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Dialpad integration

Last updated March 6, 2025

Seamlessly integrate your Dialpad calls with Atlas for comprehensive customer support tracking.

Dialpad integration

Overview

Dialpad integration with Atlas allows you to monitor incoming and outgoing calls, track customer interactions, and streamline your voice support workflow. This powerful connection enables your team to maintain a complete record of customer communications across all channels.

Let's explore how to set up and use this integration.

Setting up Dialpad integration

To connect Dialpad with Atlas, go to ” *App configuration > Integrations > Dialpad integration ”.* You'll see a field to enter your Dialpad API key.

Generate an API key by following the instructions in the Dialpad documentation (linked on the integration page). Enter the API key and click "Save".

Once saved, Atlas will establish a connection with Dialpad and begin monitoring call events.

Key features

Call monitoring

Atlas tracks various call states, including:

  • Ringing
  • Answered
  • Unanswered
  • Voicemail left
  • Voicemail transcribed

Customer identification

Atlas identifies customers based on their phone number and creates appropriate records for each call.

SMS tracking

Unlike some other integrations, Dialpad allows Atlas to monitor outgoing SMS messages as well as calls.

Sync contacts

Enable the "Sync contacts" option to automatically create Dialpad contacts for customers in Atlas.

Configuring call behavior

You can customize how Atlas responds to different call outcomes:

  1. Go to the Dialpad integration settings
  2. Under "Call behavior", you'll see options for different call states (answered, missed, outbound)
  3. For each state, choose one of the following actions:
  • Create a custom event (default)
  • Start a new conversation
  • Create a closed conversation

This allows you to tailor the integration to your support workflow. For example, you might want missed calls to automatically create new conversations for follow-up.

Frequently asked questions

1.Can I see call transcriptions in Atlas?

If Dialpad provides a transcription for a voicemail, this will be included in the Atlas record.

2.How are outbound calls tracked?

Outbound calls are logged as custom events or conversations (based on your configuration) regardless of whether they were answered.

3.Can I link existing Atlas customers with their Dialpad records?

Yes, Atlas automatically links customers based on phone numbers. You can also manually link records if needed.

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