Dialpad + Copper CRM
    • 18 Jun 2024
    • 5 Minutes to read
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    Dialpad + Copper CRM

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    • PDF

    Article summary

    Never miss an opportunity with Dialpad's seamless integration with Copper CRM, providing high-level visibility into your pipelines.

    The Dialpad Copper Integration allows you to connect with your Copper CRM to:

    Let's take a look at how this integration works. 

    Who can use this feature
    Dialpad’s Copper integration is currently available to Ai Contact Center and Ai Sales customers, as well as Ai Voice users on the Advanced or Premium plans. 

    Copper API key

    To configure Copper to your Dialpad account, first, you must generate your API key from your Copper CRM Account.

    1. Navigate to your Copper CRM Settings
    2. Navigate to Integration
    3. Navigate to API Keys
    4. Select Generate API Key



    You must be a Copper Admin to generate an API key. If you want to control the API keys that users can create, one easy solution is to temporarily make the user admin, thereby allowing them to create an API key, and then removing Admin access. 

    Alternatively, provide this link to the users and replace the XXXXXX with your Company ID. By accessing this URL, users can create an API key. Remember, you'll need to log in to access this URL and the API key will only be generated for the email id specified. 

    Enable Copper CRM for the company

    Copper must be enabled for the entire company before it can be used by offices, departments or contact centers.

    To do this, head to your Company Settings from Dialpad.com 

    1. Navigate to Integrations 
    2. Navigate to Copper
    3. Select Options
    4. Select Manage Settings
    5. Select Enable this feature 
    6. Navigate to Settings
    7. Enter your Your Company URL
    8. Select your Leads/People preference
    9. Select Save

    Configure Copper call logging for the company

    Company admins can configure company-wide settings for this integration.

    Head to your Company Settings from Dialpad.com 

    1. Navigate to Integrations 
    2. Navigate to Copper
    3. Select Options
    4. Select Manage Settings
    5. Check the desired call logging preferences
    6. Select Save

    Configure Copper for an individual office

    Office admins can configure Copper CRM to inherit the company-wide settings or to use their own unique settings.

    To customize the individual office level, settings apply to departments, contact centers, and groups, go to your Admin Settings at Dialpad.com

    1. Navigate to Office Settings
    2. Select Integrations 
    3. Select Options
    4. Select Manage Settings 
    5. Select Customize for this Office
    6. Select your call logging and lead preferences 
    7. Select Save

    Call logging preferences

    Select what to call activities to log into Copper:

    • Calls - When enabled, a call activity is automatically created for each call.
    • Recordings - When enabled, a link to the user's call recording is posted to the Copper activity.
    • Transcripts - When enabled, a link to the call's Ai transcript is posted to the Copper activity.

    Leads and people creation settings

    Decide which object to create in case no match is found:

    • Leads
    • People

    You can then log the call to the newly created object.

    Set up Copper as an agent

    Once Copper has been enabled for your company, it's time to configure Copper as an agent. 

    This configuration is a one-time setup and can be done during an active call, or when viewing a contact. 

    1. On the sidebar of your call, or when viewing your contact, scroll through the integration list until you see Copper. 
    2. Click Connect Copper CRM
    3. Click Proceed in the pop-up window that appears
    4. Enter your API key and email address
    5. Select Save

    Logging a call

    Calls can be logged to Copper leads or Copper people and can be logged as a new object, or logged to an existing object.

    • Creating a new object

    When you receive an incoming call that has no contact match, it's time to create a new object (either a person or lead).

    1. Select Create Lead 
    2. Enter the contact name, subject, and call description
    3. Select Save

    That's it, it's that easy! The lead is now created within Copper and the call is logged.

    • Logging a call to an existing object

    When you receive a call from a known contact (via a contact search in Dialpad and Copper), all you need to do is add a subject and description – the contact details will auto-populate based on your records. 

    1. Enter the subject and description
    2. Select Log Call

    Your call will now appear in your Copper call logs (and will be listed in Dialpad, too), with links to the call summary and recordings.


    Multiple contact matches

    In the event that you receive a call and find that you have multiple contact matches, our Copper integration allows you to select the correct one. 

    1. Select the correct contact
    2. Select Connect

    Your call will now be logged with the correct contact.

    Copper does not support 'Shared User' environments — a 'Named Copper User' is required to match each Dialpad User for any integration between platforms. Copper doesn't support a "Shared User" environment.

    Customers can choose between Lead or People for Contact Matching and Call Logging to existing contacts.

    Call review and history

    Call details are stored not only inside Copper but also in Dialpad, giving you access to our amazing Ai features. 

    The following records are noted within Copper:

    • Call ID
    • Type
    • Number from
    • Duration
    • Link to transcript
    • Subject of the agent notes
    • Agent notes

    Select the call link to instantly access the following Dialpad features:

    • Call recording
    • Dialpad comments
    • Dialpad transcript
    • QA scorecards


    Frequently asked questions

    What does 'wrong match' do?

    If there are multiple contacts with the same name or number, we list all records so that you can associate the correct lead/contact.

    Will they be able to search people or lead from the search bar?

    Currently, we are not supporting search functionality. 

    Can I create an object when the call is not active?

    No, the call has to be active in order to create an object.

    I received app_call_event not found error!

    Sometimes, even if there is a lead created, Copper will display 0 matches found and throw an "App_call_event not found" or "unknown error" occurred. If that happens, please Contact Support.

    Are SMS or screenpop supported?

    Not at this time, but stay tuned!

    What are the accepted number formats?

    Dialpad stores numbers in +E164 format and may fail to discover a match if Copper leads or people are created in a different format.

    Can I log missed calls as people or leads?

    Missed call logging is not supported.

    Why does Copper keep showing me log notes?

    Notes taken during your call will be concatenated and saved as one log note. 

    If you do not wish to log the call, simply Cancel it.

    What should I do if I find duplicates in the CRM system?

    There are several scenarios where the system will create a duplicate person, company, or lead record. Easily consolidate duplicate records by merging them within Copper.

    Merging multiple records is final and cannot be undone.

    What happens if I didn't create a Dialpad contact, but want to create an object?

    There is no requirement to create a Dialpad contact to match the contact in Copper. We use the phone number to search Copper. 

    What should I do if the sidebar widget is stuck in a loading state? 

    If the sidebar is stuck in a loading state, try disabling the following flag in Chrome: chrome://flags/#third-party-storage-partitioning.
    You can enter this in your browser address bar and then reconnect. If the issue continues, or if you aren't using Chrome, please contact our Support Team.

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