Connect Dialpad with RealGreen to automatically match callers to customer records, log calls with AI-generated recaps, and open the right RealGreen record the moment a call comes in. Less manual data entry, more time focused on your customers.
With RealGreen, you can:
Automatically match callers to RealGreen customer records by phone number
Open the matched customer record in RealGreen when a call arrives (screen pop)
Log call details, including direction, duration, agent info, and AI recaps, as call log entries in RealGreen
Filter and prioritize customer matches by account status
Who can use this
RealGreen is available to all users as an add-on for all Dialpad Connect and Support license tiers through Professional Services. Contact your Dialpad account team to get started.
RealGreen setup requirements
Setting up the RealGreen integration involves obtaining your API key from RealGreen, 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
Slate with API access and configured queries for contact search and IPE record lookup
RealGreen API credentials, including:
Your RealGreen API key — contact your RealGreen administrator to obtain this
Enable RealGreen in Dialpad
Event Hub is the engine behind this integration. It listens for Dialpad call events and sends them to RealGreen. To enable RealGreen in Dialpad, go to your Dialpad Admin Settings.
Note
The integration must be enabled at the company level before it can be enabled at the office level.
Select My Company
Select Integrations
Locate the Event Hub integration and select Options > Connect
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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 Ai Event Hub in your integration list, reach out to your Professional Services team to enable it.
In the setup window, select RealGreen
Select Next
Select Create new connection
Enter your RealGreen credentials:
Connection Name: A descriptive name for this connection (e.g., realgreen_production)
Base URL: Your RealGreen API endpoint
API Key: Your RealGreen API key (from your RealGreen administrator)
Select Create
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 RealGreen 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 (hangup and AI recap) into a single call log entry instead of creating separate entries. Recommended for RealGreen. This ensures the AI recap summary is included in the same entry as call details.
Call logging settings
You can configure these settings for call logging.
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Setting
Description
Call Log Reason
The action reason used when creating call log entries in RealGreen (matched against your RealGreen call reasons)
Customer Filtering States
Status characters to exclude when matching customers (filters out inactive or irrelevant accounts)
Customer Prioritizing States
Status characters to prioritize when multiple customers match (surfaces the most relevant account first)
Screen pop settings
You can configure these settings for screen pop.
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Setting
Description
Screen Pop Base URL
Your RealGreen 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
What agents see during calls
The RealGreen integration works automatically in the background, so agents don't need to take any additional steps during calls.
When a call connects: If a matching customer is found, RealGreen opens to the customer's detail page in the agent's browser (screen pop).
When a call ends: Call details and AI recap are logged to the matched customer's record in RealGreen automatically.
If no match is found: Nothing opens and no call log is created.
Note
Agents need to be signed in to RealGreen in their browser for screen pop to work, and their primary Dialpad email needs to match a RealGreen employee record for calls to be logged.
Customer matching
The integration automatically searches RealGreen for customers matching the caller's phone number in NPANXXXXXX format (e.g., 4085551234). It searches across all phone fields (cell phone, home phone, work phone, and other phone) and combines the results.
Status filtering and prioritization
When customers are found, the integration applies your configured status rules:
Filtering: Customers with excluded status characters are removed from the results.
Prioritization: If multiple customers remain, those with prioritized status characters are surfaced first.
Sorting: Within each group, customers are sorted by their account start date (most recent first).
This ensures the most relevant customer record is used for screen pop and call logging, even when a phone number is shared across multiple accounts.
Note
If your filtering rules exclude all matched customers, no screen pop or call log entry is created. Work with your Professional Services team to configure the right status rules for your business.
Call logging
When a call ends, Dialpad logs the details to RealGreen as a call log entry on the matched customer record.
What gets logged
This information get logged after a call is completed.
