WarmTransfer
ccaas platforms · published

Dialpad platform and AI features

Verified 2026-09-24 · 60 sources · tier 2

Also known as Dialpad AI, DialpadGPT.

Dialpad markets 4 product lines: Dialpad AI Agents, Dialpad Support (contact center), Dialpad Sell (sales outreach), and Dialpad Connect (business communications), using Dialpad AI as a cross-platform layer 49.

Core AI capabilities and DialpadGPT

Dialpad states that DialpadGPT powers native features such as call summaries, real-time coaching, sentiment analysis, and CSAT scoring 33. The platform's named AI features include AI Recaps, AI CSAT, AI Playbooks, AI Scorecards, AI Live Coach, and AI Transcription 7. WarmTransfer's reading of the sources is that Dialpad's in-house DialpadGPT positioning does not exclude third-party models, as Dialpad states that where it uses external AI models, it requires those providers to meet equivalent contractual and security protections 54​38.

Dialpad reports processing more than 10 billion AI-enabled conversations, generating more than 750 million AI Recaps, and calculating more than 470 million AI CSAT scores 9. Dialpad says DialpadGPT was built from years of its own call transcripts after anonymising them and removing personal information 35. Customers can opt out of having their data used for AI training through provisions in Dialpad's Privacy Policy 8.

Its September 2026 roundup introduced Digital Workflows, extending its voice workflow builder to web chat, email, and SMS 57.

AI Recaps and transcription

Dialpad states that Support, Connect, and Sell customers receive AI Recaps automatically 53. An AI Recap comprises a call summary, an AI call purpose, an AI outcome indicating resolved or needs follow-up, and recommended action items 50. Dialpad Deep Summaries offer an on-demand breakdown of a call or meeting organised into Q&A, topics, action items, and participants 51. Users can download an AI Recap as a PDF, export the full transcript as CSV, and edit or share individual sections 52.

  • AI Recap retrieval: The API returns a call's AI Recap at GET /api/v2/call/{id}/ai_recap 10. This endpoint requires the ai_recap OAuth scope and is rate limited to 12 requests per minute 19. It accepts a summary_format query parameter of short, medium, long, or bullet, defaulting to medium 20. The response includes a null_summary flag marking fallback summaries for calls too brief to summarise 18, fields indicating whether a user has edited them, and metadata documenting the source language model 17.
  • Call transcripts: The API returns transcripts at GET /api/v2/transcripts/{call_id} as lines typed transcript, moment, ai_question, custom_moment, or real_time_moment 21. The transcript GET endpoint is rate limited to 1200 requests per minute 22.

Dialpad AI Agents and agentic tooling

On 2026-03-03, Dialpad announced Skill Mining, Proving Ground, Agent Studio, Guardian, and closed-loop analytics for its agentic AI platform, stating they were available immediately 2. Within this suite, Agent Studio handles no-code agent building across voice and digital channels, Skill Mining identifies use cases by mining historical conversations, Proving Ground tests agents prior to deployment, and Guardian supervises live AI interactions 1.

Dialpad's marketing materials cite a 62 percent AI Agent deflection rate without stating the sample or methodology 4. When Dialpad AI Agents cannot resolve a conversation, they escalate to human agents with full context and a complete transcript 5. Dialpad does not publish a list price for AI Agents and directs prospective buyers to sales 6. Billing operates on a conversation basis: customers purchase a pool of AI Agent Credits, and a conversation is billable only when the AI retrieves information or executes an action, such as scheduling, routing, or an order lookup 3.

Developer platform, authentication, and routing

Dialpad OAuth uses /oauth2/authorize, /oauth2/token, and /oauth2/deauthorize on sandbox.dialpad.com for sandbox and dialpad.com for production 43. The authorization code returned in Dialpad's three-legged OAuth flow is valid for 1 minute 42. Dialpad recommends PKCE (code_challenge and code_verifier per RFC 7636) for authorization 44. Refresh tokens are issued only when the offline_access scope is granted; each refresh returns both a new access token and a new refresh token 45. For internal single-company use cases, administrators can provision an API key instead of implementing OAuth 11.

API rate limits

Dialpad enforces a baseline rate limit of 20 requests per second per company across all endpoints 15.

