---
title: "Dialpad + Sonar"
slug: "dialpad-sonar"
updated: 2026-08-26T16:25:12Z
published: 2026-08-26T16:25:12Z
canonical: "help.dialpad.com/dialpad-sonar"
---

> ## Documentation Index
> Fetch the complete documentation index at: https://help.dialpad.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Dialpad + Sonar

Dialpad + Sonar brings real-time customer context directly to your broadband and ISP service agents.

When an inbound call connects, the integration automatically searches Sonar for matching account records and surfaces them via a screen pop, so agents never have to manually look up a customer.

After the call ends, call details, including AI-generated summaries, recording links, and recaps, are logged directly to the matched Sonar account as correspondence/phone call activity, saving agents time and ensuring no call goes undocumented.

This integration helps broadband and ISP businesses reduce average handle time, improve first-call resolution, and maintain a complete record of all customer interactions without any manual data entry.

> [!NOTE]
> Who can use this
> 
> The Sonar integration is available as an add-on for all Dialpad plans (Connect and Support) through Professional Services. Contact your Dialpad account team to get started.
> 
> 
> 
> Sonar can be enabled at the following levels:
> 
> - **Company level**: All calls across the company will trigger the integration features.
> - **Office level**: Only calls routed through a specific office will trigger the integration features.
> - **Contact Center level**: Only calls routed through a specific contact center will trigger the integration features.

## 

## 

## **Enable Sonar in Dialpad**

Before you can use Sonar in Dialpad, you must enable Sonar within Dialpad first. To enable Sonar in Dialpad, go to your Dialpad **Admin Settings**.

1. Select **My Company**

> [!NOTE]
> Note
> 
> The integration must be enabled at the company level before it can be enabled at the office level. To enable it at the office level, go to your Dialpad **Admin Settings** and select **Office Settings** > **Integrations**.
2. Select **Integrations**
3. Navigate to the **AI Event Hub** integration and select **Options** > **Connect**

![List of integrations with their status and options for managing settings.](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/aeh-connect(7).jpeg)
4. Select the **Enable this feature** option![Settings page for configuring AI Event Hub with feature enablement option.](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/configure_aeh(1).png)
5. Go back to **Integrations** and navigate to the **AI Event Hub** integration
6. Select **Options** > **Manage Settings**
7. Select **Sonar** as the CRM

![Step 1 of CRM integration process, prompting user to select a CRM system.](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/image-1784331297067.png)
8. Select **Next**
9. Create a new connection or reuse an existing one. To create a new connection, select **Create New Connection**

![Authentication step for CRM connection setup with option to create a new connection.](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/image-1784331438259.png)
10. Enter these details:

| **Setting** | **Description** |
| --- | --- |
| **Base URL** | Sonar instance URL (e.g., https://your-company.sonar.software) |
| **Client ID** | The Sonar user ID associated with the PAT |
| **PAT token** | Personal Access Token (PAT) generated from the Sonar user settings page |

> [!NOTE]
> Note
> 
> Sonar uses GraphQL APIs for the integration. The AI Event Hub utilizes PAT (Personal Access Token) for Sonar Call Logging integration.

****How to generate a PAT token in Sonar****

To create a PAT token in Sonar:

  1. [Create an appropriate role and a user](https://docs.sonar.expert/security/prebuilt-roles-best-practices) that you will use to perform the queries or mutations
  2. Log in as a user to the Sonar instance
  3. Click the Avatar on the top-right (first letter of your username by default)
  4. Select the **Personal Access Tokens** tab to navigate to the management page, then select **Create Personal Access Token**
  5. After creating and copying the token, select **Confirm**.

