Dialpad + Front App

  • Last updated on Dec 13, 2024
  • Published on Jun 7, 2023
  • 3 minute(s) read
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Dialpad’s integration with Front provides an in-app dialer so you can make and receive phone calls and handle texts without ever leaving Front. You can even view call and SMS history directly from your Front inbox.

Let's take a look at how this integration between Front and Dialpad works.

Who can use this
Dialpad’s CTI integration within Front is available to customers on all Dialpad plans.
The call logging feature is available to Dialpad Support and Dialpad Sell customers, as well as Dialpad Connect users on a Pro or Enterprise plan.
Front users can set up a Dialpad Inbox in Front using a company API key.

Enable the Front integration

This integration is set up through Front, not Dialpad.

To enable the Dialpad integration, head to your Front app.

  1. Navigate to Settings 
  2. Select Integration
  3. Search for Dialpad
  4. Select the Enable app button

Like other integrations, you need to be a Front Admin to set up the integration.

Note
If you are on the Pro or Enterprise plan and would like to enable the integration with call logging in Front, you will need to be a Company Admin in Dialpad to get an API key.

Enable the Dialpad CTI in Front

Once your Front Admin has enabled the integration, each user will need to enable the Dialpad plugin from the app store.

  1. Navigate to Front Settings
  2. Select App store
  3. Search for Dialpad
  4. Select Enable app
  5. Select Start using this app

The Dialpad widget will appear in your integrations panel on the right, and you'll be prompted to log in to your Dialpad account from the Front app.Use_Front_CTI.png

The Dialpad widget features the same general app settings you're used to on the desktop app.

  • Profile settings.
  • Caller ID toggle. 
  • DND toggle. 
  • If applied, Custom Off Duty Status for Contact Center.
  • Call screen/search. 

You can also view call and SMS logs with a specific Dialpad contact.

Make a call

To make a Dialpad call from Front, navigate to the Integrations Panel.

  1. Select Dialpad  
  2. Select Make a call
  3. Enter a name or number

You can also place a call from your Front contact list.   

  1. Open the contact
  2. Select the Phone icon from the conversation view

Remember
When you receive a call, you must answer it using the Dialpad CTI.
Tip
You can also make a call using a shared line number.
  1. Select the New Call From drop-down
  2. Select a Department or a Contact Center
  3. Select the desired number

Send a message

To send a Dialpad message from the Front, navigate to the Integrations Panel.  

  1. Select Dialpad
  2. Select the drop-down menu beside Make a call 
  3. Select Send a Message
  4. Enter a name or number
  5. Type your message
  6. Press the Enter key to send the message
Tip
You can also send a message using a shared line number.
  1. Select the New Message From drop-down
  2. Select a Department or a Contact Center

Set yourself to Do Not Disturb (DND)

To set yourself to Do Not Disturb from Front, head to the Integrations Panel. 

  1. Select Dialpad
  2. Select the arrow down beside your avatar
  3. Toggle on Do Not Disturb

Connect to a channel

Connect your Dialpad Department and Contact Center lines with Front channels to make, receive calls, and send/receive SMS.

Note
There are two separate Dialpad plugins, one for call logging and one for SMS messaging. 


To connect to a channel, navigate to Front Settings.

  1. Select the desired workspace
  2. Select Channels
  3. Select Connect a channel
  4. Navigate to SMS and telephony page
    1. Select Dialpad to log calls in Front
    2. Select Dialpad SMS to manage a Dialpad SMS number
  5. Select Connect

Configure calls in Channels

After connecting the Dialpad plugin for calls, select where to route your Dialpad calls in Front.

From the Front settings:

  1. Navigate to Log-in and configure
  2. Select Connect to Dialpad
  3. Select Allow
  4.  Select the Dialpad lines you want to connect
  5. Select Save

Next, return to the Connect a channel page to choose the shared inbox where calls will be routed.

  1. Navigate to Route to inbox
  2. Select your preferred inbox
    1. Create a new inbox, or
    2. Select an existing shared inbox
  3. Select Continue

That's it! Any incoming calls from the chosen Dialpad lines will now route to your preferred shared inbox.

Configure SMS in Channel

After connecting the Dialpad SMS plugin, set up the number the channel will use to send messages. You'll also need to specify where to route incoming shared line messages in Front.

  1. Navigate to Log-in and configure
  2. Select Connect to Dialpad
  3. Select a phone number from the drop-down
  4. Select Connect

Then, return to the Connect a channel page to select the shared inbox where the SMS messages will be routed.

  1. Navigate to Route to inbox
  2. Select your preferred inbox
    1. Create a new inbox, or
    2. Select an existing shared inbox
  3. Select Continue

That's it! Incoming messages from the chosen Dialpad lines will be routed to the selected shared inbox.

Note
Members who were part of a workspace can view all call logs and SMS messages made within a channel under Shared inboxes.

Frequently asked question 

I am our Dialpad Admin, can I add Dialpad users through the Front App integration?

No, you need to log in to Dialpad.com and add users to the admin portal.