Fax Management

Dialpad simplifies fax management for a streamlined experience. Agents and Supervisors can assign faxes to themselves or others in their group, while Supervisors and Admins can delegate faxes to specific users, or in bulk.

Additionally, resolution notes can be added for tracking and ensuring accountability.

Let’s dive into the details.

Who can use this
You need a fax license. Once you have a license, you (or the Admin) can add fax lines to shared lines or individual team members.
Faxing is not available on our mobile app — you'll need to use the Dialpad desktop or web app.

This feature is currently in an Early Adopter Program (EAP) and is available on the Dialpad desktop and web apps.
Contact your Customer Success Manager for more details.

Fax inbox

In your fax inbox, faxes can be filtered by:

Inbound	Faxes received by your Department or Contact Center.
Outbound	Faxes sent by your Department or Contact Center.
All Faxes	All faxes sent and received by your Department or Contact Center.

Faxes can be viewed and managed from the Department/Contact Center inbox by Supervisors and Admins.

Agents and Operators can manage their assigned faxes:

Directly from the Department or Contact Center inbox
From the Conversation History of the contact/number the fax was sent from

Note
By default, faxes are filtered by Inbound Faxes in the inbox to allow Department and Contact Center Supervisors to assign, resolve, and unresolve faxes.

Managing individual faxes

You can manage faxes on a per-case basis as they are received.

Assign a Fax

To ensure faxes are handled by the right person, they can be assigned to Agents, Operators, Supervisors, and Admins in a Department or Contact Center.

To assign a fax, go to the Faxes tab of your Department or Contact Center inbox:

Select a fax and select Assign
From the drop-down menu, choose an assignee

Once the fax has been assigned, the Agent or Operator receives a notification from Dialbot in their inbox saying they’ve been assigned a fax.

Notification about a single fax assignment from the Dialbot.

Agents/Operators can select View Faxes from the Dialbot notification to see a tailored view of the faxes assigned to them.

Unassign a Fax

You can unassign a fax inquiry, if needed.

To unassign a fax, go to the Faxes tab of your Department or Contact Center inbox:

Select a fax and select the assignee’s thumbnail
From the drop-down menu, select Unassign

Once the fax has been reassigned, the Agent or Operator receives a notification from Dialbot in their inbox saying they’ve been removed from the fax.

Notification about removal from a single fax assignment from the Dialbot.

Reassign a Fax

It may be necessary to reassign a fax to another Agent or Operator, such as if the original assignee is sick or is not the correct person to resolve the issue.

To reassign a fax, go to the Faxes tab of your Department or Contact Center inbox:

Select a fax and select the assignee’s thumbnail
From the drop-down menu, select the new assignee

Once the fax has been reassigned, the Agent or Operator receives a notification from Dialbot in their inbox that they have been removed from the fax. The newly assigned Agent or Operator receives a notification from Dialbot saying they’ve been assigned a fax.

Resolve a Fax

When a fax inquiry is complete, the status can be switched to Resolved. When a fax is resolved, resolution notes can be added to describe the outcome. For more details, see Fax Resolution Notes.

To resolve a fax, go to the Faxes tab of your Department or Contact Center inbox:

Select a fax and select Resolve
Enter in Resolution Notes and select Resolve

Unresolve a Fax

If additional follow up is needed on a fax or it needs to be unresolved and reassigned with further action, agents and supervisors can unresolve a fax.

To unresolve a fax, go to the Faxes tab of your Department or Contact Center inbox:

Select a fax and select Resolve
Enter in Resolution Notes and select Unresolve
The status of the fax switches to Unresolved.

Managing bulk faxes

You can easily manage a large volume of faxes using our bulk fax actions to assign and resolve faxes for your Departments and Contact Centers.

The following fax actions are available to use in bulk:

Assign/Unassign
Resolve/Unresolve
Delete

Note
Faxes filtered by Inbound view can use all bulk actions. Any faxes filtered by Outbound or All Faxes views can only bulk delete faxes.

Who can assign bulk actions

Bulk actions can be assigned by these individuals for Departments and Contact Centers:

Supervisors/Admins

Supervisors/Admins can:

Assign faxes to an agent
Reassign faxes to another agent or themselves if a fax already has an assignee
Resolve faxes even when the fax is assigned to another agent/supervisor
Unresolve faxes even if another Agent/Supervisor has resolved the fax
Delete faxes

Agents/Operators

Agents/Operators can:

Reassign faxes to other users
Bulk resolve or unresolve faxes that were assigned and resolved by them

Note
Agents/Operators can’t resolve or unresolve faxes assigned to other users.

