Dialpad Connect Reviews & Product Details

The software is easy to use and configure. Voice quality is good. Review collected by and hosted on G2.com.

We had issues when we first switched to Dialpad, the sales team had flat out lied in order to get or business, and there was no attempt to honor their promises. We ended up building our own custom integration to make it work with Salesforce. But even substantially worse is the dishonesty and lack of integrity on how they run their business. They require an annual contract. Before the contract was due we were told we could not make any changes until the renewal time. And literally the day after it auto-renewed, we are told that you cannot make changes after renewal, we need to wait until the following year. So you can't believe anything your sales rep or support rep tells you. It turns out, our contract states we can request changes ONLY in the 45 day window prior to renewal. So review your contract, don't listen to your sales rep or your support rep! Review collected by and hosted on G2.com.

The AI-generated transcripts and insights are excellent. I also find the Salesforce integration straightforward and very helpful. Review collected by and hosted on G2.com.

There was a clear lack of implementation and support from their team. When we first adopted Dialpad, our organization was never properly set up, which resulted in low adoption rates and a general dissatisfaction with the product. On top of that, we encountered numerous technical issues. Clients frequently struggled to join Dialpad meetings, and calls would often drop. Service disruptions were also a common occurrence. Review collected by and hosted on G2.com.

Customers can click a link and it take them directly to the meeting, no messy software downloads or updates to worry about. Easy to schedule appointments. Review collected by and hosted on G2.com.

Call quality can be glitchy at times, though it has improved over the past year. My main issue is that I have Dialpad through T-Mobile, which makes the online customer support chat essentially useless. The same goes for the contact information within the Dialpad interface.

When I try to get answers to basic feature questions, I’m eventually referred (often well into a chat or call) to a T-Mobile support number. While T-Mobile reps have improved over time, initially they were unable to help at all, which was extremely frustrating.

I would prefer to sign up directly through Dialpad and discontinue service through T-Mobile, but no one seems able to assist with that. I should have been directed to Dialpad proper from the start. The partnership between T-Mobile and Dialpad creates a confusing support experience and is a real issue that needs to be addressed. Review collected by and hosted on G2.com.

It has similar features as slack for team collaboration - we have channels and can tag team members - threaded conversations are super important and help us talk about many things at once in the same channel, but keep them organized.

The fact that all our team members can call from the same shared phone numbers, but not all receive calls has been incredibly useful.

It has a simple interface, works all the time, we have had VERY few interruptions in the many years we have been using it.

Phone app is really great! Review collected by and hosted on G2.com.

The customer service is a little difficult, since we can't assign texts, or write internal notes on individual texts, voicemails or transcripts. We also can't link to text messages or calls when messaging the team in our channels. We ended up moving our text messages to a system that integrates with our Electronic Health Record, and has more task management features for customer service conversations. Review collected by and hosted on G2.com.

What I love most about Dialpad is the perfect balance between cutting-edge features and human-centric support. Their AI transcription is a total game-changer for my workflow, but it’s the back-end support that really sets them apart. Our account managers were amazing, making the often-nightmarish process of number porting and SMS registration feel completely seamless.

The desktop application is so intuitive and user-friendly that honestly, a kid could navigate it without a tutorial. Beyond the interface, the quality of service is rock-solid; we’ve experienced virtually zero drops, static, or distortion. Setting up complex call routing is surprisingly simple to configure, and the granular call reports give us exactly the visibility we need Review collected by and hosted on G2.com.

The only real downside is that the call forwarding structure—on both a user and administrative level—needs more development. As an administrator, I need more direct control to enable call forwarding to other devices, especially for transition periods when an employee leaves or goes on vacation and someone else needs to step in immediately. Furthermore, it would be incredibly helpful if administrators had a real-time view of every user's status with the ability to make changes on the fly. Currently, that level of oversight isn't quite there. Aside from those admin-level tweaks Review collected by and hosted on G2.com.

As a 40 person small business, it's very convenient to have chat, voice, and video integrated into a single platform. We were previously using three disparate vendors. Some of our employees, while great at their specific jobs, are not very tech-savvy and the platform has generally been intuitive enough for them to navigate and utilize without issue. The mobile apps are pretty solid and a nice option for employees to call and message on the go. Review collected by and hosted on G2.com.

