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

    User interface of a conversation, highlighting the emoji icon.

  2. Select the GIF or the sticker icon

    User interface of a conversation showing the option for GIFs in a message.

    User interface of a conversation with Sticker options.

  3. Enter a keyword or phrase in the search bar

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

Tip

Hover over the GIF to play it before sending.

Want an easier way to send a GIF? 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 your mouse over the message you'd like to forward and select the Forward icon

  2. Enter a contact's name or email address

  3. Add a message to the recipient (optional)

  4. Select Forward Message

It’s displayed as a forwarded message by email.

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 desired message and select the Star icon

  2. Navigate to your Inbox and select the Starred tab

  3. Select a favorited message

    The conversation thread opens.

Mark as unread

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

  1. From the conversation thread, hover over the desired message

  2. Select the More actions (the 3 vertical dots)

    User interface of a conversation history with options menu displayed, highlighting option to mark a message as unread.

  3. Select Mark as Unread

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

Select it and you’re taken to the message in the appropriate conversation thread.

Delete

To delete a message:

  1. Navigate to the desired message and select the Options icon (the 3 vertical dots)

  2. Select Delete

    User interface of a conversation showing options menu, highlighting option to delete a message.

  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.

User interface showing a conversation between 2 users. Hover over the user's avatar in the chat shows the hover actions window with options.

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. Mobile capability will be added in the future.

Personal Quick Replies

EAP Feature

This feature is currently in the Early Adopter Program. Please reach out to Customer Care for more information about this feature.

Personal Quick Replies 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 Quick Replies in:

  • 1:1 chats with external contacts

  • Internal channels, groups, or threads

  • Department or Contact Center conversations

Send a Personal Quick Reply

To send a Personal Quick Reply:

  1. Open a conversation and select the Add Quick Reply icon

    Tip

    If you don’t have any quick replies, select Create New. Follow the steps in Create a Quick Reply.

  2. Select a Quick Reply option

  3. Select Send

Create a Personal Quick Reply

To create a Personal Quick Reply:

  1. Open any conversation and select the Add Quick Reply icon > Manage

    Tip

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

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

  3. Enter a message and select Save

    Note

    You can add a tag to the Quick Reply, if desired, to help search for quick replies.

Edit a Personal Quick Reply

To edit a Personal Quick Reply:

  1. Open any conversation and select the Add Quick Reply icon > Manage

    Tip

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

  2. Under the Quick Replies tab in the Dialpad App Preferences window, select a quick reply and then select Edit

  3. Edit the Quick Reply message and/or Tags and select Save

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

  2. Select Copy Link
    User interface of a conversation showing messages options, with copy link option highlighted.

  3. Paste the link to another conversation

    The message will expand to show a preview of the message.
    User interface of a conversation showing a message link pasted into the message field before being sent.

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

User interface of a conversation showing a message link sent as a message to another user.

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
    User interface of a conversation showing the options menu, with the copy text option highlighted.

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 in the Search bar

  2. Enter your keywords and press Enter

  3. Select Messages

  4. Choose a message

    The conversation thread displays.


Group messaging

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