We're always rolling out updates that contain new features and capabilities to ensure customers get the most of Dialpad.
Update your desktop app, or visit Dialpad's web portal to take advantage of the latest additions. You'll also discover some bug fixes to improve reliability. Dialpad's desktop app and web portal are made to live at the center of your business communications.
Let's take a look at the major improvements made to our business communications platform every month.
January 2021
Screen Pop | Automatically launch a CRM platform's matching customer record in another window as soon as the call starts ringing
Salesforce Sandbox Instance Support | Test Salesforce integration features in a sandbox environment
'Average Handle Time' Metric | Call Center analytics now include 'average handle time' for measuring the Agent time required to handle each call
Limit Call Review Access to Team Members Only | Share a call review limiting access to team members who are logged in
Saved Search Templates | Build a new Saved Search from predefined templates as-is or customized in the Analytics and Call History menus
December 2020
Launch Call History from Call Totals | Select the call totals in the Analytics menu to open the Call History menu and that subset of calls
Saved Search | Easily return to specific filters in the Analytics menu and the Call History menu by saving them for later
One Click to View Calls Matching Filters | Transfer from the Analytics menu to the Call History menu to view calls matching filters and investigate call data further
'Agent Status' Metric at Office Level | Analyze 'Agent Status' at the Office level for a complete overview of Agents' time as they're often assigned to multiple Call Centers
Prevent Users, Operators, & Agents from Deleting Data | Setting to prevent users from deleting call-related data; can also apply to Operators in a Department and Agents in a Call Center
November 2020
Dialpad Talk | Call Setup Time Visual Cue | Make a call to see 'Connecting' and 'Ringing' visual cues indicating the status
Web Portal | Unique URLs for Personal Settings' Sections | Easily access specific sections in your Dialpad profile's personal settings using unique URLs
Dialpad Talk | 'All' Tab in User Inbox | Use the 'All' tab in your inbox to quickly access past conversations
Analytics | Call History Menu | 'Calls List' is renamed to 'Call History' and appears in the left sidebar of the web portal
October 2020
Voice Intelligence | New Templates for Custom Moments & Real-Time Assist Cards | Use custom moments and real-time assist cards in a Call Center to improve coaching and quality assurance
Call Features | Call Handling Options | Turn off call waiting and instead send an incoming call to a busy signal or straight to an advanced routing option
Dialpad Contact Center | Chart Concurrent Calls | Understand how many calls are in progress at any one time, and use this to forecast Agent schedules and prepare for simultaneous calls in the future
Dialpad Contact Center | Heatmaps | Use a heatmap to display call volume and hold time
Voice Intelligence | Tooltips for Moments in Call Review | Use tooltips to understand why each moment was triggered during a call
Dialpad Talk | 'Dial By Name Directory - Company | Set call routing rules for Departments and Call Centers that allow customers to dial by name across the entire company
September 2020
Dialpad Talk, Sell, & Contact Center | Scheduled Reports | Create scheduled reports that are delivered to your email address automatically
Voice Intelligence | @Mentions | Use @mentions in any call review to bring attention to key parts of a call
Dialpad Talk | Operators & Agents Using Secondary Numbers | Department Operators and Call Center Agents can use secondary numbers from the Dialpad app
Dialpad Talk | UberConference Settings in Web Portal | Settings for a linked UberConference account appear in the Dialpad web portal for easy adjustment
Dialpad Contact Center | Updates to Wait Time & Service Level Calculations | Wait Time and Service Level now measure a call once greetings and menus are finished rather than from the moment the call started
Dialpad Talk, Sell, & Contact Center | Pronouns | Add pronouns to user profile to inform others how you prefer to be identified
August 2020
Dialpad Talk, Sell, & Contact Center | Split Business Hours | Set up to four unique periods of availability per day for Main Lines, Departments, Call Centers, and Personal Working Hours
Dialpad Talk, Sell, & Contact Center | Zoom Integration | Meetings taking place in Zoom launch with just one click from Dialpad
Dialpad Contact Center | Disable Call Center Availability Status Changes | Call Center availability status is disabled when an Agent is being rung or on an active call
Dialpad Talk, Sell, & Contact Center | Salesforce Custom Objects | Log calls taken using Dialpad's desktop app against custom object records in Salesforce
Dialpad Talk | Post-Dial DTMF Strings | Enables users who consistently call into the same conference to append a PIN or ID to the callout number so they're easily added to the conference
