iOS Best Practices

Dialpad’s cloud phone system works in real-time across all your devices to ensure you’re connected for voice, video, and messaging.

Here are five best practices to help you get the most out of the iOS app.

iOS basics

Dialpad's iOS app is very similar to the desktop app that you know and love.

Your first view is your Recent conversations which include:

• Recent calls (includes placed, received, and missed)

• Recent messages (includes faxes)

You’ll also see icons for your Inbox, Contacts, and Departments (if you’ve been assigned as an Operator). If you have unread notifications, you’ll see the badge count appear on your Recent or Department icon.

Lastly, select your profile photo to pull up your iOS profile and settings options, including:

• Do Not Disturb

• Custom Status

• Outbound ID

• Notification settings

• HD calling settings

Managing contacts 

When you receive a call or message from a new contact, the iOS app prompts you to:

• Add the number as a new contact

• Add the number to an existing contact

• Mark the number as spam/block the number

For new or recently edited contacts, Dialpad automatically syncs across your devices so the next time you search for that name, you’ll have the contact (and any connected integrations) right where you need it.

Favorite contacts

You can create favorite contacts for those you communicate with the most, allowing you to find their conversions more easily.

To create a favorite contact:

1. Select the contact to view the conversation thread

2. Select View Profile

3. On their profile page, select the star

4. Select Done

Favorited contacts appear at the top of your Recent list.

For spam and call blocking, you have the option to:

• Block and allow voicemails

• Mark as spam

• Block all communications

Check your voicemails 

Just like your desktop app, voicemails are stored in your Inbox.

Select a voicemail to display options that include:

• Play audio

• Reply

• Call back

• Delete

And if you’re on the PRO or ENT Dialpad Connect plan, you’ll automatically see your voicemail transcription right below the audio playback options.

Adjust your caller ID

Dialpad gives you options to adjust both your inbound caller ID as well as your outbound. Let’s take a quick look at both.

Inbound Caller ID

Before following these steps, make sure you’re logged into your Dialpad account.

1. On your Profile, select Your Devices

2. Select Advanced Options

3. In the menu, select how you want inbound calls to appear on your device

4. Select Save Changes

Outbound Caller ID

1. On the iOS app, select New Call from the + menu or long-press the phone icon wherever it displays

2. Select the drop-down arrow next to your name to display all caller ID options

Setting your caller ID here will only apply to that specific call. To change your caller ID globally (meaning for all calls), navigate to your iOS profile and then Outbound Caller ID.

Keep in mind that this will apply to all of your Dialpad calls, even if you place them on another device (ex: laptop or desk phone).

Your iOS settings

Just like your desktop app, you can control how notifications appear on your iOS device.

Find these options under your iOS profile > Receive Notifications For.

HD vs. carrier calling

If you're using a company-issued device, check with your admin about whether they’d prefer you use HD or carrier calling.

The iOS app allows you to choose how you’d like outbound calls placed — either through HD calling or through your carrier.

A carrier call is a call placed through your native carrier (i.e. AT&T, Verizon, etc.). While the call is technically being “handled” through your carrier, your Dialpad Connect ID will still be used for outbound calls.

You’ll see the option to set HD vs. carrier calling for:

• Received calls

• Placed calls

• Choose before each call (outbound only)

Regardless of what option you select, your Dialpad Connect account will automatically log your call activity so you can go back to it anytime you need.

For more information about HD calling and carrier calling, see Mobile Calling Overview.

Microsoft Entra and Intune login troubleshooting

If you’re having trouble signing in to Dialpad with Microsoft Entra ID or Intune, try the following troubleshooting steps.

Check who is affected

Check whether the issue affects:

• Only one user.
• A specific group of users.
• Everyone in your organization.
• Users on a specific platform, such as desktop, iOS, or Android.

Check for recent changes

Think about when the issue started. Check whether any Microsoft Entra, Intune, Conditional Access, or Dialpad settings changed around that time.

Check your Intune policies

If your organization uses Intune Application Protection Policies, make sure Dialpad’s mobile apps are allowed.

Check Microsoft Entra permissions

In the Microsoft Entra admin center, confirm that affected users are assigned to the Dialpad application and have the required permissions.

Check Conditional Access policies

Review your Conditional Access policies to make sure they aren’t blocking the affected users, devices, or sign-in methods.

Try signing in from a mobile browser

If the issue occurs on a mobile device, open a browser on the device and go to dialpad.com/app.

• If you can sign in from the browser, the issue may be related to the Dialpad mobile app or a mobile device policy.
• If you can’t sign in from the browser, review your Microsoft Entra, Intune, and Conditional Access settings.

Update the Dialpad app

On mobile, make sure you’re using the latest version of the Dialpad app. Update the app through the App Store or Google Play.

Reset Microsoft Authenticator on iOS

If the issue only affects iOS devices and your organization uses Microsoft Authenticator, the app may have cached older policies.

To clear the cached accounts:

1. Open Microsoft Authenticator
2. Select the menu icon
3. Select Help
4. Select Reset your accounts
5. Sign in again when prompted

Resetting your accounts clears locally cached tokens. You’ll need to sign in again, but your passkeys are preserved.

Check Microsoft Entra role assignments

Microsoft SSO can fail if a user has too many Microsoft Entra built-in roles. Each role adds information to the authentication token, which can make the authentication request too large.

To restore access, ask your Microsoft Entra administrator to reduce the user’s built-in role assignments to 24 or fewer.

Contact Dialpad Support

If you still can’t sign in, collect the following information before contacting Dialpad Support:

• The affected user’s IP address.
• The exact date and time of each failed sign-in attempt.
• The affected platform and device type.
• Whether the issue affects one user, a group, or everyone.
• Any recent Microsoft Entra, Intune, Conditional Access, or Dialpad setting changes.

This information helps us investigate the sign-in attempt.