https://help.dialpad.com/docs Efficient time-off management is crucial to effective workforce planning. This article will guide you through the various ways to manage agent time off within Dialpad WFM, whether by syncing automatically with your HRIS or external calendars or by adding it directly into WFM.Who can use thisDialpad WFM is available to all Dialpad users, and as a standalone product.Contact your Customer Success Manager to discuss adding Dialpad WFM to your plan.You must be a Dialpad WFM Admin to manage time off i ... Sat, 09 May 2026 00:30:50 GMT Workforce Management > WFM Scheduling https://help.dialpad.com/docs/time-off-management https://help.dialpad.com/docs/time-off-management Managing multiple Contact Centers can mean keeping tabs on hundreds of agents — which is certainly no small feat. Fortunately, Dialpad's Real-Time Contact Center Management view makes it a piece of cake. Let's dive into the details.Who can use this featureThe Real-Time Contact Center Management view is available to Dialpad Support and Dialpad Sell customers.Dialpad provides two different views, one for agents and one for Supervisors and Admins. Real-Time Contact Center Management View - AdminThe ... Fri, 08 May 2026 02:39:41 GMT Contact Center and Sell > Working in a Contact Center https://help.dialpad.com/docs/real-time-contact-center-management https://help.dialpad.com/docs/real-time-contact-center-management HubSpot contact syncing automatically keeps HubSpot and Dialpad contacts up to date, helping teams access the latest customer information while working in Dialpad.When enabled:Updates made to HubSpot contacts are automatically reflected in Dialpad. Deleting a contact in HubSpot also deletes the contact in Dialpad. Syncing works for future contact updates after the setting is enabled.This helps ensure agents always see the latest contact details during calls and conversations.Enable HubSpot con ... Fri, 08 May 2026 00:22:01 GMT Integrations > HubSpot https://help.dialpad.com/docs/hubspot-contact-sync https://help.dialpad.com/docs/hubspot-contact-sync Set yourself to Do Not Disturb (DND) to prevent calls and message notifications from coming through. When enabled, this setting applies to your personal and Department lines, but not to Contact Center lines. Let's take a closer look at how to enable or disable Do Not Disturb mode in Dialpad's desktop app. If you're looking for DND details for your mobile device, visit our Help Center articles on iOS and Android.Who can use thisDND mode is available to users on all Dialpad plans.Enable Do Not Dis ... Thu, 07 May 2026 19:00:00 GMT Getting Started > Your Dialpad App https://help.dialpad.com/docs/set-do-not-disturb-mode https://help.dialpad.com/docs/set-do-not-disturb-mode Determine your own personal working hours (separate from the Office or any Shared Lines), and choose how incoming calls and messages are handled outside of those hours. Let's take a look at how to set your personal working hours.Who can use thisPersonal working hours are available to Dialpad Connect, Dialpad Sell, and Dialpad Support customers on the Standard, Pro, and Enterprise plans.Set your personal working hoursTo set your personal working hours, head to Your Settings from Dialpad.com Selec ... Thu, 07 May 2026 19:00:00 GMT Getting Started > Your Dialpad Settings https://help.dialpad.com/docs/set-your-personal-working-hours https://help.dialpad.com/docs/set-your-personal-working-hours Auto Do Not Disturb (Auto DND) automatically manages your Do Not Disturb (DND) status based on your calendar events and personal working hours, so you can stay focused in meetings and unplug outside work without constantly toggling DND yourself.When Auto DND is on, your presence is set to DND in Dialpad and calls/notifications are handled just like manual DND, following your existing DND call-handling rules.Who can use thisAuto DND is available to all users on all Dialpad Connect licenses when e ... Thu, 07 May 2026 18:19:21 GMT Getting Started > Your Dialpad App https://help.dialpad.com/docs/auto-do-not-disturb-dnd https://help.dialpad.com/docs/auto-do-not-disturb-dnd Scheduling conflicts occur when time off (including time in lieu) fully overlaps an entire shift, or when another scheduled shift creates a conflict.Conflicts can happen when you:Apply a new shift plan over an existing schedule.Schedule shifts during a time-off period that fully overlaps the shift.Once you see a scheduling conflict, you can ignore it or resolve it