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 September 30, 2025.
New
Track adherence using agent statuses
Admins can now map statuses to adherence reporting in Dialpad WFM. This gives you more accurate insights into what agents are doing, even during non-queue activities, based on their real statuses.
EAP feature
This feature is currently in an Early Adopter Program. Please reach out to your Customer Success Manager for more information.
Business hours sync into Dialpad WFM
Your business hours set in Dialpad will now automatically sync with WFM. This keeps your queue settings and schedules accurate, even when your hours vary by day or week.
EAP feature
This feature is currently in an Early Adopter Program. Please reach out to your Customer Success Manager for more information.
Activities management for Dialpad WFM
WFM activities now have their own space in Dialpad WFM Settings. From there, you can create, edit, or delete activities, confirm queue links for accurate reporting, and assign agents based on skill for automated scheduling.
Improvements
AI language for Coaching Teams
Coaching admins can set the IVR, voicemail and AI language for trainees. Coaching teams will inherit the Office defaults, but you can easily select another language from your Coaching team settings.
Salesforce CTI improvement
Unsaved fields like notes, subject, and dispositions are now automatically restored when the Salesforce CTI or Salesforce page is refreshed, keeping everything saved and synced across tabs.
Company dictionary improvement
You can now add new words across all AI-supported languages, including English, Spanish, French, Italian, German, Japanese, Dutch, Portuguese, and Korean. This helps your transcripts recognize words more accurately than ever.
Critical bug fixes
Edit contact bug
Some users reported that they couldn’t edit a shared contact created by another team member. This has been fixed!
Transcript search bug
A few users reported that search failed when they searched for a term in long calls. We’ve fixed this.
Other improvements
We've also fixed some minor bugs and behind-the-scenes functionality, improving your overall experience with Dialpad.
Happy Dialing!