Endpoint / Operation Rate limit Scope / Constraints
Transcripts (GET /api/v2/transcripts/{call_id}) 1200 requests per minute Endpoint-specific cap 22
AI Recap (GET /api/v2/call/{id}/ai_recap) 12 requests per minute Requires ai_recap OAuth scope 19
API-initiated calls 5 per minute Per user target 14
SMS sending 100 per minute Endpoint limit 12
Callbacks to a specific number 5 per minute Target limit 12
Callbacks to a call center 100 per minute Target limit 12
Callbacks to a company 1000 per minute Company-wide target limit 12
Call router configuration update Once per 5 minutes Per call router 13

Dialpad reserves the right to change published rate limits 16. WarmTransfer's reading of the sources is that because the transcript endpoint's limit of 1200 requests per minute equals the overall company limit of 20 requests per second, a bulk transcript export can consume a company's entire API allowance and starve other integrations 41.

Call events and API call routing

Event subscriptions can be established through webhooks or websockets, with websocket endpoints supporting list, create, get, update, and delete calls 24​56. Webhooks deliver JSON or JWT payloads, configured by first creating a webhook and then registering a call event subscription via the API 24. Subscriptions can target an entire company, a specific office, or individual call centers and users 26. In call event payloads, each call represents a single call leg, and a master call ID identifies the original call across transfers 25.

  • Telephony states: calling, ringing, connected, merged, hold, queued, missed, parked, voicemail, recording, eavesdrop, monitor, barge, and takeover 27.
  • AI states: recap_summary, recap_outcome, recap_purposes, recap_action_items, and ai_playbook 23.

A Dialpad API call router's endpoint may answer with route (directing the call to a Dialpad user, department, call center, or office), forward (sending to an E.164 number), ask (playing a text-to-speech prompt and collecting DTMF), or end 28. If configured with a secret, Dialpad delivers a signed JWT payload to the routing endpoint instead of standard JSON 30. A call router is automatically disabled if its endpoint takes longer than 5 seconds to reply or fails more than 10 times in an hour, after which inbound traffic redirects to a configured default target 29. WarmTransfer's reading of the sources is that production call routers should always have a default target configured alongside monitoring to catch when an endpoint becomes disabled 40.

Security, data residency, and compliance

Dialpad stores all permanent customer data—including call records, recordings, and transcripts—in the United States on Google Cloud Platform with daily backups 32. Transient data passing through its data centers is retained for no more than 72 hours 55. WarmTransfer's reading of the sources is that non-US data residency should be treated as unconfirmed rather than assumed available, as public security documentation specifies only US permanent data storage 39.

VoIP calls and in-transit web traffic are encrypted using TLS, and application data at rest is protected with AES 256-bit encryption 36. Dialpad states it maintains SOC 2 Type II compliance and undergoes annual certification against ISO 27001:2022, ISO 27017:2015, and ISO 27018:2019 31. Dialpad describes its platform as HIPAA-ready and makes a Business Associate Agreement available to customers 37.

See also

Applicability

Applies to: Dialpad platform, DialpadGPT, Dialpad AI, Dialpad Support, Dialpad AI Recaps, Dialpad API, Dialpad AI Agents, and Dialpad API call routers. Deployments: multi-tenant. Sources checked 2026-09-24. The Business Associate Agreement and HIPAA-ready status are documented specifically for the United States region 37.

What remains uncertain

Which AI features are included in each Connect, Support, and Sell plan tier is not covered by the sources below. The exact billable-session definition for AI Agent voice and digital credits is not covered by the sources below. Languages supported per Dialpad AI feature across transcription, recaps, and agents are not covered by the sources below. Whether Dialpad offers EU, UK, or APAC data residency for permanent data is not covered by the sources below. Dynamic E911 client coverage and location methods are not covered by the sources below. The PSTN connectivity model and any BYOC or SIP trunk options are not covered by the sources below. The specific mechanics of AI Agent handoff to human agents, including supported target types, queues, and context payloads beyond the transcript, are not covered by the sources below. Which specific AI features are covered under the Dialpad Business Associate Agreement is not covered by the sources below.

