Integrate voice with Dialpad
Last Update: Sep 2024 • Est. Read Time: 2 MINDialpad is a cloud communication platform that lets you communicate with your customers wherever they are located. Inbound calls create conversations and voice messages on the customer timeline, and include a URL of the recording URL of each call.
Who can access this feature? | |
User types | Admins can set up this integration. |
In this article
Prerequisites
Before you begin this integration, you must have:
- A Dialpad account.
- A Dialpad API key with access to the the Recording Export scope. If you haven't set one up yet, follow the steps in Dialpad | Create an API Key.
Installing the Dialpad app
To integrate Dialpad with Kustomer, install the Dialpad app from within the Kustomer App Directory.
- Go to Appsand select Explore Directory.
- Search for Dialpad in the App Directory, and then select Install.
- Once the installation is complete, select Platform in the Settings pane and then select Inbound Webhooks.
- Select the Form Hooks tab and find the dialpad hook.
- Select for the hook and then select Copy Hook Address. Save this URL since you will need this URL when Configuring Dialpad with Kustomer.
Configuring Dialpad with Kustomer
After you install the Dialpad app, you need to create the Call Events Subscription using Postman.
To make the request:
- Open Postman.
- Make a
PUT
request to https://dialpad.com/api/v2/event-subscriptions/call/{id}where
id is the name of the subscription. We recommend naming it kustomer_integration. Select the Authorization tab.
Select Bearer Token from the Type drop-down menu and enter the Dialpad API key in the Token box. The Dialpad API key will require Recording Export permissions in order for the recording link to populate.
Enter the form hook URL you previously copied in the url field below and then send the request using the following payload:
{ "group_calls_only": false, "url": "INSERT FORM HOOK URL FROM APP INSTALL", "call_states": [ "ringing", "calling", "connected", "voicemail", "hangup", "recording"] }
Now your agents can receive calls through Dialpad. Kustomer does not offer a native dashboard widget for Dialpad, but after completing this integration, you can set up Dialpad Everywhere which offers a browser widget as illustrated below.