---
title: "Agent experience in Dialpad Dialer campaigns"
slug: "agent-experience-in-dialpad-dialer-campaigns"
updated: 2026-05-12T23:09:02Z
published: 2026-05-12T23:09:02Z
---

> ## Documentation Index
> Fetch the complete documentation index at: https://help.dialpad.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Agent experience in Dialpad Dialer campaigns

Agents receive calls from Dialpad Dialer while they’re working in a Dialer-enabled Contact Center.

> [!NOTE]
> Who can use this
> 
> Dialpad users assigned to a Dialer-enabled Contact Center.

## Join a Dialer campaign as an agent

To receive Dialer calls, agents must:

1. Sign in to Dialpad
2. Open the relevant **Contact Center**
3. Set their status to **Available**

Dialer will begin sending calls to available agents when:

- A campaign is running in that Contact Center, and
- Leads are eligible to be dialed (not blocked by DNC, limits, or calling windows).

## Pinned audio leg

During an active Dialer campaign, agents may see:

- An **ongoing call** session (pinned audio leg) while they’re in **Available**.
- This call leg stays connected and **muted** when no lead is on the line.
- When Dialer reaches a live lead, it connects that lead to the agent through the pinned leg. The agent will hear a quick tone when they are being connected with a lead.

This design reduces connection time so agents hear the caller as soon as they answer.

## Dialer indicators in the UI

While a campaign is active, agents may see:

- A **Dialer** icon or banner in the Contact Center view.
- A **tag** or **pill** on calls that were created by Dialer.

These indicators help agents distinguish Dialer calls from other outbound or inbound calls.

## Screen pop

Agents will automatically see any Custom Properties for a Lead in the right panel of the conversation view if they are provided when a Lead is added to the Dialer.

## Handle a Dialer call

From the agent's perspective, Dialer calls look similar to regular calls:

1. The call appears in the Dialpad interface when a lead answers.
2. Agents use normal controls to:
  - Mute/unmute
  - Hold
  - Transfer
  - Add participants
3. After the call, agents complete **wrap‑up** (see below).

## Wrap‑up and dispositions

After each Dialer call, agents are prompted to:

- Select a **disposition** that describes the outcome (for example: Connected – Interested, Left Voicemail, No Answer).
- Optionally add **notes** that help with follow‑up or coaching.

Dispositions and notes feed into:

- Campaign analytics
- Performance reporting
- Follow‑up workflows (if configured)

## Update DNC and number validity

From the wrap‑up panel, agents may be able to:

- Mark a number as **Do Not Call** or **Do Not Text**
- Mark a number as **invalid** (for example: wrong number, disconnected)

These updates help:

- Keep future campaigns compliant, and
- Prevent wasted attempts on bad numbers.