See also

Informs

Peer platform

Referenced by

Sources

  1. 1
    In Dialpad's agentic tooling, Agent Studio is no-code agent building for voice and digital, Skill Mining mines historical conversations for use cases, Proving Ground tests agents before deployment and Guardian supervises live AI interactions.
    AI Voice Agents & Digital Agents for Contact Centers · Builder tooling section · Checked 2026-09-24
  2. 2
    On 2026-03-03 Dialpad announced Skill Mining, Proving Ground, Agent Studio, Guardian and closed-loop analytics for its agentic AI platform, stated as available now.
    Dialpad Advances Agentic AI Platform to Empower Enterprises to Move from Pilot to Production · Dateline and announced capabilities bullets · Checked 2026-09-24
  3. 3
    Dialpad AI Agents use conversation-based pricing: customers buy a pool of AI Agent Credits and a conversation is billable only when the AI retrieves information or executes an action such as scheduling, routing or order lookup.
    Dialpad Plans & Pricing · AI Agent pricing section · Checked 2026-09-24
  4. 4
    Dialpad's AI marketing page cites a 62 percent AI Agent deflection rate without stating the sample or methodology.
    Dialpad AI: Platform-Native AI Powering AI Agents, CCaaS & UCaaS · Key statistics block · Checked 2026-09-24
  5. 5
    Dialpad AI Agents escalate conversations they cannot resolve to human agents with full context and a complete transcript.
    AI Voice Agents & Digital Agents for Contact Centers · Escalation and handoff section · Checked 2026-09-24
  6. 6
    Dialpad does not publish a list price for AI Agents; the LLM info page directs buyers to contact sales.
    LLM Info Page | Dialpad (Official Information About Dialpad) · Plan tiers section - AI Agents · Checked 2026-09-24
  7. 7
    Dialpad's named AI features include AI Recaps, AI CSAT, AI Playbooks, AI Scorecards, AI Live Coach and AI Transcription.
    Dialpad AI: Platform-Native AI Powering AI Agents, CCaaS & UCaaS · Features listed section · Checked 2026-09-24
  8. 8
    Dialpad states customers can opt out of having their data used for AI training, as described in its Privacy Policy.
    How DialpadGPT Keeps Your Data Secure · Section 'You're in control of your data' · Checked 2026-09-24
  9. 9
    Dialpad reports having processed more than 10 billion AI-enabled conversations, generated more than 750 million AI Recaps and more than 470 million AI CSAT scores.
    Dialpad AI: Platform-Native AI Powering AI Agents, CCaaS & UCaaS · Training data scale / statistics block · Checked 2026-09-24
  10. 10
    The Dialpad API returns a call's AI Recap at GET /api/v2/call/{id}/ai_recap.
    Call -- Get Ai Recap · HTTP method and path · Checked 2026-09-24
  11. 11
    For use within a single company, a Dialpad administrator can create an API key instead of implementing OAuth.
    Token Generation via OAuth · API key alternative paragraph · Checked 2026-09-24
  12. 12
    Dialpad limits SMS sends to 100 per minute, callbacks to a specific number to 5 per minute, callbacks to a call center to 100 per minute and callbacks to a company to 1000 per minute.
    Rate Limits · Endpoint-specific limits table - Send SMS and Callback rows · Checked 2026-09-24
  13. 13
    Updating a call router's configuration through the API is limited to once per 5 minutes.
    Rate Limits · Endpoint-specific limits table - Update callrouter config · Checked 2026-09-24
  14. 14
    API-initiated calls are limited to 5 per minute per user target.
    Rate Limits · Endpoint-specific limits table - Initiate calls · Checked 2026-09-24
  15. 15
    The Dialpad API applies a general rate limit of 20 requests per second per company across all endpoints.
    Rate Limits · General rate limit · Checked 2026-09-24
  16. 16
    Dialpad reserves the right to change its published API rate limits.
    Rate Limits · Closing reservation statement · Checked 2026-09-24
  17. 17
    AI Recap API fields record whether a user has edited them, and the metadata includes the source language model.
    Call -- Get Ai Recap · Response fields - edit status and metadata · Checked 2026-09-24
  18. 18
    The AI Recap response carries a null_summary flag marking a fallback summary for calls too brief to summarise.
    Call -- Get Ai Recap · Response - summary.null_summary · Checked 2026-09-24
  19. 19
    The AI Recap endpoint requires the ai_recap OAuth scope and is rate limited to 12 requests per minute.
    Call -- Get Ai Recap · Requirements - scope and rate limit · Checked 2026-09-24
  20. 20
    The AI Recap endpoint accepts a summary_format query parameter of short, medium, long or bullet, defaulting to medium.
    Call -- Get Ai Recap · Query parameter summary_format · Checked 2026-09-24
  21. 21
    The Dialpad API returns a call transcript at GET /api/v2/transcripts/{call_id} as lines typed transcript, moment, ai_question, custom_moment or real_time_moment.
