With Freshchat’s Telephony Partner Extension with Dialpad, you can bring your Dialpad account into Freshchat to meet all your customer support needs. With this integration, you can:

  • Extend phone accessibility and offer conversational experiences across traditional and modern channels
  • Enhance agent productivity
  • Empower admins to optimize processes
Note: This functionality is only available for accounts signed up after December 31, 2023 on the Pro & Enterprise plan.


This article contains the following sections:

  1. Integrating Freshchat with Dialpad
  2. Agent experience with the Dialpad integration

Integrating Freshchat with Dialpad

Here's a video walkthrough of the Dialpad-Freshchat integration,

 

Admins can integrate Dialpad with Freshchat by performing the following steps:

  1. Go to Settings > Channels > Phone. 
  2. Select Dialpad from the phone channel providers list to navigate to the Dialpad page on the Freshchat Marketplace.
  3. Click Install again. Note that only one phone app can be installed at a time.
  4. Provide your Freshchat Domain and API Key. Find your Freshchat Domain from the URL bar, and go to Settings->Admin Settings->API->APIs to find your Freshchat API. 
  5. Provide your CRM API Key and click Install. To get your CRM API Key, click on User profile > Settings > API Settings > Your API Key.
  6. Provide the Dialpad API Key (Log in to Dialpad > Admin Settings > My Company > Authentication > API Keys > Create a new API Key and paste it in the Freshworks configuration page).
  7. Once installed, click on the Dialpad icon to load the widget. 
  8. Enter your Username and Password. The Dialpad agent widget is now set and ready to use.


Key notes to consider:

  • Mobile Number should be set as Unique field for conversations to be created inside freshchat instead of Email
  • The email ID of the logged in agent should be same in both Dialpad & Freshworks account.
  • Automatic call recordings should be disabled in the Dialpad Account. Calls can be manually recorded from the widget.

Agent experience with the Dialpad integration

Start a new call

  • Use the keypad or select a contact from the People tab to start a call.
  • After connecting, Freshchat creates a new conversation and redirects you to the Inbox with this conversation open.
  • When the call ends, find the details and recording in the chat bubble with an option to download the recording.

In-call actions

The following actions can be performed from within the widget:

  • Place a call on hold and mute
  • Start & end a call recording
  • Add call notes
  • Transfer a call to another agent/supervisor
  • Add other agents/supervisors to an ongoing call

Receiving Calls

  • When receiving a call, Freshchat creates a new conversation and redirects you to the Inbox with this conversation open.
  • Click on View Contact on the Dialpad widget to open Freshchat contact page.
  • When the call ends, find the call details and recording in the chat bubble with an option to download the recording.
  • Add private notes on the Dialpad widget while on call. When the call ends, find them as Private Notes in the Freshchat conversation inbox.

Missed calls

  • Freshchat assigns incoming calls from Dialpad based on logged-in timestamp.
  • Find calls missed by agents in the Conversation Inbox marked as Missed Call.
  • Initiate a return call within the conversation fragment with the Call back option.

Voicemails

  • Click on a conversation tagged Voicemail to listen to messages from the Inbox.
  • Click on the Call Back button to return calls.
  • View and hear call recordings from the Dialpad dashboard.
Note: Manually update the Contact in both the CRM contacts page and Dialpad for it to reflect in the widget.