Dialpad Sell & Contact Center | Wallboard | Customize your wallboard to display information, such as number of calls on hold and average wait time, from Call Centers in your organization
July 2020
Dialpad Sell & Contact Center | Custom Moments (Voice Intelligence) | Custom moments let you track things that are specifically important to your and your team
Dialpad Sell & Contact Center | Support for English (United Kingdom) IVR Recordings | Set Interactive Voice Response (IVR) recordings to English (United Kingdom) for Users, Main Lines, Departments, and Call Centers
Dialpad Sell & Contact Center | Grant Agents Access to Call Recordings | New setting allows for agents to be granted access to call center recordings
Dialpad Talk | Help Center Search | Search the Help Center for resourceful articles from your Dialpad settings
June 2020
Dialpad Talk | Integration with Clio Manage | Law firms can use the Clio manage integration with Dialpad to connect with clients all from a single platform, no matter the device
Voice Intelligence | Settings Update | To increase the visibility of Voice Intelligence capabilities and to improve understanding of Vi, we've made several changes to the Vi settings and in-app user experience
Dialpad Talk | Contact Labels | Contact labels let users apply custom labels to personal and department contacts, organizing contacts, and enhancing the ability to search for them
Dialpad Sell | Dialpad Powerdialer in Salesforce | Use the Dialpad Powerdialer in Salesforce to create customized lists and allow representatives to automatically call through them without bringing up each record
Dialpad Sell & Contact Center | Dialpad in Salesforce Omni-Channel | Salesforce Omni-Channel updates an agent's status when on a call in Dialpad
May 2020
Dialpad Talk | Voice Intelligence | New and improved Vi Call Summary experience
Dialpad Talk | Analytics | Calls List and Analytics are now split into two different tabs for easier navigating
Dialpad Talk | Company Admins | Company Admins now have the ability to Proxy into their user's accounts and access their settings
Dialpad Sell | Coaching Center | Introducing the new Coaching Center for Dialpad Sell
April 2020
Dialpad Talk | App Settings | On a conference call and your Dialpad notifications distracting you? No problem! You can now disable new message notification sounds when on a UC
Dialpad Talk | Show Email in Forward Message Dropdown | When forwarding messages, images, and voicemails, the dropdown will now show contact email address as well so you know exactly where it's going
Dialpad Sell | Local Presence | Local Presence, aka "Dynamic Caller ID" or "Local Caller ID" or "Local Dial" selects a matching phone number to call from, based on the area code of the person you're calling to. With local presence dialing, sales managers can assign a bundle of area codes to their reps’ call center to match the numbers of the prospects their teams are calling into.
Click here to learn more about it!
Click here to see the demo!
March 2020
Dialpad Sell & Support | Agent Screen Capture | We’ve added a new feature to record your agent’s screen once their call connects. The screen recording will be stored inside your Dialpad analytics call history tab and tied to your Voice Intelligence call transcription—which means you can easily toggle between what your agent said and what steps they actually took, giving managers the full picture of how and where they can offer up some tips for next time.
Click here to learn more about it!
Analytics | Multi-Target Search | Managers have the capabilities to expand their search results to pull data on more than one user or group like a coaching group or call center.
Click the links below to learn more about it!
- Analytics: Charting Help Article
- Analytics: Calls List Help Article
Mobile Android | Call Summary | You can now view your Vi call summaries in the Android Dialpad app.
Dialpad Support | Allow Agent to access Dashboard | Admins can now grant Support agents access to the dashboard (and all the metrics that live inside it) for every call center they’ve been assigned.
Voice Intelligence | New Moments & Improved Action Items
We've added three new moments to your call Vi summaries to help you remember important Dates (June 21), Times (4:00 PM), and mentions of major currencies ($200).
Got a due date on an action item? Now you can see it called out in your transcriptions and highlighted moments, making it easier than ever to hit your deadlines
Dialpad Sell & Support | Weekly Summary & Metrics | Call Center admins will now automatically receive an emailed summary with key call metrics from the previous week 📈 More info
Desktop App | Emoji Picker | Emojis are now available in the message bar!
February 2020
Call Center and Department Admins | Clarified in the UI when an Office Admin is added to a Call Center/Department. Previously it would display that they are an Admin even though they were only an Office Admin but not made an Admin of that Call Center/Department - so they didn’t actually have Call Center/Department admin rights. We’ve improved this by identifying them more accurately as “Office Administrator” and Admins of that Call Center/Department can know when they need to provide admin rights to that shared line.