After these steps are complete, the token will appear in the Personal Access Tokens section.
11. Select **Next**
12. Select **Add Configuration** ![Configuration settings for CRM integration, including API URL and task queue options.](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/image-1784332516265.png)
13. Configure these details:

****Screen pop settings****

Configure these setting for screen pop:

![Configuration settings for screen pop direction and call event triggers in a CRM interface.](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/image-1784524028673.png)

| **Setting** | **Description** |
| --- | --- |
| **Screen Pop Direction** | Choose whether to have the screen pop open for Inbound calls, Outbound calls, or both. |
| **Call Event Triggers** | You can select which call events trigger the addition of a configuration. These triggers include: - **Calling**: Outbound call has started. - **Ringing**: Inbound call is ringing. - **Connected**: When a call is picked up and connected to an agent. - **Merged**: An additional caller is added to the call. The **View Documentation** option displays Help documentation for Sonar. |

****Call logging settings****

Configure these setting for call logging:

![Configuration settings for call logging with event triggers and default account ID.](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/image-1784524152924.png)

| **Setting** | **Description** |
| --- | --- |
| **Default ID** | The Sonar employee ID used when the Dialpad agent's email doesn't match a Sonar employee record. |
| **Call Event Triggers** | You can select which call events trigger the addition of a configuration. These triggers include: - **Hangup**: When the call ends. - **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. The **View Documentation** option displays Help documentation for Sonar. |
14. Select **Review**, then select **Finish**

After you complete your configuration, you’ll see a banner saying the configuration was successful.

## **Using Sonar in Dialpad**

Integration will be used by users of the enabled scope. It is a backend integration, so it will become effective post-enablement for all applicable calls at that level, resulting in interactions with the CRM occurring automatically.

### **Screen Pop (Inbound Calls):**

When an inbound call connects, the integration automatically searches Sonar for an account record matching the caller's phone number.

1. If a **single match** is found, the Sonar account's Correspondence page opens in a new browser tab
2. If **no match** or **multiple matches** are found, no screen pop is triggered.

![Call logs showing incoming and outgoing calls with user details and timestamps.](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/sonar-call-list.png)

### **Call Logging (Automatic):**

After a call ends (hangup), the integration logs call details as a PhoneCall activity to the matched Sonar account's record. The log includes:

- Call direction, duration, and agent details
- Call summary and recording link
- AI Recap (if available)

For **no match or multiple match** cases, the call is logged to the pre-configured **default account**.

For transferred calls, all legs are consolidated into a single PhoneCall activity/ correspondence entry.

![Details of an outgoing call including duration, user, and call summary.](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/image-1784524428569.png)

Agents at the level will experience the features happening automatically, and call logs (PhoneCall activities) should start showing up in Sonar's Correspondence tab after enablement.

## **Troubleshooting**

### **Call logging works, but the AI Recap in the note always says "Summaries are currently not generated for short calls or voicemails"**

- This happens because the AI Recap gets generated only after ~2 minutes of the call, and more than 50 words are identified by the AI.

### **Screen pop is not appearing for inbound calls**

- Verify that the Screen Pop Direction is set to include "Inbound" in the integration configuration.
- Ensure the AI Event Hub is connected and enabled for the correct level (company/office/contact center).
- Confirm that the caller's phone number exists as a primary phone number on an account in Sonar.

### **Calls are being logged to the default account instead of the expected account**

- This occurs when the caller's phone number does not match any account or matches multiple accounts in Sonar.
- Verify the phone number format on the Sonar account matches what Dialpad sends (NPANXXXXXX format).

### **"No connection found for sonar" error**

- Re-verify your PAT token is valid and has not expired.
- Ensure the Base URL matches your Sonar instance URL exactly.
- Re-create the connection if needed.

## **Frequently Asked Questions**

### **Does the integration support outbound calls?**

Yes. Call logging works for both inbound and outbound calls. Screen pop can be configured for inbound, outbound, or both types of calls.

### **What happens if a call is missed?**

Missed calls are still logged to Sonar. No screen pop is triggered for missed calls since the call was not connected.

### **What happens when there are multiple Sonar accounts for the same phone number?**

No screen pop is triggered. The call log is saved to the pre-configured default account.

### **What happens when no account matches the caller's phone number?**

No screen pop is triggered. The call log is saved to the pre-configured default account.

### **Can the integration be configured at the Contact Center level?**

Yes. The integration can be configured at the company, individual office, or 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 PhoneCall activity in Sonar. Each leg's details - including agent name, duration, and call summary - are appended to the same log entry.

### **What API type does Sonar use?**

Sonar uses GraphQL APIs. The integration uses a Personal Access Token (PAT) for authentication.

### **Can I customize the data that gets logged?**

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