# Integrating voice with Dialpad

> Dialpad  is a cloud communication platform that lets you communicate with your customers wherever they are located. Inbound calls create conversations and vo...

Source: https://help.kustomer.com/en_us/integrate-voice-with-dialpad-B1_2oaiow

Last updated: 2026-06-08T22:34:56.529Z

[Dialpad](https://www.dialpad.com/) is a cloud communication platform that helps teams communicate with customers wherever they are. Inbound calls create conversations and voice messages on the customer timeline. Each call includes a recording URL.

**Who can access this feature?**

**User types**

Admins can set up this integration.

## In this article

*   [Prerequisites](#Prerequisites)
*   [Installing the Dialpad app](#installing)
*   [Managing Dialpad preferences](#managing)

## 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](https://help.dialpad.com/hc/en-us/articles/360019680532-Create-an-API-Key).

### Installing the Dialpad app

To integrate Dialpad with Kustomer, install the Dialpad app from within the Kustomer App Directory.

To install the app:

1.  In the left navigation panel, click **Apps**.
2.  Search for _Dialpad_, then click **Install**.
3.  After installation completes, in the left navigation panel, click **Settings**.
4.  Under **Platform**, select **Inbound Webhooks**.
5.  Select the **Form Hooks** tab.
6.  Locate the **Dialpad** hook.
7.  Click the hook, then click **Copy Hook Address**.
8.  Save the URL. You will use it when configuring Dialpad.

## Configuring Dialpad with Kustomer

After you install the Dialpad app, you need to create the Call Events Subscription using Postman.

**To make the request:**

1.  Open Postman.
    
2.  Make a `PUT` request to:
    
    `https://dialpad.com/api/v2/event-subscriptions/call/{id}`
    
    Replace `{id}` with a name for the subscription (for example, `kustomer_integration`).
    
    ![Postman API request screenshot](https://cdn.kustomerhostedcontent.com/media/570fad9d9001bc1000163b28/caf000510d05d7c4410f7f91804cbaad.png)
    
3.  Select the **Authorization** tab.
    
4.  From the **Type** dropdown, select **Bearer Token**.
    
5.  Enter the [Dialpad API key](https://help.dialpad.com/hc/en-us/articles/360019680532-Create-an-API-Key) in the Token field.
    
    The Dialpad API key will require _Recording Export_ permissions in order for the recording link to populate.
    
6.  In the request body, enter:
    
    `{ "group_calls_only": false, "url": "INSERT FORM HOOK URL FROM APP INSTALL", "call_states": ["ringing", "calling", "connected", "voicemail", "hangup", "recording"] }`
    
7.  Send the request
    

After setup completes, agents can receive Dialpad calls in Kustomer.

Kustomer does not provide a native Dialpad widget. To add a browser-based widget, set up [Dialpad Everywhere](https://help.dialpad.com/docs/dialpad-everywhere).

![Dialpad widget interface](https://cdn.kustomerhostedcontent.com/media/570fad9d9001bc1000163b28/202c1d9d623a62566445c3556acbafee.png)

### Managing Dialpad preferences

You can configure how messages are sent from the Dialpad channel in your personal preferences.

To manage Dialpad preferences:

1.  In the left navigation panel, click **Settings**.
2.  Under **Personal**, select **Preferences**.
3.  In the **SMS – Dialpad** section, configure the following options:

#### Default alias

Select the default SMS alias used when sending messages. If multiple aliases are configured, they appear in the dropdown.

#### Undo send

Set a delay window to cancel a message before it sends.

Available options:

*   Deactivated
*   10 seconds
*   20 seconds
*   30 seconds
*   60 seconds

#### Default send action

Choose what happens when you send a message:

*   **Send** — Sends the message.
*   **Send + Mark done** — Sends the message and marks the conversation as done.
*   **Send + Snooze** — Sends the message and snoozes the conversation.