without unnecessary red tape, a huge value-add for us. Compared to the old, manual process, swapping users with the new automated process takes just two minutes.
- Nikki Olsen, Business Operations Manager, PeopleShare
Security, sign-in, and audit controls
Dialpad gives IT teams the identity, provisioning, and audit controls they expect from an enterprise communications platform, managed from the same admin portal as everything else.
Single sign-on (SSO): Admins can connect Dialpad to their identity provider through SAML, with integrations for Okta, Google Workspace, Microsoft Azure, JumpCloud, and OneLogin, so people sign in with the credentials they already use.
Automated user provisioning: SCIM integrations with Okta, Google Workspace, Microsoft Entra ID, JumpCloud, and OneLogin can create Dialpad accounts, update profiles, and deactivate users as people join, move, or leave.
Change logs: Settings and account changes made by admins are tracked and can be exported as a CSV audit log, which gives stakeholders visibility when many admins share responsibility.
Company-wide controls: Admins can lock user settings, restrict external messaging, and set recording and transcription policies for the whole organization or specific offices.
Troubleshooting tools: The Enterprise Support Portal helps admins diagnose call quality issues, review device and provisioning details, and import users in bulk.
Availability of some controls depends on your plan; the Help Center covers SSO and user provisioning setup by provider. For details on Dialpad's security, privacy, and compliance programs, visit the Dialpad Trust Center.
Managing multiple offices and locations
Multi-location businesses, from retail chains and franchises to global enterprises, can run every site on one Dialpad account. Each office has its own numbers, business hours, routing, and devices, while company-level settings keep shared policies consistent. Office-level settings and policies can override company defaults when one location needs to work differently.
Regional Admins manage a defined group of offices, so a regional operations lead can handle their sites without access to the rest of the company. Integrations can also be enabled for specific offices or contact centers rather than all at once.
Ocean Network Express (ONE) consolidated separate telephony systems from three merged companies onto Dialpad across more than 200 offices. According to ONE's customer story, the share of IT time spent maintaining phone systems dropped from 75% to 7.5%. “Now, every office is on the same system, and everything is managed centrally,” said Martijn Schejron of ONE. “It saves us time and makes IT’s job much easier.”
Moving phone system administration from an on-prem PBX to the cloud
With an on-premises PBX, routine changes like adding a user, moving a desk, or opening a new location often depend on hardware, on-site work, or a carrier ticket. In a cloud phone system like Dialpad Connect, those same changes happen in the admin portal, and people can start making calls from the desktop and mobile apps as soon as their account is set up.
For IT teams planning a move, admin work in Dialpad typically follows this order:
Set up offices, departments, and the admins who will manage them.
Port existing numbers or add new local and toll-free numbers.
Connect SSO and SCIM so user accounts are created and updated from your identity provider.
Rebuild business hours, IVR menus, and call routing for each office and department.
Set recording, transcription, messaging, and user settings policies.
Assign desk phones where needed, or roll out the Dialpad apps.
The operational savings can be significant. In an IDC Business Value Study published in January 2026, Dialpad customers reported an 11% IT efficiency gain, equivalent to 0.6 fewer full-time employees per environment. Xero, which consolidated offices running separate regional on-premises PBX systems onto Dialpad, now provisions users and creates new offices in minutes instead of managing servers and physical desk phones.
Settings every Dialpad user can manage
People without admin access still control their own Dialpad experience from their personal settings, within any limits their admins set:
Profile: Name, avatar, language, time zone, and which number shows as their outbound caller ID.
Calls and availability: Personal working hours, how long calls ring before going to voicemail, and individual call routing.
Voicemail and messaging: Custom voicemail greetings and SMS auto-replies.
Executive assistant: Executive and assistant pairings that send calls through an assistant first.
Dialpad AI, devices, and alerts: AI preferences, audio settings, connected devices, and email notifications.
Emergency calling: The address used for E911 calls, which people should keep up to date when they change locations.
The Help Center covers each of these personal settings in detail.
One admin portal across Dialpad's AI platform for customer experience
Dialpad Connect, Dialpad Support for contact centers, and Dialpad Sell run on the same platform, so calling, messaging, meetings, and contact center work share one app and one set of customer data. For admins, that means one portal and one set of users, numbers, and policies across all three, instead of separate consoles to keep in sync.
That same platform runs Dialpad Resolve, AI agents for voice and digital interactions, alongside your phone system and contact center. When an AI agent hands a conversation to a person, it happens inside the same system your admins already manage.
Admin decisions also shape what your business learns from its conversations. Recording and transcription settings determine which conversations are captured, and the Company Dictionary helps Dialpad AI understand your terminology accurately. Because sales, support, and everyday business calls all happen on one platform for UCaaS, CCaaS, and AI agents, leaders get a fuller view of what customers are asking for and where conversations stall. That's how Dialpad, the AI platform for customer experience, helps turn interactions into operational insight.
See how your team could manage Dialpad
Walk through admin settings, roles, and routing with a Dialpad expert, and see how one platform can simplify administration for calling, messaging, and your contact center.