How to set up a Dialpad inbox in Front

Overview

Dialpad is a cloud-based phone system and call center software solution that allows you to log call activity, listen to call and voicemail recordings directly from Front, and handle calls with their in-app dialer.


How it works

For each Dialpad call, the Dialpad integration will display a separate conversation in Front with information about which of your agents and groups were involved, how long the call was, and who the contact was. Replying to these conversations will be disabled as they are call logs. 

Call activity

You will receive messages in Front for the following Dialpad activities:

  • Inbound calls
  • Missed call
  • Outbound calls
  • Transferred calls

When applicable, a link to a recording or voicemail is sent as well.

Contacts

The sender of the message is displayed as the phone number of the person your agent talked to, so your Contact Manager or CRM Plugin (Salesforce, Pipedrive, Zoho, Shopify, etc) will display the contact as long as the numbers match. 

Note: The format of the numbers must match exactly, including parentheses, spaces, and the leading country code.

Syncing

If a contact already exists in Front with a matching phone number, then the message will display their name as the sender. If the contact does not already exist in Front, a new contact will be created for that phone number. Contact information like first and last names will not sync from Dialpad to Front.

In-app phone

Follow these instructions to add your in-app phone to Front to make and receive calls directly from Front.


Instructions

Step 1

Click into your Company settings.

Step 2

Click on Inboxes on the left menu and Add a team inbox.

Step 3

Fill out the name and description of your inbox. Click Create.

Step 4

Choose Dialpad from the channel menu.

Step 5

Click the blue Connect to Dialpad button.

Step 6

Take your API token from Dialpad and input it here, then click submit. You must be a company admin in Dialpad to access API tokens.

Step 7

Select the teammates, departments, and call centers whose call activity you want to receive on this channel. You will not be able to edit which agents and groups are subscribed to for this channel. To edit, you’ll need to delete the channel and start again.

Step 8

Name the channel. We recommend that the name indicates which agents and groups are included in the channel.

Step 9

Choose the teammate access for this inbox, and whether you'd like to pin this inbox for teammates.

Step 10

Complete the remainder of the inbox settings, and click Finish.


Pricing

You will need to be on the Plus plan or above to access this feature. Some legacy plans with different names may also have this channel. If you'd like to purchase the feature, you can update your plan in-app or reach out to us.

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