What's new

Messaging Analytics report

Stay on top of your team’s messaging performance with the new Messaging Analytics report. Instantly see how SMS and MMS are performing, monitor delivery health, and understand agent activity—all from one clear, data-rich view. Learn more!

Easily assign agents to multiple contact centers

Now you can quickly assign agents to contact centers across multiple offices, making it easier to manage roles and contact center assignments in bulk. Learn more!

Choose between flex or co-term licenses during self-provisioning

Contracted customers can now select the license type that best fits their needs when adding seats:

1. Co-term license: added to your existing contract

2. Flex license: billed month to month, removable anytime

3. Account executive consultation: connect directly for tailored recommendations.

Learn more!

Screen Recording for trainee calls

Improve your training process with better insights and more effective coaching—starting today. You can now screen record trainee calls, making it easier than ever for coaches to review, train, and improve performance by capturing both the audio and on-screen activity from trainees’ calls. Learn more!

Call queue failover 

We’ve extended our failover system to ensure calls to contact centers, departments, and main lines are queued and delivered to agents and operators. Even in the rare event of a cloud provider disruption, we keep you connected to your customers. Calls automatically route through an independent infrastructure for uninterrupted operations. Learn more!

Five predefined roles now available for enterprise

Enterprise customers can now manage access using five predefined roles: Admin, Analytics Manager, Call QA Analyst, Conversation Designer, and User Manager. Each role includes carefully designed permissions tailored to key responsibilities, making it simple to assign the right level of access. This update delivers stronger security, greater consistency, and clearer ownership across your organization. Learn more!

Bulk WhatsApp messages

Deliver personalized, high-volume WhatsApp messages. Bulk WhatsApp, available through Dialpad Professional Services, handles setup, template creation, and channel activation for you. With dynamic variables, quick recipient adds, and no CSV uploads, it’s the easiest way to reach customers fast, stay compliant, and drive measurable engagement. Learn more!

Improved call recording & transcription notification for inbound call (US & CA)

Start every conversation with confidence and clarity. Inbound calls in Contact Center and Departments now always play a notification when recording or transcription is active. Choose from four system voices or create a custom greeting in seconds with text-to-speech. Get consistent, transparent communication. Learn more!

New canned report to track callback efficiency

Struggling to close the gap between callback requested and returned? Our new report gives you the data to spot inefficiencies, reduce wait times, and boost your team’s responsiveness—so every customer gets faster, better service. Learn more!

New digital conversations session API

Get a unified view of customer interactions across all your digital channels. The Digital Conversation API lets you retrieve detailed session data—including participant info, channel type, routing, and engagement status—so you can analyze trends and performance in your own reporting tools. For each conversation within your selected time range, the API delivers structured CSV exports designed for seamless integration with third-party analytics platforms. Learn more!

“Experiments” are now called “Feature Flags” in the ES Portal

We’ve updated the “Experiments” label across the ES Portal to “Feature Flags” for better alignment with industry standards and to improve clarity for internal teams managing rollouts. No functionality has changed — this update is terminology only. Learn more!

Reactivate users in the ES portal

As a company admin, you can now reactivate suspended users in the ES portal, giving you faster control over user management. Learn more!

A fresh look for mobile settings

Spend less time searching and get things done faster with redesigned user settings that are cleaner, easier to find, and simpler to manage on Android and iOS. Learn more!

Improved search on Android and iOS 

Find what you need faster with instant, comprehensive search results. See all matching results automatically in a single search—no need to search twice. Learn more!

Call settings & improved verified forwarding numbers on Android and iOS

Manage your call settings with clarity. Easily toggle between HD Calling and carrier calling, and add or manage forwarding numbers through a streamlined, intuitive process. Learn more!

IVR/AI language selection for Coaching Teams

Set IVR, voicemail, and AI language preferences for all trainees at once using a simple dropdown menu in your group settings—no need to configure each trainee individually. Learn more!

Make Salesforce disposition persistent on CTI refresh

Keep your work intact when refreshing pages. Notes, subjects, and dispositions now persist across CTI and Salesforce page refreshes, so you never lose unsaved information. Learn more!

