Dialpad + SpinSci - Patient Assist

This integration connects your Dialpad contact center platform with the SpinSci Patient Assist system. It allows your agents to view patient information during every call — such as appointments, referrals, billing, prescriptions, and care team details — directly on their desktop. When a call is received, Patient Assist automatically identifies the caller and retrieves relevant patient data from the EHR system (such as Epic, Cerner, or Athena) in seconds.

The Dialpad Mini Dialer is embedded directly within the Patient Assist interface, eliminating the need to switch between applications. This enables faster, more informed patient interactions and improved operational efficiency.

Who can use this

This is available to all users on a Dialpad Connect license with a Pro or Enterprise account. Feature functionality is available as follows:

• Agents: Primary users who handle calls and view patient data

• Supervisors: Monitoring, reporting, and oversight

• Admins: Setup and configuration (Company Admin required for initial setup)

Let’s dive in!

Setup requirements

Before starting the integration, please ensure the following are in place.

Dialpad Account Requirements

You need these account settings:

• An active Dialpad Pro or Enterprise account.

• Administrator access to your Dialpad account.

• API access enabled (contact your Dialpad account manager if not already active).

• At least one Dialpad Connect license is assigned to your organization.

Access Permissions Needed

These permission settings are needed:

• Ability to create and manage Apps in the Dialpad Developer Console.

• Permission to generate API tokens (Bearer tokens).

• Permission to configure event subscriptions (WebSocket and/or webhook).

• Permission to manage agent/user settings in Dialpad Admin.

Network and Browser

You’ll need these network and browser settings:

• Modern browser (latest version):

  • Chrome

  • Edge

  • Firefox

• Microphone access is allowed in the browser for voice calls.

• Pop-up blockers are configured to allow dialpad.com and sandbox.dialpad.com.

• Dialpad firewall/network permits HTTPS traffic from SpinSci Servers.

• SpinSci needs to permit *.dialpad.com and *.dialpadbeta.com for both HTTPS and WSS protocols.

Enable SpinSci Patient Assist in Dialpad

To enable SpinSci Patient Assist in Dialpad, you need to set up a few things first. Let’s take a look.

Request the Dialpad Mini Dialer (CTI)

Dialpad provisions the Mini Dialer (also called CTI) — it is not self-service. You need to submit a request form so Dialpad can set up the CTI instance for your organization.

1. Open the Dialpad CTI Request Form

2. Fill in the required details:

   • Allowed Origins — The Patient Assist URL/Domain where the Mini Dialer will be embedded. SpinSci will provide this once the backend setup is complete (e.g.,  https://{customername}.patient-assist.agenta-cloud.com)

   • Additional Headers — Any custom headers for the iframe (SpinSci will advise if needed)

3. Submit the form

   

   The Dialpad team will process your request and provide a Client ID.

4. Share the Client ID with the SpinSci Team

   This is used to load the Mini Dialer at https://dialpad.com/apps/<ClientID>

Note

Coordinate with SpinSci before submitting the form. SpinSci will provide you with the exact  Allowed Origins URL (your dedicated Patient Assist DNS) to include in the request. This ensures that the Mini Dialer is authorized to load within Patient Assist from day one.

Creating an API Key from the Dashboard

Next, you’ll need to create an API key. The API key allows Patient Assist to securely receive call events and look up agent information from Dialpad.

To create and access your API Key/Token, go to your Dialpad Admin Settings.

Note

Only Company Admins can create API keys on Dialpad.

1. Select My Company

2. Select Authentication > API Keys

3. Select Add Key

4. Name your key and set the expiration terms

5. Select desired Additional Scopes

6. Select Save

7. Share the key with SpinSci using a secure channel (do not send via email)        

Note

API keys may expire. Make a note of the date you generated. If the integration stops working unexpectedly, a key refresh is the most common fix. SpinSci will coordinate with you when you need a renewal.

Verify browser permissions

Now, you’ll need to verify browser permissions. To ensure the Mini Dialer functions correctly within Patient Assist, each agent's workstation must have specific browser permissions enabled. The following table outlines the necessary permissions and their purposes:

Network access

SpinSci handles this. You don't need to do anything.

SpinSci configures the required Dialpad domain allowlisting on the Patient Assist backend, including:

• Allowing HTTPS traffic to *.dialpad.com and sandbox.dialpad.com

• Enabling secure WebSocket (wss://) connections to Dialpad servers

SpinSci settings

Once you have provided the Client ID and API key, SpinSci takes several steps to ensure seamless integration between Dialpad and Patient Assist. SpinSci completes the following steps:

Allow the Patient Assist URL in Dialpad

After SpinSci completes the backend setup, SpinSci will provide you with a dedicated Patient Assist URL for your organization (e.g., https://customername.patientassist.agenta-cloud.com).

This URL must be added as an Allowed Origin in the same Dialpad CTI configuration where your App Client ID was created. This allows the Mini Dialer to load within the Patient Assist.

