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Digital Engagement Channel Setup

Engage customers on every channel and continuously up-level your customer experience by adding emerging channels as they come online. Updating your channel selection is easy with Dialpad Digital Experience because we know your business needs are continuously evolving.

Let's dive into the details below. 

Who can use this feature?

Contact Center Admins can manage all things pertaining to the Digital Experience product via the Digital Experience Admin Portal.  

Digital Experience Admin Portal

To update your channels, first, you need to go to your Digital Experience Admin Portal.

Getting there is easy:

  1. Open up the Admin settings at
  2. Click the Call Centers tab and select your desired Digital Experience center
  3. Scroll down to the Advanced Settings section, and click the purple Configure Digital Engagement button


That's it! From there, you'll be taken to the Digital Experience Admin Dashboard where you can modify and manage all things Digital Experience. 




The Channels page displays your channels and their selected experiences. These channels allow you to receive contacts from different platforms such as SMS, WhatsApp, and Twitter.  You can also check each channel's status, and delete them, if needed. 

By navigating to Admin > Channels tab you'll be taken to a page that lists out all the channels that Dialpad Experience works with. 


We currently integrate with the following channels:

  • Facebook Messanger
  • Facebook
  • Instagram
  • Twitter
  • SMS
  • WhatsApp

Be sure to read this Help Center article to learn more about our supported Digital Experience channels and what you can do with each one. 


Enable a channel

To authorize Digital Experience access to a new channel, first you need to make sure you have the correct log-in information for the platform. 

Some channels have a prerequisite that the business will have login access to authorize the Dialpad app for their social/messaging site. 

In other instances they may need to provide keys, tokens, or credentials to complete the linkage. (the steps will ask for the appropriate information)

From there, click the "Add" button, located in the upper right corner of the page, and a step-by-step walk-through will launch, guiding you through the set up process. 




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