WFM activities management: A home to manage all of your activities within WFM 

Manage all WFM activities from one centralized location in Settings. Create, edit, or delete queue and non-queue activities, validate queue linkages for accurate adherence reporting, and assign agents by skill for automated scheduling. Learn more!

Updated calling flow with caller ID selector (Android)

Make outbound calls with confidence using our refreshed “new call” flow that lets you select and change your persona and caller ID on the fly. Learn more!

IVR Notification for transcript – PSTN users [DPM]

Ensure PSTN participants are informed about transcription with automatic IVR notifications, while web participants see visual labels only. Learn more!

Consent pop-up during meeting [DPM]

Maintain transparency with a consent pop-up that appears when participants join meetings, stating: "This meeting is being recorded and transcribed by Dialpad and our third party partners for quality and training purposes,” along with our Privacy Policy. Learn more!

More language support for Company Dictionary 

Improve word recognition accuracy across global teams by adding custom words in all AI-supported languages: English, Spanish, French, Italian, German, Japanese, Dutch, Portuguese, and Korean. Learn more!

Forecast and schedule with 15-minute intervals

Our new WFM update allows you to generate staffing requirements and contact volume predictions with 15-minute intervals. This greater level of granularity helps you precisely align your workforce supply with customer demand, ensuring optimal coverage and efficiency. Learn more!

Revamped agent settings for easier data management

The revamped Agent Settings page makes it easier to manage agent information for WFM, including working hours, skills, and team assignments. You can now create custom views and edit settings in bulk to ensure the system uses the most up-to-date information when automatically generating schedules. Learn more!

Improved default greeting for shared lines

We've updated the default call recording greeting for all shared lines, including Contact Centers, Mainlines, Departments, and Coaching Teams. The new greeting is clearer and more comprehensive to ensure better compliance. Learn more!

Faxing is now live on iOS

Faxing on the go just got easier. With the latest iOS release, you can now send faxes directly from the Dialpad app, bringing full mobile fax capability to your Apple devices. Learn more!

Admins can now reactivate users without a support ticket

We've made it easier for admins to manage users. You can now reactivate suspended users directly within the ES portal, eliminating the need to open a support ticket and saving you valuable time. Learn more!

See how much your team is actually talking during customer calls

We've added a new metric: "% Agent Talk Time" to the Calls Duration tab in your analytics reports. This new percentage shows you how much time agents spend talking during a call, helping you better understand your team's conversations and performance. Learn more!

Dialpad now offers a Google Meet integration

We've added a new integration with Google Meet. Now, customers coming from Google will automatically have Google Meet set as their default video conferencing option, making it easier to start meetings. Learn more!

New call status field in Salesforce

The Dialpad Call Log object in Salesforce now includes a new field called "Call Status." This field displays the call status, which is fetched from Call Categories, providing you with more detailed information about your calls. Learn more!

Improved Salesforce integration and call logging

Agents will now be notified whenever Dialpad is disconnected from Salesforce, ensuring they are always connected to log calls. Additionally, once calls are logged in Salesforce, they will also be available in your Conversation History. Learn more!

IVR notification for PSTN users in DPM

When transcription is toggled on, an IVR notification will now be played to PSTN participants. This feature provides an audio notification for phone users while web participants will only see a visual label. Learn more!

Improved Google Calendar Add-on experience

We've made major improvements to our Google Calendar add-on. We now have true calendar delegation support, which ensures that meetings are always scheduled in the right owner's room and that delegation works as expected. Learn more!

Understand and optimize your agents' productivity

The new Agent Productivity Report provides clear visibility into how your agents spend their time, helping you identify trends, reduce downtime, and optimize team performance. This out-of-the-box report tracks key metrics like breaks, occupancy rates, and productivity percentages for your contact center. Learn more!

Easily download agent performance reports

You can now easily download a report of your contact center's agent performance, including time-spent patterns, to better analyze and optimize your team's productivity. Learn more!

Greater date controls for WFM performance data

We've enhanced WFM performance data controls, allowing you to view and export up to 32 days of data at a time. This gives you greater control over the time period, making it easier to generate monthly metrics like adherence and occupancy rates. The CSV export has also been improved to include a cumulative summary alongside the daily breakdown. Learn more!

WFM automatically adjusts your schedule

WFM will now automatically fill scheduled gaps left by removed calendar events, eliminating the need for manual monitoring. This ensures agents are optimally utilized and helps maintain service levels, reduce costs, and free up admins to focus on more strategic tasks. Learn more!

