https://help.dialpad.com/docs Dialpad offers monthly updates to the Dialpad for Salesforce package, ensuring you get the most out of our integration.This article covers upcoming updates to the Salesforce for Salesforce Package only. Be sure to review our Release Notes for more information on functionality updates.Don't forget to update your Salesforce package to take advantage of these latest improvements.We always recommend updating your Salesforce package in the Salesforce Sandbox first. If you come across any issues durin ... Thu, 03 Sep 2026 22:52:33 GMT What’s New > Integrations Release Notes https://help.dialpad.com/docs/dialpad-for-salesforce-release-notes https://help.dialpad.com/docs/dialpad-for-salesforce-release-notes From answering and transferring calls to setting call dispositions and statuses, let's dive into the basics of working as a Contact Center agent.Go on dutyIn order to receive any calls, you'll need to  go on duty by adusting your availability status to Available and setting your on duty status to Active. Beside Ai Contact Centers, select Off Duty Select AvailableSlide the toggle to ActiveAnswer a call Answer a call from the Dialpad app, or by using the floating notification.To answer a call, sel ... Thu, 03 Sep 2026 18:11:37 GMT Contact Center and Sell > Working in a Contact Center https://help.dialpad.com/docs/working-as-a-contact-center-agent https://help.dialpad.com/docs/working-as-a-contact-center-agent Managing and adding licenses for your team is a breeze. Once a license is purchased, you can:Add user accountsAdd room phonesAdding numbers for Shared Lines such as a Department or Contact CenterAdd a fax numberTransfer it to another userRemember that we charge for licenses as they're purchased, even if they're inactive and unassigned. Licenses can be purchased during a billing cycle and prorated to the next one.NoteYou can only create user accounts for as many licenses as you have available, so ... Thu, 03 Sep 2026 11:53:45 GMT Getting Started > Dialpad Admin > Billing https://help.dialpad.com/docs/manage-dialpad-license-billing https://help.dialpad.com/docs/manage-dialpad-license-billing No one likes sifting through the fine print, and billing can be a delicate topic.Let's look at some of the most common questions about the Dialpad billing process. How soon will I see a charge after I upgrade my free trial?Your plan's payment terms determine how soon you'll see your first charge after you upgrade your trial.If your trial was set up with credit card payments:Charge immediately on first payment Pro-rated charges are charged immediatelyRequested changes are charged at the next bill ... Thu, 03 Sep 2026 11:44:15 GMT Getting Started > Dialpad Admin > Billing https://help.dialpad.com/docs/dialpad-billing-faqs https://help.dialpad.com/docs/dialpad-billing-faqs We know how important it is to keep your accounts in order.  From our Billing Summary, you can view the full details of your payment history, download past invoices, review the exact breakdown of your plan, examine your next bill, and more. Let's dive into the details.Access your billTo access your Billing Summary, head to your Dialpad Admin Settings. Select Billing Select Billing SummaryYour Billing Summary is divided into three sections:Current Plan: Provides a top-level overview of what you'r ... Thu, 03 Sep 2026 11:41:35 GMT Getting Started > Dialpad Admin > Billing https://help.dialpad.com/docs/view-your-dialpad-billing-summary https://help.dialpad.com/docs/view-your-dialpad-billing-summary Extensions ensure that callers are directed to the right person every time. They can be configured for individual users, room phones, and shared lines.Let's go over some common questions.How do I use extension dialing within my company?You can dial your team member's extension from your desktop app, Obihai, Polycom, or mobile app. Just enter their extension and press call to connect.How do I know what my extension number is?You will find your extension number in your User Settings, under your Pr ... Thu, 03 Sep 2026 11:00:00 GMT Calls, Messages, and Faxes > Calling > Calling FAQs https://help.dialpad.com/docs/extensions-faqs https://help.dialpad.com/docs/extensions-faqs User extensions not only allow your internal team a quick way to dial out to each other but can also be used as a quick way