--- title: "Dialpad Feature Comparison" slug: "dialpad-feature-comparison" tags: ["dialpad features", "feature comparison"] updated: 2026-01-29T20:16:33Z published: 2026-01-29T20:16:33Z --- > ## 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. # 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] > 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](https://dialpad.com). > > > > **Legend** ✔ Feature is included in this package. > > $$ Feature is available as a paid Add-On. > > ❌ Feature is not available in this package. ## The basics You have questions; we have answers. The chart below details which Dialpad features are available in each plan and which can be added to your package. | Feature | Dialpad Connect | Dialpad Support | Dialpad Sell | | --- | --- | --- | --- | | | **Essentials** | **Advanced** | **Premium** | **Essentials** | **Advanced** | **Premium** | | Direct lines for all users | ✔ | $$ | $$ | $$ | ✔ | ✔ | ✔ | | Local & toll-free numbers | $$ | $$ | $$ | $$ | $$ | $$ | $$ | | [Unlimited Calling in the US & CAN (excludes toll-free)](/v1/docs/unlimited-local-calling-add-on) | ✔ | $$ | $$ | $$ | $$ | $$ | $$ | | [Internet faxing](/v1/docs/faxing) | $$ | $$ | $$ | $$ | $$ | $$ | $$ | | 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](/v1/docs/voicemail-drop) | ❌ | $$ | $$ | $$ | $$ | ✔ | ✔ | | [Local Presence](/v1/docs/local-presence) *Requires additional purchase of numbers | ❌ | $$ | $$ | $$ | $$ | ✔ | ✔ | | Manual call recording | ✔ | ✔ | ✔ | ✔ | ✔ | ✔ | ✔ | | [Automatic call recording on shared lines](/v1/docs/enable-office-wide-call-recording) | ✔ | ✔ | ✔ | ✔ | ✔ | ✔ | ✔ | | [Automatic call recording on individual lines](/v1/docs/enable-office-wide-call-recording) | ❌ | $$ | $$ | $$ | ✔ | ✔ | ✔ | ## Dialpad AI Dialpad AI provides real-time transcription, actionable insights, and workflow automation to improve your business conversations. The chart below details which Dialpad AI features are available in each plan and which can be added to your package. > [!TIP] > Tip > > Check Dialpad AI country-specific availability [here](https://help.dialpad.com/v1/docs/en/AI-dialpad-dialpad-AI#AI-language-avAIlability). | Feature | Dialpad Connect | Dialpad Support | Dialpad Sell | | --- | --- | --- | --- | | | **Essentials** | **Advanced** | **Premium** | **Essentials** | **Advanced** | **Premium** | | Real-time transcripts | ✔ | ✔ | ✔ | ✔ | ✔ | ✔ | ✔ | | [Sharable post-call summaries](/v1/docs/ai-call-summary) | ✔ | ✔ | ✔ | ✔ | ✔ | ✔ | ✔ | | Transcript snippets | ✔ | ✔ | ✔ | ✔ | ✔ | ✔ | ✔ | | [Action Items](/v1/docs/ai-spotlight-action-items) | ✔ | ✔ | ✔ | ✔ | ✔ | ✔ | ✔ | | Speech coaching | ✔ | ✔ | ✔ | ✔ | ✔ | ✔ | ✔ | | [AI Live Coach Cards](/v1/docs/real-time-assist-cards) | ❌ | $$ | ✔ | ✔ | $$ | ✔ | ✔ | | Live call sentiment analysis | ❌ | ✔ | ✔ | ✔ | ✔ | ✔ | ✔ | | [Custom Moments](/v1/docs/custom-moments) | ❌ | $$ | ✔ | ✔ | $$ | ✔ | ✔ | ## Monitoring, coaching & reporting Call monitoring is essential to running successful contact centers. It involves tracking and analyzing customer calls and assessing customer service interactions across different channels. The chart below details which call monitoring, coaching, and reporting features are available in each plan and which can be added to a package. | Feature | Dialpad Connect | Dialpad Support | Dialpad Sell | | --- | --- | --- | --- | | | **Essentials** | **Advanced** | **Premium** | **Essentials** | **Advanced** | **Premium** | | [Automatic call recording](/v1/docs/enable-office-wide-call-recording) | Departments only | Departments and Contact Centers only | Departments and Contact Centers