Users who are set to login with Google or O365 now receive an email directing them to login with their productivity suite if they attempt to reset their password through https://dialpad.com/forgotpassword
Executive Assistant permissions expanded for Dialpad Talk and Dialpad Sell Pro and Enterprise Plan users. Executives now have the option to prevent access to their Transcripts, Voicemails, and/or Recordings.
January 2020
Introducing Playlists, where you can curate a collection of call recordings from the Calls List and share those lists across your team for training, coaching, or quality assurance.
Personal Working Hours launched! Set your own working hours, separate from your office.
Auto SMS Responder | Don't want to be bothered outside your working hours? Set up an auto SMS to let people know you are not available!
December 2019
Dialpad Support and Sell CSAT surveys have been enhanced with Voice Intelligence!
Dialpad Support and Sell | Hold Queues | Admins can choose whether calls in the queue at closing time stay in the queue, or go to the call centers fallback options.
Dialpad Support and Sell | Call Center Supervisor Dashboard
Deep links have been added to the following sections in the call center dashboard. When a Call Center Supervisor or Admin clicks into any one of these sections they are taken to the Calls List for a deeper look into those calls.
November 2019
Dialpad has a new look! Introducing Dialpad's New Brand!
Introducing Call Dispositions for Dialpad Support and Sell!
October 2019
A more in-depth look into your Agents Call Center status' for Call Center Supervisors see who is set to Do Not Disturb.
Got a new phone or computer? Force log yourself out of any old devices that were previously connected to your account before removing them!
Set a custom ringtone for your Dialpad desktop app. Choose from a list of presets, or select an MP3 from your computer for an even more personalized experience. This is great for open office plans, to help you distinguish between calls to you and calls to your desk neighbor! (This feature is only supported on our native apps).
Company and Office Admins we’ve given your User page (formerly Team) an overhaul. And it’s more than just a makeover—we’ve added new features to make managing people, permissions, and numbers easier, too.
Voice Intelligence | Control your real-time and post-call transcriptions separately.
September 2019
New Global Voice Page! It highlights our ability to support global customers and includes details on our split-cloud architecture!
New Cloud PBX Glossary Page | Confused on what Cloud PBX is? Check out this page on our site!
Departments & Call Centers | Send notifications for voicemails and faxes to additional email addresses.
Welcome UberConference Video & Voice Intelligence!
August 2019
Voice Intelligence and Coaching groups | Admins now have the ability to enable or disable Vi for their Coaching Groups!
July 2019
Introducing Dialpad's Integration with HubSpot!
Group Conversation Search! We've updated the search to allow users to search for their renamed group conversations by the new name, not just the people in the group.
Search, Click, Click! We've updated the design of the current default search view, and also offer tabbed search results that let users essentially filter by result type and see more results of just a specific result type.
Two new languages are now available! Chinese and Portuguese have been added to our default languages list.
June 2019
Chrome Extension users can now select the app they wish calls to be placed through in the Chrome Extension Settings
User-level SPAM blocking settings: Allows users mark contacts as SPAM so that future communications get routed to a separate SPAM folder
Zendesk Integration: Handle multiple calls in the CTI!
Need to remember to read your messages later? Now you have the ability to mark them as UNREAD!
May 2019
Introducing Dialpad Sell! Make every Sales call a closing call!
Call Center | Set up call waiting for your agents in your Call Center's advanced settings!
Call Center | A new Routing Option called Random is now available.
April 2019
Your analytics platform now has a new look and feel that makes tracking, analyzing, and acting on data a snap
Check out What's New with Dialpad without leaving your app!
Holiday Hour & Custom Holiday Routing
Need to switch up your call routing for a team offsite or observed holiday? Now you can with holiday hour routing (or make your own holiday with custom routing).
Office 365 Calendar Presence
If you've connected your Office 365 calendar with Dialpad (and made it public to your own organization), we'll now change your presence icon for when you're in a meeting just like we do with G Suite.
March 2019
Call Center | Custom Off Duty Statuses
Get more insight into why your agents are off duty with custom statuses!
Voice Intelligence Call Summary
Find key coachable moments for your team using Voice Intelligence's new Call Summary!
Voice Intelligence Everywhere
Now integrated with our Dialpad Everywhere, see your live transcriptions anywhere on your screen.
February 2019
Polycom x50 Series
When your workforce calls for desk phones, Dialpad has you covered. Dialpad is an official reseller of Polycom VVX x50 series devices.
Voice Intelligence Custom Dictionary
Add keywords to Voice Intelligence’s dictionary to ensure that those words are transcribed correctly.
