The LineLeader integration enhances the Dialpad agent experience for childcare enrollment teams by automatically connecting inbound call center calls to family records in LineLeader. When a call arrives, the system searches for a family profile matching the caller's phone number and can trigger a screen pop directly in the agent's browser. If no matching family is found, the integration automatically creates a new one — so no lead is ever missed.

Additionally, call logging can be enabled to happen automatically after hangup. The integration supports two call logging modes to accommodate different LineLeader account setups:

This aims to boost agent productivity by automating repetitive tasks, enabling agents to focus on the conversation rather than manual data entry.

Note

The LineLeader integration is exclusively designed for contact center calls. Calls received on individual user lines or offices are not in scope.

Who can use this

The LineLeader integration supports all Dialpad license tiers. Integration can be enabled and managed by an admin user of your account.

Integration can be enabled at the following levels:

• Contact center enablement — Only calls routed through a specific call center will trigger the integration features.

• Office enablement — All Contact Center calls from the office will trigger the integration features.

• Company enablement — All Contact Center calls from the company will trigger the integration features.

LineLeader setup requirements

Ensure that all your LineLeader locations/contact centers match the phone numbers of the Dialpad contact centers you want to integrate.

Note

The match field in the LineLeader center is "Call Center Phone". For assistance, reach out to LineLeader support.

This is necessary in order to enable automatic contact center matching in LineLeader. If you don't wish to use this feature, you can skip this step — you will need to select a default contact center to fail over to later in the setup.

If you plan to use Event mode for call logging, also ensure these exist in your LineLeader instance:

• At least one family source type labelled "Phone Call".

• The family inquiry type you plan to configure (default: "Phone").

• A task type labelled "Phone Call" (required for task auto-completion).

• The event type (task result) you plan to configure.

• The statuses you intend to reference in disposition status mappings.

• Staff records with email addresses matching the Dialpad agents who handle calls, or a dedicated staff record whose email you can use as the default fallback.

Enable Lineleader in Dialpad

Before you can use Lineleader, you must enable it in Dialpad first. To enable Lineleader in Dialpad, go to your Dialpad Admin Settings.

1. Navigate to Contact Centers and select the desired contact center

2. Navigate to Integrations

3. Locate the AI Event Hub integration and select Options > Manage Extensions

   

4. Under Enablement on the Configure AI Event Hub page, select the Enable this feature checkbox

   

5. Select Save changes

6. Go back to the Integrations settings page for the contact center and locate the AI Event Hub integration

7. Select Options > Connect/Reconnect

8. In the integration setup window, select Lineleader

   

9. Select Next

10. Select Create New Connection or select an existing one

    

11. Enter these details for the configuration:

    

    Base URL	The base URL of your LineLeader instance
    Username	Your LineLeader API username
    Password	Your LineLeader API password

12. Select Create

13. Select Next

14. Select Add Configuration and add these configuration details, as needed:

    

    Common settings

    You can set these common settings in your configuration.

    Setting	Description	Required
    Screen Pop Base URL	Base URL of your LineLeader instance used to build the screen pop link (e.g., https://app.lineleader.com)	Yes (for screen pop)
    Default Center Name	Name of the LineLeader center to fall back to when the dialled Dialpad CC cannot be matched by phone number (case-insensitive match)	Yes
    Family Inquiry Type	Inquiry type label to assign when auto-creating a new family (defaults to Phone)	No
    Call Log Link Type	The type of recording link to attach to the call log (e.g., public link)	No
    Enable Task Queue	When enabled, call logging executes ~3 minutes after hangup via task queue for higher consistency. Note This is highly recommended if using post-hangup events (disposition, recording link, recap) as those are needed to build a complete log.	No (but highly recommended)

    Family disambiguation settings

    You can set these family disambiguation settings in your configuration. This is used when multiple families match a caller’s phone number.

    Setting	Description	Required
    Status Prioritization	Ordered list of LineLeader status names used to disambiguate multiple matching families (most prioritary first). Resolved at runtime against /api/v3/statuses.	No

    Call logging mode settings

    You can set these call logging mode settings in your configuration under Call logging destination.

    Setting	Description	Required
    Call Log Type (version)	Selects the call logging mode: phone_log (default) or event	Yes

    

    Note

    These only apply when Call Log Type = event.

    Event mode settings

    You can set these event mode settings in your configuration.

