Dialpad's desktop app and web portal are designed to live at the center of your business communications, and we're always rolling out product updates containing new features, improvements and bug fixes.
Be sure to update your desktop app, or visit Dialpad's web portal to take advantage of our latest improvements.
Let's take a look at what's new from our most recent release on May 20, 2025.
New
Callback report
Understand how often callback requests are made and completed. This Callback report helps you find the gaps, cut delays, and keep things running smoothly for your customers.
EAP Feature
This feature is currently in the Early Adopter Program. Please reach out to Customer Care for more information about this feature.
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Analyze WFM data
Get a clearer picture of what’s driving performance by digging into metrics like adherence, occupancy, utilization, productivity, and average conversation time by exporting workforce management performance data for agents using the Dialpad API!
Improvement
Ai Scorecard questions enhancements
Ai Scorecards now support multiple choice answers and optional follow-ups that won’t affect scores, so you get more context and give more insight.(1).png)
Critical bug fixes
Contact label bug
Some users reported that agents were able to edit contact labels when they shouldn’t have been. This has been fixed!
Bulk messaging bug
A few users reported that bulk messages weren’t delivered and didn’t show up in message history. We’ve fixed this.
Threads bug
Some users reported that the Threads tab was not updating after a user read all the unread threads. This has been fixed!
Other improvements
We've also fixed some minor bugs and behind-the-scenes functionality, improving your overall experience with Dialpad.
Happy Dialing!