The comparison covers Dialpad Connect, Support, Sell, Meetings, and AI Agent, detailing included features, paid add-ons, and plan limitations. Connect provides business communications and Departments; Support adds Contact Center capabilities; Sell serves sales teams. Availability varies by plan, license, add-ons, region, and configuration. Contact an administrator to confirm access and pricing.
Compare features included with Dialpad Connect, Dialpad Support, and Dialpad Sell plans, and see which features are available as add-ons.
Feature availability can vary by plan, add-on, region, contract, and packaging transition. If you are unsure which plan or add-ons your company has, contact your Dialpad administrator.
Let’s review what features are included in which plans.
Products and plans covered
| Product | Plans or pricing model | Best for |
|---|---|---|
| Dialpad Connect | Standard, Pro, and Enterprise | Business communications, including voice, messaging, meetings, and Departments |
| Dialpad Support | Essentials, Advanced, and Premium | Customer support and Contact Center teams |
| Dialpad Sell | Essentials, Advanced, and Premium | Sales teams and sales outreach |
| Dialpad AI Agent | Conversation-based pricing | Autonomous voice and digital customer interactions |
Dialpad Meetings features are shown where they are included with, or available as an add-on to, a Connect, Support, or Sell plan. Dialpad AI Agent is not assigned a fixed plan column in the tables below.
Note
All features for Dialpad Connect are available for all Connect license tiers unless otherwise stated in the feature row.
How to read this comparison
| Symbol | Meaning |
|---|---|
| ✔ | Included with the plan |
| $$ | Available as a paid add-on |
| — | Not available with the plan |
| N/A | Not applicable to the product or plan |
| See note | Availability depends on the condition described below the table |
The basics
| Feature | Connect | Support Essentials | Support Advanced | Support Premium | Sell Essentials | Sell Advanced | Sell Premium | ||
|---|---|---|---|---|---|---|---|---|---|
| Direct lines for all users (personal DID) | ✔ | $$ | $$ | $$ | ✔ | ✔ | ✔ | ||
| Local and toll-free numbers | $$ | $$ | $$ | $$ | $$ | $$ | $$ | ||
| Unlimited calling in the US and Canada, excluding toll-free (except for Dialer calls) | ✔ | $$ | $$ | $$ | ✔ | ✔ | ✔ | ||
| Internet faxing | $$ | $$ | $$ | $$ | $$ | $$ | $$ | ||
| Recording retrieval — 1 year included | N/A | ✔ | ✔ | ✔ | ✔ | ✔ | ✔ | ||
| Extended recording retrieval — 3 or 7 years | N/A | $$ | $$ | $$ | $$ | $$ | $$ | ||
| Voicemails to email with transcription | ✔ | ✔ | ✔ | ✔ | ✔ | ✔ | ✔ | ||
| Call forwarding | ✔ | ✔ | ✔ | ✔ | ✔ | ✔ | ✔ | ||
| Custom user settings and greetings | ✔ | ✔ | ✔ | ✔ | ✔ | ✔ | ✔ | ||
| Changeable caller ID | ✔ | ✔ | ✔ | ✔ | ✔ | ✔ | ✔ | ||
| Voicemail drop (part of Reach Booster Module) | — | ✔ | ✔ | ✔ | $$ | ✔ | ✔ | ||
| Local Presence (part of Reach Booster Module) (requires local number package sold separately) | — | ✔ | ✔ | ✔ | $$ | ✔ | ✔ | ||
| Local number package | $$ | $$ | $$ | $$ | $$ | $$ | $$ | ||
| Manual call recording | ✔ | ✔ | ✔ | ✔ | ✔ | ✔ | ✔ | ||
| Automatic call recording on shared lines | Pro and Enterprise only | ✔ | ✔ | ✔ | ✔ | ✔ | ✔ | ||
| Automatic call recording on individual lines | — — — | $$ | $$ | $$ | ✔ | ✔ | ✔ | ||
Connect automatic call recording is not available on Connect Standard. Connect Pro and Enterprise customers can use automatic recording subject to the applicable office, Department, and permission settings. Connect Standard users can manually start and stop recordings during a call.