To add the Allowed Origin:

1. Contact Dialpad Customer Care (the same team that provisioned your CTI / App Client ID)

2. Request them to add the Patient Assist URL provided by SpinSci to the Allowed Origins for your CTI app

3. The Dialpad team will update the configuration on their side

   Note

   If the Patient Assist URL was already included as an Allowed Origin when you submitted the CTI Request Form, no additional action is needed here.

   Additionally, ask your IT team to ensure the Patient Assist URL is not blocked by your organization's firewall, proxy, or content filter.

   SpinSci will notify you when the integration is ready.

Using SpinSci with Dialpad

Once the integration is enabled, agents use Dialpad and Patient Assist together from a single screen.

Dialpad agent login

Logging in to Dialpad is required to start receiving and handling calls within Patient Assist.

1. Open the Dialpad Mini Dialer using the Patient Assist URL

   (e.g., https://**.patient-assist.agenta-cloud.com)

2. Sign in using your Dialpad credentials

   

3. Once logged in, your status will be set to Off-Duty by default

4. Change your status to Available to start receiving inbound calls

   

Receiving an inbound call

When an incoming call arrives, a notification appears in Patient Assist.

1. Answer the call using the Dialpad Mini Dialer

   

2. Patient Assist automatically identifies the caller by phone number

3. The patient's record loads on the dashboard — including appointments, billing, care team,  referrals, and prescriptions

   

4. If screen-pop is enabled, the patient's chart opens automatically in your EHR system

   

Making an outbound call

To make a call from Patient Assist:

1. Open the Dialpad Mini Dialer widget

2. Enter a phone number or search for a contact

   

3. Select Call

Note

You can also click a phone number directly from a patient's record to dial out.

Searching for a patient

Agents can search for patients manually at any time:

1. Select the Search icon in Patient Assist

2. Enter a patient name, phone number, or Patient ID

   

3. Select the matching record to load the full dashboard

Adding notes during a call

Agents can document call details in real time:

1. During or after a call, navigate to the Notes section

2. Type your notes

   

3. Select Save

Notes are stored against the patient record and the call session.

Screen pop to EHR

If screen pop is enabled, the patient's chart opens automatically in your health records system (e.g., Epic Hyperspace) when a call is answered. No manual action is needed.

Call transfer

When a call is transferred to another agent, the patient context (dashboard, notes, and call data) follows the receiving agent so they can continue without asking the caller to repeat information.

To transfer a call:

1. Select Transfer in the CTI window

   

2. Search for and select the contact to transfer the call to

   

3. Select Transfer

   

Frequently asked questions

What Dialpad plan do I need?

You need a Dialpad Pro or Enterprise plan with at least one Contact Center license.

Do I need to be an admin to set up the integration?

Yes. A Company Admin in Dialpad must create the app and generate the API key. After setup, agents and supervisors can use the integration without admin access.

How long does the setup take?

The full setup typically takes 1–2 weeks:

• Customer provides credentials: 1–2 days

• SpinSci configures the integration: 2–3 days

• Joint testing: 1–2 days

• Go-live: 1 day

What if my API key is invalid or expired?

Generate a new API key using Manual API Key Generation, then share it with SpinSci at support@spinsci.com. The integration will resume once the key is updated.

Which EHR systems are supported?

Patient Assist supports Epic, Cerner, Athena, Meditech, eCW and NextGen.

Can agents search for patients manually?

Yes. Agents can search by patient name, phone number, Date of birth, or Patient ID at any time using the search feature in Patient Assist.

What happens when a call is transferred?

Patient context — including the dashboard, notes, and call data — is automatically forwarded to the receiving agent after the call.

Does the integration work with outbound calls?

Yes. Agents can make outbound calls through the Mini Dialer.

Will I still see calls in Dialpad?

Yes. All calls remain visible in Dialpad. Patient Assist adds an additional patient context layer on top of the standard Dialpad experience.

Who do I contact for support?

Email support@spinsci.com for all integration-related issues.

For Dialpad account or billing questions, contact your Dialpad representative.

Troubleshooting

Here are some common troubleshooting scenarios with Dialpad and Patient Assist.

Mini Dialer Not Loading

If the Mini Dialer is not loading within your Patient Assist workflow, there are several potential causes to investigate and steps to resolve the issue:

No Call Events Detected

If call events are not being detected by the system, review the following possible causes and solutions to restore functionality:

Patient Not Found After Call Arrives

When a call comes in, and the patient is not found in the EHR system, several factors may be contributing to this issue. Below are the possible causes and their corresponding  solutions:

Authentication Errors

Authentication issues can prevent successful communication with Dialpad services. The following table outlines common authentication errors and how to address them:

WebSocket Disconnects

WebSocket disconnects may occur for several reasons, impacting real-time communication between your system and Dialpad. Understanding these causes and their solutions can help restore and maintain connectivity.

Agent Status Not Updating

Agent status updates may fail to appear in your system due to specific configuration or connectivity issues. Identifying and resolving these problems will ensure that agent status changes are accurately reflected and processed.