Connect Dialpad with LeadPerfection to automatically match callers to prospect records, log calls with the right result codes and call types, and open the right LeadPerfection record the moment a call comes in. Less manual data entry, more time focused on your prospects.
With the Dialpad + LeadPerfection integration, you can:
Automatically match callers to LeadPerfection prospect records by phone number
View prospect details — name, phone, and address — in the Dialpad sidebar
Select result codes, call types, and queue IDs from the sidebar before logging a call
Log call details — including date, duration, recording link, and call metadata — as call history entries in LeadPerfection
Open the matched prospect record in LeadPerfection when a call arrives (screen pop)
Who can use this
LeadPerfection is available to all users as an add-on on all Dialpad Connect and Support license tiers through Professional Services. Contact your account team to get started.
LeadPerfection setup requirements
Setting up the LeadPerfection integration involves gathering your API credentials, then connecting and configuring Event Hub in Dialpad using the self-enablement workflow.
Before you begin, make sure you have:
Dialpad admin account with access to integration settings
LeadPerfection user account for the integration, with the following API permissions granted under the APISECURITY group:
GetCustomers2
GetCustomersByProspectID
GetEmployees
GetSalesApptDispProd
AddCallHistory
LeadPerfection API credentials, including:
Username and Password: Created by your LeadPerfection security administrator for the dedicated user account
Client ID: Your LeadPerfection company code — this is the subdomain of your LeadPerfection site (e.g., if your site is https://xx00.leadperfection.com, your Client ID is xx00)
App Key: Provided by your Dialpad Professional Services team
Create a dedicated LeadPerfection user
Before connecting LeadPerfection to Dialpad, you must create a LeadPerfection user account to authenticate.
Ask your LeadPerfection security administrator to create a new user account (e.g., "Dialpad Integration").
In LeadPerfection, go to Security > User Access and edit the new account.
Under the APISECURITY group of Function Level permissions, grant the account these permissions:
GetCustomers2
GetCustomersByProspectID
GetEmployees
GetSalesApptDispProd
AddCallHistory
Note
By default, new LeadPerfection user accounts have no API permissions. Your security administrator must explicitly grant permissions to the APISECURITY group.
Enable LeadPerfection in Dialpad
Event Hub is the engine behind this integration. It listens for Dialpad call events and sends them to LeadPerfection. To enable LeadPerfection in Dialpad, go to your Dialpad Admin Settings.
Select My Company
Select Integrations
Navigate to the Event Hub integration 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 Event Hub in your integration list, reach out to your Professional Services team to enable it.
In the setup window, select LeadPerfection
Select Create new connection
Enter your LeadPerfection credentials:
Connection Name
A descriptive name for this connection (e.g., leadperfection_production).
Base URL
Your LeadPerfection API endpoint (e.g., https://xx00.leadperfection.com).
Username
The dedicated user's username.
Password
The dedicated user's password.
Client ID
Your company code / subdomain (e.g., xx00).
App Secret
Dialpad LeadPerfection App Key (provided by your PS team).
Select Create Connection.
Note
Connection names must use only letters, numbers, and underscores.
Select Next
Configure these settings for the integration
Base settings
These apply to the overall integration and need to be configured before turning on specific features.
Setting
Description
API Base URL
The LeadPerfection API endpoint the integration uses 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 into a single call history entry instead of creating separate entries. Not typically needed for LeadPerfection — call details are captured at hangup and through the sidebar, so there are no additional events to aggregate.
Call logging settings
You can configure these settings for call logging.
Setting
Description
Default Agent
Fallback LeadPerfection employee ID used when the Dialpad agent's primary email doesn't match a LeadPerfection employee record
Screen pop settings
You can configure these settings for screen pop.
Setting
Description
Screen Pop Base URL
Your LeadPerfection web domain (used to build the screen pop destination, without a trailing slash)
Screen Pop Direction
Choose Inbound, Outbound, or Both
Call Event Trigger
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.
Select Review
Review your configuration setting, then select Save
Enable the Info Hub widget
Info Hub adds a sidebar to Dialpad where your team can view prospect details, match contacts, and fill in call metadata — all in real time. Info Hub is required for call logging because agents must select the result code and call type before a call can be logged.
To enable Info Hub in Dialpad, go to your Dialpad Admin Settings.
Select My Company
Select Integrations
Navigate to the Info Hub integration and select Options > Connect
Select Options > Manage Settings
Select the Enable this feature checkbox
Select the Call Annotation Entry template
Tip
For a phased rollout, leave Info Hub turned off at the company level and turn it on for specific offices, departments, or contact centers.
Use the LeadPerfection sidebar
When you receive or make a call, the LeadPerfection Info Hub sidebar appears in Dialpad with relevant prospect information.
Match prospects
The sidebar automatically searches LeadPerfection for prospects matching the caller's phone number in NPANXXXXXX format (e.g., 4085551234).
Single match found | The prospect connects automatically and their details (name, phone, address) display right away.
|
Multiple matches found | A list of potential matches appears — select the correct one.
|
No match found | Use the search bar to find an existing prospect, or use the link to create a new prospect in LeadPerfection. Once a prospect is connected, the sidebar displays their details.
|
To change a match, select Rematch and search for a different prospect.