Flexible license management for regional admins

Regional admins can now easily transfer licenses between offices within their jurisdiction. This new flexibility simplifies license management, allowing for quick adjustments and improving overall operational efficiency. Learn more!

Quickly resubmit rejected port requests

Admins can now save time and speed up the number porting process by resubmitting rejected requests directly from the Admin UI. This new feature allows you to quickly review the rejection reason, make updates, and resubmit without starting from scratch. Learn more!

Fax is now available on Android

Our fax feature is now generally available on Android devices running version 34.0 or higher. You can now send faxes directly from your Dialpad app using both personal and shared lines. Learn more!

Filter by Agent Expertise for more targeted insights

We've added a new filter for Agent Expertise to help you gain insights faster. You can now filter conversation history, live dashboards, and various reports to focus on conversations and metrics that require specific skills. Learn more!

Dialpad now supports Microsoft Intune app-based Conditional Access

Dialpad and Dialpad Meetings for iOS and Android now fully support Microsoft Intune app-based Conditional Access. This feature helps protect your organization's data on employee-owned devices by ensuring that only authorized apps can access corporate resources. Learn more!

Easily find your company's admin

We've added a new feature to the ES company users page that displays the company admin's details. You can now easily access their direct page with a single click, making it simpler to find and contact the right person. Learn more!

Set favorites and speed dials in bulk

You can now set favorites and speed dials for users in bulk through the ES portal. This new feature simplifies the process, saving you time when managing multiple users. Learn more!

Enhanced features for Poly Edge E Phones

We've made more improvements to the Poly Edge E phone series, including advanced features and ongoing sidecar support. This reflects our commitment to evolving user communication by providing you with the latest technology and functionality. Learn more!

Easily download multi-monitor screen recordings

We've made it easier to download screen recordings from multi-monitor setups. You can now download all screens in a single click. The recordings are automatically zipped into one file, so you can access everything faster and more efficiently, following the same process as the "Download All Call Recordings" functionality. Learn more!

Improved default greeting for enhanced compliance

The default call recording greeting for all shared lines—including Contact Centers, Mainlines, Departments, and Coaching Teams—is now clearer and more comprehensive for compliance. Learn more!

Get the “why” behind your scores with Ai CSAT Explanations

Understand the real drivers of customer sentiment with our new Ai-powered narrative snapshots. Learn more!

New filter options for supervisors

Supervisors can now filter by last conversation state and bookmark for more refined listing and reopening options. Learn more!

Enable screen pop for Salesforce custom objects 

Salesforce’s native screen pop and Dialpad’s screen pop feature now work with custom Salesforce objects. Automatically load the Salesforce record in the background so you have the latest information, whether on CTI or Dialpad. Learn more!

Sort by ‘Last dialed time’ in Salesforce Powerdialer

Admins can now set 'Last dialed' as the default sorting option for the Powerdialer list. This default value can also be overridden with a custom property. Learn more!

More language support for Company Dictionary 

To boost word recognition accuracy, you can now add new words in English, Spanish, or French. We've also made things easier with a new language filter and a "person name" category. Learn more!

Enhanced agent call handling metrics

Get a precise view of individual agent call handling with "Inbound answered calls" and "Answered Callbacks" metrics directly from the Agent Productivity leaderboard. Learn more!

Auto-reply messages for shared lines

Admins can now set up automatic SMS replies with customizable schedules, giving them full control over when and how auto-replies are sent. Learn more!

Korean is now a supported language across Dialpad

You can now set your UI, IVR, and Voicemail language to Korean. Korean Ai features are also available in our Early Adoption Program. Learn more!

Bullhorn and Dialpad integration with multi-office support

Make recruiting candidates and working with clients a breeze. With the Bullhorn and Dialpad integration, your calls and notes log automatically, and contacts get matched up perfectly. Plus, it works with one or even multiple Bullhorn accounts. Learn more!

Keep agents on track with the Verint and Dialpad integration

Call center admins can now set up agents (users), campaigns, and schedules in Verint. This works in real time with Dialpad as a behind-the-scenes process, so it doesn't pop up in the Dialpad sidebar. Learn more!

