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 December 9, 2025.
New
Status mapping for accurate adherence
Map every Dialpad status to WFM break and activity codes to better understand agent activity. Quickly see why agents are in or out of adherence, including during non-queue tasks such as projects, admin work, and training.
Create adherence exceptions
Create exceptions from an agent’s timeline to capture permitted unscheduled work and count it as in adherence, even if the agent changes queues or statuses.
Centralized cards for shared files
Profiles now bring every shared image, video, and link into one easy-to-browse card. With search, sorting, and quick actions, your team can stay organized and keep things moving across all chats.
PII audio redaction
PII redaction is now available for audio recordings.
EAP feature
This feature is currently in an Early Adopter Program. Please reach out to your Customer Success Manager for more information.
Granular notifications for shared lines
Shared line alerts are now customizable. Select the lines you want notifications from and update your preferences anytime.
EAP feature
This feature is currently in an Early Adopter Program. Please reach out to your Customer Success Manager for more information.
Improvements
Improvement on HubSpot call logging
We’ve improved HubSpot call logging with optional notes and subjects, smoother inbound contact creation, and new custom fields for AI insights and message data. Plus, calls with no matched contact now still log for better visibility.
View call transcripts in Zendesk
Make tickets more complete. If AI is turned on, voicemail and call transcripts are added to Zendesk as voice comments, so agents see everything in one spot.
Critical bug fixes
Agent screen recording bug
Some users reported that they were unable to view screen recordings. This has been fixed!
Number export bug
A few users reported that exports of company phone numbers were not including all numbers. We’ve fixed this.
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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