Send & Receive a Fax

Internet faxes (sometimes referred to as eFaxes) are easy! They don't require any big bulky fax machines, just a simple Dialpad fax license, and phone number.

Let's go over how to send and receive faxes. 

Send a fax

You can send a fax from either a Main Line, Department, and Contact Center or your direct user account. If you want to send a fax from your direct line, have your Admin add a fax line to your user account.

To send a fax:

1. Select the Fax Icon to open a new compose screen
2. Type the recipient's name or phone number
3. Select Upload a file to send
4. Select the file

Once selected, the file will immediately send as a fax

While sending, you'll see the Pending status under the fax icon in your conversation.

Once successfully sent, the confirmation will change to Status: Success with a timestamp.

You can also review faxes that you've sent by navigating to the Faxes tab of your Inbox 

Supported file types

Dialpad permits the following file types to be faxed: 

• .doc and .docx
• .pdf
• .ppsx
• .ppt and .pptx
• .tif
• .jpg and .jpeg
• .png
• .xls and .xlsx
• .txt
• .html
• .gif

Each file (including the cover letter) must be less than 10MB.

Using cover letters

Want to add a cover letter to your fax? No problem! 

Cover letters can be assigned to individual users, as well as shared lines. 

Add a cover letter for a shared line

To add a cover letter to a shared line, head to your Admin Settings. 

1. Select the shared line (Department or Contact Center)
2. Select Upload fax cover sheet
   
3. Select the desired cover letter
   
   

To change the cover letter, simply upload a new file. 

Add a cover letter for an individual line 

To add a cover letter to an individual fax line:

1. Head to Your Settings
2. Select Upload fax cover sheet 
   
3. Select the desired cover letter 

To change the cover letter, simply upload a new file. 

Receive a fax

When someone sends you a fax, you'll receive an incoming message notification.

Select the notification to open the conversation thread and open the fax. 

If you miss the live notification, you'll also see the fax appear in the Unread tab of your Inbox, as well as in the Faxes tab.

Select Download fax to download and open your fax. 

Delete a fax

To delete a fax, select the options menu beside the fax (that's the 3 vertical dots) and select Delete.

Email notifications

Want to receive an email notification when you receive a fax? No problem! 

Shared line fax notifications 

To set up email notifications for shared lines, head to your Admin Settings from Dialpad.com

1. Navigate to Office Settings
2. Select Main line
3. Select Advanced Settings
4. Navigate to Email Address
5. Select Add an Email Address
6. Enter the email address you want to receive notifications
7. Select Add email

Individual user fax notifications 

Your fax notifications use the same settings as your message notifications. To customize these for your individual line, go to your in-app settings and navigate to Customize notifications & Sounds.

Once checked, you'll get an app notification and an email (with a quick download link) every time you receive a fax.

Frequently asked questions

Why does my fax line have a busy tone?

Anyone sending a fax must dial 1 before your number. Otherwise, the fax will return a busy tone and not go through. Sending a fax locally does not incur any fees (as the area code is the same).

How much does faxing cost?

Fax pricing varies depending on your plan, and who you're sending a fax to. 

Is the cost per page or per fax?

Dialpad’s faxing service is built on our phone network, meaning, when we send a fax, we’re actually placing a call. Please refer to this Help Center article for details on pricing.

Can I send or receive a fax on my mobile device?

Not at this time. 

Is faxing HIPAA compliant?

Yes, faxing with Dialpad is HIPAA compliant. 

Can I use a number for both faxing and calling?

No. When a number is assigned to a fax line it cannot be used for voice calls or SMS messaging.

Can I send multiple faxes at once?

This depends on your plan. 

• Users on a Free Trial can send 1 fax at a time, per fax number.
• Users on a Standard Account can send 2 faxes at a time, per fax number.
• Users on a Pro Account can send 2 faxes at a time, per fax number.
• Users on Enterprise Accounts can send 10 faxes at a time, per fax number. 

Is there a maximum number of pages I can send per fax?

Yes, and the page limit depends on your plan. 

• Users on a Free Trial can send up to 10 pages per fax
• Users on a Standard Account can send up to 200 pages per fax
• Users on a Pro Account can send up to 200 pages per fax
• Users on Enterprise Accounts can send up to 250 pages per fax

Remember, each file must be less than 10MB, so depending on your file size, you may not be able to send the maximum number of pages per fax.

Why doesn't the fax timestamp match my timezone?

The timestamp of a fax is noted in UTC. This is to avoid confusion and misinterpretation from the recipient of our fax messages (Dialpad to Non-Dialpad fax line).

Currently, you cannot change the fax timezone, but stay tuned, it's coming soon!