Getting new hires set up with phones, numbers, and the right settings shouldn’t take all day—or even an hour. If you’re an admin, IT manager, or the “accidental IT person” at a company using Dialpad, this guide is for you. I’ll walk you through getting new folks up and running quickly—without wrestling with clunky menus or wasting time on steps that don’t matter.
Let’s jump in.
Step 1: Prep Before Adding Anyone
Before you start clicking “Add User,” do a little groundwork. It saves headaches later.
- Know what you need: Have the new hire’s name, email address, and job role handy.
- Decide on licensing: Figure out if they need a full user seat, a contact center agent role, or something else. Don’t overbuy—Dialpad charges per seat.
- Have groups or departments set up: If you’re adding people to specific teams or call queues, make sure those exist first. It’s much faster than retrofitting after.
Pro tip: If you’re onboarding several people at once, a spreadsheet with names, emails, and department assignments keeps you sane.
Step 2: Add New Users in Bulk (or One at a Time)
Dialpad’s admin panel lets you add users in a few clicks—but there are some quirks to watch for.
To add one user
- Go to Admin Settings > Users.
- Click “Add User.”
- Enter their name and company email.
- Assign their role (admin, user, etc.).
- Choose which department or group, if applicable.
- Hit “Invite.”
They’ll get an email to set up their Dialpad account.
To add several users at once
- Still in Admin Settings > Users, look for the “Bulk Add” or “Import Users” option.
- Download the CSV template.
- Fill it out with all your new hires’ info. Double-check for typos—email errors are the #1 cause of onboarding delays.
- Upload the file and submit.
What works: Bulk importing saves time if you’re adding more than a handful of people.
What doesn’t: The CSV import can be picky. If there’s a formatting error, you might get a cryptic message and have to dig for the problem. It’s not rocket science, but it’s not foolproof.
Step 3: Assign Numbers and Devices
Dialpad tries to auto-assign numbers, but sometimes you’ll want to pick a specific area code or transfer an existing number.
- To assign a direct number: After adding a user, click their name, then “Assign Number.” Search for available numbers by area code or prefix.
- To port/transfer a number: This is slower. Plan ahead—porting can take days, and there’s paperwork.
- Physical desk phones: If your office still uses them, you’ll need to associate the device’s MAC address to the user. Dialpad’s provisioning is straightforward, but double-check the model compatibility.
Ignore this: If everyone uses the app on their computer or mobile, skip the hardware step. Don’t buy phones just because “that’s how we always did it.”
Step 4: Set Permissions and Access
You want new folks to have what they need—no more, no less.
- Admin roles: Only give admin rights if someone actually needs to manage users or billing.
- Call center roles: Assign as agent, supervisor, or admin as needed. Don’t overcomplicate—most folks just need “user” or “agent.”
- Integrations: If you use tools like Salesforce, Google Workspace, or Slack, make sure new users have the right permissions or app access. Most of this is handled outside Dialpad, but double-check.
Pro tip: Less is more. If you’re not sure what a permission does, leave it off. You can always add it later.
Step 5: Automate the Boring Stuff
If you’re bringing on people regularly, automation is your friend.
- SCIM/SSO integration: If your company uses Okta, Azure AD, or Google Workspace, you can set up automatic user provisioning. When someone joins or leaves the company, their Dialpad account is created or deactivated automatically. This takes some setup upfront, but it’s a lifesaver at scale.
- Template settings: Dialpad lets you create templates for groups (like “Sales” or “Support”) so everyone gets the same call routing, voicemail, and greeting settings. Use this instead of tweaking every user by hand.
What works: SSO and SCIM prevent human error and save serious time in larger orgs.
What doesn’t: If you’re a small team, setting up SSO might be overkill. Stick to manual for now.
Step 6: Share the Right Resources with New Hires
Don’t just dump folks into a new system and expect them to swim.
- Send invite links: Make sure every new user gets their Dialpad invite and knows to check spam if they don’t see it.
- Share a quickstart guide: Dialpad has decent basic guides, but a two-minute internal cheat sheet (how to answer, transfer, set voicemail) is gold.
- Point out support: Tell people where to get help—either your IT team or Dialpad’s support.
What to ignore: Don’t send the entire 20-page admin manual. Nobody reads it. Stick to the two or three things they really need to start.
Step 7: Test and Troubleshoot Early
You don’t want to find out something’s broken on Day 1 of a big sales blitz.
- Test logins: Make sure each new user can log in before their first day.
- Make a test call: Have them call your cell, leave a voicemail, or join a group call. It’s the fastest way to catch issues.
- Check integrations: If you use connected tools, double-check that calls and messages are logging where they should.
Pro tip: Keep a checklist for each batch of new hires. It’s easy to forget steps, especially if you’re busy.
Step 8: Clean Up and Keep Things Tidy
Onboarding is only half the battle—offboarding matters, too.
- Deactivate or reassign accounts: When someone leaves, deactivate their Dialpad account right away.
- Recycle numbers: Don’t let unused numbers pile up—it costs money.
- Audit users quarterly: Every few months, check for unused seats and clean up. Most companies forget this and end up overpaying.
What works: Regular audits keep your bill down and your system manageable.
A Few Honest Realities
- Dialpad’s admin panel is decent, but not perfect. Some settings are buried, and error messages aren’t always clear. Stick to the basics, and don’t be afraid to hit up support if you’re stuck.
- Automate what makes sense, but don’t overthink it. For a handful of hires, manual is fine. Automation shines when you’re growing fast.
- People forget passwords. Have a simple password reset process ready, especially in the first week.
Keep It Simple, Iterate as You Grow
Getting new hires set up in Dialpad doesn’t have to be a slog. Start with the basics, skip the fluff, and focus on what people actually need to do their jobs. As your team grows, layer in automation and templates. Don’t stress about getting it perfect—just make it a little smoother each time.
And remember: if something feels way harder than it should be, it probably is. Don’t be afraid to question the process or reach out for help. You’ve got better things to do than wrestle with admin panels all day.