    Call Transcript -- Get · HTTP method and path; response lines.type · Checked 2026-09-24
  22. 22
    The transcript GET endpoint is rate limited to 1200 requests per minute.
    Call Transcript -- Get · Rate limit · Checked 2026-09-24
  23. 23
    Dialpad call events include AI-driven states recap_summary, recap_outcome, recap_purposes, recap_action_items and ai_playbook.
    Call Events · Event states list · Checked 2026-09-24
  24. 24
    Call events are delivered to webhooks as JWT or JSON payloads, and receiving them requires creating a webhook and then a call event subscription via the API.
    Call Events · Delivery and security section · Checked 2026-09-24
  25. 25
    In Dialpad call events each call is a single call leg, and a master call ID references the original call in transfer scenarios.
    Call Events · Key terminology section · Checked 2026-09-24
  26. 26
    Call event subscriptions can target an entire company, a specific office, or individual call centers and users.
    Call Events · Subscription scope section · Checked 2026-09-24
  27. 27
    Dialpad call event states also cover telephony lifecycle states including calling, ringing, connected, merged, hold, queued, missed, parked, voicemail, recording, eavesdrop, monitor, barge and takeover.
    Call Events · Event states list · Checked 2026-09-24
  28. 28
    A Dialpad API call router's endpoint may answer with route (to a Dialpad user, department, call center or office), forward (to an E.164 number), ask (TTS prompt with DTMF collection) or end.
    Call Routing via APIs · Response actions section · Checked 2026-09-24
  29. 29
    A Dialpad API call router is automatically disabled if its endpoint takes more than 5 seconds to respond or fails more than 10 times in an hour, after which calls go to the configured default target.
    Call Routing via APIs · Timeout and fallback section · Checked 2026-09-24
  30. 30
    When a call router is configured with a secret, Dialpad sends a signed JWT payload to the routing endpoint instead of raw JSON.
    Call Routing via APIs · Security (signing secret) section · Checked 2026-09-24
  31. 31
    Dialpad states it holds SOC 2 Type II and is certified annually against ISO 27001:2022, ISO 27017:2015 and ISO 27018:2019.
    Dialpad Security: Secure Business Communications · Certifications and compliance standards section · Checked 2026-09-24
  32. 32
    Dialpad stores all permanent customer data, including call records, recordings and transcripts, in the United States on Google Cloud Platform with daily backups.
    Dialpad Security: Secure Business Communications · Data storage and location section · Checked 2026-09-24
  33. 33
    Dialpad states DialpadGPT powers native features including call summaries, real-time coaching, sentiment analysis and CSAT scoring.
    LLM Info Page | Dialpad (Official Information About Dialpad) · Dialpad AI and DialpadGPT section · Checked 2026-09-24
  34. 34
    Dialpad describes DialpadGPT as its proprietary, fine-tuned large language model developed in-house for business conversations.
    LLM Info Page | Dialpad (Official Information About Dialpad) · Dialpad AI and DialpadGPT section · Checked 2026-09-24
  35. 35
    Dialpad says DialpadGPT was built from years of its own call transcripts after anonymising them and removing personal information.
    How DialpadGPT Keeps Your Data Secure · Section 'GenAi training data? Anonymized' · Checked 2026-09-24
  36. 36
    Dialpad encrypts VoIP calls and in-transit web requests with TLS and stores application data at rest with AES 256-bit encryption.
    Dialpad Security: Secure Business Communications · Encryption section · Checked 2026-09-24
  37. 37
    Dialpad describes its products as HIPAA-ready and offers a Business Associate Agreement.
    Dialpad Security: Secure Business Communications · Certifications and compliance standards section - HIPAA · Checked 2026-09-24
  38. 38
    Dialpad's in-house DialpadGPT positioning does not exclude third-party models, since Dialpad's own counsel writes about contractual terms for external models it uses.inferred
    How DialpadGPT Keeps Your Data Secure · Section 'Compliance Across Models' · Checked 2026-09-24
  39. 39
    Dialpad's public security page documents only US storage of permanent data, so non-US data residency should be treated as unconfirmed rather than assumed available.inferred
    Dialpad Security: Secure Business Communications · Data storage and location section · Checked 2026-09-24
  40. 40
    Given the 5 second timeout and automatic disabling, any production Dialpad API call router should have a default target configured and monitoring that detects when it is disabled.inferred
    Call Routing via APIs · Timeout and fallback; error recovery sections · Checked 2026-09-24
  41. 41
