Before you start
- ✓The Dialpad login for the user whose number your customers call. That's the line we'll log.
- ✓Access to Setup in the Contractor Systems app.
You don't need a new phone number, and nothing about how your Dialpad phones ring changes.
Dialpad · Docs
Dialpad setup guide
Connect your Dialpad line so calls and texts land on the right customer in your Inbox and missed callers get a text right away. Takes about two minutes.
Connect Dialpad
- 1Sign in to the Contractor Systems app and open Setup. Scroll to 6. Phone system.
- 2Next to Dialpad, click Connect. A Dialpad sign-in page opens.
- 3Sign in as the Dialpad user whose number your customers call, usually the main office line.
- 4Review the permissions and approve. You're sent back to Setup and Dialpad shows Connected.
What we ask Dialpad for
| Users | To read which Dialpad user connected and their number. |
|---|---|
| Calls | To receive an event when a call on that line ends: who called, how long, and whether it was answered. |
| SMS | To receive texts sent and received on that line so they appear on the customer's conversation. |
| Webhooks | So Dialpad sends those events to Contractor Systems the moment they happen. Every event is signed and checked. |
You sign in on Dialpad's own page. We never see or store your Dialpad password, and we never place, transfer, or end calls.
Which line is logged
We log calls and texts on the Dialpad line of the user who connected. Each business connects one Dialpad user.
- ✓If your main office number belongs to one Dialpad user, connect as that user.
- ✓To switch lines later, click Disconnect, then Connect again as the other user.
Missed-call text-back
When a call to your Dialpad line goes unanswered, the caller gets a text right away.
- 1In Setup, under Missed-call text back, switch it on.
- 2Edit the message, or keep the default. {business} becomes your company name and {name} becomes the caller's first name (or "there" if we don't know it yet).
- 3Click Save message. Use default puts the original wording back.
Default message
Hi, this is {business}. Sorry we missed your call! Text us here with what you need and we'll get right back to you.
With Dialpad, text-backs go out from the Contractor Systems texting number, not your Dialpad number. Setup shows this under the message as “Sends from the Contractor Systems number.” Texting from your Dialpad number isn't available yet.
Rules we always follow
- ✓One text-back per missed call, and at most one per caller per day.
- ✓Never to a customer marked do-not-text.
- ✓Answered calls never get a text-back.
Calls and texts in the Inbox
- ✓Every finished call on the line is logged, inbound and outbound, with its length and whether it was answered or went to voicemail.
- ✓Voicemail and recording links are saved with the call when Dialpad provides them.
- ✓Callers we don't know yet are added as new customers automatically, by phone number.
- ✓Texts sent and received in the Dialpad app appear on the customer's conversation, on the web and the iPhone app.
- ✓You get a push notification for missed calls and new texts.
- ✓A customer who texts STOP (or UNSUBSCRIBE, CANCEL, QUIT, END) to your Dialpad line is marked do-not-text. START turns texting back on.
Troubleshooting
Dialpad shows “Needs reconnecting”+
The Dialpad sign-in expired or was revoked (for example, the user was removed or their access changed). Click Sign in again and approve. Your text-back message is kept.
“That sign-in link expired. Click Connect again.”+
The Dialpad page sat open too long before you approved it. Click Connect again and finish within a few minutes.
“That sign-in was for a different business.”+
You manage more than one business in the app and the account switched mid-sign-in. Pick the right business at the top of the app, then click Connect again.
Some calls aren't showing up+
Only calls and texts on the connected user's Dialpad line are logged. If customers call a different user or line, disconnect and connect again as that user.
Calls show up a moment late+
Calls are logged when they end, not while they ring. A call appears in the Inbox a few seconds after hang-up.
The text-back switch is greyed out+
No texting number is set up for your account yet. Contact us and we'll get it turned on.
A caller didn't get a text-back+
Check that missed-call text-back is switched on. The caller won't get a second text the same day, and anyone who replied STOP won't get one at all. Answered calls never get a text-back.
Disconnect
In Setup, click Disconnect next to Dialpad. We remove our webhook from your Dialpad account, which stops call and text events. Your Dialpad numbers, call history, and messages are untouched, and the calls and texts already in your Inbox stay there.