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Dialpad integration

Maria Herrell
Updated 2 months ago

About Dialpad

Dialpad is a powerful sales dialer all rolled into one seamless voice product. Using Dialpad and Pipeline you can easily automate the activity tracking and you will no longer manually enter the activity updates. 

Integration Setup

The integration setup involves the following steps:

1. All Pipeline Users must update their phone numbers to match with the Dialpad number that they are using. 

2. Admin on Pipeline CRM & Dialpad needs to set up the integration.

 the user has to be a “company admin” in Dialpad to enable the integration properly.

Pipeline User Setup- for all users 

Please navigate to Profile>My profile> Phone number and enter the same number that you use on Dialpad. Hit "Save" once you're done.

Setup the integration

Please make sure that you are logged into Dialpad account before setting up the integration. 

Pipeline Admins can navigate to Profile > Account Settings > App Store. Please scroll to Dialpad integration and click on Install. 

After clicking install, navigate to Dialpad api Service, and click "Connect".

You will be navigated to the Dialpad's integration workflow. We will request to access your Dialpad data on the next step. Please click on "Allow" to continue with integration.

Once the connection is established you will come back to Pipeline CRM. Please click on "Test Connection" and check if it's a success. Click "save"

You can now set the Activities mapping on the "Settings" tab. You can use existing categories or create new ones

You can configure an activity category to be used when the integration logs your calls. Because there are different categories of calls, you can set a different category for each one (if desired) or you can use a single "Phone Call" category for all of them. The categories of calls include the following:

  • Completed incoming calls
  • Completed outgoing calls
  • Missed incoming calls
  • Missed outgoing calls
  • Voice message (incoming)
  • Voice messages left (outgoing), calls will appear as "outgoing completed calls"

Click on the drop-down and search for the specific activity to map the relevant events from Dialpad. Don't forget to hit "Save" 

Finally, when you are ready to go live, enable the Dialpad integration. When you’re finished configuring and saving category selections, if you click “back to App Store” at the top, then the Dialpad integration will be highlighted.

Call Logging

When you install and configure Pipeline's Dialpad Integration, activities will be logged on people or companies when phone calls are made and received:

  • Completed calls (incoming and outgoing)
  • Missed (unanswered) calls (incoming and outgoing)
  • Voice messages (incoming)

In addition, if a voice message is left (for incoming calls), the activity will include the audio file (if available) for the message left.

If your Dialpad account has call recording enabled, then after calls are completed, the recording will also be added to the activity.

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