Dialpad

Dialpad transcribes calls, and your assistant can fetch the call record and its transcript by ID, or fetch the transcript URL when you want the file itself. From there it can pull out what was agreed, what was promised, and what the other person asked for that nobody wrote down. Reading a transcript changes nothing in Dialpad.

What you end up with. The call in writing, with the commitments and open questions pulled out as a short list you can act on.

Start with it bringing you the information and you deciding.

Never without. Check the transcript against the recording before you quote anybody. Automatic transcription mishears names, numbers, and the word not, and all three change what the call meant.

Built on: Fetch call byid / Fetch call transcript by id / Fetch transcript url by call id

It can read the call centers on the account, get the live status of one, list the operators attached to it, and check whether a given person is on duty or off. That answers the question you are really asking during a spike, which is not how many calls are waiting but who is actually available to take them and who is marked away.

What you end up with. A current picture of the line: status, staffing, and who is on duty against who is marked away, at the moment you asked.

Start with it bringing you the information and you deciding.

Never without. Read it as a snapshot taken when you asked. Duty status moves minute by minute, and a screenshot of it from ten minutes ago has been wrong for nine of them.

Built on: Retrieve call centers information / Get call center status by id / Retrieve callcenter operators by id / Retrieve operator duty status / Retrieve off duty status by office id

It can pull historical call records with duration, participants, and timestamps, fetch the statistics for a team or a call center, and list the scheduled reports already configured so you find out whether the number you need is being generated already. Use it for the shape of the month: when the volume lands, which lines take it, how much of it repeats.

What you end up with. A written read of the month's call volume by line and time of day, and a note of which existing scheduled report already covers it.

Start with it bringing you the information and you deciding.

Never without. Keep this about the volume, not about ranking the people who took it. Call statistics say nothing about which conversations were hard, and a per-person league table built from them measures the wrong thing.

Built on: Retrieve call information / Retrieve stat by id / Fetch scheduled reports / Retrieve schedule report by id

Dialpad supports labels on calls, and your assistant can read the available labels and apply them. The detail that matters is that applying labels replaces whatever was on the call, rather than adding to it, so a bulk pass over untagged calls is safe while a bulk pass over already-tagged ones quietly overwrites them.

What you end up with. Calls categorized against your own scheme, so the next report can be cut by reason rather than by volume alone.

Start with it doing the work and checking with you.

Never without. Never run a bulk labeling pass over calls that already carry labels. The action replaces the full set rather than appending to it, so it erases whatever somebody tagged by hand.

Built on: Get call labels / Retrieve call information / Attach labels to call

The whole setup is one instruction. It can check how many licenses the office has spare, create the user with their profile and office, assign them a number either by area code or a specific one, and add them as an operator to the office and to the call centers they belong in. Have it read the license count first, because the failure mode is a user created against a seat that does not exist.

What you end up with. A working user with a number, in the right office, on the right call centers, before their first morning.

Start with it doing the work and checking with you.

Never without. Confirm the office and the call centers by name before it creates anything. An operator added to the wrong call center starts taking calls they cannot answer, and the caller finds out first.

Built on: Get available licenses for an office / Create user with auto assign / Assign phone number to user / Add operator to office / Add operator to call center

It can read what they had, the user record and their devices, then unassign the phone number, remove the desk phone, take them off the call centers, and delete the user. Dialpad's own notes say what each one costs you: a deleted user can be restored for 72 hours and is anonymized after that, unassigning a number is irreversible, and removing a desk phone or a call center operator cannot be undone through the connection. Do it as two moves, the read and then the approved removals.

What you end up with. The seat released and the routing cleaned up, with a saved list of exactly what was removed and which number was freed.

Start with it doing the work and checking with you.

Never without. Never unassign a number before you know where its calls should go, and never delete the user until forwarding is in place, because unassigning is irreversible and the restore window on a deleted user is 72 hours. A departed salesperson's direct line is on business cards and in customers' phones, and once it is released the calls simply stop arriving.

Built on: Fetch user details by id / Retrieve user devices list / Unassign user phone number / Delete deskphone by user id / Delete operator from call center / Delete user by id

It can read the current block list, check whether a specific number is on it and when it was added, add numbers in bulk, and remove them again. The read half is the useful part most of the time, because the question behind a missing customer call is usually whether somebody blocked them months ago and nobody remembers.

What you end up with. A current block list you can actually read, with the nuisance numbers added and any wrongly blocked number found.

Start with it doing the work and checking with you.

Never without. Check each number against your customer records before blocking, and keep your own note of why a number was blocked before removing it from the list. A blocked customer gets no ring and no voicemail, and once an entry is removed the list no longer holds any record that it was ever there.

Built on: Retrieve blocked phone numbers / Retrieve blocked number details / Add blocked phone numbers / Remove blocked numbers

It can create a share link for a call review or a recording, set the privacy on it, read back the current state of an existing link, change that privacy later, and delete a link to revoke access. Ask it to read the link back after creating it, because the privacy setting is the whole thing and the difference between company-only and public is one field.

What you end up with. A share link at the privacy level you chose, confirmed by reading it back, and a record of which links exist and who they were made for.

Start with it doing the work and checking with you.

Never without. Never create a public link to a recording of a customer without checking your recording consent and the rules where they live. A public link needs no login, it stays live until somebody deletes it, and deleting it is permanent and does not reach anyone who already downloaded the file.

Built on: Create call review share link / Post recording share link / Get recording share link by id / Update recording share link privacy / Delete recording share link by id