Bulk assign faxes

To bulk assign faxes, go to the Faxes tab of your Department or Contact Center inbox:

Select the faxes you want to assign and select the Assign icon
From the drop-down menu, choose an assignee

Once the faxes have been assigned, the Agent or Operator receives a notification from Dialbot in their inbox saying they’ve been assigned multiple faxes.

Notification about being assigned multiple faxes from the Dialbot.

Agents/Operators can select View Faxes from the Dialbot notification to see a tailored view of the faxes assigned to them.

Bulk unassign faxes

To bulk unassign faxes, go to the Faxes tab of your Department or Contact Center inbox:

Select the faxes you want to unassign and select the Unassign icon
From the confirmation window, select Unassign All

Once the faxes have been unassigned, the Agent or Operator receives a notification from Dialbot in their inbox saying they’ve been removed from the faxes.

Notification about removal from multiple fax assignments from the Dialbot.

Bulk reassign faxes

To bulk reassign faxes, go to the Faxes tab of your Department or Contact Center inbox:

Select the faxes you want to reassign and select the Assign icon
From the drop-down menu, select the new assignee for those faxes
From the confirmation window, select Reassign Faxes

Once the faxes have been reassigned, the Agent or Operator receives a notification from Dialbot in their inbox saying they’ve been removed from the faxes.

Notification about removal from multiple fax assignments from the Dialbot.

The newly reassigned Agent or Operator receives a notification from Dialbot saying they’re assigned new faxes.

Notification about being assigned multiple faxes from the Dialbot.

Bulk resolve faxes

To bulk resolve faxes, go to the Faxes tab of your Department or Contact Center inbox:

Select the faxes you want to resolve and select the Resolve icon
Enter in Resolution Notes for the faxes being resolved and select Resolve All

When faxes are resolved, Agents, Operators, and Supervisors are notified by Dialbot that the assigned faxes are complete.

Notification confirming completion of bulk action on multiple faxes from the Dialbot.

Bulk unresolve faxes

To bulk unresolve faxes, go to the Faxes tab of your Department or Contact Center inbox:

Select the faxes you want to unresolve and select the Unresolve icon
Enter in Resolution Notes for why the faxes are being switched to Unresolved and select Unresolve All
The status of these faxes switches to Unresolved.

Once the faxes are switched to Unresolved, Dialbot sends a notification saying that the faxes have been marked as Unresolved.

Notification confirming completion of bulk action on multiple faxes from the Dialbot.

Deleting faxes

You can delete faxes from your inbox, if needed.

To delete faxes, go to the Faxes tab of your Department or Contact Center inbox:

Select the faxes you want to delete and select the Delete icon
From the confirmation window, select Delete All

Once the faxes are deleted, Dialbot sends a notification saying that the faxes have been deleted.

Notification confirming removal of faxes has successfully completed.

Fax History

You can view History logs of faxes, including who was assigned to the fax, if it was reassigned, and notes showing if/when the fax was resolved or unresolved.

To view a fax history, go to the Faxes tab of your Department or Contact Center inbox:

Select a fax
Select Options > History

Fax Resolution Notes

Department and Contact Center admins can require that Fax Resolution Notes be added once a fax is resolved, allowing Agents and Operators to add notes about the resolution for review.

Fax Resolution Notes are displayed under the fax line item once a fax is resolved.

Note
Fax Resolution Notes are enabled by default for Contact Centers.
Fax Resolution Notes are disabled by default for Departments.

To turn on Fax Resolution Notes for Departments:

Navigate to Admin Settings > Departments and select a department
Go to Advanced Settings and select Require operators to add fax resolution notes for departments

To turn off Fax Resolution Notes for Contact Centers:

Navigate to Admin Settings > Contact Centers and select a contact center
Go to Advanced Settings and unselect Require agents to add Fax Resolution Notes

Frequently asked questions

How can I share my feedback?

A huge part of the Early Adopter process is getting your feedback on what’s working and what needs more attention before we publicly launch the feature.

To provide feedback, please reach out to our Customer Care team or your Customer Success Manager.

Please note that we may use your responses in marketing promotions for the product launch (don’t worry, we will ask for approval before doing so).