Dialpad

What you can build

• Summarize the call as it ends

  A call event in the recap_summary or call_transcription state carries the summary and transcript. The operator reads it and proposes a note for the record you pick.

  With Call Summary

• Act on a queue backing up

  The operator polls call center status for queued calls and the longest wait. Past your threshold, it proposes duty status changes for a supervisor to approve.

  With Breach Watch, Intraday Balance

• Call back a low CSAT score

  When a csat event reports a low score, the operator drafts a return call through POST /api/v2/call and holds it until a lead approves.

  With Detractor Callback

• Report on dispositions weekly

  A stats export by call center returns dispositions and csat for the period. The operator proposes the week's read with the export id as evidence.

  With Contact Drivers

Requirements

• A Dialpad company with a Company Admin who can create API keys under Admin Settings > My Company > Authentication > API Keys
• The recordings_export scope on the key if call events should include recording URLs
• The message_content_export or message_content_export:all scope to read SMS text; without it, content is excluded
• A public HTTPS endpoint for webhooks, or a WebSocket client that refreshes its connection token every hour

Authentication

An API key created by a Company Admin, sent as a bearer token in the Authorization header, or an OAuth 2.0 authorization code flow with scopes such as recordings_export and calls:list.

Limits

• Rate limit is 20 requests per second per company; initiating calls is capped at 5 per minute per user target
• Subscriptions are capped at 100 per type across all targets in a company, and 10 per type when targeting the company itself
• Agent status events can only be subscribed at company level, not per call center
• WebSocket connection tokens expire one hour after issue and the connection is closed after one hour

Questions and answers

How does Dialpad deliver events?

Through event subscriptions. You create a webhook with a hook_url and secret, then a subscription per event type: call, SMS, contact, agent status, or change log. Events arrive as JWTs signed with your secret. A WebSocket option delivers the same events without a public endpoint; its tokens expire after one hour.

Which rate limits apply?

Dialpad documents 20 requests per second per company. Endpoint limits also apply: create contacts 100 per minute, initiate calls 5 per minute per user target, send SMS 100 per minute. Transcript and call center status reads allow 1200 per minute. Dialpad reserves the right to change these.

Can the connector read a call recording?

Call events include recording details when the API key carries the recordings_export scope. Transcripts come from GET /api/v2/transcripts/{call_id}. Recording share links are a separate resource in the API reference.