[Customer Beta] Setting up Front’s Dialpad integration (NEW)

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Dialpad is a cloud-based phone system and call center software solution that allows you to log call activity and listen to call and voicemail recordings.

Use Front’s Dialpad integration to seamlessly:

• Place and receive voice calls directly in your Front inbox

• Listen, search, and comment on voicemails, call recordings, and transcripts

• Automatically update agent statuses to Busy when on calls

• Choose a phone number when sending SMS messages

To set up the Dialpad integration in Front, admins will need to complete setup steps in both Dialpad and Front.

1. In Dialpad, admins need to:

   • Establish a call center by purchasing phone numbers and creating users.

   • Set up the call center with routing logic (e.g. by round robin, area code, etc.), voicemail inboxes, and call hours.

2. In Front, admins need to:

   • Log into a Front account using the same email address you use with Dialpad.

   • Create Front inboxes. Each channel should have its own inbox. Example:

     • Inbox 1: Voice calls for 555-555-5555

     • Inbox 2: SMS for 555-555-5555

     • Inbox 3: Voice calls for 333-333-3333

   • Connect phone numbers to Front using the Dialpad channel integration.

• Agents need to be signed in with the same email address in Front and Dialpad.

• When agents answer their first call, they may be prompted to sign in to Dialpad.

• Agents must enable microphone access for Front.

• Consider testing the new Dialpad integration with a new phone number not previously connected to Front. If you need to use an existing number, two separate conversations for the same call will be created in the inboxes where the number is connected.

These instructions assume you’ve already set up a call center in Dialpad, and are applicable for both Dialpad voice call and SMS channels.

Step 1

In Front, click the gear icon on the top right and select company or workspace settings in the left sidebar, depending on the space you’re working with.

Step 2

Click Inboxes in the left menu and create a new shared inbox.

Step 3

Click Channels in the left menu, then click the Connect a channel button.

Step 4

Navigate to the Voice by Dialpad option or SMS by Dialpad option, then click Connect. Click the Connect to Dialpad button on the next screen.

Step 5

A pop-up will open prompting you to sign in with your Dialpad account. Make sure the email address in the Work email field matches the email address you use to log into Front.

Click Log in to Dialpad to continue.

Step 6

Click Allow on the Access Approval page. The pop-up will automatically close.

Step 7

Using the dropdown, select the phone number you want to connect to your Front inbox. Click Continue.

Step 8

Select the inbox to connect to your channel. All calls and messages from your channel will route to this inbox by default. Click Continue to finish.

Your team can now use this Dialpad number with Front to make and receive calls, access call recordings and transcripts, etc.

If you’re migrating from Front’s legacy Dialpad sidebar integration, we recommend unpinning the legacy Dialpad plugin from the righthand sidebar. This prevents you from getting two sets of notifications from both the legacy and new integrations.

If you connect a number using the new Dialpad integration and it was already connected to Front via the legacy Dialpad channel integration, you will see the call show up as separate conversations in each inbox.

Front uses the assignment rules set up in Dialpad to route calls to agents.

Not yet, but this is on the roadmap for future updates.

Dialpad integration features will be offered at no additional cost during the beta phase. Upon general release, these new capabilities may incur additional cost, with pricing to be determined. As a thank you, all beta participants will get a complimentary 30-day extension post-release.