Dialpad + Pestpac

The Dialpad and PestPac integration connects your phone system with your customer records for a smoother pest control service experience. When a customer calls in, the system instantly finds their PestPac location record and displays it on your screen, eliminating the need to manually look up information. Once the conversation ends, key details, such as a call summary and recording link, are automatically saved to the customer’s record in the PestPac Notes section.

This automatic logging eliminates manual data entry and ensures that every customer interaction is documented. By providing instant context, the integration helps your business save time, improve first-call resolution, and provide better service.

Who can use this

PestPac is available to all users on all license tiers within Dialpad when enabled by your admin. This can be enabled at different levels:

• Company-wide: All users within the company.

• Office-wide: Only users within the office.

• Contact center: Only users within the contact center.

Enable PestPac in Dialpad

Before using the PestPac integration, your company admin must enable it in Dialpad. To enable PestPac, go to your Dialpad Admin Settings.

Note

You must enable the integration at the company level before it can be enabled at the Office level.

1. Select My Company

2. Select Integrations

   

   Note

   To enable at the office level, select Office > Integrations.

   

3. Navigate to Ai Event Hub and select Options > Connect

   

   Note

   If the Connect option is not shown, enable the integration from Manage Settings first. If you don’t see this application in the list, reach out to Dialpad to have it enabled.

   

   

4. In the setup window, select PestPac as the CRM

   

5. Select Next

6. Select Create New Connection

7. Add these connection details of the PestPac account:

   

   Setting	Description
   Base URL	Authenticates and generates access tokens for the WorkWave OAuth endpoint.
   Client ID	OAuth Client ID for the WorkWave PestPac API.
   Client Secret	OAuth Client Secret for the WorkWave PestPac API.
   Username	WorkWave ID (WWID) username for password-grant authentication.
   Password	WorkWave ID (WWID) password for password-grant authentication.

8. Select Next

9. Add these details for the configuration:
   

   Setting	Description
   API Base URL	The PestPac 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 (e.g., hangup, recording, AI recap, disposition) into a single note instead of creating separate entries. Recommended — adds a short delay (~3 minutes) but produces cleaner, more complete logs.

10. Select Add Configuration and add configuration details for call logging and screen pop:

    Call Logging

    

    Setting	What It Does
    API Key	The PestPac API key used to authenticate API requests in the apiKey header
    Tenant ID	The PestPac tenant/company key, passed as the tenant-id header for multi-tenant API access
    Include Disposition Code	When enabled, it maps the agent's selected disposition to a PestPac Note Code. When disabled, the agent's PestPac username is used as the Note Code instead.
    Include Agent Name	When enabled, it looks up the agent's PestPac employee record by email and includes their name in the call log. When disabled, it defaults to the generic DIALPAD username.
    Select Timezone for Note	Timezone used for formatting the note date. Options: Central Standard Time (CST) or Eastern Standard Time (EST). CST maps to America/Chicago, EST maps to America/New_York.
    Call Event Triggers	Which call events trigger a log entry. Common triggers: hangup, dispositions, recap_summary.

    Screen Pop

    

    Setting	What It Does
    Screen Pop Base URL	Your PestPac web domain used to build the screen pop destination URL. The final URL becomes {base_url}/location/search.asp?Phone={formatted_phone}.
    Screen Pop Direction	Controls which call directions trigger a screen pop. Options: Inbound, Outbound, or both.
    Call Event Trigger	The call event that opens the screen pop (commonly connected for inbound calls).

11. Select Review

12. After reviewing the configuration details, select Finish

Using PestPac in Dialpad

Interaction with PestPac happen automatically. Features you’ll see within PestPac on Dialpad include screen pop and call logging.

Screen Pop (Inbound Calls)

When an inbound call connects, PestPac automatically searches for a location record matching the caller's phone number.

If a match is found, the PestPac location page opens in a new browser tab automatically.

If multiple matches are found, all locations listed will be shown on screen.

Note

If no match is found, no screen pop is triggered.

Call Logging

After a call ends (hangup), PestPac automatically logs call details to the matched PestPac location's Notes section.

The log includes:

• Call direction, duration, and agent detail

• Call summary and recording link

• AI Recap (if available)

• Disposition code (if a disposition was selected/configured)

Note

For transferred calls, all legs are consolidated into a single note entry.

Agents can select a disposition after hanging up. The selected disposition is mapped to a PestPac Note Code and included in the log.

Agents of the level will experience the features to happen automatically, and call logging notes should start showing up in PestPac as well after enablement.

Troubleshooting

Frequently asked questions

Does the integration support outbound calls?

Yes. Call logging works for both inbound and outbound calls. Screen pop is triggered on inbound calls only.

What happens if a call is missed?

Missed calls are still logged to PestPac with a default disposition code of MISSED. No screen pop is triggered for missed calls since the call was not connected.

Can I customize the data that gets logged?

The standard call log includes call summary, recording link, AI recap, and disposition. Custom fields or formatting changes can be discussed with your Dialpad Professional Services team.

What if there are multiple PestPac locations for the same phone number?

Page with all locations list will be shown as screenpop but automatic call logging is not supported for multi-match cases.

Can the integration be configured at the Contact Center level?

Yes. The integration can be configured at the company level or the individual office/contact center level depending on your needs.

How are transferred calls handled?

Transferred calls (e.g., IVR to contact center, or contact center to contact center) are consolidated into a single note in PestPac. Each leg's details - including agent name, duration, and disposition - are appended to the same note entry.