What’s new at Dialpad: October 2026
Reach more customers, in more languages, across more channels
Most organizations aren’t short on ambition.
They’re short on infrastructure that keeps up with it.
A support team that speaks five languages, but AI that only understands one. A contact center managing digital channels in a completely separate system from WFM. Agents starting calls without knowing who they’re talking to. Customers waiting in a queue while three available agents sit on sequential ring.
October’s release closes those gaps. New AI language support, omnichannel WFM, smarter routing, better agent context, and stronger digital engagement tools make Dialpad a more capable platform for organizations operating at real scale.
Dialpad AI now speaks your language
AI that doesn’t work in your language isn’t really AI for your team.
Deploy Dialpad AI in 8 new languages
Dialpad AI now delivers full feature parity across Dutch, French, German, Italian, Japanese, Korean, Portuguese, and Spanish. Transcription, real-time AI, summaries, scorecards, everything that makes Dialpad’s AI valuable in English is now available for international teams.
Why it matters: International teams get the same real-time intelligence and coaching as English-speaking ones, no compromises, no workarounds.
Smarter omnichannel engagement
Voice is one channel. Your customers use more than that.
AI Recaps for Digital
AI Recaps are now available for digital conversations. After every supported chat or SMS session, a summary is generated and displayed, giving agents and supervisors a clear record of what happened without having to re-read the full transcript.
Why it matters: Every digital interaction leaves a useful record automatically, the same way voice calls already do.
Send up to 50 SMS messages at once
Bulk SMS lets agents upload a CSV and reach up to 50 customers in one send, no manual messaging, no copy-paste.
Why it matters: High-volume outreach takes minutes instead of hours.
Take outbound conversations beyond the call
Digital Outbound Agents can now send SMS messages, enabling automated follow-ups and continued customer engagement after a call ends.
Why it matters: Customer conversations don’t have to stop when the call does.
Configure digital channel notifications for your team
Admins can now control how agents see and hear alerts for incoming digital conversations, choosing between push notifications and repeating sounds rather than relying on a single hardcoded default.
Why it matters: Agents don’t miss incoming conversations because their notification settings didn’t match how they work.
More responsive contact center routing
Ring everyone who can answer
Simultaneous Ring gives contact centers a faster way to connect customers with available agents, ringing multiple eligible agents at the same time, with the call going to whoever answers first.
Why it matters: Customer wait times drop and missed connections decrease without adding agents or changing how teams are structured.
More intelligent WFM for digital operations
Forecast and track adherence for your entire contact center
Until now, WFM’s forecasting and adherence only covered voice. Agents handling email, chat, or WhatsApp appeared idle, and forecasting digital volumes meant manual CSV exports per queue.
That changes with October’s release. Digital contact centers now work like voice: volume loads automatically to produce a forecast, digital work counts toward adherence, and sessions appear in performance reports alongside calls, for web chat, email, SMS, WhatsApp, and more.
Why it matters: Workforce managers finally have a complete picture of their operation, not just the voice part of it.
Catch intraday volume surges before they affect service levels
When contacts start piling up above forecast, Dialpad WFM now detects the surge and flags it with a pre-filled staffing adjustment ready to apply. Review the suggested uplift per queue, adjust what doesn’t look right, and recalculate staffing for just that period.
Why it matters: Volume spikes get handled with data and a few clicks, not guesswork and a scramble.
Rebalance your schedule without touching every agent
When intraday volumes shift, managers can now automatically rebalance the schedule to close coverage gaps, choosing the optimization method, setting guardrails, and letting WFM calculate the best set of changes.
Why it matters: Intraday responses that used to take significant manual effort now take minutes.
Smarter, context-aware agent workflows
Give agents the context that matters
Dialpad Dialer now surfaces custom lead and campaign fields in the screen pop, so agents see account details, deal status, and history right when the call starts, without switching tabs or searching.
Why it matters: Agents spend less time looking up context and more time using it.
Build Dialer campaigns from Salesforce Contacts
Dialpad Dialer now supports Salesforce Contacts as a lead source. Company admins can map Contact fields to Dialer lead fields, while campaign admins can select Contact or Lead lists when creating a campaign.
Why it matters: Less manual CSV work, more flexibility to build campaigns from the data already in Salesforce.
Fewer duplicate off-duty alerts, less inbox noise
Off-duty alert notifications are now consolidated. Agents assigned to multiple contact centers generate one notification when going off-duty, not one per contact center.
Why it matters: Supervisors get the alert they need without an inbox full of duplicates.
Better meetings and caller experiences
Jump into meetings instantly
A new calendar header pill shows meetings starting in the next five minutes. Select the notification to join instantly from any active screen, without hunting for a link.
Why it matters: The time between the meeting starting and you actually being in it gets a lot shorter.
Switch to the right device before you join
Switch between mobile and laptop while joining a meeting so you always enter from wherever makes sense.
Why it matters: More flexibility, fewer awkward moments at the start of a call.
Keep building
October’s release is about scale, not the kind that adds complexity, but the kind that removes it. More languages for AI. More channels managed intelligently. More context for agents. Faster connections for customers.
Because a platform that grows with you is worth more every month.
To learn more, visit the Dialpad Help Center or connect with your Dialpad representative.