    Because the transcript endpoint's 1200 per minute limit equals the 20 requests per second company-wide cap, a bulk transcript export can consume a company's whole API budget and starve other integrations.inferred
    Rate Limits · General rate limit, read with transcriptsget rate limit · Checked 2026-09-24
  42. 42
    The authorization code returned in Dialpad's three-legged OAuth flow is valid for one minute.
    Token Generation via OAuth · Authorization flow - step 2 · Checked 2026-09-24
  43. 43
    Dialpad OAuth uses /oauth2/authorize, /oauth2/token and /oauth2/deauthorize on sandbox.dialpad.com for sandbox and dialpad.com for production.
    Token Generation via OAuth · Endpoints section · Checked 2026-09-24
  44. 44
    Dialpad recommends PKCE (code_challenge and code_verifier per RFC 7636) for its OAuth authorization flow.
    Token Generation via OAuth · PKCE support section · Checked 2026-09-24
  45. 45
    Dialpad issues refresh tokens only when the offline_access scope is granted, and a refresh returns a new access token and a new refresh token.
    Token Generation via OAuth · Token refresh section · Checked 2026-09-24
  46. 46
    Dialpad lists Connect at 15 to 25 USD per user per month billed annually and 27 to 35 USD per user per month billed monthly.
    LLM Info Page | Dialpad (Official Information About Dialpad) · Plan tiers section - Connect · Checked 2026-09-24
  47. 47
    Dialpad lists Sell at 39 to 150 USD per user per month billed annually and 49 to 170 USD per user per month billed monthly.
    LLM Info Page | Dialpad (Official Information About Dialpad) · Plan tiers section - Sell · Checked 2026-09-24
  48. 48
    Dialpad lists Support at 80 to 150 USD per user per month billed annually and 95 to 170 USD per user per month billed monthly.
    LLM Info Page | Dialpad (Official Information About Dialpad) · Plan tiers section - Support · Checked 2026-09-24
  49. 49
    Dialpad markets four product lines: Dialpad AI Agents, Dialpad Support (contact center), Dialpad Sell (sales outreach) and Dialpad Connect (business communications), with Dialpad AI as a cross-platform layer.
    LLM Info Page | Dialpad (Official Information About Dialpad) · Core product names section · Checked 2026-09-24
  50. 50
    A Dialpad AI Recap comprises a call summary, an AI call purpose, an AI outcome indicating resolved or needs follow-up, and recommended action items.
    AI Recaps: Summary and Action Items for Every Call · Components section · Checked 2026-09-24
  51. 51
    Dialpad Deep Summaries give an on-demand, more detailed breakdown of a call or meeting organised into Q&A, topics, action items and participants.
    AI Recaps: Summary and Action Items for Every Call · Components section - Deep Summaries · Checked 2026-09-24
  52. 52
    An AI Recap can be downloaded as a PDF, its full transcript exported as CSV, and individual sections edited and shared.
    AI Recaps: Summary and Action Items for Every Call · Languages, editing and sharing section · Checked 2026-09-24
  53. 53
    Dialpad states that Support, Connect and Sell customers get AI Recaps automatically.
    AI Recaps: Summary and Action Items for Every Call · Product availability section · Checked 2026-09-24
  54. 54
    Dialpad says that where it uses external AI models it requires those providers to meet the same contractual and security protections.
    How DialpadGPT Keeps Your Data Secure · Section 'Compliance Across Models' · Checked 2026-09-24
  55. 55
    Dialpad holds transient customer data passing through its data centers for no more than 72 hours.
    Dialpad Security: Secure Business Communications · Data storage and location section - transient data · Checked 2026-09-24
  56. 56
    Besides webhooks, Dialpad documents event subscriptions delivered over websockets, with list, create, get, update and delete endpoints.
    Dialpad developer documentation index (llms.txt) · Documents 'Event Subscriptions via Websocket' and 'Websocket -- List/Create/Get/Update/Delete' · Checked 2026-09-24
  57. 57
    Dialpad's September 2026 roundup introduced Digital Workflows, extending its voice workflow builder to web chat, email and SMS.
    What's New | Dialpad · September 2026 Roundup - WFM and operations items · Checked 2026-09-24
  58. 58
    Dialpad's September 2026 roundup lists Dynamic E911, which shares the caller's live location during an emergency call.
    What's New | Dialpad · September 2026 Roundup - Dynamic E911 item · Checked 2026-09-24
  59. 59
    Dialpad's June 2026 What's New roundup announced Japanese language support for Dialpad AI.
    What's New | Dialpad · June 2026 Roundup (June 4, 2026) · Checked 2026-09-24
  60. 60
    Dialpad added freeform LLM-based AI Scorecards in its June 2026 roundup and described AI Scorecards using LLM-based scoring in its August 2026 roundup.
    What's New | Dialpad · June 2026 Roundup and August 2026 Roundup - AI items · Checked 2026-09-24

