Using Dialpad in GOCare Connect

Quick Summary

GOCare Connect supports Dialpad’s Voice integration, enabling inbound and outbound calls and voicemails to flow directly into the platform. Call context is preserved, with recordings, AI summaries, and transcripts accessible within the conversation.

Making and Receiving Calls

• Click the dropdown next to Compose > New Call.

• Use the keypad or select a contact to dial out.

• Calls will appear in the assigned inbox conversation pane with options to mute, hold, or transfer.

When a call comes in:

• A pop-up call widget appears at the bottom left.

• Answer the call by either clicking Answer via Dialpad" on the chat widget, or by clicking "Answer" on the header section of the incoming message.

• The call auto-assigns within Connect to the agent who picked up.

• Conversation and call metadata (duration, transcript, etc.) appear immediately after.

Call Features

• Call recordings and AI-generated transcripts are shown in the conversation.

• Agents can comment directly on transcripts and use internal notes during or after the call.

Voicemail Handling

• Missed calls appear as Call missed or Voicemail conversations.

• Voicemails include Dialpad-generated transcripts and audio recordings.

• GOCare Connect will attempt to match inbound numbers with existing Contacts and integrate with the Insight Panel.

• Matching relies on exact formatting, including country codes and spacing.

• If no match is found, a new contact will be created with just the phone number.

💡 Contact names or details do not sync back from Dialpad to GOCare Connect.

• Agents must log into both Dialpad and GOCare Connect using the same email.

• Microphone access must be enabled in the browser.

• A Dialpad channel must be active in the agent’s inbox for them to make/receive calls.

• Status changes (Available, Busy, etc.) reflect based on Dialpad settings.

ℹ️ Agents must currently be logged into both apps simultaneously for full functionality.

Q: Why don’t I see transcripts or recordings?
A: These are only available if the feature is enabled in Dialpad, and may not appear for very short calls or if permissions are limited.

Q: Can I send media via SMS through Dialpad?
A: No. SMS/MMS through Dialpad is not supported in GOCare Connect. All message-based communication runs through the GOCare Messenger module.