With Dialpad by your side, productivity can strike from anywhere. Take a look at the biggest updates and new features hitting your platform.
May 2019
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.
Q1 - 2019
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!
VoiceAI Call Summary
Find key coachable moments for your team using VoiceAI's new Call Summary!
VoiceAi 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.
VoiceAI Custom Dictionary
Add keywords to VoiceAI’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.
Q4 2018
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!
November 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.
VoiceAI | 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.
VoiceAI 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 🎉
Q3 2018
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 🎉
Q2 2018
June 2018
Real-time voicemail transcription
Powered by VoiceAI, your voicemails are now transcribed in real-time.
Route to Operators in new ways
We've added new routing options for your Main Line and Departments, including Fixed Order, Round Robin, and Longest Idle.
Get a quick refresh in your app
We've added a refresh button to the top of your app so you can refresh it at any time to ensure you are always up to date!
Stop spam callers in their tracks
Anonymous spam calls are more than annoying, they're disruptive to the flow of your workday. With our new call blocking improvement, block one anonymous caller and we'll automatically block all anonymous calls moving forward.
Keep an 👀 on wrap up in Zendesk
We now expose your post-wrap-up time bar in your Zendesk widget with the ability to dismiss early and hop back on call.
App Release Notes 🎉
May 2018
Plug in with Dialpad APIs
Manage users, test in a sandbox, and log calls in real-time with Dialpad's APIs. Dialpad offers enterprises an easy way to generate and store their API keys right from their Admin portal.
Protecting your data from anywhere
With GDPR now officially here, we've added the ability for Admins to review and accept our Data Protection & Processing Addendum. We've also added fields for you to add your EU Representative and Data Protection Officer.
Send it along with voicemail forwarding
Need to share a voicemail with a team member or even someone outside your organization? Now you can. Just navigate over to Inbox > Voicemails and select Forward from your drop-down menu to enter in your recipient's name and personalized message.
Share VoiceAI post-call summary and transcripts
We've added the ability for you to share your post-call summary and transcripts via a shared link. Check your latest post call summary for the link.
Make smarter calls with VoiceAI
With VoiceAI by your side, your team can capture real-time, actionable insights with features like live transcriptions, audio snippets, and sentiment analysis.
Toggle between additional numbers
If you or your contact have more than one number listed, you can now toggle between which number you call to and call from.
App Release Notes 🎉
April 2018
Productivity, top of mind
Why play hide and seek with your apps? Introducing Dialpad Everywhere, the intuitive mini app that follows your workflows—no matter what program, site, or tab you use to get work done.
Need to add another number to your users? Now you can (or two or three)
Admins can now add additional numbers to their users right from the web portal. You'll find this option from your Team page drop-down.
Up the anteport up to 500 local numbers into Dialpad
We've increased the local port size from 100 numbers to 500 numbers. Talk about big moves.
Bringing a number into Dialpad? Pick the time + date
Gain more control of when your numbers port into Dialpad—Admins can now select the exact day and time for their local number porting requests.
Get better insights into Call Center alerts
Not only can you keep track of alerts for the day by enabling notifications or checking your dashboard, but now you can navigate to your analytics and see totals for all alerts on a specific Call Center.
App Release Notes 🎉
Awesome
Sorry to hear...