Dialpad AI
| Feature | Connect | Support Essentials | Support Advanced | Support Premium | Sell Essentials | Sell Advanced | Sell Premium | ||
|---|---|---|---|---|---|---|---|---|---|
| Real-time transcripts | ✔ | ✔ | ✔ | ✔ | ✔ | ✔ | ✔ | ||
| Sharable post-call summaries (AI Recap) | ✔ | ✔ | ✔ | ✔ | ✔ | ✔ | ✔ | ||
| Transcript snippets | ✔ | ✔ | ✔ | ✔ | ✔ | ✔ | ✔ | ||
| Action Items | ✔ | ✔ | ✔ | ✔ | ✔ | ✔ | ✔ | ||
| Speech coaching (slowdown, monologuing, etc) | ✔ | ✔ | ✔ | ✔ | ✔ | ✔ | ✔ | ||
| Live call sentiment analysis | — | ✔ | ✔ | ✔ | ✔ | ✔ | ✔ | ||
| AI Live Coach Cards — requires Live Coach Module add-on | — | $$ | ✔ | ✔ | $$ | ✔ | ✔ | ||
| Custom Moments and Real-Time Assist — requires Live Coach Module add-on | — | $$ | ✔ | ✔ | $$ | ✔ | ✔ | ||
| AI Assistant / Agent Assist — requires Live Coach Module add-on | — | $$ | ✔ | ✔ | $$ | ✔ | ✔ | ||
Monitoring, coaching, and reporting
| Feature | Connect | Support Essentials | Support Advanced | Support Premium | Sell Essentials | Sell Advanced | Sell Premium | ||
|---|---|---|---|---|---|---|---|---|---|
| Automatic call recording | Departments only for Connect Pro and Enterprise | Departments and Contact Centers only | Departments and Contact Centers only | Departments and Contact Centers only | ✔ | ✔ | ✔ | ||
| Real-time coaching | — | ✔ | ✔ | ✔ | ✔ | ✔ | ✔ | ||
| Real-time monitoring, including listening, barging, and takeover | — | ✔ | ✔ | ✔ | ✔ | ✔ | ✔ | ||
| Analytics | ✔ | ✔ | ✔ | ✔ | ✔ | ✔ | ✔ | ||
| Call history | ✔ | ✔ | ✔ | ✔ | ✔ | ✔ | ✔ | ||
| Scheduled reporting | ✔ | ✔ | ✔ | ✔ | ✔ | ✔ | ✔ | ||
| Playlists | ✔ | ✔ | ✔ | ✔ | ✔ | ✔ | ✔ | ||
| Real-time dashboard | — | ✔ | ✔ | ✔ | ✔ | ✔ | ✔ | ||
| Real-time status alerts | — | ✔ | ✔ | ✔ | ✔ | ✔ | ✔ | ||
| Call dispositions | — | ✔ | ✔ | ✔ | ✔ with Coaching Teams | ✔ with Coaching Teams | ✔ with Coaching Teams | ||
| Wrap-up time | — | ✔ | ✔ | ✔ | ✘ | ✘ | ✘ | ||
| Agent screen capture | — | ✔ (Contact Center) | ✔ (Contact Center) | ✔ (Contact Center) | ✔ (Coaching Teams) | ✔ (Coaching Teams) | ✔ (Coaching Teams) | ||
| AI CSAT — via Quality Management Module | — | ✘ | ✔ | ✔ | ✘ | ✘ | ✔ | ||
| AI Scorecards — via Quality Management Module | — | ✘ | ✔ | ✔ | ✘ | ✘ | ✔ | ||
| AI Playbooks — via Quality Management Module | — | ✘ | ✔ | ✔ | ✘ | ✘ | ✔ | ||
| Coaching Hub (coming soon)— via Quality ModuleManagement | — | ✘ | ✔ | ✔ | ✘ | ✘ | ✔ | ||
Dialpad Meetings
| Feature | Connect | Support Essentials | Support Advanced | Support Premium | Sell Essentials | Sell Advanced | Sell Premium | ||
|---|---|---|---|---|---|---|---|---|---|
| Dialpad Meetings (Essential) | ✔ | ✔ | ✔ | ✔ | ✔ | ✔ | ✔ | ||
| Dialpad Meetings PSTN (dial-in) | $$ | $$ | $$ | $$ | $$ | $$ | $$ | ||
| Dialpad Large Meetings | $$ | $$ | $$ | $$ | $$ | $$ | $$ | ||
| Dialpad Meetings Tollfree Lines | $$ | $$ | $$ | $$ | $$ | $$ | $$ | ||
Contact Centers
Contact Center features are available when the user has an eligible Dialpad Support license assigned to them and is added to a Contact Center. Dialpad Connect does not provide the Contact Center license entitlement shown in this table. The Contact Center for Sales add-on was eliminated in V2; Sell plans are therefore shown as not applicable for Contact Center capabilities.
