What Dialpad Support does
Dialpad Support is an AI-enabled contact-center product for voice and digital engagement, routing, recording, real-time coaching, summaries, quality tools, workforce management, and contextual handoff.
Dialpad Support is the company's contact-center product, separate from Connect for business communications and Sell for sales teams. It combines queues, IVR, digital channels, recording, monitoring, analytics, coaching, workforce options, and AI features built around real-time conversation processing. Optional AI Agents add autonomous voice or digital resolution and workflow actions.
Dialpad's current official information lists Support Essentials at $80, Advanced at $115, and Premium at $150 per user monthly with annual billing; monthly rates are higher. Calls can carry per-minute charges, and AI Agent, WFM, screen capture, AI CSAT, scorecards, integrations, regions, implementation, and enterprise terms may be separately priced.
The Trust Center describes security, privacy, compliance, AI governance, evaluation, and red-team materials. Dialpad also documents customer-controlled AI training preferences: eligible conversation data may be used when administrators and users opt in, while BAA customers cannot enable training. Confirm the precise data classes, anonymization, region, retention, subprocessors, redaction, recording consent, legal terms, and opt-out configuration.
Transcripts, sentiment, inferred CSAT, scorecards, and coach cards are estimates, not objective truth. They can fail across accents, languages, noise, emotion, disability, or unusual interactions and can unfairly affect workers. Keep appeals and original evidence, prohibit automatic employment decisions, validate critical facts and tool actions, and make a reliable human path available. This listing reflects official documentation, not account-level testing.
How Dialpad Support works
Dialpad routes configured inbound and outbound voice or digital interactions to self-service, an AI agent, or a human queue. Its AI processes conversation audio and messages to create real-time transcripts, sentiment signals, live coach cards, summaries, action items, scorecards, and analytics according to plan and settings. CRM and workflow integrations can log context or trigger bounded work, and an AI agent can perform configured frontline tasks before a contextual handoff. Administrators control recording, training preferences, access, retention, and integrations; people verify transcripts, summaries, scores, identity, and actions.
How to set up Dialpad Support
Define channels and governance
Map queues, recordings, consent, retention, employee notice, languages, identity, actions, integrations, handoff, and success measures.
Choose plan and add-ons
Compare Support editions and estimate calls, numbers, AI Agent, WFM, QA, screen capture, integrations, implementation, and support.
Configure identity and privacy
Set SSO, roles, recording access, retention, redaction, regional availability, AI training preferences, audit, and least-privilege connectors.
Pilot conversation features
Enable transcription, summaries, coaching, or automation for a representative queue and create evidence-based review and correction procedures.
Test edge cases
Exercise noise, accents, languages, interruptions, sensitive data, ambiguous sentiment, prompt attacks, failed integrations, and human transfer.
Monitor people and outcomes
Review corrections, scoring disputes, routing, transfers, actions, complaints, subgroup errors, latency, usage, and model or policy changes.
Dialpad Support FAQs
How much does Dialpad Support cost?
Current annual pricing starts at $80 per user monthly, with Advanced at $115 and Premium at $150. Calling, AI agents, WFM, add-ons, and services can add cost.
Which AI features are included?
Real-time transcription and summaries are broadly listed, while coach cards, sentiment, AI CSAT, scorecards, screen capture, and other features vary by plan or add-on.
Can Dialpad use conversations to improve its AI?
Eligible customers can control training preferences. Official help says opt-in is not required for AI features and BAA customers cannot enable AI training.
Does Dialpad Support include an autonomous AI agent?
Dialpad markets AI Agents as a distinct option alongside Support. Confirm channels, included usage, action scope, handoff, and pricing in the quote.
Can AI score employee performance automatically?
It can generate quality and CX signals, but organizations should validate them, retain source evidence, provide appeals, and avoid unreviewed consequential employment decisions.
Was Dialpad Support tested hands-on?
No. This is a documentation-based review of official product, pricing, feature, help, security, privacy, and AI-training materials.
Listing reviewed 2026-08-24. Product details and pricing can change; verify important terms on the provider's website.
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