Messaging Features

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Dialpad chat offers so much more than just sending and receiving messages — with Dialpad messaging, you can favorite messages, forward conversations, pull up messages based on search terms, archive discussions, quickly share images or videos from one contact to the next, and more!

Let's take a closer look at all messaging options in Dialpad.

Send GIFs and stickers

Add some fun to your conversations by sharing GIFs and stickers to express your emotions, and enjoy favorite memes with friends!

To use a GIF or sticker:

  1. Navigate to any conversation and select the Emoji icon

  2. Select the GIF or the sticker icon

  3. Select the GIF or a sticker you want to send

Tips

Hover over the GIF to play it before sending.

Enter a keyword or phrase in the search bar

Type /giphy followed by a keyword or phrase, then press Enter to display a GIF matching your entry

Forward

Forwarding a message to another Dialpad is simple.

  1. Hover over the message you want to forward

  2. Select Options

  3. Select Forward

  4. Enter a contact's name or email address

  5. Add a message to the recipient (optional)

  6. Select Forward Message

Favorite

Favorite a message for easy reference. Favorited messages show up in the Starred section of your inbox.

To favorite a message:

  1. Hover over the message

  2. Select the Star icon

Favorited messages appear in the Starred section of your Inbox.

To un-star a message, select the star icon again, or select Options > Un-star from the Starred inbox.

Mark as unread

Mark a message as Unread to ensure you dedicate time to respond later on.

From the conversation thread:

  1. Hover over the message

  2. Select More actions (the 3 vertical dots)

  3. Select Mark as Unread

Navigate to the New section of your Inbox, you'll see the message as new.

Delete

To delete a message:

  1. Go to the message and select Options (the 3 vertical dots)

  2. Select Delete

  3. Confirm the deletion

Note

When you delete a message, it doesn’t unsend it — your message will remain visible to others in the conversation.

Hover actions

Easily reach teammates in channels, groups, or threads in any internal conversation by sending using a hover action. With hover actions, you can:

  • Send a direct message

  • Start a call

  • Launch a meeting

You can also view their full profile, without leaving the conversation.

To send a quick message, simply hover over the user’s name and select an option from their profile pop-up window.

Note

This feature is only available on the Dialpad desktop app and web app.

Personal Templates

Personal Templates let you respond faster by inserting saved, personal messages into any conversation. These replies are just for you—they won’t appear to teammates, even on shared lines like Departments or Contact Centers.

You can use Personal Templates in:

  • 1:1 chats with external contacts

  • Internal channels, groups, or threads

  • Department or Contact Center conversations

Send a Personal Template

To send a Personal Template:

  1. Open a conversation and select the Template icon

    Tip

    If you don’t have any Personal Templates, select Create New. Follow the steps in Create a Template.

  2. Select a Template

  3. Select Send

Create a Personal Template

To create a Personal Template:

  1. Open any conversation and select Template icon > Manage

    Tip

    You can also access quick replies by selecting your Profile icon > Preferences.

  2. Under the Template tab in the Dialpad App Preferences window, select Create

  3. Write your message, then select Save

    Note

    Add tags to the Template to help find Templates faster.

Edit a Personal Template

To edit a Personal Template:

  1. Open any conversation and select the Template icon > Manage

    Tip

    You can also access quick replies by selecting your Profile icon > Preferences.

  2. In the Templates tab, select the Personal Template you want to edit

  3. Select Edit

  4. Edit the Template and/or tags, then select Save

  5. (Optional) If you want to remove a quick reply, select the quick reply and then select Delete > Delete

Share a conversation

Want to share a conversation between teams? You can send a link to share a message or an entire thread to add context or key information to another conversation.

To create and share a conversation link:

  1. Go to the conversation and hover over the message you want to share

  2. Select Copy Link

  3. Paste the link to another conversation, the message will expand to show a preview of the message.

You can remove the message preview before or after sending it by selecting the ‘X’ icon next to it.

Note

Private conversations can’t be shared with individuals who are not part of that conversation. If you share a conversation URL with someone outside of that group chat, channel, or message, the recipient won’t be able to open the conversation.

Copy Text, however, contains no privacy restrictions and is an easy way to share message details with anyone.

Copy Text

Need to send the same message to another person? Use the Copy Text feature to copy and paste message contents.

To copy text:

  1. Navigate to the conversation and hover over the message you want to share

  2. Select More actions > Copy Text

The message text is instantly copied to your clipboard, and you can paste it anywhere you’d like.

Search message history

Search conversations and messages by keywords, saving you from having to endlessly look for a specific message.

  1. From the Dialpad app header, select the Search bar

  2. Enter your keywords and press Enter

  3. Select Messages

  4. Choose a message

Group messaging

Need to send messages to multiple people at once? Use our Group Messaging feature!