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Connect PolyAI to Dialpad to automate voice interactions through Dialpad’s cloud communications platform.
Dialpad integration is available through the quick setup flow in Agent Studio. Go to Configure > Integrations and click Dialpad to get started.

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Quick setup

Agent Studio provides click-based integration with Dialpad:
  1. Go to Configure > Integrations in the sidebar.
  2. Click the Dialpad card.
  3. Follow the guided setup flow to connect your Dialpad account.
  4. After setup, you’re routed to the Handoffs page to configure call routing.
The quick setup handles authentication and basic configuration. For advanced settings, continue with the manual configuration below.

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Prerequisites

Before integrating:
  • Active Dialpad account with admin access
  • PolyAI project with a configured agent
  • Phone numbers provisioned in Dialpad

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How it works

When integrated, PolyAI handles incoming calls routed from Dialpad:
  1. Caller dials a Dialpad number
  2. Dialpad routes the call to PolyAI
  3. PolyAI agent handles the conversation
  4. If needed, the agent transfers back to Dialpad for human handoff

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Configuring handoffs

After integration, configure how calls transfer back to human agents:
  1. Go to Build > Call Handoffs.
  2. Create handoff destinations for different scenarios.
  3. Map destinations to Dialpad queues or agents.
See Call handoffs for detailed configuration options.

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Testing the integration

  1. Make a test call to your Dialpad number.
  2. Verify the call routes to your PolyAI agent.
  3. Test a handoff scenario to confirm transfers work.
  4. Review the call in Analytics > Conversations.

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Troubleshooting

IssueSolution
Calls not reaching PolyAIVerify Dialpad routing configuration
Handoffs failingCheck handoff destination mapping in Call Handoffs
Audio quality issuesReview network connectivity and codec settings