only | Departments and Contact Centers only | ✔ | ✔ | ✔ | | Real-time coaching | ❌ | ✔ | ✔ | ✔ | ✔ | ✔ | ✔ | | [Real-time monitoring](/v1/docs/call-monitoring-features) (Live transcriptions, listening, barging and takeover) | ❌ | ✔ | ✔ | ✔ | ✔ | ✔ | ✔ | | Analytics | ✔ | ✔ | ✔ | ✔ | ✔ | ✔ | ✔ | | [Call history](/v1/docs/using-call-history) | ✔ | ✔ | ✔ | ✔ | ✔ | ✔ | ✔ | | Scheduled reporting | ✔ | ✔ | ✔ | ✔ | ✔ | ✔ | ✔ | | Playlists | ✔ | ✔ | ✔ | ✔ | ✔ | ✔ | ✔ | | Real-time dashboard | ❌ | ✔ | ✔ | ✔ | ✔ | ✔ | ✔ | | Real-time status alerts | ❌ | ✔ | ✔ | ✔ | ✔ | ✔ | ✔ | | [AI CSAT](/v1/docs/ai-csat-customer-satisfaction)* | ❌ | $$ | $$ | ✔ | $$ | $$ | ✔ | | Call dispositions | ❌ | ✔ | ✔ | ✔ | ✔ (Coaching Teams) | ✔ (Coaching Teams) | ✔ | | Wrap-up time | ❌ | ✔ | ✔ | ✔ | $$ (Contact Center Only) | $$ (Contact Center Only) | ✔ | | Agent screen capture | ❌ | $$ | $$ | ✔ | $$ (Contact Center Only) | $$ (Contact Center Only) | ✔ | | [AI Scorecards](/v1/docs/ai-scorecards) | ❌ | $$ | $$ | ✔ | $$ | $$ | ✔ | *AI CSAT automatically provides CSAT on all calls through Contact Centers and Coaching Teams. Traditional after-call and SMS CSAT surveys are also available with this package. ## Dialpad Meetings Dialpad Meetings lets you easily connect hybrid teams with one-click video-enabled meeting rooms for workspaces of all sizes. The chart below details which Dialpad Meetings plan is available in each Dialpad plan, and which can be added-on to your package. | Feature | Dialpad Connect | Dialpad Support | Dialpad Sell | | --- | --- | --- | --- | | | **Essentials** | **Advanced** | **Premium** | **Essentials** | **Advanced** | **Premium** | | Dialpad Meetings Free | ✔ | ✔ | | | ✔ | ✔ | ✔ | | Dialpad Meetings Business | $$ | $$ | ✔ | ✔ | $$ | ✔ | ✔ | ## Contact Centers Dialpad 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 | | --- | --- | --- | --- | | | **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](/v1/docs/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 | $$ Personal line | ✔ Personal line | ✔ Personal line | ✔ Personal line | | [Call parking](/v1/docs/park-a-call-on-your-main-line)* | ❌ | $$ Personal line | $$ Personal line | $$ Personal line | ✔ Personal line | ✔ Personal line | ✔ Personal line | | [Call transfer](/v1/docs/transfer-a-call) | ❌ | ✔ | ✔ | ✔ | ✔ | ✔ | ✔ | | Hold queue | ❌ | Advanced | Advanced | Advanced | Advanced | Advanced | Advanced | *Call Waiting and Call Parking are features available for users with personal numbers, i.e. Dialpad Connect and Sell licenses and Support 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 | | --- | --- | --- | --- | | | **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](/v1/docs/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 | $$ Personal line | ✔ Personal line | ✔ Personal line | ✔ Personal line | | [Call parking](/v1/docs/park-a-call-on-your-main-line)* | ✔ | $$ Personal line | $$ Personal line | $$ Personal line | ✔ Personal line | ✔ Personal line | ✔ Personal line | | [Call transfer](/v1/docs/transfer-a-call) | ✔ | ✔ | ✔ | ✔ | ✔ | ✔ | ✔ | | Hold queue | Basic | Basic | Basic | Basic | Basic | Basic | Basic | *Call Waiting and Call Parking are features available for users with personal numbers, i.e. Dialpad Connect and Sell licenses and Support licenses with a personal number add-on license. > [!TIP] > Learn more > > Check out our [features](https://www.dialpad.com/features/) and [pricing](https://www.dialpad.com/pricing/)pages for more information. ## Related - [Dialpad AI](/dialpad-ai.md) - [Differences Between Departments & Contact Centers](/differences-between-departments-contact-centers.md)