Overview
The DialPad web application allows you to place calls and send messages from Dialpad through your web browser.
Who uses this feature
Office employees, Customer Service Representatives (CSRs)
Applies to all business types
Feature configuration
To get started with Phones Pro, request a demo on our Pro Products page, or reach out to your Customer Success Manager (CSM) or Pro Account Manager.
Access the Dialpad web app
You can access the Dialpad web app in two ways:
Go to Dialpad.com/app.
Go to Dialpad.com/settings.
Check out the video for more on how to access the DialPad web app.
Dialpad web app features
The Dialpad web app has everything your team needs to make and receive calls with Phones Pro. Check out the Navigate Dialpad video for more information on the different features of the Dialpad web app.
Inbox
The Inbox opens by default when you launch the Dialpad web app. Here you can see:
Unread alerts
Calls you have made or received
Missed calls
Voicemails
Call recordings
Messages
Contacts
In the Contacts section, you can see:
Frequent contacts you have made calls to or received calls from
Company directory
Group chats
Blocked numbers
Coaching teams
If you have any coaching teams set up to monitor your trainees, in the Coaching teams section you can see:
Current live calls with the coaching trainees
Members in the coaching team and their current status
All calls received by the coaching team members
Call recordings
Departments
If you have any departments set up, in the Departments section you can see:
Current live calls in the department
Operators assigned to the department and their current status
New department-specific alerts
All calls that have come into the department
Missed calls
Messages sent to the department
Voicemails that have been left in the department
Note: Missed calls and voicemails under a department are for department missed calls only. If you have a fallback number setup for the department, missed calls or voicemails don't appear in this section.
Call recordings associated with the department
AI Contact Centers/Call Centers
In the AI Contact Center section, you can see:
Callers that are currently in the call center hold queue
Current live calls
Agents assigned to the call center and their current status
New alerts for the call center
All calls that have come into the call center
Missed calls for the call center
Messages that have come into the call center
Voicemails left for the call center
Call recordings associated with the call center
If you have multiple call centers, you can monitor them all at once by clicking Monitor all contact centers. When viewing all call centers, you can see:
The entire hold queue for all call centers
All current live calls for all call centers
All agents assigned to a call center and their current status
Recents
The Recents section lists all calls that you made or received recently.
Use the Dialpad web app
Check out the video on using the Dialpad web application, including how to answer a call in the web app, the different features available when on a call, and how to change your Dialpad department and call center status.
Available statuses
Your status shows in the upper right corner of the Dialpad web app. Default statuses include:
Available
In a meeting
Out sick
Traveling
On vacation
Custom statuses created by your administrator
When working in a call center, your status doesn't affect your call center availability. To change your call center status, click the Off Duty toggle next to AI Contact Center in the side panel.
You can set your call center status to one of the following:
Available
Off Duty
Kind of busy
Outbound calls only
Restroom
Emergency Break
Do not disturb settings
Turning on Do not disturb ensures that all of your calls except calls that come into a call center are forwarded to voicemail.
To turn on the Do not disturb status:
Go to your DialPad Application and click Profile.
Enable the Do not disturb toggle.
You can set individual departments and call centers to Do not disturb by clicking into the department or call center and then clicking the Active toggle.
Administrator functions within the Dialpad web app
Check out the video on Administrator functions available to you in the Dialpad web app.
As an administrator, you can access the following options in the Dialpad web app:
Set individual operators or agents to Do not disturb within departments or contact centers
Change an individual agent's status within a call center
View live calls, listen in on the call, and view the real-time transcript of the call
See the number of departments or call centers an agent is assigned to
Differences between Dialpad desktop and web applications
Check out the video on the key differences between the desktop and web versions of Dialpad and choose the one that best suits your needs for ease of use.