2025
19/5/2025
May updates: Elevate every day
Dialpad delivered 40+ new features and updates in May to elevate every conversation–from powerful new Ai features to more robust integrations.
These are some of the highlights:
🚀 Next-gen Ai for contact centers
Take your contact center to the next level with improved Ai CSAT, Ai Live Coach Cards (now available in meetings, too).
🌍 Enterprise-ready, globally connected
Built for scale with expanded Ai language support, enhanced security, and seamless integrations—including best-in-class Microsoft Teams and HubSpot enhancements.
✨ A brand new look, a smarter experience
Our refreshed brand and UX make messaging more intuitive, meetings more impactful, and every moment seamless.
10/1/2025
Dialpad Best of 2024
Welcome to Dialpad’s Best of 2024 issue
Check out the most popular videos, webinars, reports, and eBooks of the year. See what you missed, revisit the best of the best, and share with your colleagues.
Video of the year: Corporate Bro
What happens when a rookie rep meets a slick Ai-powered, virtual-pickleball-playing sales assistant with all the right answers?
Watch
Best webinar: From legacy to leading edge
Explore the contact center enhancements that are shaping the future of support—at RE/MAX—and beyond.
View on demand
Most clicked product video: Ruby’s road to President’s Club
Watch how Dialpad automates tasks, simplifies lead management, and guides Ruby through her sales call.
Hottest new feature of the year: Ai Recaps
Distill your calls, customer conversations, and meetings into clear, concise summaries with Ai Recaps.
Top analyst report: Gartner® Peer Insights
Find out why so many customers recommend Dialpad in this Gartner Peer Insights report.
Most popular eBook: How to streamline your support ops
Gluing together broken and outdated processes? Get tips on securing a new workforce management (WFM) solution.
2024
12/12/2024
November Release Round Up
Introducing Dialpad Support: The next generation contact center
When agents thrive, happy customers follow. Learn how the new Dialpad Support for customer service helps managers develop high-performing teams and deliver delight.
We’re simplifying our product names
To more intuitively convey what our products do, we’re dropping the word Ai from our core product portfolio.
New contact center features
Did you hear the news? We’ve added new features to enhance your contact center experience.
Remote Screen Control in Meetings
Remote Access Control is live! Invite customers to screen-sharing sessions from your Dialpad call bar in seconds—no extra apps, no delays.
Reach out to your CSM or contact support to join the Early Access Program
12/11/2024
October Release Round Up
This just in!
Dialpad is now fluent in French and Spanish
Get live transcriptions and meeting summaries for French- and Spanish-speaking users.
Improve call clarity with Connect Isolation
Easily reduce background noises like keyboard clicks, whirring fans, and barking dogs from your microphone's audio stream.
New dynamic screen-sharing experience
Now you can pin important participants, resize and drag your screen-share, optimize for large meetings, and more.
Optimize contact center experiences
Adjust call routing rules, hold times, and queue sizes to better manage your contact center overflows.
Search for specific Coaching Teams by name in Sell
Use the new Sell search function to quickly locate a specific Coaching Team by name.
Keep your customers safe with Dialpad’s MFA
Reduce the possibility of fraud and compromised accounts using our multi-factor authentication solution.
To add or not to add, that is the question
Now you can decide whether to invite, add, or do nothing when you mention new users in a private channel.
11/10/2024
September Release Round Up
New Company Dictionary capabilities
New Company Dictionary features make it easier for admins to manage dictionary content and large data sets.
Advanced settings improvement
Check out the new Advanced setting that enables agents to view each other’s statuses for greater transparency.
Agent queue position enhancement
Agents can now keep their contact center queue position when receiving or placing a call on their personal Dialpad number.
New IVR Workflow step
The new Assign step creates or updates variables to store information during the call for better personalization.
6/9/2024
August Release Roundup
Speed up sales readiness
Use the new custom playbooks in Ai Sales to automate your most successful plays and expedite onboarding.
Keep an eye on rep performance
See all of your sales reps’ performance-related metrics in one place with the new Ai Coaching Hub.
Protect your Salesforce call history
Now you can log calls received using the Dialpad CTI in Objects, Cases, and Opportunities so nothing gets lost.
Beef up your security
Our new Multi-Factor Authentication for open-signup customers reduces the risk of fraud and compromised accounts.
Manage your custom statuses
Delete old custom statuses from the drop-down menu to keep your list organized and up-to-date.
Reduce accidental deletions
A prompt now pops up with a user's full name and email address, so you can be sure you’re deleting the right person.
Get better visibility into off-duty agents
Ai Contact Center supervisors and admins can now get more details on agents in a custom off-duty state.
6/8/2024
July Release Round Up
Get prospects to yes faster with Ai Sales
Dialpad Ai Sales has officially launched! Explore the new Ai-powered tools accelerating the old-school sales cycle.
See the new Ai Sales Launchpad in-app view
View analytics and insights on sales calls, customer interactions, and performance metrics, in one place.
Copy-paste your best sales rep
Turn your best-performing sales script into your go-to automated guide for new reps with custom Ai Playbooks
Switch on virtual faxing
Assign and activate toll-free and international fax lines with our virtual faxing service. No landline required.
Browse new Ai Recaps integrations
Log calls and collect insights using Ai Recaps for ServiceNow and Microsoft Dynamics.
Explore how we identify Quality Calls
Learn how Dialpad’s proprietary Ai analyzes key business metrics to classify calls.
Start using outbound email for digital agents
If you have the right licenses, your digital agents can now send emails right from the Digital Contact Center.
6/6/2024
Release Round Up
Easily set holiday hours
Simplify your holiday management by adding holidays across multiple departments with just a few clicks.
Get scores on outbound calls with Ai CSAT
If you have the Ai CSAT add-on, you can start using it to automatically grade outbound calls.
Use supervisor assignment for tricky calls
Supervisors and contact center admins can now select interactions from the digital queue for a specific agent or to handle themselves.
Get help blocking spam
Determine if incoming calls pose a risk with our call blocking and spam prevention features.
10/5/2024
Release Round Up
April App Refresh
We’ve added Siri integration to read messages and call, made it easier to use emojis and GIFs, and added keyword filters for contacts. For Meetings, you can now switch between devices and adjust volume settings smoothly.
Using Siri with Dialpad
Using Siri with Dialpad makes communication easier, faster, and hands-free. With Siri, you can change your Dialpad status, read messages, and make Dialpad calls without having to touch your device — perfect for busy executives and sales reps who are always on the go.
Agent permissions in Voicemail Management
For users participating in our Early Adopter Program for Voicemail Management, we've added a feature that allows agents to delete voicemails within the Contact Center, enabling efficient management of voicemail communications.
Custom customer context for Digital Engagement
Digital Engagement now supports custom customer context that gathers account details while customers wait in the hold queue.
Salesforce CTI integration “Relate to” field
Access a new setting in Salesforce that requires agents to log cases as a mandatory step after completing a call using Salesforce CTI.
Call disposition for calls switched to desk phones
Add call dispositions for transferred calls. Now, agents who switch their in-app calls to a desk phone will still see a call disposition pop-up in the app after ending the call.
New Contact Center agent status indicator
Introducing a new Wrap-Up status to the in-app Contact Center agent status display. Now, you’ll be able to see when agents are in wrap-up state following a call.
Digital agent quick replies
Digital agents can save time by using pre-written responses with the Quick Reply option when responding to frequently asked questions.
9/4/2024
Release Round Up
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
.
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.
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.
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.
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.
7/3/2024
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.
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.
8/2/2024
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.
9/1/2024
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.