Analytics | Call Center and Departments
Admins can now see the # of Place (outbound) and Received (inbound) calls for their operators/agents for each Call Center or Department.
January 2019
Call Center | Supervisor view of all Call Centers
Supervisors now have the visibility to view their team's active calls across all call centers.
Dialpad Analytics
Pro and Enterprise customers can now choose our custom date picker and filter their data for up to the last three years!
Dialpad Call Center Analytics
Check out your Agent's "Speed to Answer" in the Leaderboard section of your Call Center analytics.
Dialpad Desktop Apps
Improved flow for updating your Dialpad Apps, making it easier to stay up to date!
App Release Notes 🎉
December 2018
Dialpad Talk | Department Hold Queues
Route your calls to a hold queue when all available operators are busy on other calls.
Dialpad Support | In-Queue Callback
Allow your callers to press a button to request a return phone call instead of waiting in a queue.
Introducing Dialpad Support for Call Centers!
With Dialpad Support, learn from your customer calls and deliver one of a kind service with an AI-powered call center platform.
Dialpad Analytics
Now choose our custom date picker to filter the data in your analytics page!
Novemeber 2018
Introducing Web Call History!
Gain access to the full catalog of conversations happening across your organization, with the opportunity to uncover valuable insights on product feedback, pricing, and more.
Voice Intelligence | Search for keywords within the transcript
Search for a keyword or phrase within a single transcript, and then jump directly to that section of the transcript!
Salesforce Logging
Automatic call recordings for departments and call centers are now logged to Salesforce
CallerID preferences on iOS
Select a secondary Dialpad number as your outbound caller ID.
New Web Navigation
We updated the horizon navigation bar to the left sidebar to keep your job more intuitive, be more organized, and better scaling!
Call Center Live Calls
See the number of live calls in your Call Center dashboard.
App Release Notes 🎉
October 2018
Call Center Custom Call Recording
Pick and choose by area code which outbound calls get automatically recorded.
Voice Intelligence Halloween Emoji
Say "Halloween" on any calls and the emoji will be presented in your transcription.
Business Hours & Call Handling
Now, when updating your business hours and call handling preferences for office mainlines, departments and call centers click on Details to reveal the side drawer on the right-hand side.
Real-Time Recommendations Analitycs
See data on the overall volume of recommendations triggered.
Call Center support on Android.
This includes the duty toggle for agents, as well as call monitoring capabilities for supervisors.
CallerID preferences on Android
Select your preferred caller ID for each contact.
Contact Support
A new and improved intake form to let our Support team know the details of your issue and assist you faster! Simply navigate to our Help Center > Contact Us. Learn More.
Incoming Call Notifications
More information is now visible on incoming call notifications, including transfer paths and label for which phone number someone called in the event your Call Center, Department, or Main Line has more than one number.
Department Greeting
Play a greeting for your callers before fanning out to operators.
App Release Notes 🎉
September 2018
Search Call History/Transcripts
Get insight into how many times keywords are said on your calls by searching for them across your transcripts.
Add a label for each new Main Line, Department, or Call Center number
You can now label your department or call center numbers to avoid confusion!
App Release Notes 🎉
August 2018
On/Off Duty Push Notification
Along with the pop up notifying an agent that they missed a call and were switched to off duty, a push notification will now appear for an agent to choose to stay off duty or go back on duty.
Forwarding for Transcriptions
Need to forward a piece of your transcription to someone? No problem! We have added the option to forward feed items from your post-call summary transcriptions.
Slack + Dialpad
Get your apps talking. With Dialpad and Slack, your team can ditch app toggling and use one, central platform for their business communications.
App Release Notes 🎉
July 2018
International SMS now available for US or Canada users!
SMS messaging from US and Canadian Dialpad numbers to international mobile numbers is now supported. Like international dialing, users will be charged by calling credits and can monitor their usage in the admin page.
Allow Agents to Pause/Start Recordings (Call Center)
Agents will no longer be able to make personal recordings for call center calls. Admins can give agents the ability to stop/start the recording.
Hold queue's for your personal calls and room phones
We now have the ability to enable hold queue for personal call and room phone in settings. The caller will now hear an IVR and put on the caller in a hold queue. Once a person or room phone is available the caller will get connected.
Automatic call recording? Now you can customize the greeting
If you've turned on automatic recording on your shared lines (Main Line, Departments, Call Centers), we now give you the option to record or upload your own custom call recording message.
Choose which direction you record calls (Call Center)
Call Center Admins can now choose between automatically logging inbound or outbound calls (or both).
App Release Notes 🎉
Awesome