I like that you can have a live call while still working in other apps. and that if given the option of voicemail drops. I also like the option of being able to check how many calls a day I am making and being able to go back and listen to past calls as well. Review collected by and hosted on G2.com.

There are times when Im calling and the Voicemail drop button disappears from my options bar, and I end up having to record the voicemail manually and then restart the app to get it working again, it isnt a huge problem but it does cause me extra work and time trying to get it back online. Review collected by and hosted on G2.com.

I love the round robin feature and the way I am able to use it for support across teams. Review collected by and hosted on G2.com.

I don't like that I'm not able to schedule text messages and also that I can't have more professional canned responses I can use across the teams. Review collected by and hosted on G2.com.

The visibilty of seeing where the emails are with consultants and the ability to easily review and retrieve recordings. It is also great for team members with the AI transcription so they can go back and review if needed. Review collected by and hosted on G2.com.

Not being able to have an internal company email directory with email addresses and formatting in emails. It was great to see the implementation of colour and more font. Review collected by and hosted on G2.com.

In the majority of cases I've had I get accurate and timely support for Dialpad Review collected by and hosted on G2.com.

Users have a hard time getting in touch with dialpad support at times. Review collected by and hosted on G2.com.

It's great that they have the option to call a real person as well as the online chat. Once you get someone to talk to, their support is generally responsive, clear, and willing to stay with an issue until there’s a definitive answer, even when that answer is “this is a current limitation.” Review collected by and hosted on G2.com.

Like all companies these days, they have an AI chatbot on their site that is often times less than helpful and you have to push to get connected to a real person to get your questions answered. Review collected by and hosted on G2.com.

I really appreciate the real-time visibility that Dialpad Support offers. The live dashboards are very helpful because they make it easy to see who’s available, how long customers are waiting, and where any bottlenecks might be forming, allowing us to react quickly instead of just guessing. The call transcripts and recordings are great, making coaching a lot easier and cutting down on back-and-forth when issues need reviewing. I also like how simple it is to adjust call routing or queue settings without needing any technical help. The setup feels like it's truly built for teams that manage support volume daily, not just handle basic call operations. Review collected by and hosted on G2.com.

There are a few areas that could be stronger. The reporting covers the basics, but if you want more advanced analytics or highly customized reports, it can feel limited without exporting data elsewhere. The AI transcripts are helpful, but they’re not flawless, especially with technical terms or strong accents. Integrations are decent, though in some cases they don’t go as deep as we’d like, which means a bit of manual work still happens between systems. And like most cloud-based platforms, call quality depends heavily on internet stability, so when connections dip, it’s noticeable. None of this breaks the system, but there’s room to refine it. Review collected by and hosted on G2.com.

Clear visibility on the team schedule. Quite easy to manage. Review collected by and hosted on G2.com.

Moving from Surfboard to Dialpad wasn't really smooth for me. Hard to log in etc. Review collected by and hosted on G2.com.

Transcripts and employee video recording while on call. Review collected by and hosted on G2.com.

I wish the transcripts can be done in Spanish! Review collected by and hosted on G2.com.

It allows me to communicate through calls, texts, SMS, or chat. It’s easy to use, and I really like the AI transcription during calls especially when it’s difficult to understand the customer because it helps me get the gist of what they’re calling about. Review collected by and hosted on G2.com.

During integration with the Front app, it sometimes runs into errors. Review collected by and hosted on G2.com.

I love that they stay up to date with feature requests like the callback feature, AI transcription and real time assists for the agents! Review collected by and hosted on G2.com.

I REALLY WISH there was a way for the incoming text messages to go back to the last person that spoke to them and give them a notification OR allow supervisors to assign them! Review collected by and hosted on G2.com.