Help Center

Dialpad Integration

The Dialpad integration lets you connect your Dialpad account to LeadCenter to automatically sync call activity, play recordings, and make calls directly from contact records — so all call data lives in one place.

Once connected, completed Dialpad calls are logged in LeadCenter in real time and linked to the correct contacts whenever possible.

What the Dialpad Integration Does

• Automatic call history sync — Dialpad calls are logged under Calls in LeadCenter
• Call recording playback — Play recordings directly from contact timelines
• Recording downloads — Download call recordings as MP3 files
• Call transcription (optional) — Automatically transcribe calls using AI when enabled
• Click-to-call — Start Dialpad calls directly from phone numbers in LeadCenter
• Auto lead creation (optional) — Create new leads from unknown callers
• Internal team calls excluded — Calls between team members are skipped so call logs stay focused on external conversations

How the Integration Works

When a completed Dialpad call is imported into LeadCenter:

• The call record is sent to LeadCenter automatically
• LeadCenter checks the external phone number against existing contacts
• If a matching contact is found, the call is linked to that contact
• If no matching contact is found and automatic contact creation is turned off, the call is saved but stays unlinked
• If no matching contact is found and automatic contact creation is turned on, LeadCenter creates a new contact and links the call
• Recordings and transcriptions, when enabled and available, are attached to the call

All Dialpad calls appear in the Calls section of LeadCenter. Matched calls are also included in the related contact's communication history.

Connecting Dialpad to LeadCenter

1. Go to Settings → Integrations → Telephony.
2. Click the Dialpad integration card.
3. Click Connect and sign in to authorize access. Please make sure the connected user is an Admin.
4. You’ll be redirected to Dialpad to authorize LeadCenter.
5. After authorization, you’ll return to LeadCenter and the integration will be active.

Firm-level integration: Only one Dialpad Connect account needs to be connected per firm. Individual users do not need to connect their own accounts.

Note: LeadCenter uses secure OAuth 2.0 authentication. You can disconnect Dialpad at any time without deleting existing call history.

Making Calls from LeadCenter

You can start Dialpad calls directly from LeadCenter:

1. Click any phone number in a contact record.
2. Select Dialpad from the call options.
3. The Dialpad app opens automatically and places the call.

LeadCenter uses the dialpad:// protocol to initiate calls in the Dialpad app.

Viewing Call History

All synced Dialpad calls appear under Leads → Calls. For each call, you can:

• View call direction, duration, and timestamps
• See which contact the call was associated with
• Filter calls to show only Dialpad activity

Playing and Downloading Recordings

For calls with recordings, LeadCenter provides built-in playback tools:

• Play recordings directly in the call details view
• Adjust playback speed (0.5x to 2x)
• Download recordings as MP3 files

Call Transcription

If Call Transcription is enabled on your account, Dialpad call recordings are automatically transcribed using AI.

Transcriptions include:

• Full transcript — Complete text of the conversation
• Speaker identification — Distinguishes between caller and agent
• Confidence scores — Indicates transcription accuracy

Transcriptions appear in the call details view and can be used for:

• AI call summaries
• Task generation
• Follow-up email drafts

Integration Settings

In the Dialpad integration settings, use Create leads automatically when fetching calls to control whether LeadCenter creates a new contact when a call comes from an unknown phone number.

This setting controls new contact creation only. LeadCenter still matches Dialpad calls to existing contacts by phone number even when automatic creation is turned off.

• If a matching contact is found, the call is linked to that contact.
• If no matching contact is found and automatic creation is turned off, the call remains unlinked.
• If no matching contact is found and automatic creation is turned on, LeadCenter creates a new contact and links the call.

Disconnecting Dialpad

To disconnect your Dialpad account:

1. Go to Settings → Integrations → Telephony.
2. Click the Dialpad integration card.
3. Click Disconnect.

Existing call logs will remain in LeadCenter, but new Dialpad calls will no longer sync.

Need Help?

If you have questions about the Dialpad integration or need help with setup, contact support@leadcenter.ai.