| Feature | Connect | Support Essentials | Support Advanced | Support Premium | Sell Essentials | Sell Advanced | Sell Premium | ||
|---|---|---|---|---|---|---|---|---|---|
| Act as an agent in a Contact Center | — | ✔ | ✔ | ✔ | N/A | N/A | N/A | ||
| Longest Idle Routing | — | ✔ | ✔ | ✔ | N/A | N/A | N/A | ||
| Round Robin Routing | — | ✔ | ✔ | ✔ | N/A | N/A | N/A | ||
| Fixed Order Routing | — | ✔ | ✔ | ✔ | N/A | N/A | N/A | ||
| Skills-based Routing | — | ✔ | ✔ | ✔ | N/A | N/A | N/A | ||
| Queue priority | — | ✔ | ✔ | ✔ | N/A | N/A | N/A | ||
| Customizable routing hours | — | ✔ | ✔ | ✔ | N/A | N/A | N/A | ||
| Holiday hours routing | — | ✔ | ✔ | ✔ | N/A | N/A | N/A | ||
| Advanced Contact Center IVR | — | ✔ | ✔ | ✔ | N/A | N/A | N/A | ||
| Allow callers to request a callback | — | ✔ | ✔ | ✔ | N/A | N/A | N/A | ||
| Digital Engagement channels | N/A | ✔ | ✔ | ✔ | $$ | $$ | $$ | ||
| Power Dialer — Dialpad | N/A | ✔ | ✔ | ✔ | N/A | N/A | N/A | ||
| Power Dialer — Salesforce (SFDC) | N/A | ✔ | ✔ | ✔ | N/A | N/A | N/A | ||
The following are personal-line capabilities and are not Contact Center entitlements. They are included here once because both source drafts grouped them with Contact Center calling.
| Personal-line feature | Connect | Support Essentials | Support Advanced | Support Premium | Sell Essentials | Sell Advanced | Sell Premium | ||
|---|---|---|---|---|---|---|---|---|---|
| Call waiting | — | $$ with personal line | $$ with personal line | $$ with personal line | ✔ with personal line | ✔ with personal line | ✔ with personal line | ||
| Call parking | — | $$ with personal line | $$ with personal line | $$ with personal line | ✔ with personal line | ✔ with personal line | ✔ with personal line | ||
| Call transfer | — | ✔ | ✔ | ✔ | ✔ | ✔ | ✔ | ||
| Hold queue | — | $$ with personal line | $$ with personal line | $$ with personal line | ✔ with personal line | ✔ with personal line | ✔ with personal line | ||
Departments
Department features are separate from Contact Center features. Dialpad Connect users can use Departments on Standard, Pro, and Enterprise plans, with some limits and advanced capabilities varying by plan.
| Feature | Connect | Support Essentials | Support Advanced | Support Premium | Sell Essentials | Sell Advanced | Sell Premium | ||
|---|---|---|---|---|---|---|---|---|---|
| Act as an operator in a Department | ✔ | ✔ | ✔ | ✔ | ✔ | ✔ | ✔ | ||
| Simultaneous ringing | ✔ | ✔ | ✔ | ✔ | ✔ | ✔ | ✔ | ||
| Longest Idle Routing | ✔ | ✔ | ✔ | ✔ | ✔ | ✔ | ✔ | ||
| Round Robin Routing | ✔ | ✔ | ✔ | ✔ | ✔ | ✔ | ✔ | ||
| Fixed Order Routing | ✔ | ✔ | ✔ | ✔ | ✔ | ✔ | ✔ | ||
| Random Order Routing | — | — | — | — | — | — | — | ||
| Skills-based Routing | — | — | — | — | — | — | — | ||
| Queue priority | — | — | — | — | — | — | — | ||
| Customizable open and closed hours routing | ✔ | ✔ | ✔ | ✔ | ✔ | ✔ | ✔ | ||
| Holiday hours routing | ✔ | ✔ | ✔ | ✔ | ✔ | ✔ | ✔ | ||
| Department IVR | ✔ | ✔ | ✔ | ✔ | ✔ | ✔ | ✔ | ||
| Allow callers to request a callback | — | — | — | — | — | — | — | ||
| Call waiting | ✔ | $$ with personal line | $$ with personal line | $$ with personal line | ✔ with personal line | ✔ with personal line | ✔ with personal line | ||
| Call parking | ✔ | $$ with personal line | $$ with personal line | $$ with personal line | ✔ with personal line | ✔ with personal line | ✔ with personal line | ||
| Call transfer | ✔ | ✔ | ✔ | ✔ | ✔ | ✔ | ✔ | ||
| Hold queue | — | $$ with personal line | $$ with personal line | $$ with personal line | ✔ with personal line | ✔ with personal line | ✔ with personal line | ||
Add-ons and premium features
These features were previously missing from the comparison or are packaged through related bundles.
