Connect Dialpad with VinSolutions to log inbound and outbound calls in customer records. Once set up, Dialpad logs each call in VinSolutions with timestamps, duration, call outcome, and a link to the Dialpad call summary.
The Dialpad + VinSolutions integration provides:
Logs inbound and outbound external calls to VinSolutions customer records
Tracks call outcome for every call — connected, voicemail, or no answer
Includes call timestamps, duration, and agent details in every logged entry
Adds a link to the Dialpad call summary for recordings, transcriptions, and AI recaps
Who can use this
The VinSolutions 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.
Let’s dive into the details.
VinSolutions enablement prerequisites
Before getting started, ensure you have these items:
VinSolutions CRM administrator access to modify Partner Enablement settings
A Dialpad admin account with access to generate API keys
A Dialpad company API key
Your VinSolutions Dealer ID(s) and the corresponding Dialpad Office ID(s) — your PS team will use these to complete setup
Set up the VinSolutions integration
Setting up the VinSolutions integration involves two parts: enabling Dialpad in your VinSolutions Partner Enablement settings, then sharing your Dialpad API key with the Dialpad Professional Services team. The PS team handles the backend registration.
Enable Dialpad in VinSolutions
As a VinSolutions CRM administrator, in VinSolutions:
Go to Settings > Dealer Settings > Partner Enablement
Under Call Tracking Providers, find Dialpad and turn on the integration
Review and accept the terms in the confirmation dialog
Note
To turn it off, use the same process.
Share your details with Dialpad Professional Services
Once Partner Enablement is complete, contact your Dialpad Professional Services team with:
Your Dialpad company API key
A list of your VinSolutions Dealer IDs paired with the corresponding Dialpad Office IDs
Your PS team will complete the backend registration. No additional setup is required on your end.
Tip
If you're unsure which Office IDs to use, your PS team can help identify the right ones.
Call logging
When a call ends, the integration automatically logs it in VinSolutions as a call-tracking entry on the matched customer record. Calls are logged as "phone" communication by "System" in VinSolutions.
What gets logged
Field | Description |
|---|---|
Call direction | Inbound or outbound. |
Call result | SPOKE (connected), LEFT_MESSAGE (inbound voicemail), or NO_ANSWER. |
Ring start time | When the call first rang. |
Talk start time | When the call connected (if applicable). |
Call end time | When the call ended. |
Call duration | Length of the connected conversation. |
Call summary | A description including the agent name, contact name, duration, and group name for calls routed through a call center or department. |
Dialpad call summary link | A link to the Dialpad call review page — includes recordings, transcriptions, and Ai recaps based on the agent's Dialpad permissions. |
How call logging works
Scenario | What happens |
|---|---|
Connected inbound call | Logged as SPOKE with full call details. |
Connected outbound call | Logged as SPOKE with full call details. |
Missed an inbound call with voicemail | Logged as LEFT_MESSAGE. |
Missed call without voicemail | Logged as NO_ANSWER. |
Internal Dialpad call (agent-to-agent) | Not logged — only external calls are logged. |
Agent email doesn't match a VinSolutions user | Call is attributed to the configured default VinSolutions user (if set up by your PS team), or the agent field is left empty. |
Note
Access to the Dialpad call summary link, including recordings, transcriptions, and AI recaps, reflects the permissions set up in Dialpad for that agent or office.
Agent matching
The integration matches Dialpad agents to VinSolutions users by email. Each agent's primary Dialpad email needs to match their VinSolutions user email for calls to be attributed correctly.
Scenario | What happens |
|---|---|
Agent's primary Dialpad email matches a VinSolutions user. | Call is attributed to that VinSolutions user. |
Agent's primary Dialpad email doesn't match any VinSolutions user. | Call is attributed to the configured default VinSolutions user, if one has been set up by your PS team. |
No agent involved (unanswered call). | Call is attributed to the configured default VinSolutions user, if set up. |
Tip
If you're seeing calls attributed to the wrong agent, verify that the agent's primary email in Dialpad matches their email in VinSolutions exactly.
Troubleshooting
Calls aren't logging
Confirm the call was an external call (not an internal Dialpad-to-Dialpad call).
Verify that Dialpad is toggled On in VinSolutions under Settings > Dealer Settings > Partner Enablement.
Confirm your PS team has completed the backend registration for your office and dealer ID pairing.
Calls log on hangup — confirm calls are ending normally.
Calls are attributed to the wrong agent
Check that the agent's primary Dialpad email matches their VinSolutions user email exactly.
If no match is found, the call falls back to the default VinSolutions user your PS team configured. Contact your PS team to update the default if needed.
The Dialpad call summary link isn't accessible
Access to the call review page is based on Dialpad user permissions. Verify the agent has the appropriate permissions to view recordings and AI features in Dialpad.
If the call wasn't recorded, the link opens the call review page, but no recording will be shown.
Still need help?
Setup or configuration issues: Contact your Professional Services team
Day-to-day product issues: Reach out to Dialpad Customer Care
VinSolutions-side issues (Partner Enablement settings, dealer access, account settings): Contact VinSolutions support
Frequently asked questions
Why isn't my call getting logged?
Make sure the call was an external call — internal Dialpad-to-Dialpad calls aren't logged. Also, confirm that your VinSolutions Partner Enablement setting has Dialpad toggled on, and that your PS team has completed the backend registration for your office and dealer.
Why is the call attributed to the wrong agent?
The integration matches agents by their primary Dialpad email. Make sure each agent's primary email in Dialpad matches their VinSolutions user email exactly. If there's no match, the call falls back to the default VinSolutions user configured by your PS team.
Where does the Dialpad call summary link go?
It opens the Dialpad call review page for that specific call. Recordings, transcriptions, and AI recaps are available there based on the agent's Dialpad permissions. If the call wasn't recorded, the link still opens, but no recording will appear.
Are AI recaps included in logged calls?
The AI recap isn't written directly to the VinSolutions call entry — instead, the Dialpad call summary link in each entry takes you to the full Dialpad call review page, where the AI recap is available if AI features are turned on for your office and the agent has the appropriate permissions.
Does this integration log SMS messages?
No, the VinSolutions integration only logs phone calls. SMS messages aren't logged.
Do call center and department calls get logged?
Yes, calls routed through call centers and departments are supported. The call summary includes the group name alongside the agent's details.
Why do I see calls logged by "System" in VinSolutions?
Calls are logged as "phone" communication by "System" by design — this is how the VinSolutions Call Tracking API attributes programmatically submitted entries.