Documents

tier 2 current vendor documentation

AI Recaps: Summary and Action Items for Every Call

Dialpad · accessed 2026-09-24

tier 2 current vendor documentation

AI Voice Agents & Digital Agents for Contact Centers

Dialpad · accessed 2026-09-24

tier 2 current vendor documentation

Call -- Get Ai Recap

Dialpad · 2026-09-17 · accessed 2026-09-24

tier 2 current vendor documentation

Call Events

Dialpad · 2025-12-12 · accessed 2026-09-24

tier 2 current vendor documentation

Call Routing via APIs

Dialpad · 2025-09-18 · accessed 2026-09-24

tier 2 current vendor documentation

Call Transcript -- Get

Dialpad · 2026-04-21 · accessed 2026-09-24

tier 2 current vendor documentation

Dialpad Advances Agentic AI Platform to Empower Enterprises to Move from Pilot to Production

Dialpad · 2026-03-03 · accessed 2026-09-24

tier 2 current vendor documentation

Dialpad AI: Platform-Native AI Powering AI Agents, CCaaS & UCaaS

Dialpad · accessed 2026-09-24

tier 2 current vendor documentation

Dialpad developer documentation index (llms.txt)

Dialpad · accessed 2026-09-24

tier 2 current vendor documentation

Dialpad Plans & Pricing

Dialpad · accessed 2026-09-24

tier 2 current vendor documentation

Dialpad Security: Secure Business Communications

Dialpad · accessed 2026-09-24

tier 2 current vendor documentation

How DialpadGPT Keeps Your Data Secure

Dialpad · accessed 2026-09-24

tier 2 current vendor documentation

LLM Info Page | Dialpad (Official Information About Dialpad)

Dialpad · 2026-09-01 · accessed 2026-09-24

tier 2 current vendor documentation

Rate Limits

Dialpad · 2025-09-18 · accessed 2026-09-24

tier 2 current vendor documentation

Token Generation via OAuth

Dialpad · 2026-09-23 · accessed 2026-09-24

tier 2 current vendor documentation

What's New | Dialpad

Dialpad · 2026-09-03 · accessed 2026-09-24

Cite this page

APA

WarmTransfer. (2026, September 24). Dialpad platform and AI features. WarmTransfer. https://warmtransfer.net/knowledge/dialpad-platform

BibTeX

@misc{warmtransfer-dialpad-platform,
  title  = {Dialpad platform and AI features},
  author = {{WarmTransfer}},
  year   = {2026},
  url    = {https://warmtransfer.net/knowledge/dialpad-platform},
  note   = {Verified 2026-09-24}
}