Who can do this? Tech admin
Prerequisites
Your Gong users must also meet the requirements in Dialpad for their calls to be recorded.
Dialpad automatically records calls made from mainline, department, call center and individual direct lines when the line owner has a Dialpad Sell license and belongs to a coaching team (available on Pro and Enterprise plans).
Go here for more information on Dialpad coaching teams.
Set up Dialpad
Get an API key from Dialpad:
Submit a ticket to Dialpad Support
Inform Support you are a Gong customer and require API access
Import users to Gong. Make sure Gong users are set to have their calls recorded before integrating Dialpad in Gong.
Click Company settings > Data capture > Telephony systems.
Click + Add telephony system.
Select Dialpad.
Enter the Token.
To limit the calls brought into Gong to only calls with known CRM contacts, select Import calls only for call participants defined in your CRM.
Click CONNECT.
Set up Dialpad (SMS)
Go to Company settings > Data capture > Telephony systems.
Click + Add telephony system and select Dialpad (SMS).
If you set up the Dialpad integration, use the same token you used to set up the Dialpad integration, otherwise, get a token from Dialpad support.
Click CONNECT.
Supported dialer features
This table lists how different features are supported. See Supported dialer features for more details of each feature.
Feature | Description | Supported |
|---|---|---|
Additional call types | In addition to regular calls, imports:
| No |
Call disposition | Imports the call outcome | No |
Purpose | Imports the call purpose | No |
Call direction | Indicates whether the call is inbound or outbound | No |
Transferred to other people | Calls that are transferred can be ingested to Gong as
The call participants are either:
| Call imported as one single file |
Import past calls | When setting up the integration, automatically imports the last 90 days of calls | Yes |
Voicemail | No | |
User matching | The field in the call used to match the Gong user to the dialer user | Full name and Email |
Speaker experience | Indicates if the call is recorded using stereo or mono | Mono |
Must be connected through a CRM | Some systems must be connected through a CRM in order to make a call | No |