---
title: "Create a Digital Contact Center"
slug: "create-a-digital-contact-center"
description: "Digital Contact Center creation and deployment is currently in an Early Adopter Program."
tags: ["webchat", "dialpad call center", "ai contact center", "add digital agent", "Dialpad sell", "create digital contact center", "ai voice", "dialpad talk", "EAPs", "ai sales", "digital contact center", "early adopter program", "omnichannel metrics"]
updated: 2025-12-03T22:43:13Z
published: 2025-12-03T22:43:13Z
---

> ## 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.

# Create a Digital Contact Center

Discover the power of an Omnichannel Digital Contact Center! Multiple digital connection options, such as Web Chat, help you deliver seamless and engaging customer experiences. The Dialpad Admin Portal enables you to manage all interactions in one place, streamlining operations and enhancing efficiency.

Let’s take a look at how Digital Contact Centers work.

> [!NOTE]
> Who can use this
> 
> Digital Contact Center creation and deployment is available to Dialpad Connect, Dialpad Support and Dialpad Sell users with a digital plan.

## Create a Digital Contact Center

To create a Digital Contact Center, go to your Dialpad **Admin Settings**.

1. Navigate to **Contact Centers and**select the **+**icon
2. Select **Digital**
3. Name the Contact Center ![A window displaying options for creating a contact center. The Digital option is highlighted with a name added to the contact center.](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/Create Digital CC.png)
4. Add a description (optional)
5. Select **Create**

That’s it! Your new Digital Contact Center is now ready for you to add agents, configure routing preferences and skill-based expertise groups, and add digital channels.

## Add and remove digital agents

Digital agent management is a breeze — adding and removing Digital Contact Center agents can be done right from the Dialpad Admin Portal.

### Add digital agents

To add agents to your Digital Contact Center, go to your Dialpad **Admin Settings**.

1. Navigate to **Contact Centers**and select the Digital Contact Center
2. Navigate to **Agents & Admins**
3. Enter the agent’s name in the search bar
4. Select the name, or press **enter**, to confirm

![View of the Admin and agents section in a digital contact center settings page. Adding a user from the search is highlighted.](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/Add Users to Digital CC.png)

Once added, use the Options menu to update their expertise skill set, admin permissions, or even remove the agent completely.

### Remove digital agents

To remove agents from your Digital Contact Center, go to your****Dialpad **Admin Settings**.

1. Navigate to **Contact Centers**and select the Digital Contact Center
2. Navigate to **Agents & admins**
3. Beside the agent’s name, select **Options** >**Remove**

![The Agent and admin section of a digital contact center settings page. The option to remove a user from the contact center is highlighted.](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/Remove Users from Digital CC.png)

> [!NOTE]
> Note
> 
> Removing an agent from a Digital Contact Center does not affect their Dialpad license; it only impacts their ability to interact within the Digital Contact Center.

## Assign admin permissions

Assign admin permissions or make an agent a Contact Center Supervisor from the settings of your Digital Contact Center.

To make an agent a Digital Contact Center Admin or Supervisor, go to your Dialpad **Admin Settings**.

1. Go to**Contact Centers**and select the Digital Contact Center
2. Navigate to **Agents & admins**
3. Beside the agent’s name, select **Options**> **Make Admin**

![A view of the users in a digital contact center. The option to make a user an admin for the contact center is highlighted.](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/Add Admin to Digital CC.png)

## Create and assign expertise groups

Utilize Expertise Groups to direct customers to the most suitable agents every time. Expertise groups enable you to highlight specific agents with specialized knowledge within your team, defined for each Contact Center.

To create and assign expertise groups, head to your Dialpad **Admin Settings**.

1. Navigate to **Contact Centers**and select the desired Digital Contact Center
2. Navigate to **Agents & admins**
3. Beside an agent name, select **Options** > **Assign Expertise**

![A list of users for a digital contact center. The option to add an expertise for a user is highlighted.](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/Add Expertise to Digital CC User.png)
4. Select**Add new expertise**

![The Assign Expertise window, showing the option to add an expertise option, name it, and assign it to a user.](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/Assign Expertise.png)
5. Name the Expertise Group
6. Select **Add new expertise** to create additional Expertise Groups
7. Check the boxes beside the Expertise Groups you want to assign to the agent
8. Select **Assign**

![The Assign Expertise window displays various expertise options for an agent to select from. More than one option can be selected.](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/Assign Multiple Expertise.png)

Once assigned to an agent, you’ll see the Expertise Group listed beside the agent’s name in the **Agents & admins** section.

![View of the agents and admin section for a digital contact center. The column that displays an agent's expertise is highlighted.](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/Agent Expertise View in Digital CC.png)

To unassign an Expertise Group:

1. Beside the user’s name, select **Options** > **Assign expertise**
2. Uncheck the box beside the desired Expertise Group
3. Select **Assign**

## Configure Digital Contact Center routing

Routing and distribution rules automatically direct inbound interactions to specific agents based on predefined rules and criteria, such as agent availability or skill-set expertise. By setting contact distribution rules and routing preferences, you not only improve the customer experience but also reduce wait times and enhance the overall delivery of interactions.