    

    Settings	Description	Required (in Event mode)
    Event Type	Name of the LineLeader event type (task result) used when creating the timeline event (resolved against /api/v3/types/tasks/results)	Yes
    Default Staff Email	Fallback LineLeader staff email to attribute the event to when the Dialpad agent's email does not match any staff in LineLeader	Yes
    Disposition Status Map	Map from Dialpad disposition to target LineLeader status name. Supports conditional syntax — see below	No
    Disposition Task Result Map	Map from Dialpad disposition to the LineLeader task result name used when auto-completing the due "Phone Call" task	No
    Result Type Mapping	List of call directions (inbound, outbound) for which task auto-completion is enabled. If a direction is not in this list, task completion is skipped even when a mapping exists	No

    Disposition Status Map — conditional syntax

    The Disposition Status Map supports two forms:

    • Unconditional: "Follow-Up Needed": "Contacted" — always change the family status to Contacted when the disposition is Follow-Up Needed.

    • Conditional: "Follow-Up Needed (New Lead)": "Contacted" — only change the family status to Contacted when the disposition is Follow-Up Needed and the family's current status is New Lead.

    All disposition and status comparisons are case-insensitive.

15. Select Review

16. Select Save

That's it! The integration is now active. Depending on your enabled features, agents will automatically experience screen pops and/or call logs being created in LineLeader on every applicable contact center call.

Using Lineleader in Dialpad

The integration is fully automated — no action is required from agents. It becomes effective immediately after enablement for all applicable call center calls.

Screen Pop

When an inbound call arrives at an enabled call center, the system looks up the caller's phone number in LineLeader. The agent's browser will automatically navigate to the matching family profile page.

Call Logging

After a call ends, the system automatically logs the call to LineLeader against the matched family. The exact behavior depends on the configured Call Log Type.

Phone Log mode (default)

Creates a phone log entry via LineLeader's in-contact phone-log endpoint. The log includes:

• Call direction (Inbound / Outbound)

• Caller phone number (ANI, formatted as NPANXXXXXX)

• Start and end timestamps

• Call disposition (from Dialpad, falls back to "Dialpad" if none is set)

• Link to the call recording (if a Call Log Link Type is configured)

Event mode

When Call Log Type = event, Lineleader performs up to three actions in sequence on the matched family:

Each step runs independently — a failure in one does not prevent the others. For example, if no due task is found the integration will still create the CRM event and apply the status change.

Family Matching Logic

The integration follows this order when looking up a family by the caller's phone number:

1. Single match: used directly.

2. No match: a new family is automatically created and assigned to the matching contact center (see Center Matching Logic below).

3. Multiple matches: the system narrows down by:

   1. Filter to families whose center matches the Dialpad contact center (matched by phone number).

   2. If none match the center, fall back to all matching families.

   3. Keep families created within a 10-minute window of the newest creation date.

   4. Apply the configured status priority (Status Prioritization, with Family Status Priority IDs as legacy fallback). The family with the highest-priority status wins.

4. Still unresolved: the event is dropped. Neither a screen pop nor a call log will be created.

Note

All family records in LineLeader must have an up-to-date phone number since this is the sole matching criterion.

Center Matching Logic

Both screen pop and call logging need to associate calls with a LineLeader center. The integration resolves the center in this order:

1. Match by phone number: the LineLeader center whose call_center_phone.number_e164 equals the Dialpad call center's phone number.

2. Match by Default Center Name: case-insensitive match against the configured name for fallback purposes.

If none resolve and new-family creation is needed, the event is dropped.

Troubleshooting

A call log was created, but the recording link is missing or broken.

Ensure the Call Log Link Type configuration parameter is set to a valid link type for your account (e.g., public link).

Screen pop is not triggering.

Verify that the Screen Pop Base URL is correctly configured. This should be your UI URL — you can copy and paste it from the browser URL when logged into LineLeader. Also confirm the call was received through an enabled call center; calls on user lines are not supported.

A new family is being created even though the caller already exists in LineLeader.

This usually means the existing family record does not have the caller's phone number populated, or it is stored in a different format. Ensure the phone number field in LineLeader is in E.164 format (e.g., +15551234567).

The call log was not created after the call ended.

If Enable Task Queue is on, the log is created approximately 3 minutes post-hangup. If it still does not appear, check that the family matching resolved successfully — if multiple families matched and could not be disambiguated, the event is dropped.

Family auto-creation is failing.

The integration requires valid family/source and family/inquiry type values to exist in the LineLeader instance. Confirm that a source type labeled "Phone Call" and the configured inquiry type (default: "Phone") exist in your LineLeader type settings.

(Event mode) No CRM event was created.

