Dialpad + Kustomer

Kustomer provides agents with a single place to focus and, more importantly, assist customers as they reach out to your business.

With a holistic view of all customer activities from purchasing to emails and everything in between, Kustomer users have everything they need to engage in meaningful conversations from a single screen rather than jumping around multiple windows or tools. 

With this integration in Dialpad, agents can continue offering personalized support at scale by adding a reliable, HD-quality business communications platform that keeps them fully within the Kustomer platform.

Let's take a look at the Kustomer integration in Dialpad.

Dialpad + Kustomer: How It Works

After adding the Dialpad integration from the Kustomer marketplace, agents will see inbound call notifications on their screens and can answer calls directly from within Kustomer.

If a customer’s number matches what's in the Kustomer platform, agents will automatically see existing interactions on their screen, giving them the full picture of their customer’s activity at the time of the call. 

Calls are powered through the Dialpad Everywhere widget, which includes functionality like: 

• Call controls (mute, record, transfer, hang up) 
• Integration quick links (CRM, email, events) 
• Live call transcription (Dialpad Ai)
• Agent recommendation cards for FAQs (Dialpad Ai)

Using Dialpad in Kustomer

Once connected, if you have the Dialpad Chrome Extension installed, you can also click to call directly from Kustomer.

Calls are powered through the Dialpad Everywhere widget, which includes functionality like: 

• Call controls (mute, record, transfer, hang up) 
• Integration quick links (CRM, email, events) 
• Live call transcription (Dialpad Ai)
• Agent recommendation cards for FAQs (Dialpad Ai) 

Frequently asked questions

What functionality is supported with Dialpad + Kustomer?

The Dialpad integration allows Kustomer agents to click-to-call directly from within the Kustomer platform. Call details are automatically logged, including duration, timestamp, and audio recording. Additionally, through the Dialpad Everywhere widget, agents have access to live transcriptions, call controls, and recommendation cards.

Dialpad's integration with Kustomer also supports SMS logging.

Does the Dialpad + Kustomer integration include call logging?

Yes! Every call initiated or received on your Dialpad line will be logged in Kustomer as long as your admin has enabled the integration. In addition to call activity, voicemails and call recordings will also be logged to your customer’s activity history.

Why don't I see my recordings logged?

For your recordings to be logged, you will need to add an API key with the Recording Exports Scope. You can access API keys by following the instructions here, then clicking the Additional scopes dropdown, selecting Recording export, and hitting Save.

Which plan types are required for this integration?

To connect both platforms, customers will need to be on the Kustomer Enterprise plan and the Dialpad or Enterprise plan.