WysywigTabs

Switching between different applications at work can slow you down, and every minute matters when resolving a customer issue or following up with a lead. Connecting Dialpad and Front streamlines your communication with leads and customers, making it easy for you to respond across all channels they prefer: email, SMS, live chat, or over the phone. By integrating Dialpad into Front, you can easily deliver five-star service across every support channel — no context switching required.

Key Features:

• Manage calls and SMS right from your inbox

  • Initiate and receive calls directly from your Front inbox and save time from switching between apps

  • Access call controls like recording, mute, hold, and transfer from native CTI

  • Automatically show customer details when calls come in

  • Keep agents focused with automatic “busy” agent status updates, pausing all other conversations (e.g. email, live chat, SMS, etc.)

  • Send and receive SMS messages from your phone number of choice

• Easily access call records in one place

  • Listen, search, comment, and tag teammates on call transcripts and recordings

  • See all relevant conversations for any customer and get up to speed with AI summaries

  • Automatically log calls placed or received within Front back to Dialpad

  • Log calls to your CRM to keep your customer data up to date

How Dialpad Integrates with this App:

The Front integration is available as a CTI in the Front environment. Admins will need to connect to the Voice by Dialpad and/or the SMS by Dialpad channels in their Front instance.

1. These instructions assume you’ve already set up a call center in Dialpad and are applicable for both Dialpad voice calls and SMS channels.

2. In Front, click the gear icon at the top right and select "Company or Workspace Settings" from the left sidebar, depending on the space you’re working with.

3. Click Inboxes in the left menu and create a new shared inbox.

4. Click Channels in the left menu, then click the Connect a channel button.
   Navigate to the Voice by Dialpad option or SMS by Dialpad option, then click Connect. Click the Connect to Dialpad button on the next screen.

5. A pop-up will open prompting you to sign in with your Dialpad account. Make sure the email address in the Work email field matches the email address you use to log into Front. Click Log in to Dialpad to continue.

6. Click Allow on the Access Approval page. The pop-up will automatically close.

7. Using the dropdown, select the phone number you want to connect to your Front inbox. Click Continue.

8. Select the inbox to connect to your channel. All calls and messages from your channel will route to this inbox by default. Click Continue to finish.

Your team can now use this Dialpad number with Front to make and receive calls, access call recordings and transcripts, etc.

The Front + Dialpad integration is available to Front customers on the Growth, Scale, and Premier plans at no additional cost.