Dialpad's desktop app and web portal are designed to live at the center of your business communications, and we're always rolling out product updates containing new features, improvements and bug fixes.
Be sure to update your desktop app, or visit Dialpad's web portal to take advantage of our latest improvements.
Let's take a look at what's new from our most recent release on August 18, 2025.
New
New roles for Role Based Access Control
We’ve added two new RBAC roles: User Manager for managing users, numbers, and devices, and Conversation Design Manager for configuring IVR, Ai Assistants, RTA, and Custom Moments.
EAP Feature
This feature is currently in an Early Adopter Program. Please reach out to your Customer Success Manager for more information.
Agent login and logout
Agents can now log in and out of their contact center with a single click. This helps everyone see who’s online, staff more accurately, and avoid messy handoffs.
EAP feature
This feature is currently in an Early Adopter Program. Please reach out to your Customer Success Manager for more information.
Reader-friendly transcript
Reader-friendly transcript improves transcript clarity through automated removal of filler words. This is an on-demand capability and does not alter the original transcript.
EAP feature
This feature is currently in an Early Adopter Program. Please reach out to your Customer Success Manager for more information.
Ai CSAT explanations
Ai CSAT Explanations make scores clearer and more transparent, helping supervisors quickly spot the areas with the biggest impact.
Language support for Company Dictionary
Assign languages to new keywords in the company dictionary. Existing words will stay global, and a new filter lets you sort words by language.
This release supports English, Spanish, and French.
Auto reply messages for shared lines
SMS auto replies are now available for shared lines (Main line, department, and contact centers), with flexible scheduling options that make it easy to control when and how auto-replies are sent.
New supported language across Dialpad
Switch your Dialpad app, IVR and voicemail to Korean, and try out Korean Dialpad Ai features through our Early Adoption Program.
Bullhorn integration with multi-office support
Dialpad’s Bullhorn integration makes recruiting and client engagement easier than ever, with call logging, notes, contact matching, and multi-account support built right into Dialpad.
Verint integration with real-time adherence
The Dialpad Verint integration lets you create agents, campaigns, and schedules in Verint and sync them with Dialpad in real time. It runs in the background (no sidebar needed) and currently uses SFTP.
Individual call recordings available for admins
Admins can now access individual user call recordings with a quick new setting. It’s simple, flexible, and keeps your team clearly informed about who has access.
Customer context in IVR workflows
IVR-collected customer info now appears in call notification, customer profile, call summaries, and hold queues, giving teams the context to deliver faster, more personal conversations.
Quick personal templates
Personal templates are ready-to-use message shortcuts that help you reply faster. Create, edit, and organize them with tags on desktop, then use them in 1:1, group, or channel chats, even on mobile.
Digital contact center templates
Digital Contact Center templates are smart, searchable canned responses that agents can quickly drop into chats or emails. Admins can set them up office-wide, per digital contact center, or for email and non-email channels.
Change global status across multiple contact centers
Supervisors now have the ability to update global status for agents across the Contact Centers they manage, making workforce coordination smoother.
New FreshDesk integration
With the Dialpad and FreshDesk integration, you’ll get automatic contact matching, new contact creation, and smarter search. You can also log calls, manage tickets and notes, and attach Ai assets, recordings, and voicemails directly to FreshDesk tickets.
EAP feature
This feature is currently in an Early Adopter Program. Please reach out to your Customer Success Manager for more information.
Zoho V2 integration
Zoho V2 now supports call logging to custom modules, account creation in more regions (China, India, Canada), improved contact search and matching, and a refreshed UI.
EAP feature
This feature is currently in an Early Adopter Program. Please reach out to your Customer Success Manager for more information.
Improvements
Improved call greeting
We’ve updated the default call recording greeting for all shared lines (Contact Centers, Mainlines, Departments, and Coaching Teams) to make the message clearer and more informative.
Digital supervisor session history
Supervisors can now filter digital session history by last state or bookmarked status to quickly find and reopen conversations.
Agent productivity leaderboard
The Agent Productivity leaderboard now shows Inbound Answered Calls and Answered Callbacks, and you’ll get a more complete and accurate view of how your agents manage customer interactions.
International callback option
International customers can now request callbacks, as long as international calling is enabled on your plan and you have credits available.
Other improvements
We've also fixed some minor bugs and behind-the-scenes functionality, improving your overall experience with Dialpad.
Happy Dialing!
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