Dialpad Feature Comparison

Dialpad provides a comprehensive suite of advanced features to help streamline your business communications and improve productivity.

Let’s review what features are included in which plans.

Note
At Dialpad, we're constantly innovating and adding new features to our packages.
For the most up-to-date information, please take a look at our website.
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✔ Feature is included in this package.
$$ Feature is available as a paid Add-On.
❌ Feature is not available in this package.

The basics

You have questions; we have answers. The chart below details which Dialpad features are available in each plan and which can be added to your package.

Feature	Dialpad Connect	Dialpad Support			Dialpad Sell
Feature		Essentials	Advanced	Premium	Essentials	Advanced	Premium
Direct lines for all users	✔	$$	$$	$$	✔	✔	✔
Local & toll-free numbers	$$	$$	$$	$$	$$	$$	$$
Unlimited Calling in the US & CAN (excludes toll-free)	✔	$$	$$	$$	$$	$$	$$
Internet faxing	$$	$$	$$	$$	$$	$$	$$
Recording access & retrieval window	N/A	45 days	45 days	1 year	45 days	45 days	1 year
Voicemails to email (with transcription)	✔	✔	✔	✔	✔	✔	✔
Call forwarding	✔	✔	✔	✔	✔	✔	✔
Custom user settings & greetings	✔	✔	✔	✔	✔	✔	✔
Changeable caller ID	✔	✔	✔	✔	✔	✔	✔
Voicemail drop	❌	$$	$$	$$	$$	✔	✔
Local Presence *Requires additional purchase of numbers	❌	$$	$$	$$	$$	✔	✔
Manual call recording	✔	✔	✔	✔	✔	✔	✔
Automatic call recording on shared lines	✔	✔	✔	✔	✔	✔	✔
Automatic call recording on individual lines	❌	$$	$$	$$	✔	✔	✔

Dialpad Ai

Dialpad Ai provides real-time transcription, actionable insights, and workflow automation to improve your business conversations. The chart below details which Dialpad Ai features are available in each plan and which can be added to your package.

Note
Dialpad Ai is offered in English, French, and Spanish, and is available for offices in the United States, Canada, France, Australia, New Zealand, Mexico, Puerto Rico, Chile, the United Kingdom, and Spain. Additional languages are coming soon!

Feature	Dialpad Connect	Dialpad Support			Dialpad Sell
Feature		Essentials	Advanced	Premium	Essentials	Advanced	Premium
Real-time transcripts	✔	✔	✔	✔	✔	✔	✔
Sharable post-call summaries	✔	✔	✔	✔	✔	✔	✔
Transcript snippets	✔	✔	✔	✔	✔	✔	✔
Action Items	✔	✔	✔	✔	✔	✔	✔
Speech coaching	✔	✔	✔	✔	✔	✔	✔
Real-Time Assist Cards	❌	$$	✔	✔	$$	✔	✔
Live call sentiment analysis	❌	✔	✔	✔	✔	✔	✔
Custom Moments	❌	$$	✔	✔	$$	✔	✔

Monitoring, coaching & reporting

Call monitoring is essential to running successful contact centers. It involves tracking and analyzing customer calls and assessing customer service interactions across different channels. The chart below details which call monitoring, coaching, and reporting features are available in each plan and which can be added to a package.

Feature	Dialpad Connect	Dialpad Support			Dialpad Sell
Feature		Essentials	Advanced	Premium	Essentials	Advanced	Premium
Automatic call recording	Departments only	Departments and Contact Centers only	Departments and Contact Centers only	Departments and Contact Centers only	✔	✔	✔
Real-time coaching	❌	✔	✔	✔	✔	✔	✔
Real-time monitoring (Live transcriptions, listening, barging and takeover)	❌	✔	✔	✔	✔	✔	✔
Analytics	✔	✔	✔	✔	✔	✔	✔
Call history	✔	✔	✔	✔	✔	✔	✔
Scheduled reporting	✔	✔	✔	✔	✔	✔	✔
Playlists	✔	✔	✔	✔	✔	✔	✔
Real-time dashboard	❌	✔	✔	✔	✔	✔	✔
Real-time status alerts	❌	✔	✔	✔	✔	✔	✔
Ai CSAT*	❌	$$	$$	✔	$$	$$	✔
Call dispositions	❌	✔	✔	✔	✔ (Coaching Teams)	✔ (Coaching Teams)	✔
Wrap-up time	❌	✔	✔	✔	$$ (Contact Center Only)	$$ (Contact Center Only)	✔
Agent screen capture	❌	$$	$$	✔	$$ (Contact Center Only)	$$ (Contact Center Only)	✔
Ai Scorecards	❌	$$	$$	✔	$$	$$	✔

