---
title: "Dialpad + Front"
slug: "front-app-dialpad"
description: "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."
tags: ["CTI", "Front", "Front Inbox", "Integrations"]
updated: 2026-03-04T23:48:04Z
published: 2026-03-04T23:48:04Z
---

> ## 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 + Front

Stop wasting valuable time switching between apps! The Front integration with Dialpad streamlines customer communication and lead management, boosting your team's efficiency. Respond seamlessly across all channels—email, SMS, live chat, and phone—directly within Front. Unlock effortless omnichannel support and deliver exceptional customer service without the frustration of constant context switching.

Let’s dive into the details.

> [!NOTE]
> Who can use this
> 
> Dialpad’s CTI integration within Front is available to customers on all Dialpad plans.
> 
> Call logging with Front is available to [Dialpad Support](https://www.dialpad.com/pricing/#contact-center) and [Dialpad Sell](https://www.dialpad.com/pricing/#sales-dialer) customers, as well as Dialpad Connect users on a [Pro or Enterprise](https://www.dialpad.com/pricing/) plan.
> 
> This integration is available to Front users on a Growth, Scale, or Premier account.

## How the Front integration works

The Dialpad + Front integration is available as a CTI in the Front environment. As an Admin, you can connect to Voice by Dialpad and/or the SMS by Dialpad channels in Front.

With it, you can:

- Manage calls and SMS from your inbox.
- Initiate and receive calls directly from your Front inbox and save time from switching between apps.
- Access call controls like recording, mute, hold and transfer from the native CTI.
- Automatically show customer details when calls come in.
- Keep agents focused with automatic “busy” agent status updates, pausing all other conversations.
- Send and receive SMS messages from any phone number you choose.

You can also access your Dialpad call records in one place, allowing you to:

- Listen, search, comment, and tag teammates on call transcripts and recordings.
- See all relevant conversations for any customer and get up to speed with AI summaries.
- Automatically log calls placed or received within Front back to Dialpad.
- Log calls to your CRM to keep your customer data up to date.

## Enable the Front integration for Dialpad

> [!NOTE]
> Note
> 
> This integration is set up through Front, not Dialpad.
> 
> You should have already set up a Contact Center in Dialpad and are eligible for both Dialpad voice calls and SMS channels.

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

1. Select the **gear icon**, and then select **company settings**or**workspace settings**
2. Select **Inboxes**, and create a new****[**shared inbox**](https://help.front.com/en/articles/2057)
3. Select **Channels** > **Connect a channel**
4. Navigate to**Voice by Dialpad** or **SMS by Dialpad** and select **Connect**
5. Select **Connect to Dialpad** to confirm
6. Sign in with your Dialpad account

> [!NOTE]
> Note
> 
> The email address must match the email address used to log into Front.
7. Select **Allow**
8. Using the drop-down, select the phone number you want to connect to your Front inbox, then select **Continue**

> [!NOTE]
> Note
> 
> Like other integrations, you must be a Front Admin to set up the integration.
> 
> Also, if you have a Pro or Enterprise plan and would like to enable the integration with call logging in Front, you must be a Company Admin in Dialpad to get an [API key](/v1/docs/create-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**

![](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/Front_Enablement(1).png)
5. Navigate to **Settings** and toggle on/off the company-wide settings

![View of the Dialpad Settings page for the Dialpad integration in Front.](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/Screenshot 2026-02-26 at 4.26.13 PM.png)
  - **Set status as “busy” during calls**
  - **Sync Front status to Dialpad**
6. Select **Start using this app**

The Dialpad widget displays in your Integrations panel on the right, and you'll be prompted to log in to your Dialpad account from the Front app.

