Connect Dialpad with Slate to automatically match callers to contact records, view student details and intended programs in real time, log calls with AI-generated recaps, and open the right Slate record the moment a call comes in. This results in less manual data entry and more time focused on your students.
With Slate, you can:
Automatically match callers to Slate contact records by phone number, name, or email.
View contact details and intended program enrolment (IPE) records in the Dialpad sidebar.
Open the matched contact record in Slate when a call arrives (screen pop).
Log call details — including direction, duration, timing breakdowns, agent info, dispositions, and AI recap — to Slate.
Search for contacts manually by name, email, or phone number from the sidebar.
Who can use this
Slate is available to all users as an add-on with all Dialpad Connect and Support license tiers. Contact your Dialpad Professional Services account team member to get started.
Slate setup requirements
Setting up the Slate integration involves gathering your API credentials, 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
Slate API credentials, including:
Base URL (Slate API endpoint)
Client ID
Integration name
Username
Password
Configure Slate queries
Slate uses its own query system to search for contacts and retrieve IPE records. Before enabling the integration, you need to configure these queries:
Contact search query | Find contacts by phone number, name, or email. |
IPE record query | Retrieve intended program enrolment details for matched contacts. |
Tip
Work with your Dialpad Professional Services team to set up these queries. They'll provide the query IDs and hash IDs needed for the connection.
Enable Slate in Dialpad
Event Hub is the engine behind this integration — it listens for Dialpad call events and sends them to Slate. To enable Slate (through Event Hub) 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 Slate
Select Next
Select Create new connection or use an existing one
Enter your CRM Series credentials:
Connection Name
A descriptive name for this connection (e.g., slate_production).
Note
Connection names must use only letters, numbers, and underscores.
Base URL
Your Slate API endpoint.
Client ID
Your Slate instance identifier.
Integration Name
The integration instance name (provided by your PS team).
Username
Your Slate API username.
Password
Your Slate API password.
Select Create
Select Next
Configure these integration settings
Base settings
These apply to the overall integration and need to be configured before turning on specific features.
Setting
Description
API Base URL
The Slate 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, dispositions, and AI recap) into a single call log entry instead of creating separate entries. Recommended for Slate — this ensures dispositions and AI recap are included in the same entry.
Call logging settings
You can configure these settings for call logging.
Setting
Description
Call Log Format
The Slate import format used when creating call log entries (configured by your PS team).
Call Log Element Key
The element key for the call log record in Slate's import service (configured by your PS team).
Once you have add the call logging settings, select Add.
Screen pop settings
You can configure these settings for screen pop.
Setting
Description
Screen Pop Tab
The Slate record tab that opens when a screen pop is triggered.
Screen Pop Direction
Choose Inbound only calls, Outbound only calls, 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.
Once you have added the screen pop settings, select Add.
Select Review
Review your configuration setting, then select Save
<!-- HC-3: Slate connection form in the self-enablement workflow -->
Enable Info Hub in Dialpad (Optional)
Info Hub adds a sidebar to Dialpad where your team can view contact details, intended program enrolment records, and match contacts — all in real time during calls.
To enable the Info Hub widget, go to your Dialpad Admin Settings.
Go to My Company
Select Integrations
Navigate to Info Hub and select Options > Manage Settings
Select the Enable this feature checkbox
Tip
For a phased rollout, leave Info Hub disabled at the company level and enable it for specific offices, departments, or contact centers.
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Using the Slate widget
When you receive or make a call, the Slate Info Hub sidebar (widget) appears in Dialpad with relevant contact information.
Match contacts
The sidebar automatically searches Slate for contacts matching the caller's phone number in NPA-NXX-XXXX format (e.g., 408-555-1234).
Single match found | The contact connects automatically and their details (name, email, phone) display right away.
|
Multiple matches found | A list of potential matches displays — select the correct one. |
No match found | Use the search bar to look up the contact by name, email, or phone. |
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To change a match, select Rematch and search for a different contact.
Note
When multiple contacts share a phone number, the most recently updated record is used for automatic matching.
View contact details
Once a contact is matched, the sidebar displays:
Name
Email
Phone
Below the contact details, the sidebar shows intended program enrolment (IPE) records, including program name, degree, college, and campus — so advisors and recruiters have the full enrolment picture without opening Slate.