Better customer experience with the PolyAI and Dialpad integration 

This integration combines PolyAI's conversational AI with Dialpad, leading to intelligent, efficient, and seamless customer interactions. Learn more!

Secure and efficient customer interactions with PCI Pal and Dialpad Integration

PCI Pal facilitates secure, PCI DSS-compliant credit card payments within Dialpad via DTMF, safeguarding sensitive cardholder data and optimizing agent workflows. Learn more!

Flexible admin access to user call recordings

A new setting now gives admins access to individual user DID call recordings, providing them with greater oversight and flexibility, while also clearly notifying your team about recording access. Learn more!

Improved customer context in IVR Workflows

Admins can now set up IVR workflows to provide agents with important customer information, giving them the right context for faster, more personalized conversations. Key details will now automatically appear in call notifications, agent and supervisor screens, call summaries, and queue displays. Learn more!

Automated changes to breaks in WFM

No more manual schedule changes. Now you can automatically tweak scheduled breaks when agent calls run over. This update cuts down on admin work and improves adherence without compromising service levels. Learn more!

Save time with Personal Templates in messages

Templates are reusable message shortcuts that help you respond to customers faster. You can create, edit, and organize them with tags from the desktop, and use them in 1:1, group, or channel conversations, including on mobile. Learn more!

New templates for your Digital Contact Centers

New Omnichannel Templates are now live in the Dialpad Admin Portal. You can set them up for your whole office (under Contact Center settings), specific Digital Contact Centers (in Digital Contact Center Settings), email channels, and also for non-email channels. This is for admin purposes only. The Digital Agent interface hasn't changed. Learn more!

International callback option for your customers

Your call center can now offer callbacks to customers with international phone numbers, provided your Dialpad company plan supports international calls and has sufficient funds. This enhancement makes it easier for your global customer base to connect with you. Learn more!

Change global status across multiple contact centers

Supervisors can now update agent statuses across all Contact Centers they manage. Learn more!

Give callers a choice: route them to a new destination instead of voicemail

Instead of being forced to leave a voicemail, callers now have the option to press “0” to be instantly routed to a department, a contact center, or the main office line. This new feature helps ensure callers always reach a person, even when you’re unable to take the call. Learn more!

New features make your desk phone even better

We've added new features to give you more control over your desk phone. You can now set call forwarding on Yealink phones, and we've improved hot-desking so you won't be automatically logged out of a previous phone. We also added the option to create custom speed dials in your line key configuration. Learn more!

Seamlessly integrate HubSpot with your calling features

We've enhanced our HubSpot integration with new features to improve your workflow. Now you can make and log calls directly in HubSpot, log SMS messages in Salesforce, and send automated SMS from HubSpot workflows. This update also includes improved contact management and the ability to automatically create support tickets. Learn more!

Boost your insights: export Callbacks & Queue Health reports now

Gain deeper insights into your call center performance! You can now export records from our new Callbacks and Queue Health Analytics reports, empowering you to analyze your data with your preferred internal tools. Learn more!

AI Scorecards now has the ability to select N/A for LLM questions

Our AI now automatically recognizes when a question on our templated forms doesn't apply and adjusts the score accordingly. This helps ensure your reviews are fair and focused, with automated scoring that detects and accounts for "not applicable" responses. Learn more!

Customize your Live Dashboard

We've updated the Live Dashboard with more customization options and enriched metrics. You can now choose to show or hide widgets, arrange and rearrange them, and view both voice and digital data in a single, merged view. The update also includes the ability to hide admin information and new hold metrics. Learn more!

Get ready for enhanced reporting: auto-save and saved reports

Auto-save automatically retains any modifications you make to Canned Reports, including filters and columns, so you can easily access them later under the "Modified" label. For more persistent customizations, our new Saved Reports feature allows you to save specific report views, accessible from Reports/My Reports, where you can create, update, and remove multiple saved views. Learn more!

You're in Control with On-Demand Recording

Seamlessly control your call recordings with our new On-Demand Recording feature. Start recording mid-call to capture essential information, and easily pause or stop to protect private details. Focus on your conversation, knowing you have complete recording control exactly when you need it. Learn more!

