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The Dialpad Forth CRM Integration is purpose-built for professional services teams that rely on Forth to manage complex client relationships.
See the right client record instantly: When a call connects, the integration looks up contacts in Forth using the caller’s phone number, applying enrollment and status-based prioritization to choose the most relevant record for screen pop.
Log calls as structured Call Records: After the call, Dialpad writes a Call Record in Forth with standardized note content, call direction, disposition, assigned agent, and duration, so every interaction is traceable.
Protect data quality: If no suitable contact can be clearly identified (no matches or ambiguous multiple matches), the event is safely dropped instead of logging to the wrong record.
To enable the integration, customers must:
Have an active Forth CRM account with API access enabled.
Have a qualifying Dialpad plan.
This integration is delivered and configured through Dialpad Professional Services and may require backend enablement within Dialpad’s Integration Settings.
As part of enablement, the Professional Services team will assist with:
Setting up client credentials and base URL for Forth APIs
Defining the integrated entity (e.g., office) and call directions for logging
Configuring screen pop settings and verifying the most-relevant-contact logic in customer test scenarios
Testing end-to-end call flows (inbound, outbound, transfers) to confirm that Call Records and screen pops behave as expected
Screenpop & Caller Insights: When a call connects, Dialpad looks up the caller’s phone number in Forth CRM and identifies the most relevant contact using Forth’s matching rules (single match, enrolled status, and prioritized enrollment statuses).
If a unique, prioritized contact is found, the agent’s browser opens that Forth contact’s detail page, giving instant context without manual searching.
If no suitable contact is found, no screen pop is triggered, avoiding confusing or incorrect navigation.
Intelligent contact matching
The integration uses Forth CRM’s matching and prioritization logic to ensure the right contact is selected when multiple records share the same phone number:
No match: Event is dropped (no screen pop or call log).
Single match: That contact is used for screen pop and call logging.
Multiple matches:
Enrolled contacts are prioritized.
Among enrolled contacts, only those in a set of high-priority enrollment statuses are considered; if a single contact meets this, it is used; if multiple do, the event is safely dropped to avoid mis-logging.
This ensures accurate association of calls to client records.