by reverting the schedule to a previous shift.Let’s dive into the details.Resolve a scheduling conflictWhen there’s a scheduling conf ... Thu, 07 May 2026 10:30:19 GMT Workforce Management > WFM Scheduling https://help.dialpad.com/docs/scheduling-conflicts https://help.dialpad.com/docs/scheduling-conflicts By syncing your team's time off into the schedule, you can:Get full visibility over your agent's timeAutomatically plan around your agent's planned time off and absencesMonitor shrinkage Create accurate timesheets for all your agent's timeLet’s review some common questions regarding Dialpad WFM’s time off integrations.How can I sync time off into Dialpad WFM?Time can be synced in three ways:HRIS via iCal: For most HRIS systems or calendar clients, you can sync your team's time off into Dialpad W ... Thu, 07 May 2026 04:00:00 GMT Workforce Management > WFM Integrations https://help.dialpad.com/docs/time-off-integration-faqs https://help.dialpad.com/docs/time-off-integration-faqs Worried about government regulations and required documentation for international geographic and mobile phone numbers? We’re here to take out the mystery and make it easier to remember what you need for which country.What is a Geographic Number?Geographic (GEO) phone numbers are local numbers with designated local area codes. These numbers are part of a country’s internal numbering system and are easily recognizable by locals.This article will go over:The countries where Dialpad is available The ... Thu, 07 May 2026 01:27:11 GMT Getting Started > Office Setup https://help.dialpad.com/docs/requirements-for-new-international-geographic-and-mobile-phone-numbers https://help.dialpad.com/docs/requirements-for-new-international-geographic-and-mobile-phone-numbers With the Dialpad Meetings integration for Microsoft Teams, you can create a new meeting link to hop on an audio call, video call, or screen share in 1:1 chats or in group channels.With the integration you can: Launch a Dialpad Meetings   Join a Dialpad Meetings Share a link to audio recordingShare a post-call transcript (requires Dialpad Meetings Business)Let's take a look at this integration.Install the IntegrationVisit the AppSource App store and search for Dialpad Meetings.Prerequisite:You mu ... Wed, 06 May 2026 17:00:39 GMT Meetings > Integrations https://help.dialpad.com/docs/microsoft-teams-dialpad-meetings https://help.dialpad.com/docs/microsoft-teams-dialpad-meetings Built on a state-of-the-art large language model (LLM) developed in-house and based on our experience delivering over six billion minutes of business conversations, Dialpad Ai can transcribe your meetings in real time, track keywords that come up in conversations, detect customer sentiment, and more!Let's take a look at Dialpad Ai and how it can make your day-to-day that much easier.Who can use thisDialpad Ai is currently available in English, Spanish, and French.Check here to see which language ... Wed, 06 May 2026 16:43:43 GMT Dialpad Admin > Dialpad AI https://help.dialpad.com/docs/dialpad-ai https://help.dialpad.com/docs/dialpad-ai Dialpad offers customizable retention policies that allow you to choose what data to retain, for which business units, and for how long.By default, Dialpad retains your data until you choose to delete it, cancel your account, or set up a retention policy. Data for canceled companies is deleted after 180 days.Let's take a look at managing retention policies in Dialpad.Who can use thisRetention policy customization is available to all Dialpad customers.Company Admins can update their company’s dat ... Tue, 05 May 2026 21:05:12 GMT Security and Trust https://help.dialpad.com/docs/data-retention-policy https://help.dialpad.com/docs/data-retention-policy Need to comply with a GDPR data deletion request? Dialpad gives you the tools to honor a user’s “right to be forgotten” by letting you permanently delete call content and anonymize contact details.This feature helps your team stay compliant by ensuring personal data is fully removed when requested.Let’s dive into the details.Who can use thisCompany Admins and Office Admins can perform these actions.Bulk delete and anonymization are only supported on voice interactions; they are not available for ... Tue, 05 May 2026 17:00:24 GMT Security and Trust https://help.dialpad.com/docs/bulk-call-content-delete-and-contact-anonymization https://help.dialpad.com/docs/bulk-call-content-delete-and-contact-anonymization Contact Centers provide teams with more