Service Titan Knowledge Base

How to Handle Unknown Messages in DialpadLast updated on 05/12/2023

This guide will instruct you on how to handle unknown messages in Dialpad. If you receive a message from an unknown number, this guide will help you identify the source of the message and determine whether it is safe to ignore it.

LEGAL DISCLAIMER: This article was created from a ticket used to solve a specific tenant issue, and has not been verified by an SME. Nothing stated in this article should be construed to be legal advice. The content in this article is provided “as is” and no representations are made that it is error-free. ServiceTitan disclaims all liability for any problem that might arise from using this article to troubleshoot an issue within your environment.


If you receive a message from an unknown number in Dialpad, you may be unsure about who sent it and why. You may need to determine whether the message is from a legitimate source or if it can be safely ignored.


1. Check if the message is from a sister company or a known contact. If it is, then you can safely assume that the message is legitimate and can be responded to accordingly.

2. If the message is from an unknown number, check if it was sent to the wrong recipient. In some cases, a message may be sent to the wrong number due to a typo or other error. If this is the case, you can let the sender know that they have sent the message to the wrong number and that it can be safely disregarded.

3. If you are unable to determine who sent the message or if it is from an unknown source, you can investigate further by checking if the number is associated with any Dialpad account. You can do this by searching for the number in your Dialpad account and in any sister company accounts.

4. If you determine that the message is not from a legitimate source and can be safely ignored, you can delete the message from your inbox.

5. If you determine that the message is from a legitimate source and needs to be responded to, you can reply to the message as you would any other message in Dialpad.

6. If you are unsure about the safety of a message or are still unable to determine the source of the message, you can err on the side of caution and contact Technical Support for assistance.

Remember, only internal employees are able to send messages internally through Dialpad. Messages from external sources are not accepted. If you receive a message from an external source, it is likely a mistake or a scam.

Important note: Some features may not be currently included in your account and additional configuration may be required. Please contact technical support for details.

Disclaimer: Information provided in this article is for informational purposes only and it should not be construed to be legal advice. Information provided in this article may also not constitute the most up-to-date legal or other information. You should not act or refrain from acting on the basis of any information in this article to meet any compliance requirements without seeking independent legal or other professional advice.