Browse all the Salesforce objects from the Dialpad sidebar

Salesforce search is now integrated directly into your Dialpad sidebar. Quickly browse, filter, and sort all objects to find the exact record, providing complete conversation context without breaking your workflow. Learn more!

Updates to Department call recording

Manual call recordings for Call Centers, Departments, and Main Lines now save directly to the group's shared inbox, not the agent's personal one. This centralizes team conversations for easier access, coaching, and review. Learn more!

Improved license information layout for easier management

We've redesigned the license page for clarity and speed. Licenses are now intuitively categorized, offering an at-a-glance overview of assigned and available licenses. This helps you find information and make decisions faster. Learn more!

Supercharge your CX with Google's Conversational AI

This awesome new feature links Dialpad up with Dialogflow CX virtual agents, so you can handle routine questions automatically. When a customer needs a human, it seamlessly bumps them over to a live agent. This means smarter self-service for your customers and a smoother workflow for your team. Learn more!

A calling experience as seamless as your iPhone

We've redesigned the iOS calling screen to mirror the native iOS experience. Mute, transfer, or add callers with effortless familiarity for a smarter, more seamless way to handle business calls on the go. Learn more!

Manage the AI language at the contact level for all calls initiated through the Dialpad App

Chatting with people worldwide and want to make sure you catch every word? Now you can pick an AI language for each contact. That way, Dialpad Ai will automatically transcribe your calls perfectly, no matter your usual settings. It's super easy, automatic, and gives you a flawless record of every chat. Learn more!

Salesforce Integration Health, at a glance

A new 'Connected Services' column on the user list displays the timestamp of each user's latest Salesforce session, allowing you to proactively manage team integration and ensure no call log is missed. This provides instant visibility to confirm active connections and spot potential sync issues, offering peace of mind for data integrity. Learn more!

Your data, your choice: a new opt-in approach to AI

To provide you with complete data control, Dialpad Ai features and Ai Training will now be disabled by default for all new companies and offices. This opt-in model ensures consent and simplifies compliance. Existing customer settings are unaffected. Learn more!

A smart safeguard for call recording compliance

To prevent accidental compliance violations, a new safeguard has been added: when an administrator enables call recording on a shared line and selects "No Message" for the greeting, a confirmation pop-up will appear. This alerts you that live agents are responsible for informing participants of the recording, aiding in your compliance strategy. Learn more!

A stronger, more compliant call recording greeting

We're updating the default call recording greeting for all shared lines to a more comprehensive message. This enhances legal protection, transparency, and aligns with compliance standards for monitoring, recording, and AI transcription. Learn more!

Smarter Salesforce logging: let Dialpad connect the dots

We've enhanced our Salesforce integration to save you time and improve data accuracy. Calls to records like Opportunities are now automatically logged to their parent Account, providing a complete view of customer interactions with no extra effort. Learn more!

Setup your Quick Replies for your digital contact centers

We've launched a new administration hub for Omnichannel Quick Replies, providing granular control over saved responses. You can now create and assign specific reply libraries for your office, contact centers, or tailor them for channels like email, chat, and SMS. This ensures agents have context-aware responses readily available, improving the experience for all. Learn more!

Greater accuracy and control for your Salesforce SMS logs

We've tweaked how SMS from shared lines get logged so your Salesforce data and message logs are spot-on! We ditched the old default that could mess up SMS assignments. Now, admins just need to pick a Salesforce User or Queue as the owner for these messages. This clears up any confusion and makes sure every inbound SMS has a clear owner, which means better data and easier follow-up. Learn more!

Create ‘Dialpad SMS Log’ object for 1:1 messages

For a complete picture of your customer conversations, data consistency is key. We’re excited to announce that you now have the option to log 1:1 text messages using the same robust ‘Dialpad SMS Log’ custom object previously reserved for shared lines. Learn more!

Automatic missed call logging in Salesforce

We've added a setting to automatically log all missed calls from individual and shared lines in Salesforce, turning them into trackable opportunities. Missed calls from shared lines can be assigned to a Salesforce user or queue for immediate follow-up, ensuring no lead is missed and all customer interactions are captured. Learn more!

A cleaner, more focused view for your agents

We've added a new admin setting to give you greater control and streamline your team's experience. You can now completely hide Contact Center and Department settings pages from agents, decluttering their workspace and providing more robust control for you. Learn more!

