What's new at Dialpad: August 2026
Build smarter operations from the ground up. Most organizations have more data than they know what to do with. The problem isn’t volume. It’s connection.
Workforce data that doesn’t reach supervisors in time. AI insights that never make it into the tools people actually use. Billing that requires a support call just to decode. Digital channels duct-taped together across three separate systems. August’s launch is about closing those gaps. New capabilities across real-time workforce intelligence, deeper AI insights, digital channel management, billing administration, and integrations make Dialpad a smarter, more connected platform — one where every interaction makes the entire operation better.
Smarter real-time workforce management
Staffing problems don’t wait around. August gives supervisors the tools to spot issues and fix them on the spot — before they ever affect service levels.
Spot and diagnose coverage gaps live
A new live coverage chart in the real-time dashboard shows how many agents are scheduled, skilled, and in adherence for each activity simultaneously. Three distinct signals mean you can instantly tell whether a coverage gap is a scheduling issue, a skills mismatch, or an adherence problem.
Why it matters: Supervisors can diagnose the root cause of a gap in seconds and respond with the right fix — not just the fastest one.
Redeploy agents instantly from the live dashboard
The new redeployment panel lets you shift agents across activities directly from the Live Dashboard. Real-time availability, skill groupings, and a coverage preview show exactly what will happen before you commit to anything.
Why it matters: Intraday staffing decisions that used to take minutes now take seconds — with full visibility into the downstream impact.
Let agents request time off directly inside WFM
Agents can now submit time-off requests — leave type, duration, manager notes and all — right inside the Dialpad WFM app. Requests land in a dedicated admin inbox for one-click approval, which automatically updates the live schedule.
Why it matters: Time-off management lives entirely inside WFM, killing the fragmented back-and-forth email chain and keeping schedules accurate.
Fix adherence scores when calendar events get in the way
When an agent gets flagged as out-of-adherence during a synced calendar event, managers can now apply a one-off exception to correct the score. You can even fine-tune the exact time window rather than applying the exception across the whole block.
Why it matters: Adherence data stays accurate, and nobody gets penalized for a calendar conflict that was totally expected.
Deeper AI insights across every conversation
Transcription captures what was said. Deep Summaries capture what it actually meant.
Deep Summaries
Get on-demand, structured insights from any call or meeting — questions asked, topics discussed, and decisions made. Deep Summaries go way beyond a standard summary to give your team a richer, more actionable record of every single interaction.
Why it matters: Teams spend less time hunting through recordings and more time acting on what came out of the conversation.
Unified digital channel administration
Managing web chat, email, and SMS from totally separate systems creates totally separate headaches. August fixes that.
Run all your digital channels from one admin console
Admins can now configure, deploy, and manage web chat, email, and SMS directly from the main Dialpad Admin console — no more bouncing between legacy systems just to make a simple change.
Why it matters: Digital channel admin becomes as simple as managing voice, from the exact same place admins already live.
Customize every digital interaction with Digital Workflows
The same workflow builder you already use for voice now extends to digital channels. Attach workflows to web chat, email, and SMS to control exactly how each interaction plays out — with the same familiar logic, no learning curve.
Why it matters: Consistent customer journeys across every channel, designed and managed from one place.
Modernized billing and account management
Billing shouldn’t feel like a puzzle. August gives admins and finance teams the clarity to manage everything on their own.
Cleaner invoices that actually make sense
Redesigned credit card invoices now show a clear Billing Summary up top — total balance, due date, credits applied — with explicitly mapped parent-child relationships between licenses and add-ons. Way easier to read, way faster to reconcile.
Why it matters: Finance teams spend less time cross-referencing charges and more time doing literally anything else.
One centralized home for plans, licenses, and costs
The Billing Summary page is now Plan & Pricing — a completely redesigned hub that shows your active plan, a live cost estimate for the current period, and a clear breakdown of licenses, add-ons, subtotals, and promos. You can also manage licenses directly from this page.
Why it matters: No more bouncing between screens just to understand what you’re paying for or adjust your seat count.
Billing notifications that tell you exactly what to do
Every billing alert has been completely rewritten. Each one now explains exactly what happened, surfaces the relevant account details, and gives you one direct CTA to resolve it — no more vague notifications that send you on a scavenger hunt.
Why it matters: Admins can knock out account tasks in seconds without ever needing to call support.
Enable beta features yourself with Dialpad Labs
Company admins can now self-enable Early Access Program and beta features directly from Company Settings — no support ticket, no waiting. Evaluate new capabilities, test them against your real workflows, and send feedback directly to shape the roadmap.
Why it matters: Your team moves at your speed, not the speed of a support queue.
Stronger integrations for sales, support, and recruiting
The context from a conversation shouldn’t vanish when the call ends. August’s integrations make sure it follows the work wherever it goes.
Native Greenhouse sidebar for recruiting teams
A native Dialpad sidebar built for Greenhouse puts candidate data right inside your Dialpad workspace — with contact syncing and notes logging so your recruiting team never has to break their flow to switch apps.
Why it matters: Recruiters stay focused on the conversation, not on copy-pasting between tools.
Sync AI insights directly into Zendesk
Call details — duration, participants, AI-generated insights — map automatically into Zendesk custom fields via the native call object. Support agents get everything they need baked right into every ticket.
Why it matters: No more manual data entry. Your support team has full context before they even open a ticket.
Stop orphaned calls from slipping through in Salesforce
Fallback users and queues now automatically route and assign calls when primary agents are unavailable — so no call ever ends up as an unassigned, untracked orphan in your CRM.
Why it matters: Salesforce data stays clean without anyone having to manually clean it up after the fact.
Better call handling and compliance
The small frictions in call workflows pile up fast. August knocks out several of the most annoying ones.
See full contact center names when you transfer a call
Long contact center names now pop up in full via hover tooltip in the Transfer Modal — no more squinting at truncated names and guessing which queue is the right one.
Why it matters: Agents route calls correctly the first time, every time.
Automatically assign voicemails after a transfer
When a transferred call goes to voicemail because the intended agent is unavailable, that voicemail now auto-assigns to the right recipient with instant Dialbot and email notifications.
Why it matters: No more voicemails falling into a black hole after a transfer.
Dynamic E911 for distributed and remote teams
Dynamic E911 automatically detects and shares a desktop or browser user’s live location during emergency calls. Admins can enable it at the office level for eligible US and Canada locations — and if location access is restricted, Dialpad prompts the user for a dispatchable address.
Why it matters: Distributed teams stay E911-compliant without anyone having to manually track or update locations.
Keep building smarter
The organizations that actually win at scale aren’t the ones hoarding the most tools. They’re the ones building systems where every conversation, every workflow, and every data point makes the whole operation a little sharper. August’s launch moves that forward across workforce intelligence, AI insights, digital channels, billing, and integrations. Because smarter operations aren’t built once. They’re built every single month. Check out the Dialpad Help Center or hit up your account team for a full walkthrough of August’s updates.