![The Dialpad login window.](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/Dialpad Login.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](https://help.dialpad.com/v1/docs/en/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**Inbox.**

1. Select the **+** icon > **Call**

![Making a call from the Front inbox.](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/Screenshot 2026-03-03 at 2.42.58 PM.png)
2. Enter a name or number

![Dialing a number or searching a contact name in the Dialpad number pad in the Front integration.](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/Screenshot 2026-03-03 at 2.44.11 PM.png)

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

1. Open the contact
2. Select the **Phone**icon from the contact information panel ![The contact panel in the Front integration. The call option is highlighted.](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/Screenshot 2026-03-03 at 2.47.21 PM.png)

> [!NOTE]
> Note
> 
> When you receive a call, you must answer it using the Dialpad CTI.

> [!TIP]
> 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
> 
> ![](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/Front_app_select_sharedline.png)

### Receiving calls

When there’s an incoming call, you’ll see a call widget pop up at the bottom left. The call will automatically be assigned to you when you answer it.

To answer the call:

- Select **Answer via Dialpad** in the call widget, or
- Select **Answer** in the conversation

Select the **Dialpad** icon to expand the widget to take additional actions (mute, transfer, etc.) using the toolbar icons.

![Receiving a Dialpad call in Front.](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/Receive a Call(1).png)

### Wrapping up calls

After the call ends, a Call ended label appears in the conversation and the conversation list.

![A Dialpad call ended in Front with a label indicating that the call has ended.](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/Call Wrap 1.png)

Call summaries, transcripts, and call recordings are available for applicable conversations.

![View of the wrapped call's summary and transcript in Front.](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/Call Wrap 2.png)

You can take notes during or after the call to add call summaries, action items, and contextual comments to the call transcript.

![Leaving comments about a call in Front for future reference.](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/Call Wrap 3.png)

When you’re done, follow your team’s specific workflows, which may include archiving or tagging.

### Missed calls & voicemails

If no one is available to answer a call, the conversation is marked as **Call missed** or **Voicemail** in the conversation list.

![View of missed calls in Front.](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/Missed Call.png)

For voicemails, Front will display call recordings and transcripts generated by Dialpad.

![View of a voicemail transcript of a Dialpad call in Front.](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/Voicemail.png)

### Queued calls

If you have call queues set up, a **Queued** indicator displays in the conversation and conversation list, along with the customer's wait time. The next queued call will be assigned to an agent once one becomes available.

### Send a message

To send a Dialpad message from the Front, navigate to the **Inbox**.

1. Select **Compose**
2. Enter a name in the **To** field
3. Enter a name or number in the **From** field

![Composing a message in Front using Dialpad.](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/Screenshot 2026-03-03 at 3.14.51 PM.png)
4. Type your message
5. Select **Send**

> [!TIP]
> 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
> 
> ![](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/Front_app_select_SMSsharedline.png)

### Set yourself to Do Not Disturb (DND)

To set yourself to Do Not Disturb from Front, go to the**Account Menu.**

1. Select **Dialpad**
2. Select the Options (3 dots) icon
3. Select **Unavailable**

![Account Menu in Front showing the option to change your availability status.](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/Screenshot 2026-03-03 at 3.19.31 PM.png)

> [!NOTE]
> Note
> 
> Select ‘Unavailable’ means both the “Do not disturb” setting is toggled on AND you are “Off duty” for all contact centers they belong to.

## Connect to a channel

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

> [!NOTE]
> 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 **Inboxes** and create a new shared inbox or select an existing inbox to connect
3. Select **Channels**
4. Select **Connect channel**

![](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/Front_Connect_a_channel(2).png)
5. Navigate to the **SMS and telephony** page
  1. For Voice by Dialpad, select **Connect to Dialpad** to log calls in Front
  2. For SMS by Dialpad, select **Connect to Dialpad**to manage a Dialpad SMS number
6. Select **Connect**

![](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/Front_Connect_to_Dialpad(1).png)

### 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**

![View of the Dialpad login window from the Front integration.](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/Screenshot 2026-03-03 at 10.29.30 AM.png)
3. Select **Allow**

![Confirmation window to allow Dialpad to connect to the Front integration.](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/Screenshot 2026-03-03 at 10.37.24 AM.png)
4. Select the Dialpad lines you want to connect

![Choosing the Dialpad numbers to connect to.](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/Screenshot 2026-03-03 at 1.43.21 PM.png)
5. Select **Continue**