flexibility and many more advanced features than Departments. Features include:Flexible routing options Real-time dashboard and service alertsReal-time coaching via listen-in, barge, and take over Customizable Hold Queue rules & limits And much more!Let's take a look at how to create or duplicate a new Contact Center. Who can use this featureCompany and Office Admins on a Dialpad Support or Dialpad Sell plan are able to create and duplicate Contact Centers ... Tue, 05 May 2026 15:15:01 GMT Contact Center and Sell > Contact Center Admin https://help.dialpad.com/docs/create-a-contact-center https://help.dialpad.com/docs/create-a-contact-center The Real-Time Dashboard for Coaching Teams gives sales managers a real-time view of how their Coaching Teams are performing, using live metrics such as outbound connection rate, call volume, and agent states to support agile decision-making and goal tracking. If you manage Contact Centers, learn more in Real-Time Dashboard for Contact Centers — these dashboards are closely related and designed to work together.Let's dive into the details.Who can use thisThe Real-Time Dashboard for Coaching Teams ... Tue, 05 May 2026 15:00:00 GMT Contact Center and Sell > Dialpad Sell Only Features https://help.dialpad.com/docs/real-time-dashboard-for-coaching-teams https://help.dialpad.com/docs/real-time-dashboard-for-coaching-teams Timezones, customer priority level, and call volume all impact your Contact Center's availability. Set custom call routing rules to ensure that your calls are directed to the right agents, every time.Let's get into the details.Who can use thisCall routing rules are available for Dialpad Support and Dialpad Sell customers.Set Contact Center call routingOnce you've set your business hours for a Contact Center, it's time to configure the call routing rules for when your Contact Center is open and c ... Tue, 05 May 2026 15:00:00 GMT Contact Center and Sell > Contact Center Settings https://help.dialpad.com/docs/set-call-routing-rules-for-contact-centers https://help.dialpad.com/docs/set-call-routing-rules-for-contact-centers 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. Who can use thisBefore you can use virtual fax, 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 Dialpad from a computer. Send a faxYou can send a fax fro ... Tue, 05 May 2026 14:00:30 GMT Calls, Messages, and Faxes > Faxing https://help.dialpad.com/docs/send-receive-a-fax https://help.dialpad.com/docs/send-receive-a-fax Centralized Office Management provides a unified dashboard designed to streamline the administration of multiple offices across your organization. This centralized interface replaces the need to navigate individual office settings, allowing administrators to view, configure, and manage all locations from a single page. Admins can perform bulk actions, use real-time search and filtering, and adjust global settings for Dialpad AI and call recording via inline toggles, significantly increasing oper ... Tue, 05 May 2026 12:00:00 GMT Getting Started > Office Setup https://help.dialpad.com/docs/centralized-office-management https://help.dialpad.com/docs/centralized-office-management Connect Dialpad with CRM Series to automatically log calls and access customer information in real time through a built-in sidebar. This helps your team manage interactions more efficiently by combining automatic matching with manual control.With the Dialpad + CRM Series integration, you can:Match callers to contacts automatically using phone numberSearch and select contacts manually using name, email, or phone numberControl whether calls are logged using the sidebarView recent call history and ... Tue, 05 May 2026 11:00:14 GMT Integrations > Other Integrations https://help.dialpad.com/docs/dialpad-crm-series https://help.dialpad.com/docs/dialpad-crm-series The Dialpad and PestPac integration connects your phone system with your customer records for a smoother pest control service experience. When a customer calls in, the system instantly finds their PestPac location record and displays it on your screen, eliminating the need to manually look up information. Once the conversation ends, key details, such as a call summary and recording link, are automatically saved to the customer’s record in the PestPac Notes section. This automatic logging elimina ... Tue, 05 May 2026 11:00:14 GMT Integrations > Other Integrations https://help.dialpad.com/docs/dialpad-pestpac https://help.dialpad.com/docs/dialpad-pestpac