*AI CSAT automatically provides CSAT on all calls through Contact Centers and Coaching Groups. Traditional after-call and SMS CSAT surveys are also available with this package.

Dialpad Meetings

Dialpad Meetings lets you easily connect hybrid teams with one-click video-enabled meeting rooms for workspaces of all sizes. The chart below details which Dialpad Meetings plan is available in each Dialpad plan, and which can be added-on to your package.

Feature	Dialpad Connect	Dialpad Support			Dialpad Sell
Feature		Essentials	Advanced	Premium	Essentials	Advanced	Premium
Dialpad Meetings Free	✔	✔			✔	✔	✔
Dialpad Meetings Business	$$	$$	✔	✔	$$	✔	✔

Contact Centers

Dialpad Ai Contact Center is a robust, easily scalable customer service software with AI-enabled real-time assist, sentiment analysis, and more. The chart below details which license types can use these Contact Center features in a Contact Center. Some subsets of features may be available in other Dialpad products (detailed in separate categories).

Feature	Dialpad Connect	Dialpad Support			Dialpad Sell
Feature		Essentials	Advanced	Premium	Essentials	Advanced	Premium
Act as an agent in a Contact Center	❌	✔	✔	✔			✔
Longest Idle Routing	❌	✔	✔	✔			✔
Round Robin Routing	❌	✔	✔	✔			✔
Fixed Order Routing	❌	✔	✔	✔			✔
Skills-based Routing	❌	✔	✔	✔	$$	$$	✔
Queue priority	❌	✔	✔	✔			✔
Customizable open and closed hours routing	❌	✔	✔	✔			✔
Holiday hours routing	❌	✔	✔	✔			✔
Advanced Contact Center IVR	❌	✔	✔	✔			✔
Allow callers to request a callback	❌	✔	✔	✔			✔
Simultaneous ringing	❌	❌	❌	❌	❌	❌	❌
Call waiting*	❌	$$ Personal line	$$ Personal line	$$ Personal line	✔ Personal line	✔ Personal line	✔ Personal line
Call parking*	❌	$$ Personal line	$$ Personal line	$$ Personal line	✔ Personal line	✔ Personal line	✔ Personal line
Call transfer	❌	✔	✔	✔	✔	✔	✔
Hold queue	❌	Advanced	Advanced	Advanced	Advanced	Advanced	Advanced

*Call Waiting and Call Parking are features available for users with personal numbers, i.e. Ai Voice and Ai Sales licenses and Ai Contact Center licenses with a personal number add-on license.

Departments

Departments let you control customer interactions by routing callers to a specific group or team, such as sales and customer support. The chart below indicates which license types can use these Department features in a Department. Some subsets of features may be available in other Dialpad products (detailed in separate categories).

Feature	Dialpad Connect	Dialpad Support			Dialpad Sell
Feature		Essentials	Advanced	Premium	Essentials	Advanced	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*	✔	$$ Personal line	$$ Personal line	$$ Personal line	✔ Personal line	✔ Personal line	✔ Personal line
Call parking*	✔	$$ Personal line	$$ Personal line	$$ Personal line	✔ Personal line	✔ Personal line	✔ Personal line
Call transfer	✔	✔	✔	✔	✔	✔	✔
Hold queue	Basic	Basic	Basic	Basic	Basic	Basic	Basic

*Call Waiting and Call Parking are features available for users with personal numbers, i.e. Ai Voice and Ai Sales licenses and Ai Contact Center licenses with a personal number add-on license.

Learn more
Check out our features and pricing pages for more information.