### Contact distribution

Dialpad offers 3 types of contact distribution, ensuring your clients reach the right agent every time.

| **Round robin routing** | **Assigns** contacts to the next available agent. > [!NOTE] > Note > > Round-robin routing cannot be used with High Priority Routing. |
| --- | --- |
| **Expertise-based round robin routing** | Evenly assigns contacts to agents based on the agents' expertise groups. |
| **Channel routing** | Assigns contacts to agents based on the channel Expertise Group. |

To set contact distribution rules, go to your Dialpad **Admin Settings**.

1. Select **Contact Centers**
2. Select the Digital Contact Center
3. Go to **Routing and Distribution**and select the desired contact distribution setting ![The routing and distribution section highlights distribution options for a digital contact center.](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/Contact Distribution.png)

> [!NOTE]
> Note
> 
> This can be changed at any time.

### Routing preferences

Routing preferences determine how long clients will wait before being routed to another agent, whether they should be routed to the same agent they last spoke to, and more. Dialpad offers 3 unique routing preferences for Digital Contact Centers.

| **Last Agent** | Sends the contact to the last agent that handled their conversation. - If the last agent is unavailable, they will be sent to the next agent based on your contact distribution rules. |
| --- | --- |
| **High Priority** | Routes contacts to agents with the highest priority expertise or channel, based on your contact distribution rules. - To set your highest priority Expertise Groups or channels, select **Set high priority expertise** and check the boxes beside the Expertise Group/Channel names that are your highest priority. |
| **Pull Back** | Prevents clients from waiting on an unresponsive agent by redirecting the contact to another agent if there is no response within a specified time. |

In the Wait Time section, set a time for callers to wait before being routed to another agent. The wait time must be less than 3 days, but we recommend 2-3 minutes.

To set routing preferences rules, go to your Dialpad **Admin Settings**.

1. Select **Contact Centers**and select the Digital Contact Center
2. Go to **Routing and Distribution**and check the button(s) beside your desired preferences

![The routing and distribution section in the digital contact center settings page. The options to choose digital routing are highlighted.](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/Digital CC Routing.png)

## Set Digital Contact Center business hours

Set the business hours of your Digital Contact Center to make sure they're only open when your team is available to take calls. By default, your lines are open 24/7, but you can set different hours for each day.

To set your Digital Contact Center’s business hours, go to your Dialpad **Admin Settings**.

1. Select **Contact Centers**and select the Digital Contact Center
2. Go to **Business Hours**
3. In the Business Hours section, choose when you want to receive calls
  - **Always take incoming calls (24/7)**
  - **Only during specific hours**
4. Set the timezone
5. Select **Edit Hours**
  1. Choose if the Contact Center is open or closed
  2. Choose the hours during which operators or agents will receive calls
  3. Set an opening time and a closing time
6. Select the desired days the business hours apply to
7. Select **Update**

![The Business Hours section of a digital contact center. The options to set/adjust hours, as well as the open and closed options, are shown.](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/Set Digital CC Business Hours.png)

## Connect a channel

Now that you’ve created a Digital Contact Center, it’s time to connect a digital channel.

To connect a channel, go to your Dialpad **Admin Settings**.

1. Navigate to **Channels & Workflows** > **Digital Channels**
2. Select the desired channel
3. Under **Contact Center**, select the desired *Digital* Contact Center from the drop-down menu
4. Select **Save changes**

![The Channels and IVR settings page for digital channels. The option to add a digital assistant to a channel for a contact center is shown.](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/Connect Digital CC to Channel.png)

## Advanced Settings for Digital Contact Centers

Customize your Digital Contact Center experience with Dialpad's Advanced Settings.

These settings allow supervisors to assign interactions to specific agents and control the types of interactions that Digital Agents can handle. Advanced Settings are unique to each Digital Contact Center, enabling you to create distinct rules for individual Contact Centers.

To access your Advanced Digital Contact Center Settings, go to your Dialpad **Admin Settings**.

1. Select **Contact Centers**and select the Digital Contact Center
2. Go to **Advanced Settings** ![The advanced settings section for a digital contact center.](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/Advanced Setting.png)
3. Check the box beside the setting(s) you want to apply

> [!NOTE]
> Early Adopter Program Feature
> 
> The ability to allow agents to search all digital conversations within a Digital Contact Center is currently in an Early Adopter Program. Please [contact Customer Care](https://dialpad.com/contact-support) to enable this feature.

## Frequently asked questions

### Can I control the number of sessions an agent can handle at once?

Absolutely! To set the maximum number of sessions an agent can have simultaneously, go to your **Global Contact Center Settings.**

1. Navigate to **Digital Settings**>**Agent Sessions Limit**
2. In the text box, enter the maximum number of active sessions you’d like your agents to handle at once

![Global contact center settings, showing the digital settings and highlighting the option to set a digital session limit for agents.](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/Digital Session Limit.png)

This limit is Company-wide, meaning it will apply to all Offices and Digital Contact Centers within your Company.

> [!TIP]
> Tip
> 
> To remove the session limit, check the box beside **‘Allow unlimited sessions’**.

## Related

- [Digital Channels](/digital-engagement-channels.md)
- [Working as a Digital Contact Center Supervisor](/working-as-a-digital-engagement-supervisor.md)
- [Create a Webchat Channel](/create-a-webchat-channel.md)