Note
If your LeadPerfection instance stores phone numbers in a different format, contact your Professional Services team for a customization request.
Fill in call details
Once a prospect is matched — whether automatically or manually — and a call is active, a Log Call Details button appears on the prospect's contact page. Selecting it opens the Call Annotation Entry form, where agents categorize the call before it's logged. The form pulls options directly from your LeadPerfection instance, so they always stay in sync.
Field | Description | Required |
|---|---|---|
Result Code | The outcome of the call (e.g., Sale, No Answer). | Yes |
Call Type | The type of call (e.g., Outbound, Follow-up). | Yes |
Queue ID | The call queue associated with the call. | No (Optional) |
Note
Result Code and Call Type are required for call logging. If these fields are not filled in, the call will not be logged to LeadPerfection.
View prospect details
Once a prospect is matched, the sidebar displays:
Name
Phone number
Address
Select the prospect link to open their full record in LeadPerfection.
Call logging
When a call ends, Dialpad logs the details to LeadPerfection as a call history entry on the matched prospect record — provided the agent has filled in the required call annotation fields.
What gets logged
These call details are logged after a call.
Field | Description |
|---|---|
Customer ID | The matched prospect's ID in LeadPerfection. |
Employee ID | The LeadPerfection employee matching the Dialpad agent's primary email (or the configured default agent). |
Call date | When the call started. |
Result code | The call result selected by the agent in the sidebar. |
Call type | The call type selected by the agent in the sidebar. |
Queue ID | The queue selected by the agent in the sidebar (if provided). |
Phone | Caller's phone number. |
Duration | Total call length in seconds. |
Recording URL | Link to the Dialpad call recording (if enabled). |
How call logging works
Calls are logged during these scenarios:
Scenario | What happens |
|---|---|
Prospect found, annotation fields filled in | Call history entry is created on the prospect record. |
Prospect found, annotation fields not filled in | No call history entry is created (Result Code and Call Type are required). |
Prospect not found | No call history entry is created. |
Agent's primary Dialpad email matches LeadPerfection employee | Call is assigned to that employee. |
Agent's primary Dialpad email doesn't match, default agent configured | Call is assigned to the configured default agent. |
Agent's primary Dialpad email doesn't match, no default agent | Call logging is skipped. |
Screen pop
When a call arrives, Dialpad automatically opens LeadPerfection in your browser to the relevant record.
Scenario | What opens |
|---|---|
Single prospect found | The matched prospect record. |
Multiple matches found | The LeadPerfection prospect search page. |
No prospect found | The LeadPerfection prospect search page. |
Screen pop direction is configured by your admin (Inbound only, Outbound only, or Both).
Note
The agent needs to be signed in to LeadPerfection in their browser for the screen pop record to display.
Frequently asked questions
Why isn't my prospect matching automatically?
Prospect matching searches by phone number in NPANXXXXXX format. Make sure the prospect's phone number in LeadPerfection matches the caller ID format. You can also search by name in the sidebar if the phone number doesn't match.
Why isn't my call being logged?
Call logging requires three things: a matched prospect record, a matched employee (or default agent), and the required call annotation fields (Result Code and Call Type) filled in from the sidebar. Verify all three are in place. Also check that "Log All Calls for This Office" is turned on.
Why is the call assigned to the wrong agent?
The integration matches agents by their primary Dialpad email. Make sure each agent's primary Dialpad email matches their LeadPerfection employee record. If no match is found, the call is assigned to the configured default agent. If no default agent is configured, the call is not logged.
How do I update the result codes, call types, or queue IDs in the sidebar?
The sidebar pulls these options directly from your LeadPerfection instance. To add, remove, or rename options, update them in LeadPerfection — the sidebar will reflect the changes automatically.
Can I use this with multiple LeadPerfection instances?
Each Dialpad company connects to one LeadPerfection instance. For multi-instance needs, contact your account team.
Are call recordings included in call history entries?
Yes. If call recording is enabled in Dialpad, a link to the recording is included in the call history entry.
Troubleshooting
"CRM Not Connected" error
Verify your LeadPerfection credentials (Username, Password, Client ID, App Secret) are correct.
Check that your API access hasn't been revoked or expired.
Confirm the Base URL is correctly formatted (e.g., https://your-domain.leadperfection.com).
Prospect not found
Verify the prospect exists in LeadPerfection.
Check that the phone number is stored in a searchable field and matches the caller ID format (NPANXXXXXX).
Try searching by name in the sidebar.
Call not logging
Confirm "Log All Calls for This Office" is turned on in the base settings.
Verify a prospect record was matched.
Make sure the agent filled in the Result Code and Call Type fields in the sidebar — both are required.
Check that the agent's primary Dialpad email matches a LeadPerfection employee record, or that a default agent is configured.
Check that the Event Hub connection is active and credentials haven't expired.
Screen pop not working
Make sure screen pop is turned on in your self-enablement configuration.
Verify the Screen Pop Base URL is correctly configured (without a trailing slash).
Allow pop-ups from Dialpad in your browser settings.
Sidebar not showing prospect details
Confirm Info Hub is turned on and the Call Annotation Entry template is selected.
Check that the Event Hub connection is active.
Verify the prospect exists in LeadPerfection and has a phone number stored.