Field | Description |
|---|---|
Customer ID | The matched customer's ID in RealGreen |
Employee ID | The RealGreen employee matching the Dialpad agent's primary email |
Action reason | The configured call log reason (matched against your RealGreen call reasons) |
Note header | Call direction summary (e.g., "New call from Customer to Agent") |
Note | Call details — including direction, duration, and a link to the Dialpad call review |
AI recap | AI-generated call summary (included in the note when available) |
Phone number | Caller's phone number |
How call logging works
Calls are logged during these scenarios:
Scenario | What happens |
|---|---|
Customer found, employee matched | Call log entry is created on the customer record |
Customer found, employee not matched | No call log entry is created (call logging is skipped) |
Customer not found | No call log entry is created |
Agent's primary Dialpad email matches RealGreen employee | Call is assigned to that employee |
Agent's primary Dialpad email doesn't match | Call logging is skipped |
Call not connected | No call log entry is created |
Note
RealGreen doesn't support a default agent fallback. Each Dialpad agent's primary email needs to match a RealGreen employee record for their calls to be logged.
Screen pop
When a call arrives, Dialpad automatically opens RealGreen in your browser to the matched customer's detail page.
Scenario | What opens |
|---|---|
Customer found | The matched customer's detail page |
No customer found | No screen pop (nothing opens) |
When multiple customers match, the integration applies your status filtering and prioritization rules, then opens the top-ranked customer's detail page.
Note
The screen pop direction is configured by your admin (Inbound only, Outbound only, or both).
The agent needs to be signed in to RealGreen in their browser for the screen pop record to display.
Troubleshooting
"CRM Not Connected" error
Verify your RealGreen API key is correct.
Check that your API access hasn't been revoked or expired.
Confirm the Base URL is correctly formatted.
Customer not found
Verify the customer exists in RealGreen.
Check that the phone number is stored in a searchable phone field (cell, home, work, or other) and matches the caller ID format (NPANXXXXXX).
Review your Customer Filtering States — the customer may be excluded by status.
Call not logging
Confirm "Log All Calls for This Office" is turned on in the base settings.
Verify a customer record was matched.
Check that the agent's primary Dialpad email matches a RealGreen employee record.
Verify that a Call Log Reason is configured and matches an action reason in your RealGreen instance.
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.
If no customer is found, screen pop won't open — verify the customer exists and isn't excluded by status filtering.
Wrong customer opening on screen pop
Review your Customer Filtering States to ensure inactive accounts are properly excluded.
Review your Customer Prioritizing States to ensure the right account types surface first.
Contact your Professional Services team to adjust the filtering and prioritization rules.
Frequently asked questions
Why isn't my customer matching automatically?
Customer matching searches by phone number in NPANXXXXXX format across cell, home, work, and other phone fields. Make sure the customer's phone number in RealGreen matches the caller ID format. Also check that your status filtering rules aren't excluding the customer.
Why isn't my call being logged?
Call logging requires two things: a matched customer record and a matched employee. Verify that the customer exists in RealGreen with a searchable phone number, and that the Dialpad agent's primary email matches a RealGreen employee record. Also check that "Log All Calls for This Office" is turned on and that a call log reason is configured.
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 RealGreen employee record.
What happens if no employee matches my email?
Call logging is skipped entirely. Unlike some integrations, RealGreen doesn't support a default agent fallback. Each agent's primary Dialpad email needs to match a RealGreen employee record.
Why is the wrong customer record opening on screen pop?
When multiple customers share a phone number, the integration applies your status filtering and prioritization rules. Review your Customer Filtering States and Customer Prioritizing States settings with your Professional Services team to make sure the right accounts are surfacing first.
Are AI recaps included in call log entries?
Yes. When available, the AI-generated call summary is appended to the call log note. Turn on Task Queue to ensure the recap is included in the same entry as the call details.
Why don't I see an AI recap in my call log?
AI recaps are generated after the call ends and may take a moment to process. If Task Queue is turned on, the integration waits for the recap before creating the call log entry. If Task Queue is turned off, the recap may be logged as a separate entry or missed entirely.