to route callers to your team via the dial-by extension directory on your Main Line, Department, or Contact Center. Let's take a closer at extension dialing. Who can use thisExtension dialing is available on Enterprise plans.You'll need to contact our Customer Care Team to enable this feature.Extension parametersExtensions can be used on individual and shared lines and are ... Thu, 03 Sep 2026 11:00:00 GMT Getting Started > Dialpad Admin > Managing Numbers https://help.dialpad.com/docs/add-edit-and-remove-extensions https://help.dialpad.com/docs/add-edit-and-remove-extensions By adding a failover number, callers can still access your business' lines and/or team members in the rare case of a Dialpad outage. Calls to individual lines will be forwarded to the last forwarding number added to the user's account.Let's go over the details. Who can use thisAll Dialpad users can add an individual failover number. Admins are able to add failover numbers for shared lines.The Failover test feature is available for users on an Enterprise planAdd a failover numberUsers can add a f ... Thu, 03 Sep 2026 11:00:00 GMT Getting Started > Dialpad Admin > Managing Numbers https://help.dialpad.com/docs/failover-numbers https://help.dialpad.com/docs/failover-numbers Contact Center dashboards unlock real-time performance insights through metrics such as call duration, speed to answer, Agent status, hold times, and much more. Contact Center Managers and Admins can use Dialpad's Multiple Contact Centers Dashboard to monitor the health of several Contact Centers simultaneously, with customizable filters and the ability to save your searches for repeat use. Let's dive into the details. Who can use thisContact Center Supervisors and admins who manage more than on ... Thu, 03 Sep 2026 08:00:26 GMT Contact Center and Sell > Working in a Contact Center https://help.dialpad.com/docs/multiple-contact-centers-live-dashboard https://help.dialpad.com/docs/multiple-contact-centers-live-dashboard Use WFM Alerts to monitor workforce activity without constantly watching dashboards. Create alerts that notify agents and admins via Dialbot or email when specific conditions are met.Admin notifications can be sent on a recurring schedule and stop automatically when the issue is resolved or after a set number of notifications. Configure unlimited alerts by team, agent, admin, or status so you only receive notifications that matter to your operation.Who can use thisWFM Alerts are available to Dia ... Thu, 03 Sep 2026 04:00:00 GMT Workforce Management > WFM for Admins https://help.dialpad.com/docs/wfm-alerts https://help.dialpad.com/docs/wfm-alerts Have full transparency over your team’s time by syncing meetings and calendar events into your Dialpad WFM schedule. Meetings are automatically taken into account when scheduling activities, ensuring agents are never double-booked.Let’s dive into the details.Who can use thisDialpad WFM is available to all Dialpad users.Contact your Customer Success Manager to discuss adding Dialpad WFM to your plan.Ways to sync calendar events You can sync calendar events into the Dialpad WFM schedule in three w ... Thu, 03 Sep 2026 04:00:00 GMT Workforce Management > WFM Scheduling https://help.dialpad.com/docs/sync-meetings-and-calendar-events https://help.dialpad.com/docs/sync-meetings-and-calendar-events Connect Microsoft Outlook to Dialpad WFM to keep agent schedules up to date with meetings and time off. You can connect Outlook in two ways:Outlook Calendar Integration: Sync meetings and other calendar events.Outlook iCal: Sync time-off events.Let’s dive into the details.Who can use thisDialpad WFM is available to all Dialpad users.Contact your Customer Success Manager to discuss adding Dialpad WFM to your plan. Outlook Calendar integrationThe Outlook Calendar Integration connects a dedicated ... Thu, 03 Sep 2026 04:00:00 GMT Workforce Management > WFM Integrations https://help.dialpad.com/docs/wfm-outlook https://help.dialpad.com/docs/wfm-outlook WFM schedules can update and change rapidly, and keeping track of changing availability can be time-consuming.Dialpad WFM automatically optimizes the schedule to adapt to changing agent availability, so you can spend your time focusing on what matters.