Full transparency for your AI-powered calls

To increase transparency and compliance, calls using AI transcription without recording will now include a specific audio greeting. This distinct greeting will automatically inform all parties that the call is being transcribed when Dialpad Ai is enabled on a shared line for transcription-only purposes. This ensures clear disclosure for real-time AI features, separate from standard call recording notifications. Recorded call greetings remain unchanged. Learn more!

Build your team on Dialpad in seconds- improved user invite experience

We've streamlined the user invite experience to help your team connect and collaborate faster. You can now invite colleagues directly from the main app, simplifying the workflow to get your team set up quickly. Learn more!

A Brand New Look for Dialpad

Dialpad’s refreshed brand brings a modern logo, vibrant design system, and elevated messaging to every touchpoint—online and in-app. Learn more!

Bring live coaching into your meetings

Real-Time Assist and Custom Moments now work automatically in Dialpad Meetings. Give your team the same live coaching and in-the-moment support they rely on in calls, now extended to every meeting. Learn more!

Support customers faster with remote access

Let agents securely access a caller’s screen and take action on their behalf—so issues get resolved faster and customers get the help they need. Learn more!

Add phone numbers to Dialpad Meetings

With the PSTN add-on, you can enable dial-in access for users on free or non-PSTN Dialpad Meetings licenses—making it easy to join from anywhere, even without an internet connection. Learn more!

Easily manage and track faxes

Contact center and department users can now assign, resolve, and view fax history—so every message is accounted for and follow-ups stay on track. Learn more!

Smarter views for managing agents and activity

Based on your feedback, we’ve revamped agent management to help you work faster and stay focused. Favorite key contact centers, search with ease, bulk-manage agent states, and monitor digital interactions—all from a cleaner, more intuitive interface. Learn more!

Track agents status with WFM adherence reporting

Track not just if agents are active—but what they’re actively working on, to a granular level. Enhanced adherence reporting gives you a clearer view of agent behaviour to monitor agent productivity and adherence to schedules. Learn more!

More granular insight into schedule coverage

The WFM schedule coverage bar in Dialpad now displays 15-minute intervals, a change from the previous 30-minute intervals. This increased granularity improves visibility for shorter activities like breaks and facilitates more accurate schedule optimization. Agents are considered 'staffed' if they are scheduled for more than half of the interval, specifically 8 minutes or more. Learn more!

A sleeker look for call controls

The updated call bar features a modern visual refresh—with rounded corners—while keeping the experience you already know and trust. Learn more!

Translate messages in real time on Android

Automatically translate incoming messages—and reply in your own language, knowing it will be translated for the recipient. No app-switching. No copy-paste. Learn more!

Stay on track with in-line replies

Reply directly to specific messages to keep conversations clear—even when chats get busy. Learn more!

Take action with a click

Hover over a teammate’s avatar to message, call, or meet—without breaking your flow. Stay connected without switching tabs or losing context. Learn more!

Catch up faster on iOS

Quickly swipe through unread messages, spot mentions, and stay organized on the go. Learn more!

Sort channels your way

Organize channels alphabetically or by priority. Priority sorts by unread mentions, then unread messages, and finally by how often you interact, so you can focus on what matters most, first. Learn more!

WFM schedule notifications in the agent’s workflow

Drive up agent adherence with Dialbot notifications telling an agent where they need to be and when, within their workflow. Learn more!

Support for 3 digit extensions

Extensions make it easy to connect callers to the right person or place. Dialpad now supports 3-digit extensions for users, room phones, and shared lines. Learn more!

Co-brand your Dialpad App

Add your company logo to the app header for a familiar, branded experience your team will instantly recognize. Learn more!

Set reminders to follow up 

Need to revisit a message? Set a reminder for a specific date and time—so nothing falls through the cracks. Learn more!

AI Scorecard question enhancements

Scorecards now support multiple choice answers and optional follow-up questions that don’t affect scores—so managers get better context without adding pressure. Learn more!

iOS New Calling Experience

The new calling experience on iOS brings a fresh, modern UI for calls to the Dialpad iOS app. This ground-up redesign of the calling experience more closely aligns to the design of iOS's native calling experience, which makes the overall experience much more intuitive to use. Learn more!