Call logging
When a call ends, Dialpad logs the details to Slate on the matched contact record.
What gets logged
These details are captured when a call is logged:
Field | Description |
|---|---|
Contact ID | The matched contact's ID in Slate |
Direction | Whether the call was inbound or outbound |
Duration | Total call length (HH:MM:SS) |
Start time | When the call started (Eastern time) |
End time | When the call ended (Eastern time) |
Dialing time | Time from call start to ring |
Ringing time | Time from ring to connection |
Live time | Active talk time |
Hold time | Time the caller spent on hold |
Line | The Dialpad target type and name (e.g., "office: Admissions") |
Agent | The Dialpad agent's name |
Notes | Call details — including direction, duration, and a link to the Dialpad call review |
AI recap | AI-generated call summary (included in the notes when available) |
Call dispositions | Agent-selected call dispositions (when available) |
How call logging works
Calls are logged during these scenarios:
Scenario | What happens |
|---|---|
Contact found | Call log entry is created on the contact record |
Contact not found | No call log entry is created |
Contact matched via sidebar | Call is logged using the sidebar-matched contact |
Contact matched via phone lookup | Call is logged using the phone number match |
Note
Slate call logging uses the agent's name from Dialpad — there's no email-based employee matching. Every logged call includes the agent name associated with the call in Dialpad.
Screen pop
When a call arrives, Dialpad automatically opens Slate in your browser to the matched contact's record page.
Scenario | Description |
|---|---|
Contact found | The matched contact's record page in Slate |
No contact found | No screen pop (nothing opens) |
When the sidebar has already matched a contact (via Info Hub), screen pop uses that match. Otherwise, it searches Slate by phone number and opens the top result.
Screen pop direction is configured by your admin (Inbound calls only, Outbound calls only, or both).
Note
Agents need to be signed in to Slate in their browser for the screen pop record to display.
Troubleshooting
"CRM Not Connected" error
Verify your Slate credentials (Username, Password, Client ID) are correct.
Check that your API access hasn't been revoked or expired.
Confirm the Base URL is correctly formatted.
Contact not found
Verify the contact exists in Slate.
Check that the phone number is stored in the contact record and matches the caller ID format (NPA-NXX-XXXX).
Try searching by name or email in the sidebar.
Verify that the contact search query is configured correctly in Slate (check with your PS team).
Call not logging
Confirm "Log All Calls for This Office" is turned on in the base settings.
Verify a contact record was matched.
Check that the Call Log Format and Call Log Element Key are configured.
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 Tab is configured.
Allow pop-ups from Dialpad in your browser settings.
If no contact is found, screen pop won't open — verify the contact exists and has a searchable phone number.
Sidebar not showing contact details
Confirm Info Hub is turned on and the Contact Details template is selected.
Check that the Event Hub connection is active.
Verify the contact exists in Slate and has been matched.
IPE records not showing
Verify that the IPE record query is configured in Slate.
Check that the query ID and hash ID are set in the connection properties.
Confirm the contact has IPE records in Slate.
Frequently asked questions
Why isn't my contact matching automatically?
Contact matching searches by phone number in NPA-NXX-XXXX format. Make sure the contact's phone number in Slate matches the caller ID format. You can also search by name or email in the sidebar if the phone number doesn't match.
Why isn't my call being logged?
Call logging requires a matched contact record. Verify that the contact exists in Slate with a searchable phone number, and that "Log All Calls for This Office" is turned on. Also check that the Call Log Format and Call Log Element Key are configured (your PS team sets these up).
Why don't I see IPE records in the sidebar?
IPE records require a configured query in Slate. If you don't see intended program details, verify with your PS team that the IPE record query is set up and the query ID and hash ID are configured in the connection.
Are AI recaps included in call log entries?
Yes — when available, the AI-generated call summary is appended to the call log notes. 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.
Are call dispositions included in call log entries?
Yes — when agents select dispositions in Dialpad, they're included in the call log entry sent to Slate. Turn on Task Queue to ensure dispositions are included in the same entry as call details.
What happens if the same phone number matches multiple contacts?
The integration uses the most recently updated contact record for automatic matching. In the sidebar, agents can see all matches and select the correct one.