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

1. Navigate to **Route to inbox**
2. Select your preferred inbox

![](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/Front_Shared_call_log_inbox.png)
  1. Create a new inbox
  2. Select a single existing inbox

![Route to a single inbox.](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/Screenshot 2026-03-03 at 1.50.34 PM.png)
  3. Select multiple existing inboxes

![Route to multiple inboxes.](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/Screenshot 2026-03-03 at 1.50.58 PM.png)
3. Select **Continue**

That's it! Any incoming calls from the chosen Dialpad lines will now route to your preferred inbox. ![](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/Front_Shared_inbox_Call.png)

### 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**

![](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/Front_enable_SMS.png)
3. Select a phone number from the drop-down

![](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/Front_SMS_select_phone_number.JPG)
4. Select **Connect**

![](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/Front_SMS_select_phone_number2.JPG)

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

![](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/Front_Shared_call_log_inbox.png)
  1. Create a new inbox
  2. Select a single existing inbox

![Route to a single inbox.](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/Screenshot 2026-03-03 at 1.50.34 PM.png)
  3. Select multiple existing inboxes

![Route to multiple inboxes.](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/Screenshot 2026-03-03 at 1.50.58 PM.png)
3. Select when you want conversations to automatically close

![This is an option to choose when a conversation gets closed.](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/Close Conversation Duration.png)
4. Select **Continue**

That's it! Incoming messages from the chosen Dialpad lines will be routed to the selected shared inbox. ![](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/Front_Shared_inbox_SMS(1).png)

> [!NOTE]
> 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 questions

### As a 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.

### What if I’m using Front’s legacy Dialpad integrations?

See [this Front article](https://help.front.com/en/articles/3015104) for more instructions on how to update your Dialpad channels and unpin your Dialpad plugin.

### How do calls get assigned to agents?

Assignment logic differs between calls and conversations:

- **Calls**: Front uses the routing logic set up in Dialpad. When a customer calls a phone number, the call is routed to an agent in Dialpad, then Front will notify (or “ring”) that agent in Front if they are logged into Front with the same email address.
- **Conversations**: Front assigns the conversation to the agent who answers the call. If an agent does not answer a call, or the agent that answers the call isn’t a Front user, then Front will not assign the conversation.

### Why don’t I see a call summary, transcript, or recording?

Call summaries, transcripts, and recordings won’t be available in Front if Dialpad doesn’t generate them. Dialpad may not generate these resources if the agent doesn’t have access to the feature, doesn’t turn on the feature, or the call does not meet length requirements. See [this article](https://help.dialpad.com/docs/dialpad-ai#ai-call-summary) for more information.

Other reasons you may not see a summary, transcript, or recording:

- Call summaries and transcripts are not currently supported on the mobile app.
- Voicemails, recordings, and transcripts are not currently supported for the Executive Assistant feature.
- The call was transferred (such as from an IVR flow) to a call group or number that is not connected to Front. If the call group does not have a number, you should add a number to it in Dialpad and then connect the new number to Front.

### Are user extensions supported?

No. The integration does not support user extensions.

### Are images and videos supported for SMS messages?

Yes. Images and videos will be visible inline when viewing the message.

### Can I send MMS messages?

Yes. You can use MMS messages to send outbound replies with media files up to 500 KB.

Front follows Dialpad's file size, carrier, or geolocation limitations. See Dialpad's documentation for more information.

### Are there call and SMS-specific analytics?

Customer satisfaction (CSAT) scores collected in Dialpad will be imported into Front and visible as a comment in the conversation. These scores are accessible in Front Analytics.

You can access voice metrics in the Key metrics chart of the Workload report or a custom report. SMS analytics are included in any text-based metrics, like reply time.

### Will I still see calls and SMS messages in Dialpad?

Yes. All calls and SMS messages will be visible in both Front and Dialpad for each phone number connected to Front.

### Can I silence Dialpad calls?

Yes. Toggle on the Mute and hide incoming call banner setting in your notification preferences.