The messaging product (for internal chat, not SMS) lacks some basic features that would make it more user friendly, easier to consume, and increase more widespread adoption: basic text formatting options (bold, bullets, etc), hyperlinks, file uploads besides images, links to channels. It doesn't need to be Slack, but lacking these basic features has led to some resistance to adoption with some employees using other messaging services rather than staying within Dialpad. Dialpad Meetings could be better integrated into the Dialpad Desktop app. Employees seem to use it for on-demand video calls with other employees. Scheduling meetings is not very intuitive (if even possible?) through the Desktop App and most users are reverting to other tools they are familiar with for scheduled meetings (e.g. Zoom, Google Meet). Review collected by and hosted on G2.com.

The Dialpad AI is a game changer! Having the ability to read recaps for both inbound and outbound calls, including full transcripts of the calls, has helped us meet the needs of our guests immensely. While our team takes comprehensive notes during calls, it is nice to know that if a detail or item is missed, the AI companion is always listening and ready to provide a recap or transcript as needed. Review collected by and hosted on G2.com.

We ave experienced some bugs, specifically with the mobile app. When reported, the team is generally quick to respond and work to implement a fix for these issues. Review collected by and hosted on G2.com.

We would rate Dialpad Connect a 7 out of 10. From a company wide perspective, it has proven to be a capable and modern cloud communications platform that supports both in office and remote team members effectively. The overall interface is clean and professional, which makes onboarding new employees relatively easy and reduces the learning curve compared to more traditional phone systems. Centralized administration is a major advantage, allowing managers and IT staff to handle user provisioning, number assignments, and device management without unnecessary complexity.

One of the most valuable features for the organization has been the built in AI capabilities, including call summaries and transcriptions. These tools make it easier to document conversations, review client interactions, and keep internal teams aligned without relying solely on manual note taking. Call quality is generally reliable across desktop and mobile, and the ability for staff to use the same business number from multiple devices has added flexibility to how and where work gets done.

Dialpad Connect also integrates well with other business applications, which helps it fit into existing workflows rather than feeling like a separate system. Having voice, messaging, and meetings in a single platform streamlines communication and reduces the number of tools employees have to manage throughout the day. Review collected by and hosted on G2.com.

One of the biggest frustrations with Dialpad Connect is the way the interface handles switching between regular company use and the admin side. The layout for moving between personal use, company settings, and administrative controls just does not feel intuitive. It often takes more clicks than it should, and the navigation flow does not always match how people naturally think about managing a phone system.

The tab and menu structure can feel cluttered and a bit disorganized, especially when you are trying to make quick changes or find a specific setting. Instead of feeling streamlined, it sometimes feels like you are hunting through layers of menus that are not logically grouped. For a platform that markets itself as modern and user friendly, the admin navigation in particular feels like an area that could use a serious usability refresh.

It is not that the features are missing, because most of the tools you need are there. It is more about how they are presented. The experience of bouncing between user view and admin view can be annoying and breaks workflow, especially for people who have to switch contexts frequently throughout the day. Review collected by and hosted on G2.com.

I like Dialpad Connect because it offers a variety of features in one tool. I appreciate that it provides me with lines, saves contacts, records calls, and works as a messaging tool for my team. I love that it uses AI transcription, which is very accurate and easy to get used to. The AI records and analyzes the flow of calls in real-time, suggests assistance for resolving calls, and even provides some scripts to use. It automatically saves the transcription of every call, giving me a summary view. I find the initial setup easy as 1 2 3, with wonderful support and guides on their website and the convenience of logging in using my Google account. Review collected by and hosted on G2.com.

maybe only the fact that it eats up your whole screen or most of your screen Review collected by and hosted on G2.com.

What I like most about Dialpad Connect is how naturally it combines business calling with AI features that are genuinely useful in day-to-day communication. Real-time transcriptions, smart summaries, and analytics make it much easier to keep track of conversations and stay on top of follow-ups, especially for sales and support teams. The interface is clean and intuitive, it works reliably across devices, and it integrates well with common productivity tools helping keep communication organised and efficient without adding extra complexity. Review collected by and hosted on G2.com.

What I don’t like about Dialpad Connect is that call quality can sometimes vary depending on network conditions, which can be noticeable during important conversations. Some of the more advanced AI features and analytics are only available on higher-tier plans, making the pricing feel a bit expensive for smaller teams. And while the interface is modern and clean, a few settings and customization options could be more flexible to better support different workflows and business needs. Review collected by and hosted on G2.com.