External Meetings

One of the great things about Dialpad Meetings is that anyone can join without creating a Dialpad Meetings account. This means when you host a meeting with clients, you can benefit from Dialpad’s live-call monitoring features. Admins and sales teams can use Dialpad’s robust analytics to easily see how many external meetings their teams are having with clients, and compare how much time is spent in internal meetings. 

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.

What is an External Meeting?

An external meeting is a Dialpad Meeting that contains participants from outside your organization. 

When someone outside your organization joins the meeting, you’ll see the tag "Outside your company" under their name. 

Benefits of External Meetings 

External Meetings appear in a Contact Center or Coaching Team’s in-app Live Calls tab. 

This means that Supervisors, Admins, and Coaches can use Dialpad’s Call Monitoring features to view live-call transcripts and even Barge into the meeting to speak with clients directly.

Not only that, Agents can easily understand their performance by viewing how much time they spend in client meetings.

Note

Participants will not be notified when an Admin or Supervisor joins the call.

How to use External Meetings

No need to click any buttons or fuss around with settings — your meeting will automatically be set as an External Meeting when someone from outside of your organization joins. 

Meeting hosts will see a notification stating the meeting has been marked as external.

During a meeting, easily identify external users by the company label beneath each user’s name in the Participants Panel. 

Internal chat for external meetings

You can message internal meeting participants directly in the same meeting chat. This chat isn’t visible to external meeting members.

Change a meeting from external to internal

Meeting type classification can be done during a live meeting or after it ends. 

Change meeting type during a meeting

To change the meeting type during a live meeting:

1. Select Host controls 

2. Select Mark as internal
   

Change meeting type after a meeting

To change the meeting type after the meeting ended, select Revert to internal in the post-meeting view, or from your Meeting History.

Note

 While meeting types can be changed after the meeting ends, the change does not currently update in your analytics.

External meetings analytics 

Dive into the details of how often your team meets with external users, and use our leaderboard to identify performance trends. 

You can easily spot external meetings using the Internal and External filter in your Call History.

External meeting analytics can be accessed from the Contact Center or Coaching Team’s Analytics, or from the individual Agent’s Dialpad Meetings analytics. 

Frequently asked questions

What if someone in my organization joins, but is in Guest Mode?

If someone from your organization joins your meeting via Guest mode, they will be noted as an external participant, and the meeting will be categorized as external. However, you can always change it back to an Internal Meeting during the meeting or after. 

I changed my meeting type, but why didn’t it update in my analytics?

Analytics data is reflected based on the value set during the meeting, so any changes made after the meeting ends do not update in your analytics. We are working on this, stay tuned for updates!