[Customer Beta] Switching to Front's new Dialpad integration from the legacy integration

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If you’re currently using Front’s legacy Dialpad integration and want to switch to the new integration, you can update those channels using the instructions below.

• Legacy Dialpad conversations will not be compatible with the new Dialpad channel. This means that when you look at a conversation that was created by the legacy integration, you should expect:

  • Call back functionality will not be available.

  • Messages created by the new Dialpad channel will not thread into legacy Dialpad conversations.

  • Legacy Dialpad conversations cannot be merged with new Dialpad conversations.

• Dialpad Voice channels will not exactly match legacy channels.

  • Legacy channels connect an entire Target (Office, Call Center, Department) that may have more than one phone number. 

  • The new Dialpad Voice channel requires each phone number to exist as a channel individually. However, you can add multiple channels to one inbox.

• Contacts will be preserved and compatible. Any data attached to a phone number will be reused with the new Dialpad channels.

Step 1

Connect a new Dialpad channel to the inbox that contains your legacy Dialpad channel. 

Both the legacy channel and the new channel will route to the same inbox.

Step 2

Confirm the new channel works by calling or sending messages to your customers.

• Existing conversations from the legacy integration will not be compatible with the new integration. If you try to reply to an SMS message that came into Front through the old integration, you will run into issues. To prevent this, we suggest starting new conversations with customers.

• This may cause duplicate conversations while both channels are active, but this is the least disruptive switchover process available.

Step 3

Once you’ve confirmed the new Dialpad channel works as expected, delete the legacy Dialpad channel from the inbox.

Step 4

If you’re using the Dialpad sidebar plugin, unpin it from your plugin panel.

Your existing conversation history from the legacy Dialpad channel will remain in the inbox, even when the legacy channel is removed.

If you have reports that rely on specific Dialpad and Dialpad SMS channels, you’ll need to update them to add your new channels.

Ticketing will continue to work the same if you’re using existing inboxes, so no action is needed.

If you have rules that rely on Dialpad channels, you’ll need to update them to use the new names or channel IDs.

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.