Connect Dialpad with CRM Series to automatically log calls and access customer information in real time through a built-in sidebar. This helps your team manage interactions more efficiently by combining automatic matching with manual control.
With the Dialpad + CRM Series integration, you can:
Match callers to contacts automatically using phone number
Search and select contacts manually using name, email, or phone number
Control whether calls are logged using the sidebar
View recent call history and add notes without leaving Dialpad
Who can use this
CRM Series is available to all users on all Dialpad Connect and Support license tiers when enabled by your Admin.
Let’s dive in!
CRM Series setup requirements
Before you begin, make sure you have:
Dialpad admin account with access to integration settings
CRM Series account with an API member created for Dialpad
CRM Series API credentials, including:
Client ID
Client Secret
Username
Password
Enable CRM Series in Dialpad
Before you can use CRM Series in Dialpad, you’ll need to enable it for use in Dialpad first. To enable CRM Series in Dialpad, go to your Dialpad Admin Settings.
Note
You must enable the integration at the company level first before you can enable it at the office level.
Select Company
Select Integrations
Locate Ai Event Hub and select Options > Connect
Tip
Your Professional Services team will advise on whether to connect at the company or office level, based on your setup.
Note
If you don't see Ai Event Hub in your integration list, reach out to your Professional Services team to enable it.
In the setup window, select CRM Series
Select Next
Select Create new connection or use an existing one
Enter your CRM Series credentials:
Base URL
Client ID
Client Secret
Username
Password
Select Create
Select Next
Configure these integration settings
Base Settings
These settings apply to the overall integration and must be configured before enabling call logging.
Setting
What it does
API Base URL
The Euclid API endpoint used to communicate with your instance
Log All Calls for This Office
Applies your call logging and screen pop configurations to all calls within the office. Required for the integration to process calls.
Enable Task Queue
Groups related call events (e.g., hangup, recording, AI recap) into a single ticket note instead of creating separate entries. Recommended — adds a short delay (~3 minutes) but produces cleaner, more complete logs.
Call Logging Settings
These settings apply to call logging only.
Setting
What it does
Base URL
The CRM Series API endpoint used to communicate with your instance
User ID
The CRM user used to log calls (for example, a dedicated “Dialpad” user)
Call event triggers
You can select which call events trigger the addition of a configuration. These triggers include:
Hangup: When the call ends. (This is a required trigger)
Connected: When a call is picked up and connected to an agent.
Dispositions: When a call disposition is submitted for the call by an agent.
Recap Summary: When the recap summary is ready for the call.
Recap Purposes: When AI recap purposes are identified for the call.
Recap Action Items: When AI recap actions are identified for the call.
Tip
While Hangup is a required trigger, you can add Recap Summary if Task Queue is enabled and you want AI-generated call summaries included in the phone call activity.
Once you have added your details for the Call Logging Settings, select Add.
Select Review
Review your configuration setting, then select Save
Enable the Info Hub widget (optional)
Info Hub adds a sidebar widget to Dialpad where your team can view contact details, browse tickets, and associate calls with tickets, all in real time.
To enable the Info Hub widget, go to your Dialpad Admin Settings.
Go to My Company
Select Integrations
Navigate to Info Hub and select Options > Manage Settings
Select the Enable this feature checkbox
Tip
For a phased rollout, leave Info Hub disabled at the company level and enable it for specific offices, departments, or contact centers.
Use the CRM Series sidebar
The CRM Series integration includes a sidebar that provides real-time access to customer data during calls.
Match contacts
The sidebar automatically searches CRM Series for contacts matching the caller's phone number.
Single match found | The contact connects automatically and their details (name, email, phone) display right away. |
Multiple matches found | A list of potential matches displays — select the correct one. |
No match found | Use the search bar to look up the contact by name, email, or phone. |
To change a match, select Rematch and search for a different contact.
Contact Info
Matched contacts are automatically displayed when a single match is found or when a contact is selected manually. To search fort contacts, enter their name, phone number, or email address in the Search field in the Info Hub widget.
Notes
Agents can add notes related to the contact or the current call. To add a note in CRM Series for a contact, find the Notes section in the Info Hub widget and enter your notes.
Calls
Recent calls associated with the contact are displayed, allowing agents to control logging behavior.
The “Save Call Log” checkbox determines whether the current call will be logged
A list of previously logged calls is displayed with key details
Call logging
Dialpad logs calls to CRM Series only when a valid contact is identified and the agent chooses to save the call.
What gets logged
These details are captured when a call is logged:
Field | Description |
|---|---|
User | The CRM user associated with the call log. |
Direction | Incoming or outgoing call. |
Agent | The name of the agent handling the call. |
Start time | Call start timestamp. |
End time | Call end timestamp. |
Department | Department name if applicable. |
Summary | AI-generated call purpose and call details. |
Comment | AI-generated recap summary, action items, and notes. |
When calls are logged
Calls are logged during these scenarios:
Note
Calls shorter than 15 seconds are not logged. Calls are stored directly in CRM Series under the contact’s call records.
Scenario | What happens |
|---|---|
Single match + checkbox enabled | Call is logged |
Single match + checkbox disabled | Call is not logged |
Multiple or no match + no manual selection | Call is not logged |
Manual contact selection + checkbox enabled | Call is logged |
Troubleshooting
"CRM Not Connected" error
Verify your CRM Series credentials including Base URL, Client ID, Client Secret, Username, and Password
Ensure the connection is active and properly configured
Calls not logging
Confirm a valid contact match or manual selection
Ensure the “Save Call Log” checkbox is enabled
Verify the call duration is longer than 15 seconds
Confirm Event Hub is connected and active
Frequently asked questions
Why isn’t my contact matching automatically?
Contact matching is based on phone number. If no match is found, agents can search and select a contact manually using the sidebar.
Why isn’t my call being logged?
Call logging depends on two conditions: a valid contact must be identified and the “Save Call Log” option must be enabled. If either condition is not met, the call will not be logged.
Can I choose whether to log a call?
Yes. Agents can control call logging using the “Save Call Log” checkbox in the sidebar during the call.