If you’re running sales or support, you know one thing for sure: most tools claim to “streamline your workflow” but end up making you click more, not less. If you’re considering Dialpad, or you’re stuck using it and want to get the most out of it, this guide’s for you.
I’ll walk you through the actual features in Dialpad that help sales and support people do their jobs better, flag the stuff that’s more hype than help, and call out a few hidden gems worth your time.
Why Dialpad Gets Attention
Dialpad is a cloud-based phone system with built-in messaging, video, and AI features. It’s pitched as an all-in-one platform for sales and support teams. The reality? It does a few things really well, some things just okay, and a couple of things you can probably ignore. If you’re tired of bouncing between tools, there’s value here—but only if you know what’s worth using.
1. Call Routing and Automated Workflows
What works:
Dialpad’s call routing is flexible and, for most teams, easy enough to set up. You can create rules to direct callers based on business hours, team availability, or custom menus. This means fewer calls bouncing around and less time wasted transferring people.
- Custom call queues: Assign calls to whoever’s free, or prioritize your best reps.
- IVR (Interactive Voice Response): Set up phone menus to answer common questions (“Press 1 for support…”). This is drag-and-drop simple compared to some legacy systems.
- Call flip: Move a call between your desktop and mobile without dropping it. Useful for folks who never sit still.
What’s just okay:
Setting up complex routing can get tedious. If your scenarios get too complicated, be prepared to spend some time in the admin panel.
What to ignore:
Don’t get sucked into over-engineering your menus. Start basic, see where calls actually go, then adjust.
2. Real-Time Transcription and Voice Intelligence (AI)
What works:
Dialpad’s real-time transcription is genuinely helpful (when people speak clearly). It’ll turn calls into searchable text as you talk, so you can focus on the conversation instead of frantic note-taking.
- Live coaching: AI can pop up suggested answers or reminders based on what’s being said. For new reps, this can be a lifesaver.
- Action items: The system tries to auto-detect follow-ups and to-dos, flagging them at the end of the call.
- Searchable transcripts: If you need to check what was promised or pull a quote, you can search by keyword.
What’s just okay:
AI transcription is impressive about 80% of the time. Accents, background noise, or technical jargon still trip it up. Don’t rely on it for legal or compliance-heavy industries without double-checking.
What to ignore:
The “sentiment analysis” dashboards sound cool but mostly just show if people were “positive” or “negative.” Use your own judgment; the AI isn’t a mind reader.
3. Integrations With CRM and Productivity Tools
What works:
Dialpad connects to Salesforce, HubSpot, Zendesk, Slack, Google Workspace, Microsoft 365, and more. The best bit is automatic logging of calls, texts, and notes—so sales and support folks don’t have to double-enter everything.
- Click-to-call: Make calls directly from within your CRM. One less window to juggle.
- Automatic logging: Records get updated with call summaries and recordings.
- Contact syncing: Keeps your address books up to date.
What’s just okay:
Some integrations are deeper than others. Salesforce and HubSpot get premium treatment; other CRMs may require a third-party connector or Zapier.
What to ignore:
Don’t enable every integration “just because.” Pick the few that actually save you clicks, and turn off the rest—too many add clutter.
4. Call Recording, Playback, and Analytics
What works:
Every call can be recorded (with appropriate consent), and you can easily share or review recordings for coaching or quality control. The analytics dashboard shows call volume, average handle time, missed calls, and basic trends.
- Easy search: Filter by team member, date, or specific phone numbers.
- Coaching tools: Managers can leave comments on call recordings.
- Playback speed: Listen at 1.5x if you’re in a hurry.
What’s just okay:
The analytics are basic—not enterprise-grade, but good enough for spotting obvious issues (“Why are Mondays so awful?”).
What to ignore:
Don’t get bogged down trying to slice and dice every metric. Focus on clear problems that show up (missed calls, long hold times) and coach around those.
5. Messaging and Video—All in One App
What works:
If your team hates switching between Slack, Zoom, and email, Dialpad keeps chats, calls, SMS, and video meetings in one place. You can spin up a video call right from a chat or drop a file in during a conversation.
- Internal and SMS texting: Great for quick updates to customers or group chats with your team.
- Instant video meetings: No need for extra logins or software.
- Notification controls: Choose what pings you and when.
What’s just okay:
It’s not a Slack or Zoom killer. The chat is fine for short messages, but don’t expect advanced features like threaded conversations or integrations galore.
What to ignore:
Don’t try to force everyone onto Dialpad chat if your company already lives in Slack or Teams. Use the features that fill gaps—not just because you can.
6. Mobile App for Remote and Hybrid Work
What works:
The mobile app is solid. You can make and receive calls, join meetings, check voicemails, and message—all from your phone. Call quality is consistently good if your data connection is decent.
- Seamless handoff: Start a call on your laptop and finish it on your phone.
- Push notifications: Never miss a call, unless you want to.
What’s just okay:
Longer video meetings on mobile can be clunky, and battery drain is real if you’re on calls all day.
What to ignore:
Don’t try to do all your admin work from the mobile app. It’s best for frontline communication, not heavy lifting.
7. Coaching and Monitoring Tools
What works:
Managers can listen in live or join calls quietly (“whisper mode”), making it easier to coach reps in real time without embarrassing them in front of customers. You can also “barge in” if a call goes sideways.
- Live listen: Eavesdrop (ethically) for quality checks.
- Whisper: Give your rep advice without the customer hearing.
- Barge: Take over when things are on fire.
What’s just okay:
Privacy controls are strong, but make sure your team understands when and how these tools are used—nobody likes to feel spied on.
What to ignore:
Don’t use monitoring as a crutch. Focus on coaching, not micromanagement.
Pro Tips for Getting the Most Out of Dialpad
- Keep your IVR simple. Confusing menus just annoy people.
- Review transcripts and recordings. They’re gold for training new hires.
- Integrate only what’s useful. Avoid the temptation to connect everything.
- Set notification preferences early. Otherwise, you’ll get pinged into madness.
- Train your team. Even “intuitive” tools need a quick walkthrough.
What to Watch Out For
- AI isn’t magic. It’s helpful, but not always correct. Human review matters.
- Data residency. If you’re in a regulated industry, check where data is stored.
- Feature gaps. If you rely on heavy-duty analytics or deep CRM customization, test those integrations before rolling out to the whole team.
Keep It Simple and Iterate
Dialpad has a lot under the hood, but the features that actually help sales and support teams aren’t flashy—they just cut out grunt work. Start with the basics, get your team comfortable, and don’t be afraid to ignore the bells and whistles until you know what you really need. You’ll save time, avoid headaches, and actually improve your workflow—no buzzwords required.