Dialpad + Copper CRM

Never miss an opportunity with Dialpad's seamless integration with Copper CRM, providing high-level visibility into your pipelines.

The Dialpad Copper Integration allows you to connect with your Copper CRM to:

• Create Leads/People

• Match contacts

• Log calls, recordings, and transcripts

• Easily review calls with quick access to Dialpad's Custom Moments, RTAs, and transcripts

• Use Dialpad’s click-to-call browser extensions to call numbers from within Copper

Let's take a look at how this integration works. 

Copper API key

To configure Copper to your Dialpad account, first, you must generate your API key from your Copper CRM Account.

1. Navigate to your Copper CRM Settings

2. Navigate to Integration

3. Navigate to API Keys

4. Select Generate API Key

Note

You must be a Copper Admin to generate an API key. If you want to control the API keys that users can create, one easy solution is to temporarily make the user admin, thereby allowing them to create an API key, and then removing Admin access. 

Alternatively, provide this link to the users and replace the XXXXXX with your Company ID. By accessing this URL, users can create an API key. Remember, you'll need to log in to access this URL and the API key will only be generated for the email id specified. 

Enable Copper CRM for the company

Copper must be enabled for the entire company before it can be used by offices, departments or contact centers.

To do this, head to your Dialpad Admin Portal. 

1. Select Company Settings

2. Navigate to Integrations 

3. Navigate to Copper

4. Select Options

5. Select Manage Settings

6. Select Enable this feature 

7. Navigate to Settings

8. Enter your Your Company URL

9. Select your Leads/People preference

10. Select Save

Configure Copper call logging for the company

Company admins can configure company-wide settings for this integration.

Head to your Dialpad Admin Portal: 

1. Select Company Settings

2. Navigate to Integrations 

3. Navigate to Copper

4. Select Options

5. Select Manage Settings

6. Check the desired call logging preferences

7. Select Save

   

Configure Copper for an individual office

Office admins can configure Copper CRM to inherit the company-wide settings or to use their own unique settings.

To customize the individual office level, settings apply to departments, contact centers, and groups, go to your Dialpad Admin Settings. 

1. Navigate to Office Settings

2. Select Integrations 

3. Select Options

4. Select Manage Settings 

5. Select Customize for this Office

6. Select your call logging and lead preferences 

7. Select Save

Call logging preferences

Select what to call activities to log into Copper:

• Calls - When enabled, a call activity is automatically created for each call.

• Recordings - When enabled, a link to the user's call recording is posted to the Copper activity.

• Transcripts - When enabled, a link to the call's Ai transcript is posted to the Copper activity.

Leads and people creation settings

Decide which object to create in case no match is found:

• Leads

• People

You can then log the call to the newly created object.

Set up Copper as an agent

Once Copper has been enabled for your company, it's time to configure Copper as an agent. 

This configuration is a one-time setup and can be done during an active call, or when viewing a contact. 

1. On the sidebar of your call, or when viewing your contact, scroll through the integration list until you see Copper. 

2. Click Connect Copper CRM

   
   

   

3. Click Proceed in the pop-up window that appears

   
   

   

4. Enter your API key and email address

5. Select Save

   
   

   

Logging a call

Calls can be logged to Copper leads or Copper people and can be logged as a new object, or logged to an existing object.

• Creating a new object

When you receive an incoming call that has no contact match, it's time to create a new object (either a person or lead).

1. Select Create Lead 

2. Enter the contact name, subject, and call description

3. Select Save

That's it, it's that easy! The lead is now created within Copper and the call is logged.

• Logging a call to an existing object

When you receive a call from a known contact (via a contact search in Dialpad and Copper), all you need to do is add a subject and description – the contact details will auto-populate based on your records. 

1. Enter the subject and description

2. Select Log Call

Your call will now appear in your Copper call logs (and will be listed in Dialpad, too), with links to the call summary and recordings.

Multiple contact matches

In the event that you receive a call and find that you have multiple contact matches, our Copper integration allows you to select the correct one. 

1. Select the correct contact

   
   

   

2. Select Connect

Your call will now be logged with the correct contact.

Note

Copper does not support 'Shared User' environments — a 'Named Copper User' is required to match each Dialpad User for any integration between platforms. Copper doesn't support a "Shared User" environment.

Customers can choose between Lead or People for Contact Matching and Call Logging to existing contacts.

Call review and history

Call details are stored not only inside Copper but also in Dialpad, giving you access to our amazing Ai features. 

The following records are noted within Copper:

• Call ID

• Type

• Number from

• Duration

• Link to transcript

• Subject of the agent notes

• Agent notes

Select the call link to instantly access the following Dialpad features:

• Call recording

• Dialpad comments

• Dialpad transcript

• QA scorecards

Frequently asked questions

What does 'wrong match' do?

If there are multiple contacts with the same name or number, we list all records so that you can associate the correct lead/contact.

Will they be able to search people or lead from the search bar?

Currently, we are not supporting search functionality. 

Can I create an object when the call is not active?

No, the call has to be active in order to create an object.

I received app_call_event not found error!

Sometimes, even if there is a lead created, Copper will display 0 matches found and throw an "App_call_event not found" or "unknown error" occurred. If that happens, please contact Customer Care.

Are SMS or screenpop supported?

Not at this time, but stay tuned!

What are the accepted number formats?

Dialpad stores numbers in +E164 format and may fail to discover a match if Copper leads or people are created in a different format.

Can I log missed calls as people or leads?

Missed call logging is not supported.

Why does Copper keep showing me log notes?

Notes taken during your call will be concatenated and saved as one log note. 

If you do not wish to log the call, simply Cancel it.

What should I do if I find duplicates in the CRM system?

There are several scenarios where the system will create a duplicate person, company, or lead record. Easily consolidate duplicate records by merging them within Copper.

Note

Merging multiple records is final and cannot be undone.

What happens if I didn't create a Dialpad contact, but want to create an object?

There is no requirement to create a Dialpad contact to match the contact in Copper. We use the phone number to search Copper. 

What should I do if the sidebar widget is stuck in a loading state? 

If the sidebar is stuck in a loading state, try disabling the following flag in Chrome: chrome://flags/#third-party-storage-partitioning.
Enter this in your browser address bar, then reconnect.

If the issue continues, or if you aren't using Chrome, please contact Customer Care.