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.Types of optimizationsDialpad WFM automatically optimizes the schedule when:A ... Thu, 03 Sep 2026 04:00:00 GMT Workforce Management > WFM Scheduling https://help.dialpad.com/docs/schedule-optimizations https://help.dialpad.com/docs/schedule-optimizations 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 ... Thu, 03 Sep 2026 04:00:00 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 Queue priority allows you to prioritize which contact center queues are more important than others so that, while busy, you can ensure important calls are answered first.Normally the oldest call gets served to the next available, but if you've set queue prioritization, it wouldn't matter how long the calls in other hold queues are waiting. Calls in designated hold queues will be served to available agents first. You'll want to create a queue priority if, for example, you'd like to treat VIP cust ... Thu, 03 Sep 2026 04:00:00 GMT Contact Center and Sell > Contact Center Admin https://help.dialpad.com/docs/queue-priority https://help.dialpad.com/docs/queue-priority Dialpad's desktop app and web portal are designed to live at the center of your business communications, and we're always rolling out product updates containing new features, improvements and bug fixes.Be sure to update your desktop app, or visit Dialpad's web portal to take advantage of our latest improvements.Let's take a look at what's new from our most recent release on « DATE »NewNew feature #1Description of feature with link to HC article New feature #2Description of feature with link to H ... Wed, 02 Sep 2026 11:00:26 GMT What’s New > Dialpad Release Notes https://help.dialpad.com/docs/dialpad-release-notes-26-09-03 https://help.dialpad.com/docs/dialpad-release-notes-26-09-03 The Agent Accelerator for Athenahealth as a Chrome Extension is a useful tool designed to streamline healthcare agent workflows within the Dialpad environment. By seamlessly integrating patient data, medical history, and communication tools into a single, intuitive interface, the extension enables agents to manage calls and EMR records efficiently.RequirementsTo use the Agent Accelerator for Athenahealth Chrome Extension, you must:Have an active Dialpad Support subscription.Have an existing Ath ... Fri, 28 Aug 2026 17:30:52 GMT Integrations > Other Integrations https://help.dialpad.com/docs/dialpad-agent-accelerator-for-athenahealth-chrome-extension https://help.dialpad.com/docs/dialpad-agent-accelerator-for-athenahealth-chrome-extension Agent Accelerator integrated with Athenahealth gives agents a unified view of patient profiles, medical history, and preferences through a single, intuitive interface. This centralized access enables faster responses, reduced wait times, and improved First Contact Resolution.Dialpad’s integration with NovelVox Agent Accelerator unites communication and patient data, allowing agents to manage calls and EMR records seamlessly within one unified interface. The result is higher efficiency, smoother ... Fri, 28 Aug 2026 17:25:07 GMT Integrations > Other Integrations https://help.dialpad.com/docs/dialpad-athena-health https://help.dialpad.com/docs/dialpad-athena-health Dialpad’s native integration with Google’s Conversational Agents (Dialogflow CX) lets you easily integrate Google’s AI-powered virtual agents into your Contact Center. This allows you to automate inbound calls, lower operational costs, and scale support.With this integration, you can route calls seamlessly between Dialpad and Google’s virtual agents and smoothly hand them off to live agents when needed, keeping every customer experience consistent and efficient.Who can use thisAll Dialpad licens ... Fri, 28 Aug 2026 17:13:21 GMT Integrations > Other Integrations https://help.dialpad.com/docs/dialpad-google-conversational-agent https://help.dialpad.com/docs/dialpad-google-conversational-agent 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/PeopleMatch contactsLog calls, recordings, and transcriptsEasily review calls with quick access to Dialpad's Custom Moments, RTAs, and transcriptsUse Dialpad’s click-to-call browser extensions to call numbers from within CopperLet's take a look at how this integration works. Who ... Thu, 27 Aug 2026 17:39:58 GMT Integrations > CRM Integrations https://help.dialpad.com/docs/copper-crm-dialpad https://help.dialpad.com/docs/copper-crm-dialpad