| Add-on or feature | Connect | Support Essentials | Support Advanced | Support Premium | Sell Essentials | Sell Advanced | Sell Premium |
|---|---|---|---|---|---|---|---|
| Live Coach — includes Custom Moments, Real-Time Assist, and AI Assistant | N/A | $$ | ✔ | ✔ | $$ | ✔ | ✔ |
| Quality Management — includes AI CSAT, Scorecards, AI Playbooks, and Coaching Hub | N/A | $$ | ✔ | ✔ | $$ | $$ | ✔ |
| Digital Engagement channels | N/A | ✔ | ✔ | ✔ | $$ | $$ | $$ |
| Workforce Management (WFM) | $$ | $$ | $$ | ✔ | $$ | $$ | $$ |
| Business Intelligence | N/A | $$ | $$ | $$ | $$ | $$ | $$ |
| Account Hub (coming soon) | N/A | $$ | $$ | $$ | $$ | $$ | ✔ |
| Reach Booster — Local Dialing (requires number packages sold separately) and Voicemail Drop | N/A | ✔ | ✔ | ✔ | $$ | ✔ | ✔ |
| Coaching Team | $$ | ✔ with personal line* | ✔ with personal line* | ✔ with personal line* | ✔ | ✔ | ✔ |
| Power Dialer — Dialpad | N/A | ✔ | ✔ | ✔ | N/A | N/A | N/A |
| Power Dialer — Salesforce (SFDC) | N/A | ✔ | ✔ | ✔ | N/A | N/A | N/A |
| Unlimited Domestic Minutes (excludes dialer minutes) | $$ | $$ | $$ | $$ | ✔ | ✔ | ✔ |
| 250 Outbound SMS (pooled at account level) | ✔ | $$ | $$ | $$ | ✔ | ✔ | ✔ |
| Inbound SMSs | ✔ | $$ | $$ | $$ | ✔ | ✔ | ✔ |
Note
Coaching Team for Support requires the Local Numbers (DID) add-on to be enabled first. DiD on Support will unleash Coaching Teams.
Dialpad AI Agent uses conversation-based pricing rather than the fixed seat-plan structure shown in this comparison. For current AI Agent packaging, included capabilities, and pricing, see Dialpad Plans & Pricing.
Frequently asked questions
How do I know which Dialpad plan I have?
Ask your Dialpad administrator or account owner which product and plan are assigned to your user. Dialpad Connect users may be on Standard, Pro, or Enterprise. Dialpad Support and Dialpad Sell users may be on Essentials, Advanced, or Premium.
Why is a feature marked as an add-on?
A feature marked $$ is not included in the base plan, but your administrator may be able to purchase it separately. Add-on availability can depend on the base plan, product, region, and account configuration.
Why can I not use a feature that appears in the table?
Check the following:
- The correct product license is assigned to your user.
- The required add-on is active for your account.
- You are using the feature in the supported product area, such as a Contact Center or Department.
- Your Connect plan is Pro or Enterprise when the feature requires an advanced Connect plan.
- Your region and account configuration support the feature.
If the feature is still unavailable, contact your Dialpad administrator or Dialpad Support.
Does this page list every Dialpad product?
This page covers Dialpad Connect, Dialpad Support, and Dialpad Sell fixed plans. Dialpad AI Agent is described separately because it uses conversation-based pricing. Dialpad Meetings entitlements are included in the relevant product tables.
Does Dialpad Connect include Contact Center features?
No. Dialpad Connect includes business communications and Department capabilities. Contact Center features require an eligible Dialpad Support entitlement, as shown in the Contact Centers table.
Does Connect Standard support automatic call recording?
No. Automatic call recording is not available on Connect Standard. Connect Pro and Enterprise users can use automatic recording when the applicable office settings and permissions are configured. Connect Standard users can manually record calls.