Dialpad + Slack

With Dialpad's Slack integration, teams can drop toggling between apps and stay focused on the task at hand. Notifications for missed calls, text messages, voicemails, call details, and more, are automatically pushed to Slack, offering your teams an easier way to view and manage their Main Line, Department, or Contact Center activity from a single platform as well as launch 1:1 calls. 

Let's go over this integration. 

Enable the Slack Integration

To enable the Slack integration for your Office, head to your Admin Settings from Dialpad.com 

1. Navigate to My Company 
2. Navigate to Integrations 
3. Next to Slack select Options
4. Select Enable 
5. Follow the prompts to authenticate the connection between Slack and Dialpad 

Now that you've enabled the integration for your Office, the next step is selecting the shared lines you'd like to have Slack connect with. 

Turn Slack Logging On

In order to automatically log activity such as received calls and voicemails, you'll need to create a matching channel in Slack for your Department or Contact Center.

Once the channel has been created, head to your Admin Settings to enable Slack logging for your Department or Contact Center.

1. Navigate to the Department or Contact Center 
2. Select Integrations
3. Select Options beside Slack
4. Select Configure
5. Check the boxes beside activities you'd like to log 
6. Select the channel you want to push notifications to 
7. Select Save Changes

If you have Dialpad Ai enabled you will also have the option to "Log when a Ai call summary is available".  When enabled, the Ai call summary link will be logged as well.

Dialpad Notifications in Slack

Once connected, you'll receive push notifications in your Slack channel. 

Completely customizable, you can receive notifications for activities such as: 

• When a call is answered
• When a call is completed
• When a call is missed
• When a voicemail is received 
• When a call is canceled
• When a VM transcription is available
• When a text message is received

*You will not see a banner notification when a call is completed, the push notification of when a call is completed is displayed on the thread and on the app icon with a red dot.

FAQs

Do I have to be the Slack Admin to enable the integration?

No. You’ll just have to be a Dialpad Admin to enable across your Office and the Department or Contact Center Admin to enable on those lines. 

Do all calls made to a Contact Center or Department get logged?

Internal company calls do not get logged. Only external calls to call centers and departments are logged at this time. 

Can I click-to-call from Slack?

Yes! Just click on a number from your Slack and your Dialpad app will be opened ready to place the call. 

Will notifications appear on my Slack mobile app?

Yes.

Will this be a paid add-on or included in my plan?

Good news—this integration will automatically be included in your plan at no additional cost.

Can I log calls on my private channels?

No. In order to use the integration, you need to connect your Office and the Department or Contact Center to a public channel. 

Can we push activity from direct user lines?

Not at this time. Our integration currently only works on shared lines like your Departments or Call Centers.