The CRM event step is skipped if the staff resolution fails. Verify one of the following:

• The Dialpad agent's email matches a staff record's email_address in LineLeader, or

• The configured Default Staff Email matches an existing staff record in LineLeader.

Also confirm the configured Event Type exists in /api/v3/types/tasks/results in your LineLeader instance.

(Event mode) The due task was not completed.

Task auto-completion is conditional. Verify all of the following:

• The call has a disposition set in Dialpad.

• A mapping exists in Disposition Task Result Map for that disposition.

• The call direction (inbound/outbound) is listed in Result Type Mapping.

• A task type labeled "Phone Call" exists in LineLeader.

• A task of type "Phone Call" is due today on the matched family.

• The mapped task result name exists in /api/v3/types/tasks/results.

(Event mode) The family status did not change.

The status change step is skipped if:

• The call has no disposition, or

• The disposition is not in the Disposition Status Map, or

• The mapping is conditional ("Disposition (Required Status)") and the family's current status does not match the required status, or

• The target status name cannot be resolved in /api/v3/statuses.

Check the integration logs to identify which condition applied.

Frequently Asked Questions

How long does it take for a call log to appear in LineLeader?

If Enable Task Queue is on, call logging runs approximately 3 minutes after hangup for higher reliability. Without Task Queue, it runs immediately at hangup. We recommend enabling Task Queue — especially in Event mode, where post-hangup events (recording link, recap, final disposition) are needed to produce a complete log.

Can I use this integration on a user line or department, not just a call center?

No. The LineLeader integration is scoped exclusively to call center calls. Calls not routed through a call center will be ignored.

What happens if the same phone number matches multiple families?

The system applies a multi-step resolution: center matching → creation date recency (10-min window) → status priority hierarchy. If it cannot resolve to a single family, the event is dropped and neither screen pop nor call log will occur.

What's the difference between Phone Log mode and Event mode?

• Phone Log mode creates a single phone log entry via the in-contact endpoint. It's the simplest setup and matches how call logs have historically been recorded.

• Event mode creates a richer activity: a CRM event on the family timeline, optional auto-completion of the due "Phone Call" task with a result tied to the Dialpad disposition, and an optional family status change driven by the disposition. Choose Event mode if your enrollment workflow relies on timeline events, task completion, and status transitions.

Can I mix Phone Log mode and Event mode?

No. Call Log Type is a single choice per enablement. If you need both behaviors, contact support.

What information is recorded in a call log?

• In Phone Log mode: call direction, caller phone number (ANI), start/end timestamps, disposition, and optionally a recording link.

• In Event mode: a CRM event whose description includes call direction, duration, disposition (if set), and recording link (if available). The event is attributed to the resolved staff member and, when applicable, linked to the completed due task.

How is the staff member on a CRM event determined?

The integration looks up the Dialpad agent's email in LineLeader's staff list. If the agent is part of a call center operator leg, the operator's email is used; otherwise the target user's email is used. If no staff match is found, the Default Staff Email is used as a fallback. If neither resolves, the CRM event is not created.

Is the integration compatible with Lineleader workflows?

Yes, you can configure workflows on Lineleader’s end and should not interfere with the Dialpad integration. More so, can further streamline your business workflows by combining Lineleader workflows with the Dialpad integration.

What's the difference between Status Prioritization and Family Status Priority IDs?

Both disambiguate multiple matching families by status. Status Prioritization is the current, preferred option — you provide a list of status names and the integration resolves them to IDs at runtime. Family Status Priority IDs is the legacy option that takes raw status IDs; it is used only as a fallback when Status Prioritization is not set.

Can I ask my CSM / PM to proxy admin the configuration for me?

No. Enablement must be performed by an admin of your company and cannot be proxied.

What credentials does LineLeader require for the integration?

The integration authenticates with LineLeader using a username and password. Tokens are managed and refreshed automatically by the system. Reach out to LineLeader support to obtain a dedicated set of credentials for the integration.

Is there any configuration needed on the LineLeader side?

The integration is Dialpad-sided. However, for best results:

• Ensure all family records have a phone number in E.164 format.

• Ensure "Phone Call" exists as a family source type in your LineLeader instance.

• Ensure your desired inquiry type (e.g., "Phone") exists as a family inquiry type.

• Match your Dialpad call center's phone number with the call center phone number registered in LineLeader — this enables accurate center-based family disambiguation.

• For Event mode, additionally ensure: a "Phone Call" task type exists, the configured event type exists under task result types, the statuses referenced in your disposition map exist, and staff records have email addresses matching the Dialpad agents (or a dedicated fallback staff record exists).