Agents receive calls from Dialpad Dialer while they’re working in a Dialer-enabled Contact Center.
Let's dive into the details.
Who can use this
Refer to our Pricing Page to see if you have access to this feature. If you have any questions about your plan, reach out to your Customer Success Manager or Dialpad Customer Care.
Join a Dialer campaign as an agent
To receive Dialer calls, agents must:
Sign in to Dialpad
Open the relevant Contact Center
Set their status to Available
Dialer will begin sending calls to available agents when:
A campaign is running in that Contact Center, and
Leads are eligible to be dialed (not blocked by DNC, limits, or calling windows).
Pinned audio leg
During an active Dialer campaign, agents may see:
An ongoing call session (pinned audio leg) while they’re in Available.
This call leg stays connected and muted when no lead is on the line.
When Dialer reaches a live lead, it connects that lead to the agent through the pinned leg. The agent will hear a quick tone when they are being connected with a lead.
This design reduces connection time so agents hear the caller as soon as they answer.
Dialer indicators in the UI
While a campaign is active, agents may see:
A Dialer icon or banner in the Contact Center view.
A tag or pill on calls that were created by Dialer.
These indicators help agents distinguish Dialer calls from other outbound or inbound calls.
Screen pop on calls
Screen Pop on Calls automatically opens a configured URL, such as a CRM record, in a new browser tab when a call connects. This gives agents quick access to relevant customer information while handling the call.
Customer Context
When a Powerdialer call connects, agents can see the lead information selected by the campaign admin in the More info section in the skinny bar on the right side of the agent’s Dialpad conversation.
This can include standard lead fields and custom properties from the campaign’s source list.
Note
If a selected property doesn’t have a value for that lead, it won’t appear in the More Info panel.
Handle a Dialer call
From the agent's perspective, Dialer calls look similar to regular calls:
The call appears in the Dialpad interface when a lead answers.
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Agents use normal controls to:
- Mute/unmute
- Hold
- Transfer
- Add participants
After the call, agents complete wrap‑up (see below).
Wrap‑up and dispositions
After each Dialer call, agents are prompted to:
Select a disposition that describes the outcome (for example: Connected – Interested, Left Voicemail, No Answer).
Optionally add notes that help with follow‑up or coaching.
Dispositions and notes feed into:
Campaign analytics
Performance reporting
Follow‑up workflows (if configured)
Update DNC and number validity
From the wrap‑up panel, agents may be able to:
Mark a number as Do Not Call or Do Not Text
Mark a number as invalid (for example: wrong number, disconnected)
These updates help:
Keep future campaigns compliant, and
Prevent wasted attempts on bad numbers.